FAQs

How do I contact the Lemonade team?

For any questions you can always reach us at: hello@lemonadedolls.com. We are a small team at Lemonade HQ, but we always try our best to get back to you as soon as possible.

What size am I in Lemonade Dolls?

Our sizing is unique to Lemonade, which is why we’ve included a very handy ‘size guide’ on all of our product pages, so make sure to check it out before you place an order. Still need help? Please contact us at hello@lemonadedolls.com

Where do you ship to?

Right now we can only ship Lemonade products within the UK, but don’t worry we’re working on expanding our shipping regions very soon. If you're outside the UK then drop us a message at hello@lemonadedolls.com so we can consider coming to you next (and we might even be able to sort you out a delivery...)

When will my order arrive?

You’ll get two emails: one confirming your order and one letting you know when we’ve sent it. It usually takes 2-4 working days for your parcel to be delivered. If you have any questions about your order please email us: hello@lemonadedolls.com

How does the membership work?

Our members receive a fab pair of Lemonade undies, in your size, straight to your door every month with free postage. Memberships also come with exclusive discounts including 25% off the entire site and additional perks which you unlock every month; the longer you stay the more you get!

When will my monthly pair of undies be sent out?

Your order will be dispatched on the same day every month; placed your first membership order on the 10th? All your subsequent orders will be charged and sent out to you on the 10th of every month.

Can I pause my membership?

Of course! We understand things change from month to month, so you can pause your membership whenever you need to. Simply log into your members page where you can skip upcoming deliveries under the ‘My Subscriptions’ section.

Can I cancel my membership?

Yes! You can cancel your membership whenever you want without any fees or extra costs . Simply log into your members page where you can cancel your membership under the ‘My Subscriptions’ section or email us at hello@lemonadedolls.com and let us know you’d like to cancel your membership.

How do I cancel my membership?

Oh nooo :( we don't want to see you go, but completely understand that the circumstances might change! You can easily cancel your membership through your account - click on the Manage membership and you will be able to amend all the details there. Note: If you have signed up to a Taster Plan, you cannot cancel within the 3-months period. However, after your 3rd order is placed, you can cancel your membership anytime. If you have any further questions, please email hello@lemonadedolls.com

I forgot to use a discount code, what can I do?


Email us at hello@lemonadedolls.com and we'll see what we can do to help you with this.

How can I see my order status?

You will get one email confirming your order and one telling you it's on the way. Please keep in mind, that it usually takes 2 to 4 working days for your parcel to be delivered.

It says my orders been delivered but it hasn't?

Please reach out to us at hello@lemonadedolls.com and we will do our best to help!

How do I return a product?

We offer returns on all items within 14 days of purchase. Fill out our Returns Form and we'll be in touch. The Returns form can be found on our returns page at the bottom of the site. PLEASE NOTE: We can only refund unworn items which are in the same condition they were in when we sent them; for all of our underwear the gusset sticker must still be attached, or you won’t be eligible for a refund.

Can I exchange an Item?

Just like refunds, you can exchange any item within 14 days of purchase. Send us an email at: hello@lemonadedolls.com with your name, order number and which item you would like to exchange, and which size or style you want to swap it for. We will send a reply with a return slip for you to print and complete. Once we receive this we will send you a return shipping label for you to print off. Then all you need to do is send your items back. As soon as we’ve got your item back we will send out your new item ASAP, we will also send you a new confirmation email for peace of mind. PLEASE NOTE: We can only exchange unworn items which are in the same condition they were in when we sent them; for all of our underwear the gusset sticker must still be attached, or you won’t be eligible for an exchange.

What payment methods do you accept?

Everything is done through card payments and we accept the following; visa, mastercard and American Express. We also accept Apple Pay, Google Pay and Shopify Payments.

What happens when I donate to Choose Love via Lemonade?

Everytime someone takes out a membership OR spends £30 in a single transaction, we donate one pair of undies to Choose Love, who will then help us donate these undies directly to female refugees across the globe, because everyone has a right to undies, no matter their situation. We have also introduced a donation feature to our checkout, where you can enter a custom amount which we will donate directly to Choose Love to support their amazing work supporting their global network of refugees and displaced people.