We hope you love your Lemonade undies but if you don't, you can return your items within 14 days. After that, unfortunately we can’t offer you a refund or exchange. This policy also applies to our membership plans.
To be eligible for a refund, your item must be unused and in the same condition as it was when you received it. If you want to return one of our cheeky briefs or perfect thongs that means you haven't removed the gusset sticker, if you have then we won't be able to process the return for you or provide a refund.
I'm ready to return, now what?
Drop us an email to firstname.lastname@example.org, including your name, order number and which items you would like to return. We will send a reply with a returns slip for you to print and complete. We will also provide you with a returns label, which you need to print off and stick to the package. Then all you need to do is drop it off at any Hermes ParcelShop.
The return doesn't need to be in the original silver packaging but does need to be in it’s plastic bag. You do also need to include the returns slip we sent you.
Once we've received and checked your item, we'll confirm your refund or inform you as to why we will not be able to refund the goods. If we can complete the refund then we will do an automatic transfer of funds back to the card you purchased on.
We aren't currently able to do any refunds on gift cards.
What about an exchange?
Just like returns, exchanges must happen within 14 days of purchase and the item(s) should be in the same condition as you received them. That means no removed labels or gusset stickers!
Drop us an email to email@example.com with your name and order number, be sure to let us know which product you want to send back and what you want to swap it for. We will send you back a returns slip for you to fill out and send with the package. We'll also send you a returns label, which you just need to stick this on the package and take it to any Hermes ParcelShop.
As soon as we've received the item we will get the new item out to you ASAP. You'll also get a new order confirmation email, for your peace of mind.
Please be aware we are only able to offer an exchange if the product is of the same value (i.e. you can exchange for a different colour or size of the same style).
Late or missing refunds
If you have received a refund confirmation email but you haven’t received the funds, first check your bank account again. Then contact your bank, it may take some time before your refund is officially posted to your account.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Items on sale
Only full priced items are eligible for refunds or exchanges.