Returns

 

We hope you love your Lemonade undies but if you don't, you can return your items within 14 days. (n.b. this is initiating the return within 14 days of receiving your delivery). 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 underwear must be unused and in the same condition as it was when you received it. This includes still having the swing tag attached and having not been removed. If you want to return one of our briefs or 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.

We do not offer refunds on our accessories. This includes socks, tote bags and scrunchies.

I'm ready to return, now what?

Please visit our brand-new Returns Portal which allows you to save time by easily returning the undies to us, easily swapping sizes which don’t fit for new ones, and self-creating free returns labels without having to get in touch with our team! Simply enter your order number (you can find this in your confirmation email) and select the item(s) you would like to return or exchange. You can then download a QR code or print a label with Royal Mail.

You can opt for a refund or we'll offer you a 20% bonus if you opt for Store Credit which can be used on our website to purchase a new item altogether! The Store Credit will be sent to you in the form of a virtual gift card that retains value. This means you can use it as many times as you want until the balance reaches £0. 

Download the QR code to return with Royal Mail. 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.

The return doesn't need to be in the original shipping packaging but does need to be in it’s biodegradable bag.

What about an exchange?

Just like returns, exchanges must happen within 14 days of purchase and the item(s) should be unused and in the same condition as you received them. That means unworn, unwashed and no labels or gusset stickers removed. 

Please visit our exchange portal, enter your order number and select the item(s) you'd like to change. You can then download a QR code or print a label with Royal Mail. As soon as you've posted it, we'll get your exchange out to you - it's as easy as that! 

You'll also get a new order confirmation email, for your peace of mind.

Please note that we aren't able to do any refunds on gift cards, sale items or accessories.

If you need any help with the returns process, or have any questions, all the information can be found in our help centre.