At Freshpair Lingerie Store, we want you to feel completely confident and comfortable with your purchase – both in how our intimate apparel fits and in your shopping experience with us. If you’re not entirely satisfied with your order, we’re here to help with a straightforward returns and exchanges process.
Our Commitment to Your Comfort
Just as we carefully craft our intimate apparel to ensure your comfort and confidence, we’ve designed our returns process to be equally seamless and respectful of your needs.
Returns & Exchanges Timeframe
We accept returns and exchanges within 15 days from the date you receive your items.
Return Conditions
To be eligible for a return or exchange, your item must be:
• In original condition with tags attached
• Unworn, unwashed, and undamaged
• In original packaging
• Accompanied by your original order confirmation or receipt
Non-Returnable Items
For hygiene reasons, we cannot accept returns on the following intimate items:
• Panties (all styles)
• Shapewear that has been removed from its original packaging
• Hosiery that has been opened or tried on
How to Initiate a Return or Exchange
Step 1: Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Step 2: Once your return is approved, we’ll provide you with a Return Authorization Number and shipping instructions.
Step 3: Package your items securely in the original packaging if possible, and include the completed returns form (we’ll email this to you).
Step 4: Ship your return to:
Freshpair Lingerie Store
Returns Department
7 McKillop Street
ARMSTRONG, AU 3377
Step 5: We’ll notify you once we’ve received and processed your return.
Return & Exchange Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear Freshpair Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your order number]
Order Date: [Date you placed order]
Item(s) to Return/Exchange: [Product name, size, color]
Reason for Return/Exchange: [Please specify – size issue, wrong item, damaged, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Your Full Name: [Your name as it appears on order]
Email Address: [Your email address]
Thank you for your assistance.
Sincerely,
[Your Name]Refund Processing
Once we receive and inspect your return:
• We will process your refund within 3-5 business days
• Refunds will be issued to your original payment method
• Credit card/PayPal refunds typically appear in your account within 5-10 business days, depending on your financial institution
• You will receive a confirmation email once your refund has been processed
Exchange Processing
For exchanges:
• We will ship your replacement item once we receive and process your return
• Standard shipping charges apply for exchanged items
• If the exchanged item is of higher value, we will invoice you for the difference
• If the exchanged item is of lower value, we will refund the difference
Return Shipping Costs
• Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.)
• We recommend using a trackable shipping service and purchasing shipping insurance
• Freshpair is not responsible for return items lost in transit
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Response Time: 1-2 business days
We’re committed to ensuring your complete satisfaction with both our products and your shopping experience.