Shipping Information

Order Processing Time

We process all orders within 1-2 business days of receiving them. You will receive a confirmation email once your order has been shipped.

Shipping Methods & Delivery Times

We offer two shipping options to accommodate your needs:

  • Standard Shipping – $12.95
    • Carriers: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
  • Free Shipping – Available for orders over $50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch

Shipping Regions: We ship worldwide, excluding some Asian countries and remote areas. Please contact us if you’re unsure about delivery to your location.

Returns & Exchanges

At Freshpair Lingerie Store, we’re committed to your complete satisfaction. Our returns process is designed to be as comfortable and seamless as our intimate apparel.

Returns 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 meet the following conditions:

  • In original condition with all 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:

  • All Panties (all styles)
  • Shapewear that has been removed from its original packaging
  • Hosiery that has been opened or tried on

We appreciate your understanding that these items cannot be resold for hygiene reasons.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

Step 1: Contact Our Customer Service

Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

Step 2: Receive Return Authorization

Once your return is approved, we’ll provide you with a Return Authorization Number and shipping instructions.

Step 3: Package Your Items

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

Send your return package to:

Freshpair Lingerie Store
Returns Department
7 McKillop Street
ARMSTRONG, AU 3377

Step 5: Confirmation

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 & Exchange Processing

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 shipping, 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 at Freshpair Lingerie Store.