Returns and exchanges

Buying lingerie online... it's impossible... What if it's too big, or too small, or I don't like the color?

That's probably what you've been thinking. But at Diva's Boudoir, we've come up with a solution. We give you the opportunity to try on your lingerie in peace, at home, and return the items within 15 days of the delivery date for a size or color exchange, or a refund.

Well... there are a few conditions, but we'll explain everything.

The big day has arrived, you've received your order, and ... the size doesn't fit, and what's more, you don't like the color.

Don't worry, you can return part or all of your order within 15 days of receipt.

This gives you all the time you need to try the product on for size, while taking a few basic precautions to avoid damaging it and ensuring that we take it back.

You will then be able to return any unsuitable items to us and obtain a full refund of your order in the form of a credit note, or a refund on the payment method used at the time of ordering.

Almost... You can try on almost anything, taking a few essential precautions to keep the product in perfect condition and make sure you get your money back.

Here are the 7 commandments of a successful fitting:

• Don't tear the packaging
  Whenever possible, try to open the packaging cleanly, so that you can reuse it in the event of a return - it's more convenient for you.
• Thou shalt not force
  If the product is unfortunately too small, don't try to put it on completely at all costs. Lingerie is a relatively fragile product, and you could permanently damage the fabric.
• Thou shalt not remove labels
  Don't rip off the tags until you're sure you want to keep the product. We cannot take back a product if the label has been ripped off.
• Thou shalt keep thy underwear
  Keep your underwear with you during the fitting, especially if you're trying on panties. It's an extra guarantee of keeping the garment in perfect condition.
• Thou shalt not handle stockings and bodystockings
  The most fragile products, such as stockings, tights or bodystockings (all stretchy woven-mesh products) cannot be accepted for return if they have been tried on or even handled.they may not be returned if they have been tried on or even handled, as they may have been deformed by a fitting or simply spun by simple handling. They cannot be returned or exchanged.
• Thou shalt not wear perfume
  During the fitting, we ask you not to wear perfume, or have cosmetics such as creams or oils on your skin.
• Do not wash the product
  Do not wash the product after the fitting. Hang it outside for a few minutes, if possible, but avoid doing so on a rainy day.

It's as simple as that. As soon as we receive the return of your order, and subject to the condition of the returned products, both are possible, it's your choice:

• Would you like to change size, or exchange your product?
  We'll credit your account immediately for the full amount of the items returned, and you can use your credit to order other items, or the same items in another size, with no date limit.
• Would you like a refund in the form of a credit note?
  We'll credit your account immediately for the full amount of the items returned, and you can use your credit on your next order. The credit will remain valid indefinitely.
• Would you prefer a cash refund?
  We will reimburse you using the payment method you used to place your order within 14 days of your return being validated. Orders paid for in full or in part using a credit note will be reimbursed pro rata in the form of a credit note up to the amount of the initial credit note and using the payment method you used to place your order for any remaining balance. If your order is returned in full, or if the sum of the items you keep is less than the minimum amount required to qualify for free shipping, we will deduct the shipping costs from the refund, depending on the shipping method you have chosen.
• Was your order placed during a sales period?
  Items ordered during a sales period can be returned free of charge with a credit note under the same conditions as a normal order.
• Does your order contain non-returnable items?
  For orders containing free stockings, for example, which cannot be returned if they have been opened, handled or tried on, you can simply keep the stockings and we will deduct their market value from the credit note or refund. This of course applies to all non-returnable gifts.
• Your order was placed as part of a promotion and contains a gift?
  Items in an order containing a gift may be returned free of charge with a credit note under the same conditions as a normal order.
  However, they cannot be reimbursed in cash, unless the order is returned to us complete, with the gift and subject to the condition of the products returned. If the gift is not returned, or if it is damaged, reimbursement may be made after deduction of the gift's market value.

We've also made it easier for you to pay for returns, as long as the value of the returned goods is at least €25:

• Would you like to change size, or exchange your product?
  As with a refund in the form of a credit note, we'll cover the cost of returns, and send you a pre-paid returns label to use for your return, provided you live in one of the countries covered by Mondial Relay's services. You can use your credit note to recommend the same product in another size, or any other product on our site.
• Would you like a refund in the form of a credit note?
  Once again, we'll take care of the return shipping costs, and send you a pre-paid return label to use for your return, provided you live in one of the countries covered by Mondial Relay's services.
• Would you prefer a cash refund?
  In this case, you are responsible for the return shipping costs. We will inform you of the return procedure and the address where to send the products back to us on request to customer support.

Returns with a pre-paid label should be sent to the nearest Mondial Relay point. If you wish to return the goods at your own expense, this must be done via the Post Office.

If the value of the returned products does not exceed €25,- we will ask you to return the products at your expense, in exchange for a refund or a credit note.

When you return your order, we will obviously inspect the items to verify their condition. Your return may be partially or totally refused. Don't panic, here's a quick reminder of the essential conditions for a successful return:

What we accept for return:

• Products purchased on special offer or sale
• Items whose labels have not been removed
• Products in their original, complete packaging
• Clothing and lingerie that have simply been gently tried on
• Items in perfect resaleable condition and unused
• Stockings, tights and catsuits that have not been used, tried on or damaged, in their original packaging
• Oils, candles and other cosmetic products, or adult toys that are completely intact, unused or untested, and whose protective seal has not been damaged.

What we don't take back:

• Products returned incomplete (missing string, ...)
• Products whose labels have been torn off
• Damaged, deteriorated or soiled products
• Products that have been washed or used for more than a simple fitting
• Stockings, tights, catsuits and other products that are too fragile and for which a fitting permanently distorts the knit or fabric
• Made-to-order items, such as corsets or certain bra/panty sets, where the product delivered conforms to the description and size of the product purchased. It will be clearly stated on the product detail sheet that this is a made-to-order item.
• Latex items if they have been tried on, if there are any marks, such as finger marks, or if the talcum powder has obviously been removed.
• Oils, candles and other cosmetic products or adult toys that have been opened or whose protective seal has obviously been damaged.

If you return a product that does not meet all these criteria, we will deduct the price of the product from any remaining refund.

We carefully check the products we send you. If, however, despite the care we take with your order, an item should present a defect, we simply ask you to notify us within 5 days of receipt of the product, and to send us one or more photos of the defect.

We will then tell you how to proceed and send you a pre-paid return label to send the product back to us.

Don't worry, it's all free and we'll send you a replacement as soon as possible.

Upon receipt of your order, you have 15 days to change your mind, exchange a product or exercise your right of withdrawal.

To do this, simply send us an email to , quoting your order number. We will then contact you as soon as possible to process your return.

You can also return a product or an entire order in your member area.

We will send you instructions for returning your order, which should be dispatched within 5 working days of your return request.

Once we have received and checked the products, we will exchange or reimburse the products accepted for return, either immediately in your customer area if you have chosen reimbursement in the form of a credit note, or within 14 days if you have chosen reimbursement via your payment method.

If you have any questions, or if you haven't found the answer to your concern on this page, please don't hesitate to contact us. We'll be happy to help.