How Can I Exchange An Item?

Eligible product exchanges purchased from our store must be returned via postal service or mail service within the first 7 calendar days, counted from the day the shipping company confirms delivery of the order.

IMPORTANT:

• Once the shipping company registers the delivery of the order, the customer will have a maximum period of 7 calendar days to contact us and request an exchange.
• If more than 7 days have passed since the delivery date registered by the shipping company, the product will not be received for inspection and will not qualify for an exchange.
• Monetary refunds are not available under any circumstances; only exchanges for another size or model of the same value are allowed.

General Conditions For An Exchange To Be Valid

1. The item must be in perfect condition; under no circumstances will garments with signs of use, stains, odors, bodily fluids, hygiene product residues, or any alteration compromising their original condition be accepted.
   If the garment presents any of these conditions upon inspection, it will be immediately rejected and returned to the sender without the possibility of exchange.
2. Do not force the garment if it is not the correct size; if upon receiving your garment, you notice that it is not your size or you believe it will not fit, please do not try it on.
   Our garments are made with sensitive materials, and when forced, the seams, fabric, structure, and boning may become damaged, invalidating the possibility of an exchange.
3. It must retain its original tags and packaging as received, or the tags and packaging must be attached at the time of shipping the item for exchange.
4. Due to the intimate nature of our garments, it is mandatory to try on the product while wearing underwear and a fabric protector. These are intimate-use products that require special care to ensure eligibility for exchange.

Mandatory Photographic Evidence Before Sending The Item

To ensure transparency in the exchange process, it is mandatory to attach photographic or video evidence of the product before shipping it. These images will serve as a reference to compare the condition of the product upon arrival at our facility.
Required images must include:

• Front and back views of the product.
• View of the intimate area of the product.
• Photos of the garment inside and out (both in its normal position and flipped inside out).

Product Availability For Exchanges

All exchanges are subject to product availability in inventory. If the customer wishes to exchange their garment for a different size, but the same model or color is no longer available, they must choose another product, size, or color option based on what is available at the time the exchange is approved.

No Exchanges For Discounted Or Promotional Items

All discounted or promotional items are final sale and do not qualify for exchanges or returns. Before purchasing these products, we recommend carefully reviewing the size, color, and characteristics of the item to avoid selection errors.

Evaluation Process And Response Times

Each item will undergo a thorough inspection upon receipt, and approval or rejection of the exchange will be notified within a maximum of 20 business days from the date of receipt at our facility.
If the product does not meet the stated conditions, it will be returned to the sender (same shipping address) without the possibility of exchange.

Shipping Costs

Shipping costs are the responsibility of the customer for both sending the product to our facility and reshipping the new item in case of an approved exchange.
Each purchase allows for only one exchange, so we recommend reviewing the size guide before completing your purchase to avoid inconveniences.

What Should I Do If My Product Arrives With A Manufacturing Defect?

If upon receiving your purchase, the product presents any damage or manufacturing defect, the customer will have a maximum period of 3 calendar days, counted from the day the shipping company confirms delivery of the order, to contact us and report the issue.
Steps to follow:

1. Send a message to our customer service team within the 3-calendar-day period.
2. Attach photographic or video evidence of the product’s damage.
3. Once the situation is confirmed, a prepaid return label will be provided to return the product to our facility.
4. The product will be inspected and, if it meets the conditions for exchange, we will replace it and resend it to the customer at no additional cost.
5. If the returned product does not meet the previously stated quality standards, the exchange will not be processed, and the customer will be responsible for covering the shipping cost to return the product to their address.

How Long Does It Take To Process An Exchange?

Once the product is received and passes the quality inspection, the exchange will be processed within 15 to 20 business days. A notification with the process details will be sent to the customer’s email.