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RETURNS

We want you to be in love with your lingerie. Exchanges are FREE for the same item in a new size.  If it doesn’t fit, you need another size, prefer a different color or style, you can always return your items within 30 days of your order date for refund, store credit or exchange. 

 

TO BE ELIGIBLE FOR RETURNS, PLEASE NOTE THE FOLLOWING CRITERIA:
  • Purchased less than 30 days ago (Order date + 30 days = Return by Date)
  • Has not been worn, altered or washed*
  • All original tags and labels are still attached*
  • Underwear has been tried on over your own*
  • Return items in their original packaging*
  • Final Sale items - Any items purchased at a discount of 25% or higher is considered Final Sale. Final sale items cannot be returned. We do not accept exchanges or returns on sales or promotions.

*see below:

IMPORTANT:
  • We have a strict return policy for worn items. If your item is returned to us with ANY marks, stains, rips, tears, cuts, tags detached or without it's original packaging, we will deny your return and immediately send it back to you.  We recommend you try your item on over your own underwear to ensure you are keeping the garment in new condition in case a return is desired. 
  • If the item was received with a fault, you must report it to us within 5 days of receiving your order. See "what if there is a fault" section below.
  • All returns are subject to inspection: If you return your item(s) to us with a fault, and do not report the fault within 5 days of receiving your order,  we will assume it was you (the customer) who damaged the item. In such a case, the item will be automatically returned to the original shipping address on the order and no refund, store credit or exchange will be issued.  Please expect an email with photo evidence and a tracking number for your returned items.  
  • Some lingerie sets are tagged together on the side. This allows you to try on each piece individually. Once you are certain all the pieces fit, please cut the tag and enjoy.  If the tag has been removed from the garment, the merchandise can no longer be returned. If you have any questions about this, please send a picture of the garment to us for review prior to cutting the tags.  Please email support@saltandlaceintimates.com
  • Shipping and handling charges on your original order are not refundable unless there was a shipping error on our part.
  • Items should be returned in their original packaging to ensure that the items are adequately protected during transit.
  • If you purchased items using a discount code or promotion, we’re happy to honor the same code again for a one-time even exchange (e.g. new color or size in the same item).
  • By placing an order you are acknowledging and accepting all Salt and Lace Intimates store policies. Please read our return policy carefully.
WHAT IF THERE IS A FAULT?   

We treat every order with absolute care and pack them with precision and love to make sure they are in a good condition. However, in the unlikely case of an item being delivered faulty, we will happily provide you with a replacement or full refund if:

  • You notify us within 5 days from delivery date providing a description of the fault in your items along with pictures as proof via email to support@saltandlaceintimates.com, and
  • Your claim of the faults have been reviewed and approved by our staff. Items returned damaged, without pre-authorization by our staff, will result in an automatic return to the original shipping address and no refund will be issued.
SHIPPING INSURANCE:

Salt and Lace Intimates is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

CANCELLED ORDER
  • Orders can be cancelled within 24hrs of it being made. A 5% fee will be charged when orders are cancelled to account for administration time needed to make your request. 
  • Orders may not be modified/cancelled once the parcel has been processed.
  • Orders delivered to an incorrect address and returned to sender by the courier will receive a 5% cancellation fee and the original shipping costs will not be reimbursed.  Please take care when providing your shipping address. If you would like your order reshipped, we will waive the 5% cancellation fee.

Please note: Once your refund has been approved by our staff and a notification sent to you, it may take up to 5-7 business days for the funds to appear in your account, so please be patient. If your refund has taken longer than this, please contact us so we can investigate the cause of the delay. 

Please note: online orders may not be returned to our Miami location. Please request a return and we will provide you with the correct return shipping address. 


TO ORGANIZE YOUR RETURN
  1. Click HERE to start a return.
  2. Once your return request is submitted, it will be reviewed for approval.  An email will be sent to you afterwards with complete instructions for your return. 
  3. One of our responses during Covid19 is to make returns safer for our customers.  We are now offering prepaid return labels. This will allow you to safely return the item from your home mailbox. If you elect to return your package using a different shipping method, 1) please note that we are not responsible for lost packages and 2) we recommend you select a shipping method with a tracking number. A tracking number will be required to show proof of return. Please note:  If you select store credit or refund please note: The original shipping cost and the cost to return the items to us will be deducted from your refund/store credit. Exchanges for the same item, but different size, are free.
  4. Please allow 14 business days for return processing.  *Please note: due to Covid19, returns processing can take longer due to limited staff.  If you need a return processed right away we will do our best to accommodate you. Please email support@saltandlaceintimates.com
  5. Once your return is received and processed you will receive an email confirmation. Salt and Lace Returns Center

SHIP IT, BABE

Remember to ship your return so your package is post-marked within 30 days from your original order date. 

IMPORTANT:  Write your RMA # on the outside of your packaging.  The cost to return merchandise will be deducted from the refund/store credit. All original shipping costs are also deducted and will not be reimbursed by Salt and Lace Intimates. Exchanges for the same item (in a different size/color) are free.


 
ADDITIONAL INFORMATION
  • All color shades can slightly differ in each production run. We shoot a lot of our photography on film, and use filters when editing; therefore, lighting may have an effect on the color(s) in the photos and the fabric color may appear slightly different in real life.
  • Salt and Lace Intimates is not responsible for lost or stolen packages. Please select Route Shipping Insurance at checkout to be fully reimbursed or receive a fast replacement order free of charge.  
  • By placing an order you are acknowledging and accepting all Salt and Lace Intimates store policies.  Please read our return policy carefully.
  • Salt and Lace Intimates reserves the right to refuse your return or exchange should these terms not be met.
  • Please email our support if you need any additional assistance. support@saltandlaceintimates.com
  • GET 10% OFF YOUR ORDER