Return & Exchange Policy

 

At DreamLace, customer satisfaction is important to us. Due to the intimate nature of lingerie, bras, undergarments, and nightwear, we have established the following return and exchange policy to ensure hygiene and product quality.

Exchange Policy

We accept exchanges under the following conditions:

  • The item must be unused, unwashed, and in its original condition.
  • All tags, labels, and original packaging must be intact.
  • Exchange requests must be made within 7 days of receiving the order.
  • Proof of purchase or order number is required.

Non-Exchangeable Items

For hygiene and safety reasons, the following items cannot be exchanged or returned:

  • Worn or used lingerie
  • Worn or used undergarments
  • Products without original tags or packaging
  • Items damaged due to misuse or improper handling

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with clear photos of the item and packaging. We will review the issue and arrange a replacement or exchange where applicable.

Return Policy

Due to hygiene considerations, we generally do not accept returns on lingerie, bras, undergarments, or nightwear unless:

  • The product received is damaged or defective.
  • An incorrect item was sent by DreamLace.

Approved returns must be sent back in their original, unused condition.

Exchange Process

To request an exchange:

  1. Contact our customer support team.
  2. Provide your order number and details of the item.
  3. Follow the instructions provided by our team.
  4. Once the item is received and inspected, the exchange will be processed.

Shipping Charges

  • Customers may be responsible for exchange shipping costs unless the item received was damaged, defective, or incorrect.
  • Shipping fees are generally non-refundable.

Refunds

Refunds are only issued in cases where:

  • A replacement item is unavailable.
  • The order cannot be fulfilled due to stock issues.
  • The item received was defective and an exchange is not possible.

Approved refunds will be processed through the original payment method where applicable.