How do I return an item?

Refund/Return/Exchange Policy: 

At Carnal Lingerie we strive to offer a fair and responsible Return & Exchange Policy. Carnal Lingerie makes every effort for the process to be rapid & stress-free. Please contact the Carnal Lingerie Customer Care Team with any questions or concerns.

Health regulations stipulate that clothing that is soiled, worn, damaged or laundered is considered to be in "other than new condition" and cannot be returned or exchanged. Final Sale items (found in the Specials section of the site) may not be returned or exchanged.

Please inspect your package once you receive it. In the exceptional circumstance there is a damaged item, missing item or an incorrect item in your package we require that you contact us within 48 hours after receiving your package. If no attempt to contact us via telephone or email is made regarding the damaged / missing items within 48 hours, all items are deemed correct & received.

If your order is received incomplete
Contact Carnal Lingerie Customer Care immediately with your Order # and SKU#(s). Check to make sure the missing item was included on your packing slip. Our superb customer care team will be happy to resolve the situation ASAP.

If any of your items is defective
Contact Carnal Lingerie Customer Care immediately with your Order # and SKU#(s). Please provide the nature of the defect. Carnal Lingerie's excellent customer care team will work with you to resolve the situation.

Carnal Lingerie will "only” accept merchandise received within 14 (fourteen) days from the date of receipt for return or exchange.

Eligible items requesting to be returned must be in their original unworn condition & packaging (sent in a box / returned in a box).

Check your merchandise - make sure the items are in their original condition and you have the complete original packaging.

The customer must obtain a Return Authorization Number (RA#) online.
(On Carnal Lingerie Home Page “click” Contact Tab and email opens) before the merchandise is mailed back to Carnal Lingerie. In email state request for - Return for Exchange or a Refund when obtaining the RA#. Response email will be sent from Carnal Lingerie to you (customer) with RA#.

1. Have your Order ID Number and ship to Zip Code available
2. If you want to exchange your item(s) make sure you have the SKU#, size, and color of the new item(s).
3. Fill out the Return Authorization form that was sent with your order, WRITE THE RA# PROVIDED ON THE FORM and ON THE OUTSIDE OF THE RETURN PACKAGE (BOX)and place the form inside the package along with the item(s) being returned or exchanged (in original packaging).
4. If no Return Authorization is visible on the Outside of the package, Carnal Lingerie will not accept the package and it will be returned to the customer at the customers' expense.
5. Address the return package as follows:
Carnal Lingerie RA#________
209 Highland Avenue
Wallingford, PA 19086

There are some items that cannot be returned. Please see below.

If the items (SET) ordered includes a Panties, G-String, Thong, Pantyhose or Stockings Please “do not" try the intimate part (Panties, G-string, Thong, Pantyhose or Stockings) of the items on.

We cannot accept the primary item back if the accessory items such as Panties, G-string, Thong, Pantyhose or Stockings have been tried on. Just quickly try on the primary item such as baby doll or corset, not the accessory items such as the panties or stockings.

Can items on an order that I already did an exchange or return on be returned - No, you can exchange or return multiple items on an order but you cannot make multiple exchanges on the same order. One (1) RA# is issued to each order. You cannot make repeated returns on the same order.

"Not eligible" to be returned to Carnal Lingerie
• Items not returned in original condition are subject to no refund and no exchange.
• Panties (Please note, due to federal laws and for the health of our customers and staff, we are unable to issue refunds on items that cover the crotch “unless it was tried on over customer's own clean underwear”).
• All Thongs, Stocking, Body stocking, and Pantyhose
• LELO intimate lifestyle products
• Items that have been worn
• Items that have been laundered
• Items with tags removed
• Items that smell of cigarette smoke, body odor or perfume
• Items that have lotion or body glitter on them
• Items that have human & animal / pet hair on them
• Items that are soiled or stained
• Items not returned in original packaging
• Specials (Sale Items) - This means you cannot return a "Specials" item due to dislike, quality, sizing, or color. It is a final Sale
The above items that are not eligible for returns and will be returned back to the customer at the customer’s expense.

Definition of Original Packaging
• Original tags
• Insert cards
• Boxes with paper liners (Obsessive)
• Bar code identification
• Sticker labels
• Boxes / Cartons
• Plastic packaging

Please do not ship your return back to Carnal Lingerie until you obtain RA # because all packages are refused if they do not have RA #.

Ship the package back to Carnal Lingerie with whatsoever shipping method you prefer. Carnal Lingerie strongly recommends adding delivery confirmation and/or signature confirmation to all return packages as Carnal Lingerie is not responsible for any packages lost in the mail stream. It is the customer's responsibility to research any lost package shipped back to Carnal lingerie that may have been lost in the mail stream.

Important Annotations about Returning Undergarments
1) Please make certain all tags and packaging are intact, and that return items are packaged to protect their shape, i.e. do not return undergarments in an envelope - return as you received - in a protective box.
2) We are certain you expect the panties, thongs, boy shorts, that you purchase from Carnal Lingerie to be in brand-new immaculate condition. That is why we request that, whether you are sure or hesitant about your purchase, you always try your new panties on only over your own clean underwear. All returned panties and other items with a crotch are closely examined and tested: we never put previously worn underwear back into our inventory. If we believe an item has been tried on or worn, we cannot accept it as a return.
3) If you are returning swimwear, the protective liner in the crotch must be in place. We cannot accept swimwear returns without it.
4) We advocate that you do not wear perfume or deodorant when trying on your acquisition. These can leave marks or scents, which could make the item non-returnable.
S) We also ask that, due to the delicate molded structure of bra cups, you return items in a protective box to ensure a full credit.
6) We are steadfast to selling only brand-new, immaculate garments. So, for the peace of mind and well- being of all our customers, we reserve the right to refuse returns on items that cannot meet hygiene and health regulations.

There are separate requirements in place for Holiday Policies - Christmas and Valentine's Day please see below.

Christmas Return Policy Holiday gifts purchased between December 1 and December 24th must be must be must be returned to Carnal Lingerie post marked by January 2 2014 and received by our Returns Department by January 9th 2014.

Valentine's Day Return Policy Eligible Valentine's gifts purchased between January 19th 2014 and February 14, 2014 must be must be returned to Carnal Lingerie post marked by February 21,2014 and received by our Returns Department by February 28th 2014.

Eligible Return or Exchange Merchandise Most items purchased from Carnal Lingerie are eligible for return or exchanged as long as they are in their original unworn condition, with all pieces/accessories, and in their original delicate packaging returned in like new condition.

Eligible items can be returned for exchange or refund. The items must be in their original unworn condition with original packaging. Return authorization number (RA#) must be obtained and written on the outside of the return box or your package will be refused upon delivery.

All items in a set must be returned for exchange or credit to be authorized.

All items in a set have to be returned as a complete set in the original unworn condition and original packaging.

Packaging for these items is elegant and delicate - if returning a set please take extra care to place the items of the set back in the gift box exactly as the set was sent to you. For the Obsessive line we cannot accept a return if the packaging is damaged.

Merchandise is refunded to the credit card used to make the transaction. The original shipping and handling charges are non-refundable. Refunds are for merchandise only.

Returns and exchanges are process by the Carnal Lingerie Return/Exchange Team within 48 hours of receipt from UPS, USPS, Fed Ex, or other shipping methods.

Carnal Lingerie will email you when your exchange or return has been processed.

Please allow up to 2 billing cycles for a refund to appear on your credit card statement. Many credit card companies have in their terms and conditions that they have the right to take 3 to 4 weeks to credit your account with a refunded amount. If you have any questions concerning when your refund will post on your account you must contact your Credit Card Company or bank.

The customer is responsible for all shipping cost incurred when sending back any items. Carnal Lingerie strongly recommends adding delivery confirmation and/or signature confirmation to all return packages as for Carnal Lingerie is not responsible for any packages lost in the mail stream. It is the customers’ responsibility to research any lost package shipped back to Carnal Lingerie that may have been lost in the mail stream.

Carnal Lingerie will ship your newly exchanged item free of charge. The items will be shipped flat rate (2-5 business days). If you are in need of expedited shipping the customer will have to pay for additional shipping charges for the upgraded shipping.

National returns - Our customer is responsible for the "return" shipping fee.

International returns - Shipping fees are applied to exchange items. Our customer is responsible for the return and exchange shipping fees.

All packages received back to Carnal Lingerie must have a return authorization number clearly written on the outside of the package. The return package must be received within 14 days "Standard Policy" of receipt or listed Holiday Policy.

Packages (items) will not be accepted:
1) No Return Authorization Number I RA# on the outside of the package
2) Past the Standard 14 day Return/Exchange Policy or the posted Holiday Return Policy
3) An ineligible return item (please see not eligible for return list)
4) Unable to accept do to condition of item.
5) Not in original packaging
6) A Specials (sale) item

Items chosen for exchange are based on availability at the time the return items are received and cannot be placed on hold for a customer while they are sending the original package back to Carnal Lingerie.

Order Cancelation Process and Procedure: Please call the Carnal Lingerie Customer Care Team ASAP. If your order has not left our warehouse, we will give our best efforts to locate the package and make any necessary changes. If the order has already shipped, or cannot be located in the shipping containers, Carnal Lingerie will not be responsible for any additional costs added to correct the order.

Shipping information entered incorrectly: Carnal Lingerie ships all orders to the shipping address provided by the customer. The address is sent through a computer generated shipping tool to create a shipping label. Customers are responsible for submitting the complete required address information including apartment numbers, building numbers, dorm numbers, university/dorm names, company names, and / or any other necessary shipping information.

The Carnal Lingerie computer generated shipping tool creates the label based on the zip code provided.

If you notice an error, please contact Carnal Lingerie ASAP to correct the address. If the package has already shipped, there is a very limited amount of support we can assist with, but we will go over our options to help get your package on the right track.

The United States Postal Service will not deliver package to a given address unless the package is addressed to the listed resident. As a result, if you are shipping the package to an address that belongs to a boyfriend, girlfriend, or someone else, you cannot list your name as the recipient unless you list it as "In Care of' / C/O the resident of the shipping address.

Carnal Lingerie is not responsible for any additional charges needed to reship or retrieve a package. If your package is returned to Carnal Lingerie, there is a $6.95 fee to have the package reshipped. If a customer no longer wants to receive the package after submitting incorrect address information, Carnal Lingerie will only refund the merchandise charges; the shipping charge fees will not be refunded.