At Her Room US, we are dedicated to ensuring your confidence extends beyond our carefully curated collections of intimate apparel, swimwear, and sleepwear. We understand that finding the perfect fit and style is personal. If your purchase doesn’t meet your expectations, our straightforward returns and exchanges process is here to support you, reflecting the same intention and respect we apply to every detail of your shopping experience.

Key Points at a Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unwashed, and in original packaging with all tags attached.
  • Initiation: Contact us first at [email protected] to receive a Return Authorization (RA) number and instructions.
  • Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, PayPal).
  • Processing Time: Refunds are processed within 5-10 business days after we receive and inspect your return.

Our Returns & Exchanges Policy

To maintain the quality and hygiene standards essential for intimate apparel, we have established the following policy. Please read it carefully before initiating a return.

Eligible Items

Most items from our collections—including Balconette Bras, Bralettes, Camisoles, Beach Cover Ups, Bodysuits, Brief Panties, and Chemise sleepwear—are eligible for return or exchange within 15 days of delivery, provided they meet the condition requirements below.

Non-Returnable Items

To ensure the safety and integrity of our products, the following items are final sale and cannot be returned or exchanged:

  • Swimwear (All Types): This includes Athletic Swimwear, Bikinis, and Bikini sets, for hygiene reasons.
  • Intimate Apparel with Hygiene Considerations: Brief Panties (if the hygiene seal is broken or removed).
  • Personalized or Custom Items.
  • Items that are damaged due to customer misuse, worn, washed, or altered.

Please try on swimwear and intimate items over your own undergarments to ensure fit without compromising their return eligibility.

Step-by-Step Return & Exchange Process

Step 1: Contact Us (Required)

Within 15 days of receiving your order, please email us at [email protected] with your order number and details about the item(s) you wish to return or exchange. Use the template below to ensure we have all necessary information.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Her Room US Team, I would like to request a return/exchange for my recent order. – Order Number: [Please insert] – Name: [Your Full Name] – Email: [Your Email Address] – Item(s) for Return/Exchange: [Product Name, Size, Color] – Reason: [e.g., Incorrect size, style preference, etc.] – Desired Action: [Refund / Exchange for (specify product and size if exchanging)] Please provide the Return Authorization number and shipping instructions. Thank you, [Your Name]

Step 2: Receive Instructions & RA Number

Our customer care team will respond within 1-2 business days with a Return Authorization (RA) number and the return address. Please do not ship your return without this RA number, as it is required for processing.

Step 3: Package and Ship Your Return

  • Securely package the item(s) in their original packaging, including all tags and any protective liners.
  • Include a copy of your order confirmation or a note with your RA number and name inside the package.
  • Ship the package to the address provided by our team using a trackable shipping service. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped).

We recommend insuring your return package. Her Room US is not responsible for items lost or damaged in transit back to us.

Step 4: Our Inspection & Processing

Once we receive your return, our quality team will inspect it within 3-5 business days to ensure it meets our return conditions. We will then notify you via email about the status of your return.

Refunds & Credits

Refund Timeline and Method

  • Approved Refunds: Will be issued to your original payment method (Visa, MasterCard, JCB, PayPal) within 5-10 business days after we complete our inspection.
  • Original Shipping Costs: Standard shipping fees ($12.95) are non-refundable. Free shipping promotions are applied as part of the order value calculation.
  • Exchange Processing: Once your return is approved, we will process the exchange shipment. You will receive a new tracking number. Standard or free shipping rates will apply to the new shipment based on the order value.

The time it takes for the refund to appear in your account may vary depending on your bank or payment provider’s policies.

Exchanges

We gladly offer exchanges for a different size or color of the same item, subject to availability. Please indicate your desired exchange item clearly in your initial request email. If the exchange item is of a different value, a price adjustment (refund or additional charge) will be processed.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with photos of the product and its packaging. We will cover the return shipping costs and expedite a replacement or full refund for such cases.

Contact Our Care Team

Your satisfaction is our priority. For any questions regarding returns, exchanges, or our policy, please reach out. We handle each request with the personalized attention reminiscent of our boutique philosophy.

Email: [email protected]
Mail: Her Room US, 353 O Street Southwest, Washington, US 20024
Response Time: We strive to respond to all inquiries within 1-2 business days.

This policy is designed with transparency and care, reflecting our commitment to your complete confidence.