At Her Room US, our commitment to you extends from the careful curation of our collections to the final details of your shopping experience. We design our policies with the same intention and respect that we apply to every piece of intimate apparel, swimwear, and sleepwear we offer.

Shipping Information

We strive to deliver your carefully chosen items to you as efficiently as possible.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order is on its way.

Shipping Methods & Delivery Times

We offer two reliable shipping options to serve you better:

  • Standard Shipping ($12.95):
    We ship via DHL or FedEx. Delivery typically occurs within 10-15 business days after shipment.
  • Free Shipping:
    Available on orders over $50. We ship via EMS. Delivery typically occurs within 15-25 business days after shipment.

*Delivery times are estimates and may vary depending on the destination and customs processing. We currently ship globally, excluding some remote areas and parts of Asia.

Accepted Payment Methods

We accept secure payments through: Visa, MasterCard, JCB, and PayPal.

Returns & Exchanges Policy

We understand that finding the perfect fit and style is personal. If your purchase doesn’t meet your expectations, our straightforward process is here to support you.

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: You must contact us first to receive a Return Authorization (RA) number.
  • 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.

Eligible vs. Non-Returnable Items

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

Non-Returnable Items (Final Sale):
To ensure the safety, hygiene, and integrity of our products, the following items cannot be returned or exchanged:

  • All Swimwear (including Athletic Swimwear, Bikinis, and Bikini sets) for hygiene reasons.
  • Brief Panties if the hygiene seal is broken or removed.
  • Personalized or Custom Items.
  • Items damaged due to customer misuse, or those that have been worn, washed, or altered.

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

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 item details. Use the template below for clarity:

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. 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 with all tags. 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 using a trackable shipping service. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong item shipped). We recommend insuring your package. Her Room US is not responsible for items lost or damaged in transit back to us.

Step 4: Our Inspection & Processing

Once received, our quality team will inspect your return within 3-5 business days. We will then notify you via email about the status.

Refunds, Credits & Exchanges

Refund Timeline and Method:
Approved refunds will be issued to your original payment method within 5-10 business days after inspection completion. Please note that original standard shipping fees ($12.95) are non-refundable. The time for the refund to appear in your account may vary depending on your bank or payment provider.

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. If the exchange item’s value differs, a price adjustment will be processed.

Damaged or Incorrect Items:
If you receive a damaged, defective, or incorrect item, contact us immediately at [email protected] with photos. We will cover the return shipping and expedite a replacement or full refund.

Contact Our Care Team

Your satisfaction is our priority. For any questions, 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 within 1-2 business days.

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