Return Policy

Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange nor refund. If you receive damaged item(s) or if their size /color does not match with what you ordered, simply send the wrong item back to us and we will ship the correct order to you. 

Return & Exchange

2.1 Quality Problem

If the item you received is damaged, please email to our Customer Service with photos and video as proof, and description of the issue within 14 days of receiving the item. We do not accept exchange or refund if the damage is caused by abuse or negligence from environment or third party (poor parcel handling, exposure to high heat and rain, sharp objects etc during delivery)

2.1.1 Unsatisfactory Product

We do not accept refund or exchange request if the issue with the product you ordered is not quality-related but due to dissatisfaction. 

2.1.2 Wrong Item

If you receive an item not matching with what you ordered you can exchange it for a new correct item. Please contact our Customer Service within 7 days from the date when you received it. We will arrange to ship the correct item to you as soon as we receive the wrong item in good condition from your end.  

2.1.3 Size Problem

You can find all details about the sizes of each item on every product page. Please pay attention to the description of each product and to the information of your order. If you notice that the size of the product you ordered does not fit you, you can follow one of the procedures listed here below:

1) Size does not match with what was ordered: You can contact our Customer Service within 7 days from the date when you received it. We will arrange to ship the correct size to you as soon as we receive the wrong size item in good condition from your end.  

2) Size matches what was ordered but does not fit: The size of each item may have an inaccuracy of about 2cm/1 inch due to hand measurements. If you find yourself in this situation, you can contact us and apply for an exchange. In cases such as these, the customer is responsible for all shipping costs incurred (2 ways shipping – return from your end to our HQ and shipping fee when we send the exchange item back to you). 

2.1.4 Color Problem

The precise color of each item may vary depending on the computer screen settings, the background and the lighting conditions. Slight mismatches between the color of your item and the color shown on your computer screen may not mean that the item is mismatched. However, if you feel that you have received an item that is with wrong color, you can follow the same procedure described in the section “If you received the wrong item” above.

2.2 Shipping Cost for Return

We only cover return shipping cost for 1 time return up to RM10 for West Malaysia and RM12 for East Malaysia. This is only applicable for:

1. Item that is defective or with quality problem, except for damage due to environment or third-party negligence.
2. Item that is wrong size or color which do not match with your order.
3. NOT applicable for Limited Time Offer or Flash Sale

2.3 How can I return my item?

2.3.1 Returning Item

Please include the following information in the return package:

1. Order invoice 
2. List down the product SKU of the item(s) you want to return and the size and color you want to exchange
3. Shipping label (outside the package).
4. All original tags and label of product in good condition

Please include the following information in the Return Email:

1. Email Title: Return and Exchange with Order Number (example: Return & Exchange ORDER ID 12345)
2. Screenshot of Order Statement
3. Pictures and/or video of damaged or wrong item as proof
4. Description of problem of the product; your reasons for return
5. Size / color of the item you wish to exchange

2.3.2 Return address

Please contact us before returning any of the items for a refund. We do not accept returned items that were sent back directly without informing. Please send the item(s) back to:

Atlantic Quest Sdn Bhd

No.51, Jalan Jejaka 2,

Taman Maluri, Cheras,

55100 Kuala Lumpur.

Tel: 03-9200 4882

Email: customersupport@thelingerieshop.com.my

2.4 Return Announcement

1. 1. Due to the intimate nature and hygienic standards of certain items, we regret that it is not possible for us to accept returns on Briefs, Panties, Stick-On Bras, panties and some of the accessories.
   2. Please contact us no later than 7 days after you have received your purchase. After this period, we cannot guarantee that the refund/exchange request will be accepted.
   3. Products returned for exchange or refund must be not worn, in good condition & unwashed, with all original tags attached, and in its original packaging. Inspection will be carried out once we received the package. If the returned goods do not comply with either one of the conditions above, your request will not be accepted. 
   4. Once your returned item(s) has been received and it complies with our returns policy, we will issue exchange or refund to you through bank transaction.
   5. Please allow 2-3 weeks from the time you mail your return item for it to be processed. We will send you an email once your return request has been successfully processed.
   6. Limited Time Offer & Flash Sale items are not returnable nor refundable.

Refund Policy

3.1.1. Product issue

We uphold our product quality and perform QC every time we ship out order.  We are sorry to inform that we only perform exchange for damaged, wrong item or unsuitable size. Unless the requested item is out of stock, only then we may proceed to refund.

3.1.2 Item out of stock

If your purchased good is out of stock due to shortage or if it is last piece but with defect, we will contact you by E-mail or What’s App. We will offer you the choice to either refund or wait for restock.

Other Situations

If you have a unique situation that is not covered in the policy above, please contact us at:

Tel: 03-9200 4882

Email: customersupport@thelingerieshop.com.my

Our office operation hour is Mondays – Fridays, 9am – 6pm