At PRIMADONNA, we want you to feel as confident in our return policy as you do in our premium lingerie. If your purchase doesn’t fit perfectly or meet your expectations, we’re here to make it right with our hassle-free returns process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In original condition with tags attached
  • Unworn and unwashed
  • In original packaging with all protective liners intact

Please Note: For hygiene reasons, we cannot accept returns on the following intimate items:

  • Breast Tape
  • Briefs (Brazilian style)
  • Items from our Bridal Collection (due to custom sizing)

How to Initiate a Return or Exchange

Follow these simple steps to process your return:

  1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use our template below for faster processing.
  2. Wait for Approval: We’ll respond within 1-2 business days with return instructions and your RMA number.
  3. Package Your Item: Securely repackage the item with all original tags and packaging.
  4. Ship It Back: Send the package to our atelier address (provided in your return approval email) using a trackable shipping method.

Return Email Template

Subject: Return Request – Order #[Your Order Number] Dear PRIMADONNA Customer Care, I would like to request a [return/exchange] for my recent order #[Your Order Number]. Item Name: [Product Name] Item Size: [Size] Reason for Return: [Fit Issue/Quality Concern/Other – please specify] Please advise on next steps. I’ve reviewed the return policy and confirm the item meets all return conditions. Best regards, [Your Full Name] [Your Email Address] [Your Order Number]

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days after we receive your return.
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility.

Exchange Process

For exchanges:

  • We’ll ship your replacement item once we receive and process your return.
  • If the new item costs more, we’ll invoice you for the difference.
  • If it costs less, we’ll refund the difference to your original payment method.

Damaged or Incorrect Items

If you received a damaged or incorrect item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement or refund and cover return shipping costs.

Need Help Finding Your Perfect Fit?
Our customer care team is happy to provide size recommendations based on your measurements and preferences. Email us at [email protected] before ordering to ensure you select the right size from our collections.

For any questions about our returns policy, please don’t hesitate to contact our customer care team. We’re committed to ensuring your PRIMADONNA experience is as flawless as our lingerie craftsmanship.