Returns & Exchanges
Hey there, FLEXVERA fam! We get it—sometimes things don’t fit quite right, or maybe you changed your mind, and that’s totally okay! Our goal is to make your return or exchange process as easy, stress-free, and friendly as possible. We want you to love every piece of innerwear you get from us, and if something isn’t working out, we’re here to help you find a solution that makes you happy. Below, we’ve broken down our return and exchange policy in simple, straightforward terms—no confusing fine print, just honest, friendly guidance.
What’s Our Return & Exchange Window?
We give you 30 days from the date your order arrives to initiate a return or exchange. That’s a whole month to try on your new FLEXVERA pieces, make sure they fit perfectly, and decide if they’re just right for you. We know life gets busy, so we wanted to give you plenty of time to check everything out—no rush, no pressure!
Just a quick note: To be eligible for a return or exchange, your items need to be in their original condition—unworn, unwashed, and with all tags still attached. We totally get that you’ll want to try them on (we do it too!), but please make sure to wear underwear underneath when trying on bras, shapewear, or lingerie—for hygiene reasons, we can’t accept items that show signs of wear or use. Don’t worry, we won’t judge if you just want to see how it fits over your clothes first!
How to Start a Return or Exchange
Starting a return or exchange is super easy—no complicated forms, no long waits. Here’s how to do it in just a few simple steps:
1. Head over to our Returns Portal (you can find the link at the bottom of our website, or just click here!). Enter your order number and the email address you used to place your order—this will pull up all your order details.
2. Select the items you want to return or exchange, and let us know why (this helps us get better, so feel free to be honest!). If you’re exchanging, pick the new size, color, or style you’d like instead—we’ll do our best to have it in stock for you.
3. Print out your prepaid return label (we cover the shipping cost for returns and exchanges—yep, that’s right, free return shipping for our US and EU friends!). If you don’t have a printer, no problem—just save the label to your phone and show it to the staff at any participating shipping location.
4. Pack up your items securely (we recommend using the original packaging if you still have it, but any box or envelope works!). Attach the prepaid label to the package, and drop it off at your nearest shipping location. That’s it—you’re done!
Once we receive your package (usually 3-7 business days, depending on where you’re located), we’ll inspect your items and process your return or exchange within 5-7 business days. We’ll send you an email to let you know when it’s all done—simple, right?
What Happens After We Receive Your Return?
We know you’re probably wondering what comes next, so let’s break it down:
For Returns: Once we confirm your items are eligible, we’ll process your refund to your original payment method. Refunds usually take 3-5 business days to show up in your account, depending on your bank or credit card company. We’ll send you an email as soon as the refund is initiated, so you can keep track of it.
For Exchanges: If you’re swapping out an item for a different size, color, or style, we’ll ship your new item out as soon as we process your return—no need to wait for your refund first! We’ll send you a tracking number for your exchange order, so you can see when it’s on its way to you. If the item you want is out of stock, we’ll reach out to you right away to offer a full refund or help you pick something else you’ll love.
Special Cases: Final Sale Items & Exceptions
We try to keep our policy as flexible as possible, but there are a few small exceptions to keep in mind:
Final Sale Items: Any items marked as “Final Sale” (usually on sale or clearance) can’t be returned or exchanged—sorry, guys! We always mark these clearly on the product page, so be sure to check before you buy. But don’t worry—we still want you to be happy, so if there’s a defect or issue with a final sale item, just reach out to us and we’ll make it right.
Defective or Damaged Items: If your item arrives defective, damaged, or with a mistake (like the wrong size or color), we’ve got you covered! Just reach out to our customer service team within 7 days of receiving your order, send us a photo of the issue, and we’ll send you a replacement for free or process a full refund—no need to send the defective item back (unless we ask you to, which is rare!). We’re human too, and mistakes happen—we’ll fix it as quickly as we can.
Gift Returns: If you received a FLEXVERA item as a gift and want to return or exchange it, no problem! Just use the Returns Portal and select “Gift Return” when prompted. You’ll get a store credit that you can use to buy something you love, or we can process an exchange for you.
Need a Little Extra Help?
We’re here for you, no matter what! If you have any questions, need help with the Returns Portal, or just want to chat about your return or exchange, our customer service team is available 24/7. You can reach us via email at support@flexvera.com, or use the live chat feature on our website—we’ll get back to you as soon as possible (usually within a few hours!).
At FLEXVERA, we care about you and your experience. We want you to feel confident shopping with us, knowing that if something isn’t right, we’ll take care of it. Thank you for trusting us with your innerwear needs—we appreciate you more than you know!
Happy shopping, and remember: if it doesn’t fit, if you don’t love it, we’ve got your back. 💛