FAQ
Our most frequently asked questions are below. If you still can’t find your answer, please feel free to contact us.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be unopened in the original packaging.
Additional non-returnable items:
Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Returns
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please submit a follow up inquiry through our Contact Form
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We may only replace items if they are defective or damaged. If you need to exchange it for the same item, please submit your inquiry through our Contact Form for further instructions.
Our Return Address is:
Fantasy lingerie
21100 Centre Pointe Parkway
Santa Clarita, Ca 91350
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Our Return Address is:
Fantasy lingerie
21100 Centre Pointe Parkway
Santa Clarita, Ca 91350
Customer is responsible for return shipping cost. If return shipping label is provided, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We may not be held liable for return delivery.
Route Protection
Route Protect is a premium package protection that offers you “peace of mind” for all of your orders at an affordable price. The Route Protect insurance premium is calculated off of the total of your products after discounts and does not include shipping, handling or taxes when performing the calculation. When you add Route Protect at checkout, you can easily file issues for lost, stolen or damaged packages in the unfortunate case that they arise. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. Note: Route Shipping Insurance refunds the cost of the item(s) alone. Shipping costs, taxes, customs/duty fees, and the Route premium are not included.
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. You can also file a shipping issue here: https://claims.route.com/.
- Open your email from Route
- In the email, Copy your Route Order ID and then click Resolve An Issue
- In the form, your email address and order number will pre-populate
- Verify the order and click 'Resolve An Issue'
- Choose the issue with your order (Lost, Stolen, Or Damaged)
- Add a Description
- Click Submit
- *Your Route Order Number may also be found in your Shipping Confirmation Email.
Order issues for packages marked “delivered” yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
If the customer is filing an order issue the same day that the package was marked as delivered, at their discretion Route may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
Route requires a police report when the customer’s package is marked as delivered on orders over $100.
*Please reference the email sent from Route when the order was purchased for details or click here to find out more about Route’s Policies.
When you purchase a product with Route Protect, you will get an email with your Route Order ID and a link to report an issue. To go straight to the Report an issue form, click here.
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Route does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At their discretion, they may offer a 15-30% refund depending on the severity of the cosmetic damage.
Route may require further evidence of the damaged item (i.e. more photos, videos, etc.).
Have questions about Route’s policies? Read more here.
Route doesn’t have visibility to our inventory or when an item will be back in stock. For instances when an item is out of stock, Route can offer a refund for the item that is out of stock and you can use that refund to order the item when it’s back in stock.
For items that are no longer available, Route will issue a refund for that item.
For orders under $100 USD, Route Protect is only $2.15. For orders over $100 USD, the cost of Route Protect is calculated based on a percentage of the order total.
Route provides package protection on your packages that are lost, stolen, or damaged. However, Route is not the merchant so they do not have access to change the details of your order (items, shipping address, cancellation, etc.). Please contact our wonderful customer care team during standard business hours in order to request that your order details (such as shipping address) be changed.
When you purchase Route Package Protection, you can report an order issue for packages that may be lost, stolen, or damaged. Read Route Package Protection Policies.
All issues must be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
- Damaged: Within 15 days of when the package was marked delivered
- Lost (domestic): Between 7* and 30 days from the last tracking update
- Lost (international): Between 20* and 30 days from the last tracking update
- Stolen: Between 5* and 15 days of when the package was marked delivered
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.Add Answer
- Open your email from Route
- You can find your Route Order ID at the top of the email
- *Your Route Order Number may also be found in your Shipping Confirmation Email