Frequently Asked Questions
Frequently Asked Questions
If you have a question, we have an answer; and don't worry you are not alone. Many people share the same experiences when shopping online, which means they have the same types of questions as you. We have compiled some of the most frequently asked questions, and their answers, below. Of course, if you have other inquires or would like more details; please don't hesitate to contact our customer care representatives at 1-800-922-6250 between the hours of 9 a.m. - 8 p.m. EST, Monday to Friday.
How do I know if an item is actually in stock?
We use real-time inventory, which means that you can see the availability of any color/size combination on each product's web page.
What gift options are available?
Wacoal e-gift cards are available for purchase on our websites in any denomination between $25 - $500, and can be used on line at Wacoal-America.com, btemptd.com or wacoalworld.com. They are the perfect choice when you want to give a special present that you know will always fit. E-gift cards do not expire. Read all the details about e-gift cards.
Do you offer online coupons?
We do not discount items at Wacoal. From time to time styles may be discontinued and in that case they will be marked down for sale.
Why should I register?
Registered customers enjoy many benefits. For example, they can easily check order status and history, create and maintain an address book, make and share a wish list, and receive information about new products and special events. They will also get updates on Wacoal's involvement in promoting breast cancer awareness.
Who can see my Wish List?
Your Wish List is private and can only be viewed by the people you invite to see it. You can revise your Wish List, by logging into your account and changing the Share Your Wish List form, and we'll send an email inviting your friends and family to see your list.
Do you take backorders?
No. If an item is out-of-stock it will appear grey instead of white in the size drop down box. When you try to select an unavailable size you will be given an option to receive an email when this product is available again. However, we do not reorder all merchandise, which means that if the garment you have chosen does not become available again, you will not receive an email.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, and Discover online.
How do I know that my order is secure?
Our site only accepts orders from Web browsers that permit communication through Secure Socket Layer (SSL) technology, which encrypts the information you put in. This means you should not be able to inadvertently place an order through an unsecured connection. You should, however, be aware that 100% security is not always possible. Also, it is important for you to protect against unauthorized access to your password and to your computer. Be sure to sign off when finished using a shared computer.
How do I update personal information for my account?
Simply log in to your account and make the appropriate changes. You will be able to change your mailing and contact information, as well as update your subscription preferences. If you have trouble logging in because you have forgotten your password, you can send us an email and we will respond with a message containing instructions about how to correct the problem.
How do I opt-in to receive emails?
You can sign up using the link on the homepage or go to my account and register.
Can I store frequently used shipping addresses for quicker checkout?
Yes, as long as you are a registered customer. You may set up your address book by logging into your account and clicking the “Add New Address” button. You can edit stored addresses here, too. Or, you can add a new address while placing an order by clicking the “Save to Address Book” button when you enter the shipping information.
Can I place a phone order?
Yes, we will gladly take your order over the phone. If you would like to place an order with a customer care representative, please call 1-800-922-6250 between the hours of 9 a.m. - 8 p.m. EST, Monday to Friday.
SHIPPING AND RETURNS
What shipping services/methods do you use?
We use United States Postal Service (USPS) as our standard carrier for shipping to all addresses in the United States including Alaska, Hawaii, and P.O. or APO/FPO boxes. Please note, UPS does not deliver on Saturdays. Click to see our Shipping Policy with complete information on shipping methods, charges, and delivery estimates.
How long does it take for an order to be processed and shipped?
Orders placed Monday to Friday (excluding holidays) are shipped within 1-2 business days. Orders placed on weekends go out starting on Monday, including priority shipments. Expedited orders received by 12 p.m. EST are shipped on the same day, excluding weekends and holidays. Expedited orders received after 12 p.m. EST are shipped on the next business day.
If I am not satisfied with my order, who pays for return shipping?
We do. We include a Merchandise Return Label in all orders so that if you need to send merchandise back, the shipping is free. If your order does not contain a Merchandise Return Label or if your label has been misplaced, please call customer service 1-800-922-6250 between the hours of 9 a.m. - 8 p.m. EST Monday to Friday, and we will arrange to send you another.
How do I track my order?
Once your order is shipped, you will be sent an email confirmation which will include a UPS tracking number or postal delivery tracking information.
Does Wacoal accept international orders?
Merchandise purchased on Wacoal-America.com and btemptd.com can only be shipped to destinations in the United States.
Can I cancel my order?
If you need to cancel or change your order, please call us as soon as possible as we will make every effort to process your order as quickly as possible so that you may begin enjoying your new Wacoal or b.tempt'd products. Simply call 1-800-922-6250 Monday to Friday 9 a.m. - 8 p.m. EST, and we'll do everything we can to accommodate your request. Please note, however, that we cannot change or cancel an order once it has entered the shipping process.
What is your return policy?
At Wacoal, we believe so strongly in the quality of our fabrics and our craftsmanship, that we are willing to guarantee your satisfaction. This means that we offer FREE returns or exchanges on any UNWORN or defective garments, if the merchandise is returned within 60 days from the original ship date. Click to see our full return policy.
Does Wacoal have a warranty?
The quality of our merchandise is fully guaranteed by Wacoal America, Inc.
If you have a question or concern about the quality of our product please contact us at firstname.lastname@example.org.
What information is collected about me?
I've seen advertising for Fit for the Cure, but what exactly is it?
Fit for the Cure® is a great opportunity to have a professional bra fitting and help Wacoal fight breast cancer at the same time. During a Fit for the Cure® event, Wacoal will donate $2 to the Susan G. Komen for the Cure for every woman we fit in a Wacoal or b.tempt'd bra. There is no purchase necessary. Two-dollar donations are also made on every Wacoal or b.tempt'd bra or shapewear sold at the event. There are approximately 1,100 Fit for The Cure® events held each year. Please check out our event locator to find an event near you and help Wacoal fight breast cancer.
Why is my favorite bra or panty style discontinued?
At Wacoal, we do recognize that it is frustrating when your favorite style is suddenly no longer available. We think long and hard before we say goodbye to any style. There are many reasons that a style is discontinued. On occasion, some of the components of a style cease to exist and we can no longer manufacture the style without compromising its specific design features, probably the ones that made it your favorite . We are constantly analyzing what works and what does not. Many styles in our line have stood the test of time due to Wacoal's legacy of exceptional fit and design. Wacoal is fortunate to have access to the newest fabrics, best construction methods, and latest technologies and strives to create styles that make women look and feel their best. Our team of fit consultants are experts in helping you find your perfect fit and hopefully a new favorite style. To set up an appointment with a Wacoal fit consultant at a store near you, please call us 1-800-922-6250 Monday to Friday 9 a.m. - 8 p.m. EST and press menu option 2 to speak with a fit consultant.
What is a minimizer bra? How do I know if I need one?
Minimizer bras help to make the bustline look smaller. They are a great lingerie choice for full figured women who would like to make their clothes fit better; they can, for example, help prevent button-down blouses from pulling or looking tight around the bustline. Most Wacoal minimizer bras reduce the bustline approximately one inch.
What is a convertible bra?
A convertible bra has removable straps that allow it to be transformed into a halter, racer-back, one-shoulder, or strapless style. Convertible bras are extremely versatile and solve so many challenging lingerie dilemmas that every woman should have one in her bra wardrobe.
What are the different types of shapewear that Wacoal offers?
Wacoal offers shapewear that helps women get the silhouette they want just when they need it. Garments range from simple briefs to long leg shapers and camis that control the torso and tummy. All of our shapewear uses the newest fabrics and innovative technologies to give you the comfort and fit that you desire. Our shapewear comes in light and moderate control. Lightweight styles promise to reshape your body with the power of, dare we say it, a (girdle) from years gone by. Moderate control shapewear provides strategic control and smoothing.
Why does the wire poke through?
An underwire will usually poke through a garment for one of two reasons: Either you are wearing the wrong size or you are washing the garment incorrectly.
Is your underwire nickel free?
Yes! The contents of all our underwires, coatings, and tips are certified nickel free.
What determines a petite size?
Wacoal's petite sizes are all about body proportion, not height. We believe that small framed, small busted women also deserve superb fit and beautiful bras so our line of petite bras offers a wide variety of styles to meet your every need.
Will I be the same size in all Wacoal and b.tempt'd bras?
Don't assume all bras are created equal. Different design processes and fit characteristics among brands and styles influence the fit of a garment. b.tempt'd bras, for example, run slightly smaller than Wacoal bras.
What's the best way to put on a bra?
The best way to put on a bra is to bend at the waist and slip the bra on over her shoulders. Let your breasts fall into the cups and make sure the wires rest completely under the breast tissue. Stand up straight and fasten the bra in the middle hook.
What is the most common mistake women make when they are trying to find the correct bra size?
Many women choose bras with the bands too big and the cups too small. For the perfect fit, we recommend an in-store appointment with a fit specialist. It will only take 15 minutes, yet the wonderful effects you'll feel will last a lifetime (or at least until it's time for another fitting!). See our store locator. If you are unable to get to a store for a fitting, you can use the Fit Formula on our website to help you determine your correct size.
Where are a woman's breasts supposed to sit in her bra?
Use the elbow test to see if your breasts are sitting in your bra correctly. To conduct this test, stand sideways in the mirror and bend your elbow to a 45°angle. Your bra should sit in the middle of your arm between your elbow and shoulder. If it is in the upper half of your arm, the desired lift is being attained. If the bra is sitting in the lower half of your arm, a change of style or size is required.
What bra sizes can Wacoal accommodate?
Our extensive size range goes from 32-44 band and AA to H cup. B.tempt'd runs 30-38 band and A to DDD cup. However, not every bra comes in all sizes.
How long should my bra last?
If cared for properly (see instructions below), well-made bras like those offered by Wacoal and b.tempt'd should last for about 100 washings. After this, they will not offer the desired fit or support.
How many bras should I own?
A bra wardrobe is easy to assemble. We recommend that all women have the following styles ready to wear: one seamed bra, one without seams, a contour bra for opacity and shaping, one strapless, one racer back, either a minimizer or a pushup, a sports bra and at least one really sexy bra. The general rule of thumb is to pick your favorite bra and buy three of them in a neutral color. This way, you'll always have one to be worn, one in the wash and one in your drawer. By rotating the three bras you use the most you will extend their lives and actually save money in the long run.
How should lingerie be washed?
Ideally you should hand wash your lingerie in a delicate detergent specially formulated for bras and fine clothes. If you must machine wash your bras use a lingerie wash bag to protect these delicate garments from snags, tangles and tears. Before you put your bras into the bag, fasten the closure to avoid possible snagging, fold cups into one another, and place straps in the cups. Place bag in washing machine and run on the warm water cycle using mild soap or detergent. Also, as with other clothes, you should wash light and dark colored bras separately, as synthetic fibers tend to pick dye from the wash water. Do not wring-out or twist the garments to remove excess water.
Can I put my lingerie in the dryer?
We suggest laying your lingerie out flat or drying it on a line. The heat of tumble dryers often ruins lingerie because it breaks down the delicate fibers used in embroideries, laces, and other fabrics.