Shipping & Returns - at Wacoal-America.com

Changes or Cancellations

If you would like to cancel or change your order, call 1-800-WACOAL-0 Monday to Friday 9 a.m.- 8 p.m. EST as soon as possible. We'll do everything we can to accommodate your request. Please bear in mind that our order-fulfillment and shipping systems are designed to get merchandise on its way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process.

Shipping

Once your order has been processed and the issuing bank has verified your credit card, your merchandise will be shipped, and you will be charged. If your order cannot be processed, a customer care representative will contact you by email or telephone. The time it takes for your package to arrive depends on the method of shipping that you choose and the day of the week that you place your order. We use the 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. Packages sent by the USPS usually take 5-10 business days to arrive. Carriers will not guarantee the arrival dates of packages. Please keep this in mind if you need a package to arrive on a particular date. 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 12:00 p.m. EST are shipped on the same day, excluding weekends and holidays. Expedited orders received after 12:00 p.m. EST are shipped on the next business day. View our shipping rates.

Track Your Order

After you place an order online we will send you an email confirming your purchase. If you do not receive this email, please contact us at orders@wacoal-america.com. Once your order has been shipped—usually within 1-2 business days—you will receive another email, which will include your tracking number. If the shipping of your merchandise will be delayed for any reason, you will also be notified by email.

Returns / Exchanges

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. To ensure you receive a full refund remember to:

  • Keep all hangtags on the garment.
  • Try on panties over clean underwear. We can only give you a full refund if the panties you return are in immaculate condition.
  • Take off your jewelry. Our lingerie is made from fine and delicate fabrics, which can snag and tear easily. It’s easy to prevent damage by removing your jewelry before trying on your new lingerie.
  • Prevent perfume, smoke or deodorant from getting on garments. Even the smallest amount of either can discolor a bra or pair of panties, which will disqualify them for return.

* We reserve the right to refuse returns on items that do not meet acceptable hygiene and health standards. 

Return/Exchange Process

To ensure a prompt refund to your account, return the item(s) as soon as you decide that it is not what you wanted. Follow the instructions below to make sure that your package is received and processed accurately:

  • Place the unused or defective item(s) in the original packaging. If the original packaging is no longer useable, you may place items in another box or envelope mailer.
  • Fill out the Return Form on the back of your packing slip, making sure to complete “reason for return code" as defined on the form.
  • Use the Merchandise Return Label included in your original order so that the return shipping is free. If you have lost your Merchandise Return Label, call customer service 1-800-WACOAL-0 (922-6250).

Please note that Wacoal uses the U.S. Postal Service (USPS) as its carrier for returns, which means that it could take up to two weeks for your item(s) to reach our warehouse. As soon as your return is received, the garments are inspected. If there is no damage and the hangtags are still on the garment, a full refund—less the non-refundable initial shipping fee—is issued to the credit card used for purchase. Depending on your bank, credit card refunds will be posted to your account in 8-10 business days.

To expedite an exchange, you may order your new selections online or by calling 1-800-WACOAL-0 (922-6250). We will send in-stock items right away and credit your return once it is received and processed. We will notify you by e-mail once your return is complete. You will not be expected to pay shipping fees for the items you order in exchange for the ones that you return. If your new order costs less than the amount designated for free shipping, please call us at 1-800-WACOAL-0 (922-6250), and we will make an adjustment to your account.