HisRoom Return Policy
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Return Policy



Please Note: All items with prices ending in $.99 or
marked as close-out are non-returnable/non-exchangeable.


Our Easy Return Policy:

We hope you enjoy your purchase; however, we understand that sometimes there may be a need to return/exchange an item.

Please follow the simple steps below to return or exchange your item. You may return unworn, unwashed merchandise in its original condition with all tags attached. Items must be in new condition (free of odor, cosmetics, markings etc.) We know that underwear is personal. We therefore take extra care to inspect and test all returned items to insure they are in new and pristine condition before returning anything to our inventory.

If you're returning something, you are responsible for the return shipping costs. If there are credits or charges due on the merchandise, they will be issued to the original credit card used for the purchase. Upon receipt, our goal is to process your request within 2 business days.

Returns must be received within 30 days of the shipment date. Please note that some special items are subject to a shorter return period, or are non-returnable. These items are identified on our website. All close-out/final sale items are non-returnable and non- exchangeable. This includes but is not limited to all final sale items ending in $0.99.

How to return or exchange an item:

1. Complete the simple return form included in your package, including item information and the reason for the return. If you wish to exchange this for a different item, please also complete the exchange section of the form and tell us the style #, color, size and quantity.

2. Pack items for return and include the return form. Items must be unworn, unwashed, in their original condition with the original tags.

3. A return label is included in your package for your convenience. This is not a pre-paid label and you will be responsible for shipping costs.

4. For your protection, we recommend you return your items using certified and insured mail.

International Returns / Exchanges:

HerRoom has partnered with BorderFree, a trusted 3rd-party company to fulfill international orders. We know that at times an item may need to be returned for an exchange. Due to international shipping requirements, an item you return will be processed as a refund. You can then place a new order for the item you'd like to receive. You can request a Return Merchandise Authorization through BorderFree by contacting the HisRoom customer service department. Learn more about our international shipping.

US Military Returns / Exchanges:

Orders shipped to all Military addresses are are considered US addresses. These returns are handled the same way they would be for domestic returns.


Important Notes About Returning Undergarments
  • Please make sure all tags and packaging are intact, and that items are packaged to protect their shape.
  • We're sure you expect the items you buy from HisRoom to be in brand-new condition. That's why we request that, if you're unsure about your purchase, you try your new underwear on only over your own clean underwear. All returned underwear and other items with a crotch are closely examined and tested: we never put previously worn items back into our inventory. If an item doesn't pass our inspection, we cannot accept it as a return.
  • We suggest you do not wear cologne or deodorant when trying on your purchase. These can leave marks or scents, which may make the item non-returnable.
  • We are committed to selling only brand-new, pristine items. So, for the peace of mind and health of all our customers, we reserve the right to refuse returns on items that may not meet hygiene and health regulations.

Our Simple Exchange Policy:

We gladly pay for the re-shipping cost of exchanged merchandise (one exchange per order, please).

Exchange by phone - Call us at 800-558-6779. We’ll send in-stock items right away and credit your return once it is received and processed (please allow 3-4 weeks)

Exchange by Priority Mail - Simply list the new items you'd like in exchange on the return form and include the form in your return package (We strongly suggest Certified or Insured mail).

Errors or Damaged Merchandise:

In the unlikely event you receive damaged or incorrect items, simply contact our customer service department at 1-800-558-6779 to explain the issue. If you then return the item and it is in fact damaged or defective, we will reimburse you for return shipping.

We suggest that you take a photo of the damage or defect and email the photo to Customer Care. We can then quickly determine if the item is defective or damaged. If it is, we’ll send you a pre-paid return shipping label right away. The photo also helps us speed the information to the buyers and manufacturer.

If we have made an error in your order, for example, sent a size or color that differs from your order, we'll send you a pre-paid return shipping label. You will not be charged for shipping a replacement item on this order.

Special Notes:

  • Late Returns/Exchanges - If more than 30 days have passed since your package shipped and you would like to exchange/refund any of your items, we reserve the right to accept or refuse them. If accepted, a $10 or 20% re-stocking fee (whichever is greater) will be deducted from your refund.
  • Final Sale Items - Items ending in a sale price of $.99 are FINAL sale items. These items are non-returnable, non-refundable and non-exchangeable.

* Return Policy for Bridal Items:

Bridal items must be returned within 15 days from the shipping date. We have found that brides are often not certain about their size and will order several sizes of the same garment. This puts great demands on styles for which there may be limited stock. It is for this reason that we enforce our re-stocking fee rigorously for late returns on Bridal items. Returns received after 15 days will be subject to a $10.00 or 20% re-stocking fee (whichever is greater), if accepted.

If you have any questions, please contact us.


For your convenience:

Phone:
800-558-6779 toll-free
214-838-5860 outside the U.S.

Phone & Live Chat Hours:
Monday-Thursday: 7AM – 7PM Central
Friday: 7AM – 5:30PM Central
Saturday: 10AM – 6PM Central
Sunday: CLOSED

Mailing Address:
8941 Empress Row
Dallas, Texas 75247

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© 2014 Andra Group, LP - Thursday, July 31, 2014 (A1).