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Frequently Asked Questions

  • 1. Oh no, I’ve chosen the wrong size or style. How can I change it?

    It’s simple, just Sign In to your personal account and and update your sizing or style.

     

    * Simply Sign In to your account

     

    * Click on My Subscriptions


    * Then click View


    * Change your Size or Style


    * Click Update


    You will now receive the correct size and style in the next shipment.

  • 2. Can I change my delivery address?

    All Lingerie Letters subscribers are able to change their delivery details at any time.


    Simply Sign In to your account

     

    * Click on Address book on the left hand side of the page

     

    * Click on Change Shipping Address

  • 3. Can I cancel my subscription?

    Members who have signed up for the 1 Month Recurring Subscription can cancel their membership at any time. As Lingerie Letters works on an opt-in basis, you can opt-out at any time and there are no cancellation fees. 


    Members that sign up for a One, Three or Six Month Gift Subscription are also eligible for cancellation and can be refunded for services not yet received, however you will lose the discounted amount that you received when signing up.


    * Please contact Lily at lily@lingerieletters and she will cancel your order and refund you if necessary.

  • 4. Is there a cut-off date for subscription sign ups?

    In order to ensure that you receive your monthly Lingerie Letter, please sign up before 12pm on the 15th of each month.


    E.G. If you are interested in receiving a Lingerie Letter in May, please sign up before 12pm on the 15th of April. Those that sign up after the cut-off date will have to wait until the following month.


    PLEASE NOTE: If you have signed up for a 1 Month Recurring Subscription and paid using either your Cheque or Credit Card, please don’t be alarmed that you will be billed a second time before your first Lingerie Letter arrives – as the payment date always stays the same for each month – this means that we also owe you the following month’s pair too.

  • 5. Do I have to re-order my Lingerie Letter every month?

    We offer two types of subscriptions at Lingerie Letters.

     

    *  1 month recurring subscription http://www.lingerieletters.co.za/subscribe

     

    *  Gift subscriptions (1 month, 3 month or 6 month) http://www.lingerieletters.co.za/gift

     

    The gift subscription will end after the period you selected whilst the 1 month recurring subscription will renew itself each month. As Lingerie Letters works on an opt-in basis, you can opt-out at any time.

  • 6. How can I pay for my lingerie letter?

    When purchasing a Lingerie Letters Recurring Subscription, you have the following options:


    1) You can pay via our payment gateway MYGATE, using a Cheque or Credit card.

     

    2) You can pay via Debit Order by filling out a simple form. All debit order forms received by the 15th at 12pm of the current month will be passed on the 18th of the current month - and successful debits will receive their pair of panties in the middle of the following month. Once your first debit order has been processed, you will receive an email stating that your account is ACTIVE.


    When purchasing a Lingerie Letters Gift Subscription, you have the following options:

     

    1) You can pay via our payment gateway MYGATE, using a Cheque or Credit card.


    2) You can choose to pay via EFT. You will then receive an email with our bank account details. After payment is received, your account will be ACTIVE and you will receive a confirmation email. Please note, this can take up to 48 hours. Please remember to include your order number as the reference.

  • 7. How does the sizing work?

    Lingerie Letters manufacture all intimates locally . This means they are made with love for the South African women. All sizing conforms to local, standard sizes so you can order with confidence that your pretty pair will fit like a glove.

  • 8. Do you offer plus size panties?

    Currently, our sizing ranges from XS - XXL. If you’re looking for another size, please direct your enquiry’s to Lily at lily@lingerieletters.co.za. We value your feedback.

  • 9. Does Lingerie Letters deliver all over South Africa?

    Lingerie Letters delivers all over South Africa.


    *  Due to the recent postal strikes all Recurring Subscriptions and Gift Subscriptions include Free Door to Door Delivery 


    *  A R50 Door to Door delivery fee is charged for all boutique orders, if your order is over R500 courier is Free. 

     

    Please note : As Door to Door Deliveries require a signature on receipt, please provide a physical address where you or someone you trust is available to sign for your parcel. Please note our courier does not deliver to a PO Box address.

  • 10. Where are Lingerie Letters panties made?

    All the panties we produce are made with love right here in South Africa. Fabrics are hand selected and sourced locally to ensure quality and comfort.

  • 11. Are there any hidden costs?

    Nope – whether you’ve chosen the Monthly Recurring Subscription or the One month, Three month or Six month Gift Subscription, everything is included. There are no additional costs.

  • 12. Lily's Frillies Loyalty Programme

    1 Frilly = R1

     

    How To Earn:


    2 Frillies = R2 for every friend referred.

    10 Frillies = R10 for every friend that signs up for an account.

    You receive 20 Frillies from Lily on your birthday! 

     

    How To Spend:


    20 Frillies = R20 for every basket size exceeding R600.

    Limit to 50 Frillies off each purchase.

    Redemption of Frillies is limited to non-special / non-discounted price items. 

    Redemption of Frillies is limited to the boutique, i.e. may not  be used in conjunction with a subscription.

  • 13. Shipping Policy

    SHIPPING

     

    Lingerie Letters Subscription Orders

     

    All Recurring Monthly Knicker Subscriptions and Once-off 1, 3 or 6 Month Knicker Gift Subscriptions include FREE Door to Door Delivery. 

      

    We deliver to physical addresses in SA via Courier depending on your location. Deliveries to select remote or outlying areas will require your item/s to be sent to you via the Post Office. If this is the case, you will be informed of this prior to to shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival. If you are not always at home, then please indicate an alternative address, i.e. a business address, as our Couriers deliver during office hours. If it happens that the Courier delivers and no one is there to sign for the parcel, they will phone you on your indicated telephone number and arrange a more suitable time.

     

    If you Signed Up before 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the following month. If you Signed Up after 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the month thereafter.

     

    Look out for your Lingerie Letters around mid-month of every month, as long as your membership is active.

     

     

     

    Boutique Orders


    FREE Door to Door Delivery for Boutique orders over R500. For Boutique orders less than R500 a R50 delivery fee will be charged.


    We deliver to physical addresses in SA via Courier within 3 - 8 working days depending on your location. Deliveries to select remote or outlying areas will require your item/s to be sent to you via the Post Office. If this is the case, you will be informed of this prior to to shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival. If you are not always at home, then please indicate an alternative address, i.e. a business address, as our Couriers deliver during office hours. If it happens that the Courier delivers and no one is there to sign for the parcel, they will phone you on your indicated telephone number and arrange a more suitable time.

     

    Once payment has been received and order is processed, we will dispatch from our CMT. You will receive a shipping confirmation email with a tracking number and information on how to track your Boutique order. 

     

  • 14. Returns Policy

    RETURNS

     

    Due to the personal nature of our items, Lingerie Letters will NOT accept returns on any of the subscription or online boutique items.

     

     

    * Lingerie Letters does NOT accept returns on Sale or Clearance items. 

     

    * Items can ONLY be exchanged if they are damaged or faulty.

     

    Damaged or faulty items will ONLY be refunded if we do not have a replacement product or product of similar value to send you.


    * To return such items, please email lily@lingerieletters.co.za with a photo of the damaged goods and details of such order.

     

    * Returns are only valid up to 14 days after receipt. Any returns submitted after 14 days will not be accepted.

     

    * Refunds, where applicable, will appear in your account within 30 days of Lingerie Letters receiving your return.

     

    * We will email you to confirm once your refund has been processed.

     

    * Please note, your return is your responsibility until reaching Lingerie Letters. We therefore recommend you insure return parcels.

  • 15. When is the payment deducted from my account for my Lingerie Letters Subscription?

    Lingerie Letters offers two different types of subscriptions: A Monthly Recurring Knicker Subscription, as well as a Once-off 1,3 or 6 Month Knicker Gift Subscription.

     

    1) We accept Debit Order, as well as Credit Card payments via MyGate for Recurring Subscriptions.


    1.1) If you select Debit Order:

     

    * The first Debit Order batch will be passed on the 18th of the current month (this is for all orders placed by 12pm on the 15th of the current month). If your Debit Order was rejected on the 18th a second Debit Order batch will be passed again towards the end of the month 26th.

     

    * It is the responsibility of the customer to ensure that he/she has sufficient funds in his/her bank account to avoid return Debit Orders and unnecessary bank charges.

     

    * Should the 18th or 26th fall over a weekend or on a public holiday, Debit Orders will go off on the next available business day.

     

    1.2) If you select Credit Card:

     

    * Your first payment will be deducted on the day you sign up and on the same date every month thereafter until you choose to opt- out.

     

    * If your order was placed after 12pm on the 15th of the current month, please don’t be alarmed if your Credit Card gets billed a second time the next month before your first Lingerie Letter arrives the month thereafter – at LL you always get what you pay for and the pair from the first payment gets owe to you at the end of your subscription period. 


    2) We accept EFT, as well as Credit Card payments via MyGate for Gift Subscriptions.


    As soon as you place an order for a Gift Subscription, a once-off payment will need to be made. You can either pay via EFT or Credit Card. 

  • 16. When will my Lingerie Letter be delivered?

    Please sign up before 12pm on the 15th of the current month to ensure you receive the next months pair. All letters should arrive before the middle of the following month


    E.G. If you are interested in receiving a Lingerie Letter in May, please sign up before 12pm on the 15th of April. Those that sign up after the cut-off date will have to wait until the following month.

 

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