Shipping & Returns
Shipping Policy
We may not have Lingerie Letters stores in every town (not yet, anyway!), but we can bring your favourite knickers straight to your door. We offer door-to-door courier delivery throughout South Africa, so whether you’re ordering a monthly subscription or choosing a pair from the Past Pairs Boutique, your order will make its way to you by courier.
Monthly & Pre-paid Knicker Gift Subscriptions
When will my Lingerie Letter be delivered?
Subscriptions have a monthly cut-off of midnight on the 15th of each month.
If you subscribe before midnight on the 15th, your first Lingerie Letter will be made and sent the following month. We usually ship subscriptions from around the 16th of the month, with delivery expected between approximately the 20th and 25th.
For example, if you subscribe on 10 September, your first Lingerie Letter will be made and shipped in October.
You’ll receive a shipping confirmation email with your tracking number and information on how to track your parcel.
Missed the 15th? You’re welcome to contact us and we’ll let you know if we’re able to accommodate a late sign-up.
How long does delivery take?
Once your parcel has been collected by the courier, delivery usually takes:
- Local: 1–3 business days
- National: 3–5 business days
- Outlying areas: 5–7 business days
All subscriptions include nationwide door-to-door courier delivery throughout South Africa, worth R90.
What if I’m not home when my parcel arrives?
Someone will need to be available to receive and sign for your parcel.
If you’re usually out during the day, you can provide a daytime business address or another address where someone you trust can receive your parcel. Couriers generally deliver between 08:00 and 17:00, Monday to Friday.
If delivery is missed, the courier will contact you to arrange a suitable delivery time. If the parcel is returned to us after multiple unsuccessful delivery attempts, a re-shipping fee will apply.
Monthly Knicker Subscription | Pre-paid Knicker Gift Subscriptions
Past Pairs Boutique Shop Orders
When will my parcel be delivered?
Orders are processed as soon as payment has cleared.
Once your order has been shipped, you’ll receive a shipping confirmation email with your tracking number and information on how to track your parcel.
South African delivery times
- Local deliveries: 1–3 business days
- National deliveries: 3–5 business days
- Outlying areas: 5–7 business days
A fixed standard delivery fee of R90 applies to Past Pairs Boutique Shop orders.
What if I’m not home?
Someone you trust will need to sign for your parcel when it arrives.
If you’re not usually at home during the day, we recommend providing an alternative daytime delivery address, such as a work address. Couriers deliver Monday to Friday, 08:00–17:00.
If the courier arrives when nobody is available, they will contact you using the telephone number provided with your order to arrange another delivery attempt.
If the courier is unable to reach you after multiple attempts and your parcel is returned to us, a re-shipping fee will apply.
Returns Policy
Does Lingerie Letters accept returns?
Because our Knickers are intimate garments, we don’t accept returns on Past Pairs Boutique Shop or Subscription orders for hygiene reasons.
We therefore recommend checking the size, fit, style, fabric and product description carefully before ordering. If you’re unsure about your size or a particular style, our Panty Pen Pal Lily is happy to help at [email protected], or you can check our Size Chart.
What if my order arrives damaged or faulty?
If your item arrives damaged or faulty, please contact Lily at [email protected] within 14 days of receiving your order.
Please include:
- A photo of the damaged or faulty item
- Your order details
- A brief description of the problem
Damaged or faulty items may be exchanged. If we don’t have a suitable replacement or a product of similar value available, we’ll issue a refund instead.
Are sale or clearance items returnable?
No. We don’t accept returns on sale or clearance items.
When will my refund be processed?
Where a refund is applicable, it will be processed within 30 days of Lingerie Letters receiving the returned item.
We’ll email you to confirm once your refund has been processed.
Who pays for the return?
The cost and responsibility of returning an item to us remains with you until the parcel has been received and signed for by Lingerie Letters.
We recommend using a reliable, trackable courier service when returning an item.
If you choose to use the South African Post Office, we recommend using a tracked courier service and appropriate insurance to help ensure your parcel reaches us safely.