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Frequently Asked Questions

  • 1. Oh no! I’ve chosen the wrong size or style for my Subscription. How can I change it?

    Too big or too small?

     

    Pop Lily an email at lily@lingerieletters.co.za before 12 noon on the 15th of the new month so she can update your Size (XS - XXL) or Style (Brief, Thong or Surprise Me) for you.

     

    We only manufacture as many Knickers as per our active Subscriber count each month and our Size and Style breakdown gets sent through to our CMT for cuting and sewing after our monthly cut-off at 12 noon on the 15th of the new month.

     

    If you are unsure of your Size, have a squizz at our Size Chart or pop Lily an email at lily@lingerieletters.co.za with your measurements so she can assist you before placing your order online. Due to the personal nature of our items www.lingerieletters.co.za does not accept returns on any Subscription or Boutique orders for hygiene reasons. 

     

     

  • 2. Can I change my delivery address?

    Moving? No problem!

      

    1) You can either pop Lily an email at lily@lingerieletters.co.za with your new daytime delivery address;

     

    OR

     

    2) Update your daytime delivery address in your Customer Account

     

    * Simply Sign In to your account

     

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

     

    * Click on Add New Address


    * Complete all the required fields


    * Tick the Use As My Default Shipping Address box and click on Save Address


    * Delete any Additional Address Entries


     

    Subscription packing lists are pulled on the last day of the month. Shipping labels are process within the days to follow for packing. If you updated your default shipping address in your Customer Account between the 1st and the 10th of the new month, please email Lily to notify her. We don't want your Lingerie Letter to get lost or stolen by shipping it to the wrong address.

     

     

  • 3. Can I cancel my subscription?

    Your Knicker Drawer is overflowing and the Panty Party must come to an end...

     

    We work on a monthly cycle (from 12 midday on the 15th of the current month until 12 midday on the 15th of the following month). That's when our Subscription Knickers go into production and our Debit Order batches get processed.

     

     

    DEBIT ORDER CUSTOMERS

     

    Debit Order customers can opt-out of their Monthly Recurring Subscription and Debit Order by emailing us between the 1st and the 15th of the new month to avoid getting debited for the following month's Lingerie Letter.

     

    Because your Subscription order was placed through our website your Subscription order also needs to be cancelled through our website. There are no lock-ins or cancellation fees and once a cancellation has been processed through our website, no further Debit Orders will be passed against your Bank account.  

     

    PLEASE DO NOT ISSUE A STOP PAYMENT INSTRUCTION WITH YOUR BANK.

     

    Firstly, your Bank won't inform us, which will affect our Return Debit Ratio (we'll unknowingly pass you in our Debit Order batches and get charged bank fees).

     

    Secondly, your Bank will see this as a dispute logged for a fraudulent Debit Order instead of payment for a legitimate product or service, which needs to be cancelled directly with the service provider (this interferes with the Bank's effort to combat actual fraud).

     

    Thirdly, your Bank will block us from passing any Debit Orders against your account again until such time as you contact them to lift the stop payment instruction should you wish to Subscribe to our service again (let's face it, you have much better things to do than be on the phone with the Bank (wink).

     

     

     

      

     

    DEBIT CARD & CREDIT CARD CUSTOMERS


    Visa / MasterCard customers can opt-out of their Monthly Recurring Subscription by emailing us between the 1st and the 15th of the month. Those who already got billed during this period are also eligible for cancellation and can be refunded for services not yet received if so wished.

     

     

    There are no lock-ins or cancellation fees and once a cancellation has been processed via the Wirecard web console, your Debit Card or Credit Card won't get billed by us again going forward.

     


    PRE-PAID GIFT SUBSCRIPTION CUSTOMERS

     

    Pre-paid Gift Subscription customers can opt-out by emailing us between the 1st and the 15th of the new month - they are also eligible for cancellation and can be refunded for services not yet received, however will lose the discounted amount received upon signing up.

     

     

     

     

     

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

    Indeed there is.

     

    We have a monthly cut-off at 12 noon on the 15th of each month for new Subscription Sign Ups. This gives us enough time to have all our Knickers locally made (we only buy as much fabric to sew up as many pairs as per our active Subscriber count at the time of the monthly cut-off) for delivery between the 15th - 20th of the following month. 

     

    If you Sign Up before 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you between the 15th and the 20th of the following month. If you Sign Up after 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you between the 15th of the month thereafter...

     

     

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

    We offer 2 types of Subscriptions at Lingerie Letters:

     

     

    * SUBSCRIBE: Monthly Recurring Knicker Subscription (R179 p/m). The Monthly Recurring Knicker Subscription will automatically renew itself each month until you decide to opt-out / cancel by popping Lily an email at lily@lingerieletters.co.za. Kindly refer to Nr. 3 - Can I Cancel My Subscription?

     

     

    * GIFT: Pre-paid one (R179 - once-off payment), three (R510 - once-off payment) or six (R960 - once-off payment) Month Knicker Gift Subscripiton. The pre-paid 1, 3 and 6 month Knicker Gift Subscriptions  automatically expires after 1, 3 or 6 months and you would then need to Sign Up again.

     

     

  • 6. How can I pay for my subscription?

    SUBSCIBE:

     

    We are April Showers Investments CC trading as Lingerie Letters.

    No need to be alarmed when you see the payment reference "APRILSHOW" on your bank statement or sms notification.

    It's just your Subscription payment that has gone off and not badies trying to steal your hard earned cash.

     

    1) We offer Debit Order, as well as secure Credit Card payment options at checkout via MyGate for our Monthly Recurring Subscription.

     

    1.1) If you select Debit Order:

     

    Debit Orders are passed on the 18th of each month (if you'd prefer to be passed on the 28th instead, please email us at lily@lingerieletters.co.za). 

    Customers need to ensure they have sufficient funds in their bank accounts to avoid paying unnecessary penalty fees or bank charges for Return Debits

    Should the 18th or the 28th fall over a weekend or on a public holiday, your Debit Order will go off on the next available business day.

     

    * In the event of a Return Debit due to insufficient funds your Bank could charge you a penalty fee.

    This however is between you and your Bank and LL will not be held liable as our Debit Order dates (of the 18th and the 28th) are communicated accross our website (on our Monthly Recurring Knicker Subscription sign up page, How It Works page, T&Cs page, FAQ page) as well as on all order confirmation emails. Should our Debit Order dates not coincide with your salary date, we recommend rather signing up via Credit Card or opting for one of our pre-paid options (3 or 6 month).



    1.2) If you select Credit Card:

     

    Credit Cards are billed within 2-3 business days once an order has been placed and subsequently on the same date each month

    when the next payment cycle is due until you decide to opt-out.

     

    * If your order was placed after 12 noon 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 LingerieLetters.co.za you always get what you pay

    for and the pair from the first payment gets owed to you at the end of your subscription period. 

     

     

    GIFT:

     

    2) We offer EFT, as well as secure Credit Card payment options at checkout via MyGate for our pre-paid Gift Subscriptions

     

    2.1) If you select EFT:

     

    * You will receive an order confirmation email with our bank account details after successfully Signing Up.

    Your Gift Subscription will be activated as soon as payment has been received (kindly send though POP and remember to use your order number

    as reference). It can take up to 48 hours for a payment to reflect. 

     

     

     If you select Credit Card:

     

    Credit Cards are billed within 2-3 business days once an order has been placed. This is a once-off payment.

     

     

     

     

     

    * Credit Cards will be billed within 2-3 business days once orders have been placed.

  • 7. How can I pay for my boutique order?

    BOUTIQUE:

     

    We are April Showers Investments CC trading as Lingerie Letters, so no need to be alarmed when you see the payment reference APRIL SHOWERS on your bank statement or sms notification.

     

    We offer EFT, as well as secure Credit Card payment options via MyGate for Boutique orders.

     

    * You can choose to pay via EFT. You will then receive an email with our bank account details once your order has been placed. Payment must be made within 24 hours, otherwise your order will be cancelled. After payment is received, your order will be processes and you will receive a shipping confirmation email as soon as your order has been completed. Please remember to email POP and to include your order number as the reference.

     

    * Credit Cards will be billed within 2-3 business days once orders have been placed.

  • 8. How does the sizing work?

    All Lingerie Letters intimates are designed and handmade with love right here in Cape Town for the South African woman. Our fabric and trims are hand selected and sources locally to ensure quality and comfort.

     

    If you are unsure of your Size, have a squizz at our Size Chart or pop Lily an email at lily@lingerieletters.co.za with your measurements so she can assist you before placing your order online. Due to the personal nature of our items www.lingerieletters.co.za does not accept returns on any Subscription or Boutique orders for hygiene reasons.

     

     

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

    BOUTIQUE ORDERS:


    We deliver to physical addresses in South Africa via Courier within 3 - 8 business 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 shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery 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.

     

    Shipping & Handling: FREE delivery for Boutique orders over R1500. A standard delivery fee of R70 will be added to Boutique orders under R1500.

     

    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.  

     


    SUBSCRIPTION:

     

    We deliver to physical addresses in South Africa via Courier around the 15th of each monthDeliveries 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 shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery 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.

     

    Shipping & Handling: FREE delivery for Monthly Recurring, as well as Once-off 1, 3 and 6 Month Subscriptions.

     

    We have a cut-off time / date of 12 noon on the 15th of each month for new Subscription Sign Ups. This gives us enough time to have all our knickers locally made and shipped from Cape Town. If you Signed Up before 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you between the 15th and the 25th 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 between the 15th and the 25th of the month thereafter. Keep a look out for your favourite courier guy around mid-month every month for as long as your subscription is active.

     

    Keep a lookout for your favourite Courier guy around mid-month every month for as long as your Subscription is active.

  • 10. Do you offer plus size panties?

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

  • 11. Where are Lingerie Letters intimates made?

    We are proud to say that all LL knickers are designed and handmade with love locally in Cape Town. That makes us proudly South African. Fabrics and trims are hand selected and sourced locally to ensure quality and comfort.

  • 12. Are there any hidden costs?

    Nope - what you see is what you get: 

     

    FREE delivery on all Subscriptions (Monthly Recurring as well as Once-off 1, 3 or 6 Month Knicker Gift Subscriptions).

     

    FREE delivery for Boutique orders over R1500. A standard delivery fee of R70 will be added to Boutique orders under R1500.

     

    ** In the event of a return Debit Order due to insufficient funds your Bank could charge you a penalty fee. This however is between you and your Bank and LL will not be held liable as our Debit Order dates (of the 18th and the 28th) are communicated accross our website (on our Monthly Recurring Knicker Subscription sign up page, How It Works page, T&Cs page, FAQ page) as well as on all order confirmation emails.

     

  • 13. Lily's Frillies Loyalty Programme

    Friends don't let friends wear ugly undies, so share the lingerie love by inviting your besties and start earning!

     

    1 Frilly = R1

     

    HOW TO EARN:


    2 Frillies = R2 for every friend referred.

    10 Frillies = R10 for every friend that signs up for an LL customer account via your unique referral URL, unique referral code or unique referral email found under My Referrals in My Account.

    20 Frillies = R20 for every basket size exceeding R600.

    You receive 20 Frillies from Lily on your birthday! 

     

    HOW TO SPEND:


    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.

     

    The 'SPEND YOUR POINTS' slider becomes visible in your shopping cart once you've accumulated enough frillies to spend. Simply move the slider to discount your shopping cart.

     

     

  • 14. Shipping Policy

    BOUTIQUE ORDERS:


    We deliver to physical addresses in South Africa via Courier within 3 - 8 business 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 shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery 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.

     

    Shipping & Handling: FREE delivery for Boutique orders over R1500. A standard delivery fee of R70 will be added to Boutique orders under R1500.

     

    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.  

     


    SUBSCRIPTION:

     

    We deliver to physical addresses in South Africa via Courier around the 15th of each month. 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 shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery 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.

     

    Shipping & Handling: FREE delivery for Monthly Recurring, as well as Once-off 1, 3 and 6 Month Subscriptions.

     

    We have a cut-off time / date of 12 noon on the 15th of each month for new Subscription Sign Ups. This gives us enough time to have all our knickers locally made and shipped from Cape Town. If you Signed Up before 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you between the 15th and the 25th 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 between the 15th and the 25th of the month thereafter. Keep a look out for your favourite courier guy around mid-month every month for as long as your subscription is active.

     

    Keep a look out for your favourite courier guy around mid-month every month for as long as your subscription is active.

  • 15. Returns Policy

    When purchasing intimates, kindly pay attention to the size detail and product description to avoid purchasing the wrong size, as well as disappointment with your item. If you are unsure about a particular size, fit, style or fabric, please feel free to pop Lily an email at lily@lingerieletters.co.za for advice or have a look at our size chart.

     

    Due to the personal nature of our items www.lingerieletters.co.za and it's brand partners will not accept returns on any Boutique items or Subscription orders for hygiene reasons. This includes the Bye Bra / Best Breast products as well, so be sure to read the application instructions on the back of your packet very carefully and watch the 'how to apply' video clip online prior to application.

     

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

     

    * Lingerie 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 at lily@lingerieletters.co.za with a photo of the damaged goods and details of such order.

     

    * LingerieLetters.co.za does not accept returns on SALE or clearance items.

     

    * Returns are only valid up to 14 days after receipt.

     

    * Returns submitted after 14 days will not be accepted.

     

    * Refunds, where applicable, will appear in your account within 30 days of LingerieLetters.co.za receiving your return.

     

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

     

    Your return is your responsibility at your own cost until received and signed for by Lingerie Letter. We therefore recommend making use of a reliable shipping method i.e. a Courier Company. Should you wish to return your parcel to us via the SAPS, we recommend their Speed Services Courier option for tracking purposes, as well as insuring your parcel to make sure it reaches us.

  • 16. When is the payment deducted from my account for my Subscription?

    SUBSCIBE:

     

    We are April Showers Investments CC trading as Lingerie Letters, so no need to be alarmed when you see the reference APRIL SHOWERS on your bank statement or sms notification - it's only your Subscription payment that has gone off and not badies trying to steal your hard earned cash.

     

    1) We offer Debit Order, as well as secure Credit Card payment options via MyGate for our Monthly Recurring Subscription.

     

    1.1) If you select Debit Order:

     

    Debit Orders are passed on the 18th or the 28th of the month. Customers need to ensure they they have sufficient funds in their bank account on those days to avoid return Debit Orders and unnecessary bank charges. Should the 18th or 28th fall over a weekend or on a public holiday, Debit Orders will go off on the first available business day.

     

    * In the event of a return Debit Order due to insufficient funds your Bank could charge you a penalty fee. This however is between you and your Bank and LL will not be held liable as our Debit Order dates (of the 18th and the 28th) are communicated accross our website (on our Monthly Recurring Knicker Subscription sign up page, How It Works page, T&Cs page, FAQ page) as well as on all order confirmation emails.

     

    1.2) If you select Credit Card:

     

    Credit Cards will be billed within 2 - 3 business days once orders have been placed and subsequently on the same date each month when the next payment cycle is due until you decide to opt-out..

     

    * If your order was placed after 12 noon 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 LingerieLetters.co.za you always get what you pay for and the pair from the first payment gets owed to you at the end of your subscription period. 

     

     

    GIFT:

     

    2) As soon as you place an order for a Once-off Gift Subscription, a once-off payment will need to be made. We offer EFT, as well as secure Credit Card payment options via MyGate for Once-off Gift Subscriptions.

     

    2.1) If you select EFT:

     

    * 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 email POP and to include your order number as the reference.

     

    2.2) If you select Credit Card:

     

    Credit Cards will be billed within 2-3 business days once orders have been placed. 

  • 17. When will my Lingerie Letter be delivered?

    We have a monthly cut-off at 12 noon on the 15th of each month for new Subscription Sign Ups. This gives us enough time to have all our knickers locally made and shipped from Cape Town for delivery between the 15th and the 25th of the following month

     

    If you Signed Up before 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you between the 15th and the 25th 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 between the 15th and the 25th of the month thereafter.  

     

    Keep a look out for your favourite courier guy around mid-month every month for as long as your subscription is active.

 

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