Making Bottoms Beautiful Since 2012

frequently asked questions

Subscriptions

Oh no! I’ve chosen the wrong Style or Size for my Subscription. How can I change it?

Too big or too small?

Subscriptions renew on the 16th of the month, so be sure to pop Lily an email at lily@lingerieletters.co.za before then so she can update your Style (Brief, Thong, Surprise Me) or Size (XS, S, M, L, XL, XXL) or for you.

If you are unsure of your Size, have a squizz at our Size Chart or email your measurements to lily@lingerieletters.co.za so Lily can assist you before placing your order online.

Can I change my Shipping address?

Moving? No problem

You can either pop Lily an email at lily@lingerieletters.co.za with your new daytime delivery address OR update it yourself via our website:

  • Sign in to “My Account”
  • Click on “Addresses” on the left hand side of the page
  • Click “Edit” next to “Shipping Address”
  • Complete all the required fields
  • Tick “Update the Shipping Address used for all of my active subscriptions (optional)” box
  • Click “Save”
  • An “Address changed successfully” notification will appear.

Subscription packing lists are exported on the 1st day of the month. Shipping labels are processed and printed within the days to follow. If you updated your default shipping address between the 1st – 10th of the new month, please email Lily at lily@lingerieletters.co.za to notify her. We don’t want your Lingerie Letter to get lost by shipping it to the wrong address.

Should your parcel get returned, you would then need to cover the re-shipping cost.

Can I cancel my Subscription?

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

We work on a monthly cycle (from the 16th of the current month – the 16th of the following month).

Subscriptions renew on the 16th of each month.

DEBIT ORDER CUSTOMERS

Debit Order customers can opt-out of their Monthly Subscription and Debit Order by emailing us at lily@lingerieletters.co.za before the 16th of the new month to avoid getting debited for the following month’s Lingerie Letter.

  • Your Subscription order was placed through our website and needs to be cancelled through our website also.
  • Your Debit Order Mandate needs to be deactivated via the Wirecard Debit Order processing platform.

There are no lock-ins or cancellation fees and once a cancellation has been processed, 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 notify us, which will affect our Return Debit Ratio (we’ll unknowingly still pass you in our Debit Order batch and get charged bank fees).
  • Secondly, your Bank will see this as a dispute being logged for a fraudulent Debit Order, instead of a payment for a legitimate product / service which needs to be cancelled directly with us (the merchant / service provider). This interferes with the Bank’s effort to combat actual fraudulent Debit Orders.
  • Thirdly, your Bank will block us from passing a Debit Order against your Bank account again. You would then need to contact them directly to lift the stop payment instruction should you wish to re-Subscribe to our service again at a later stage (let’s face it, you have much better things to do than be on the phone with the Bank (wink).

CHEQUE / CREDIT CARD CUSTOMERS

Visa / MasterCard customers can opt-out of their Monthly Subscription by emailing us at lily@lingerieletters.co.za before the 16h of the new month OR by cancelling their Subscription via their customer account. 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 PayFast, your Visa / MasterCard 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 at lily@lingerieletters.co.za beore the 16th 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.

Is there a cut-off for Subscription sign ups?

Indeed there is.

We have a monthly cut-off at midnight on the 15th of the current month for new Subscription sign ups. This gives us enough time to have our Knickers locally made for packing and shipping around the 16th of the following month.

If you made the cut, we’ll deliver your first Lingerie Letter (discreetly) to your door between the 16th – 20th of the following month.

If you missed the cut, your first delivery will only take place the month thereafter.

E.g. Subscribe 15 Jan, first delivery 16 – 20 Feb. Subscribe 17 Jan, first delivery 16 – 20 Mar.

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

Monthly Subscription (Nope):

  • This is an Auto-Renewing, monthly charge via VISA/MasterCard or Bank Debit Order.
  • Opt-out anytime.

Gift Subscription (Yup):

  • This is an upfront payments via Visa/MasterCard or EFT.
  • Gift Subscriptions auto-expire after 3 or 6 months.
How can I pay for my subscription?

SUBSCRIBE:

We are April Showers Investments CC trading as Lingerie Letters.

No need to be alarmed when you see the payment reference “APRILSHOW” or “LINLET”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.

We offer the following payments at checkout for our Monthly Subscription:

  1. Bank Debit Order via Wirecard:
    • Debit Orders are passed on the 18th, 25th, 28th or 1st of the month.
    • Customers need to ensure they have sufficient funds available in their bank accounts on the chosen date to avoid paying unnecessary penalty fees or bank charges for Return Debits.
    • Should the 18th, 25th, 28th or 1st 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
    • Should our Debit Order dates not coincide with your salary date, we recommend opting for a Pre-paid Gift Subscription instead.
  2. Cheque/Credit Card via Payfast:
    • If your Monthly Subscription order was placed before the 16th of the current month, your Subscription activation payment will go off on the 16th of the current month.
    • If your Monthly Subscription order was placed after the 16th of the current month, your Subscription activation payment will only go off on the 16th of the following month.
    • Your Subscription renewal payment will continue to go off on the 16th of each month until you decide to opt-out.

GIFT:

  1. We offer EFT, as well as a number of other payment options at checkout via PayFast for our Gift Subscriptions.
    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.
    2. If you select Chequye/Credit Card:
      • Credit Cards are billed within 2-3 business days once an order has been placed. This is a once-off payment.

Boutique Shop

How can I pay for my boutique order?

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

We offer EFT, as well as Cheque/Credit Card, Instant EFT, Zapper via Payfast 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.

Gift Vouchers

Subscription Gift Vouchers

Get her what she wants, what she really, REALLY wants!

Unsure of her panty Size or Style? Not to worry, we’ve got you (and her beautiful bottoms) covered.

Choose between one of the following:

  • R709 – 3 Month Gift Voucher
  • Redeemable on a Pre-paid 3 Month Knicker Gift Subscription

OR 

  • R1349 – 6 Month Gift Voucher
  • Redeemable on a Pre-paid 6 Month Knicker Gift Subscription

Gift Voucher will be sent to the Recipient’s inbox via email on the delivery date chosen once payment has cleared. You will also receive a copy of the Gift Voucher.

When the Recipient clicks on the “Redeem” button on the Gift Voucher email received, they will get taken to the Gift Subscription page.

In General

How does sizing work?

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.

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.

Does Lingerie Letters deliver all over South Africa?

SUBSCRIPTIONS:

We deliver to physical addresses in South Africa via door-to-door Courier between the 16th – 20th of the month.

All Subscriptions include FREE Courier delivery.

BOUTIQUE ORDERS:

We deliver to physical addresses in South Africa via door-to-door Courier within 1 – 7 business days depending on your location.

FREE delivery for Boutique orders over R1500. A standard delivery fee of R60 will be added to Boutique orders under R1500.

Once payment has been received and order is processed, we will dispatch from our CMT.

DELIVERY TIMES:

Local (1 – 2 business days)

National (2 – 5 business days)

Outer-lying (5 – 7 business days)

TRACKING:

You will receive a shipping confirmation email / sms with a tracking number and information on how to track your order.

DOOR-TO-DOOR COURIER:

We need you (or someone you trust) to receive and sign for your 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 the Courier companies only deliver during office hours. If it so happens that a Courier delivers and no one is there, they will phone you and arrange a more suitable time.

POST OFFICE:

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.

Where are Lingerie Letters intimates made?

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

Are there any hidden costs?

Nope – what you see is what you get.

FREE delivery on all Subscriptions (Monthly Recurring as well Gift Subscriptions).

FREE delivery for Boutique orders over R1500. A standard delivery fee of R60 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.

Lily's Frillies Loyalty Programme

Coming soon…

When will the funds for my subscription be deducted from my account?

SUBSCRIBE:

We are April Showers Investments CC trading as Lingerie Letters.

No need to be alarmed when you see the payment reference “APRILSHOW” or “LINLET”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.

We offer the following payments at checkout for our Monthly Subscription:

  1. Bank Debit Order via Wirecard:
    • Debit Orders are passed on the 18th, 25th, 28th or 1st of the month.
    • Customers need to ensure they have sufficient funds available in their bank accounts on the chosen date to avoid paying unnecessary penalty fees or bank charges for Return Debits.
    • Should the 18th, 25th, 28th or 1st 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
    • Should our Debit Order dates not coincide with your salary date, we recommend opting for a Pre-paid Gift Subscription instead.
  2. Cheque/Credit Card via Payfast:
    • If your Monthly Subscription order was placed before the 16th of the current month, your Subscription activation payment will go off on the 16th of the current month.
    • If your Monthly Subscription order was placed after the 16th of the current month, your Subscription activation payment will only go off on the 16th of the following month.
    • Your Subscription renewal payment will continue to go off on the 16th of each month until you decide to opt-out.

GIFT:

  1. We offer EFT, as well as a number of other payment options at checkout via PayFast for our Gift Subscriptions.
    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.
    2. If you select Chequye/Credit Card:
      • Credit Cards are billed within 2-3 business days once an order has been placed. This is a once-off payment.

Shipping & Returns

When will my Lingery Letter be delivered?

We have a monthly cut-off at midnight on the 15th of each month for new Subscription Sign Ups. This gives us enough time to have our Knickers locally made, packaged and shipped for delivery between the 16 - 20th of the following month.

We deliver to physical addresses in South Africa via door-to-door Courier.

You will receive a shipping confirmation email with a tracking number and information on how to track your parcel.

Be be sure to keep a lookout for your favourite delivery guy around mid-month every month for as long as your Subscription is active.

Local deliveries take 1 - 2 business days.

National deliveries take 2 - 4 business days.

Outer-lying areas take 5 - 7 business days (deliveries to select remote or outlying areas will require your parcel 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 the 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.

Should the Courier be unable to get hold of you after numerous attempts and returns your parcel to us, you would need to pay for re-shipping.

FREE delivery for Monthly Recurring, as well as Gift Subscriptions.

 

When will my Boutique Order be delivered?

Boutique Shop Orders

We deliver to physical addresses in South Africa via door-to-door Courier.

Orders get processed as soon as payment clears.

You will receive a shipping confirmation email with a tracking number and information on how to track your parcel.

Local deliveries take 1 - 2 business days.

National deliveries take 2 - 4 business days.

Outer-lying areas take 5 - 7 business days (deliveries to select remote or outlying areas will require your parcel 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 the 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.

Should the Courier be unable to get hold of you after numerous attempts and returns your parcel to us, you would need to pay for re-shipping.

FREE delivery for Boutique Shop orders over R1500.

A standard delivery fee of R70 will be added to Boutique Shop orders under R1500.

 

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;
  • www.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 www.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.

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