At Wacoal Store, we combine boutique-level service with global convenience to deliver premium lingerie and activewear to discerning customers worldwide. Our policies reflect our commitment to quality and exceptional customer care.

Shipping Information

Processing Time: All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods

  • Standard Shipping (Recommended)
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipment
    • Flat Rate: $12.95 USD
    • Includes tracking and insurance
  • Free Economy Shipping
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipment
    • Available for orders over $50 USD

Note: Delivery estimates exclude customs processing time, which may vary by country. We currently ship worldwide except to certain Asian countries and remote regions.

Returns & Exchanges

We accept returns on most items within 15 days of delivery. To maintain our boutique standards, all returned items must be:

  • Unworn and unwashed
  • With all original tags attached
  • In original packaging (when possible)

Non-Returnable Items

  • Final sale items (marked as such on product pages)
  • Personalized or custom items (including monogrammed lingerie)
  • Swimwear (for hygiene reasons)

How to Return an Item

Step 1: Email our customer care team at [email protected] with the following information:

Subject Line: Return/Exchange Request – Order #[Your Order Number]

Email Template:
Dear Wacoal Store Team,

I would like to request a [return/exchange] for my order #[Your Order Number].

Item Details:
– Product Name: [Product Name]
– Size/Color: [Size/Color]
– Reason: [Reason for return/exchange]

Please advise on next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]

Step 2: Wait for authorization (typically within 1 business day). You’ll receive:

  • Return authorization number
  • Shipping instructions
  • Exchange options (if applicable)

Step 3: Package and ship your return including:

  • Original packaging (when possible)
  • All tags and protective liners
  • Original invoice/packing slip

Important: We recommend using a trackable shipping method as we cannot be responsible for lost return packages.

Refund Information

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Deductions: Original shipping fees are non-refundable

For exchanges, we’ll ship your new item once we process your return. Additional shipping fees may apply.

International Returns

For our global customers (excluding some Asian countries and remote regions):

  • You are responsible for return shipping costs and any customs fees
  • Please mark the package as “Returned Goods” to avoid additional charges
  • Refunds will be issued in USD

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the issue
  • We’ll arrange a prepaid return label if applicable

Boutique Service Promise: We aim to make every interaction with Wacoal Store as luxurious as our products. Our customer care team is available to guide you through any return or exchange with the same attention to detail we apply to selecting our premium collections.

For urgent return inquiries, please include “URGENT RETURN” in your email subject line.

Need assistance? Contact our boutique customer care team at [email protected].