Refund policy

At Lioness, we truly want you to love your purchase. However, we understand that sometimes things don’t go as expected. If you need to return or exchange an item, we’re here to assist you.



GENERAL RETURN POLICY

We offer a 14-day return policy, meaning you have 14 days from receiving your item to request a return.

To be eligible, the item must be:

  • Unworn, unused, and in the same condition as received
  • With original tags and packaging
  • Accompanied by a receipt or proof of purchase


HOW TO INITIATE A RETURN?

To initiate a return, simply contact us directly.

Please email us at info@lioneslingerie.com with the following information:

  • Your order number
  • The items you wish to return
  • The reason for the return

Our team will review your request and respond with detailed return instructions, including the return address and any additional steps if needed.

Once your return is shipped, please send us the tracking number so we can monitor the parcel and process your refund or exchange promptly.

Please note that returns will need to be sent to the following address.

Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Slovakia, shipping your goods may take longer than expected.

 

NON-RETURNABLE ITEMS

We do not accept returns or provide refunds for:

  • Lingerie, swimwear, stockings, gloves (including bras, panties, and lingerie sets) for hygiene reasons
  • Latex items
  • Bodysuits (exchange only)
  • Sale items
  • Gift cards


*For hygiene and safety reasons, items that come into direct contact with intimate areas or bodily fluids are not eligible for return, as they are considered used once shipped. However, if you receive a defective or damaged item, we will gladly accept a return or exchange.

DAMAGED OR INCORRECT ITEMS

Please inspect your order upon arrival. If your item is defective, damaged, or incorrect, contact us immediately at info@lioneslingerie.com, and we will help you sort this out.

 

EXCHANGES

If you’d like to exchange an item, simply follow the return process outlined above. Once we’ve approved your return, you can place a new order for the item you prefer. This ensures a quicker and smoother exchange process, allowing you to receive your new item as soon as possible.

RETURN SHIPPING COST

All shipping costs are covered by the sender. 


REFUNDS

Once we receive and inspect your return, we will notify you of the refund approval status. If approved, the refund will be processed to your original payment method within 15 business days.

If you haven’t received your refund after 15 business days, please contact us at info@lioneslingerie.com


European Union 14-Day Cooling-Off Period

Return & Refund Policy

All Lioness Lingerie pieces are handmade to individual order, crafted specifically for each customer. In accordance with Article 16(c) of EU Directive 2011/83/EU on consumer rights, goods made to a consumer's specifications or clearly personalised are exempt from the standard 14-day right of withdrawal.

We do not accept returns or exchanges, except in cases where an item has a manufacturing defect or was delivered differently from the confirmed order.

If you receive a defective item, please contact us within 48 hours of delivery with photos of the defect. Each case will be reviewed individually.