Frequently Asked Questions (FAQ)
Q: What is your RETURN POLICY?
A: As a reputable company, our goal is to provide and meet 100% customer satisfaction. By law, ONLY unused and unworn intimate items with tags still intact will be considered for return, exchange, store credit or refund minus shipping and handling (S&H) provided buyer contacts us and ships back the item(s) within 7 days of delivery. If the reason for the return was due to our error, S&H charges will also be credited to you. The same applies to non-lingerie items. Frequent causes of returns are sizing issues so please refer to our general US Size Chart and brand-specific Size Charts, if applicable, and contact us for ANY issues so we can address and/or resolve them.
Q: Do you ship internationally or to APO/FPO addresses?
A: For the most part, we ship WORLDWIDE outside the Continental USA: Hawaii, Alaska, APO/FPO Military Addresses, UK, Europe, Australia, Canada, and Asia. Please read our COMBINED SHIPPING, RETURN, and STORE policies.
Q: When can I expect DELIVERY of my order?
A: As soon as we receive/process your e-payment, we'll ship within in 2-5 business days and notify you thru email for orders shipping beyond a week . Delivery delays should be considered for international destinations due to postal and custom issues BEYOND our control. QUICK shipment for extra fees may be selected/requested. Payments made with check, money order or e-Check will also delay shipment pending clearance of funds.
Q: How much is SHIPPING and do you offer COMBINED SHIPPING DISCOUNT for multiple purchases?
A: Shipping fees are based upon destination, shipping out of San Diego, California, USA, or from our other warehouses within the continental US. A minimal handling fee to cover packaging expenses is included in our flat-rate, discounted S&H fee for items paid in ONE INVOICE and shipped together. Usual flat-rate S&H is $4.99 domestic (USA, US territories and APO/FPO) and $11.99 for other international destinations. If you have shipping fee concerns, please contact us for ANY questions BEFORE buying.
Q: Do you offer FREE SHIPPING for multiple purchases?
A: Yes, we do on MOST but with restrictions; free shipping EXCEPTIONS are international destinations and HEAVIER items. We offer FREE SHIPPING for orders totaling over $75 (less S&H) via USPS First Class Mail, but it applies to US Domestic and APO/FPO destinations ONLY with total weight less than two pounds.
Q: Would you ship directly to a friend's or family member's address, different from my billing address?
A: If you want to send a gift directly to a friend or family member, please contact us BEFORE buying. We discourage this practice to protect our buyers and minimize fraud. If we are able to verify the buyer's identity, we will make exceptions. If you are paying via Per PayPal , they discourage sellers from shipping to an address NOT registered with them in order to be eligible for the SELLERS PROTECTION clause of their policy.
Q: How can we contact you if we have questions or concerns?
A: Please click this link: http://www.excesslingerie.com/contacts/. You may also route your questions via direct email (firstname.lastname@example.org) or by calling our toll-free number (US & Canada ONLY) at 800-605-3731, Monday thru Friday from 0800-1600, PST.
Q: Do you package and label your items DISCREETLY?
A: ABSOLUTELY! Your purchases are your sole business so we pride ourselves in shipping and labeling our packages VERY DISCREETLY. The return address and credit/debit charge would read, "Excess Market." If you have questions or concerns, please feel free to contact us.
Q: Do you have secure payment processing and would you share or sell my email address to other companies?
A: Yes, our online payment processing systems exceed the industry standard, therefore our customers should feel safe and secure purchasing from our website. We will absolutely NEVER share your personal info or email address with other companies.
Q: Do you have a PHYSICAL STORE I could visit?
A: We do not have a brick-and-mortar store. Our lingerie business is strictly web-based. We do NOT allow local pick-up either.
Q: How do I know or decide which RIGHT SIZE to buy for my wife or myself?
A: In general, you may refer to our basic Size Charts (based on US sizing) by clicking here: http://www.excesslingerie.com/SizeChart.html. Since we have various lines of lingerie, there are slight differences in sizing specs as. Some international manufacturers have their specific sizing charts so please refer to the brand-specific-size-charts accordingly by clicking here. If you have questions about sizing, please contact us BEFORE bidding.