Refund policy

 

At Pauline’s, your satisfaction and comfort are our top priorities. We want you to feel confident in every purchase, whether you’re shopping in-store or online. If for any reason your purchase isn’t quite right, please review the policy below to determine eligibility for a return, exchange, or refund.

We begin processing orders as quickly as possible. As such, it is difficult to change or cancel an order once it has been placed. If you require immediate assistance, please contact us directly at 613-345-2244.

If you need to return or exchange an item purchased through our website, please contact us by phone at 613-345-2244 or paulineslingerie@gmai..com to arrange your return or exchange. Items may be returned in person at location at 156 King Street West Brockville, Ontario or by mail.

Return Window: We accept returns or exchanges on eligible items received within 30 days of the ship date.
Condition: Items must be in original condition — unworn, unwashed, scent-free, and with all tags attached.
Health & Hygiene: For health and safety reasons, we cannot accept returns or exchanges on the following items:

 

• Intimate garments (panties, thongs, etc.)
  
  
• Lingerie sets that include these garments, if deemed tried on or worn
  Final Sale Items: All sale items are final sale and cannot be returned or exchanged.
  Shipping Fees: Shipping charges are non-refundable.
  
  

Return By Mail
Please include your original receipt and send returns to:
Attention: Web Order Returns
Pauline’s Lingerie
156 King Street West
Brockville, ON K6V 3R5

Refund Method: Once your return is received and confirmed to meet our return criteria, we will issue a refund to the original method of payment, including any applicable taxes. Please allow up to two billing cycles for your refund to appear on your statement.

Note: Pauline’s is not responsible for return shipping costs, duties, or taxes incurred for international orders.

Items purchased in-store are eligible for exchange or store credit only, within 10 days of purchase.

To qualify, items must be:

 

• In original condition (unwashed, unworn, scent-free)
  
  
• With all original tags attached
  
  
• Accompanied by the original sales receipt
  
  

Final Sale Items:

 

• All sale merchandise is final sale
  
  
• No refunds or exchanges on intimate garments or lingerie sets containing them
  
  
• No returns or exchanges on accessories or items with gussets (panties, sleepwear bottoms, swimwear, etc.)
  
  

Exchanges are available within 14 days of the original purchase for eligible items. Please note:

 

• Items must be unworn and unwashed
  
  
• All tags must be attached
  
  
• Items must be free from scent (perfume, smoke, pets, etc.)
  
  
• Swimwear must have the hygienic liner intact
  
  

The following are not eligible for exchange:

 

• Panties and intimate garments
  
  
• Bra solutions and accessories
  
  
• Gift cards
  
  
• Sale items
  
  

If your item arrives damaged or is deemed defective due to a manufacturer issue, we will replace it. You may return the item to our retail location or contact us for return authorization. Our staff will inspect the item to confirm whether the issue qualifies as a defect.

If the item has been misused or improperly cared for, it will be returned to the sender.

Customers are responsible for all return shipping fees. Pauline’s Lingerie is not liable for any loss or damage that may occur during the return shipment.

For personalized assistance with your return, exchange, or fit needs, please don’t hesitate to contact our team or visit us in-store. Our expert fitters are happy to help you find your perfect match.