Terms of service

Pauline’s Lingerie Terms of Service

General Terms

These Terms of Service ("Terms") govern all transactions between the customer ("Buyer") and Pauline’s Lingerie ("Seller"). By purchasing goods in-store or online, the Buyer agrees to be bound by these Terms. Any deviation must be agreed upon in writing by the Seller.

Prices & Payment

All prices listed are in Canadian Dollars and are subject to change without notice. Taxes and shipping, where applicable, are calculated at checkout.

Full payment is required at the time of purchase unless otherwise specified in writing. We accept all major credit cards, debit cards, and gift cards purchased directly from Pauline’s Lingerie.

Shipping & Delivery

We aim to process all online orders within 2–4 business days. Delivery timelines vary depending on location and shipping method selected at checkout.

Pauline’s Lingerie is not responsible for delays caused by external carriers or customs.

If a package is undeliverable due to customer error (e.g., incorrect address), the Buyer will be responsible for any additional shipping fees.

Returns & Exchanges

We accept returns on eligible products purchased in-store within 14 days and online within 30 days of purchase. Items must be unworn, in new condition, with tags attached, and free of all scents (including perfume, body odour, food, and smoke).

The following items are FINAL SALE and are not eligible for return or exchange:

 

  • Panties, men’s underwear, and lingerie with gussets

  • Swimwear (one-pieces and bottoms)

  • Shapewear, corsets, and waist cinchers

  • Accessories including adhesive products, face masks, and any sealed hygiene items

  • Clearance items ending in .00 or discounted  50% or over

  • Gift certificates (in-store or online)

Items returned outside the allowed return window, without original tags, or not meeting return criteria will not be refunded. All approved refunds will be processed to the original form of payment. Once issued, store credit or online gift cards are final and non-refundable.

We do not offer price adjustments or apply discount codes retroactively.

Risk & Title

Risk passes to the Buyer upon receipt of goods. Title transfers to the Buyer only once full payment has been received by the Seller.

Limitation of Liability

Pauline’s Lingerie is not liable for indirect or consequential damages, and liability shall not exceed the amount paid by the Buyer for the product(s) in question.

This limitation does not apply to liability arising from gross negligence or intentional misconduct.

Intellectual Property

All content, logos, product images, and other material displayed on our website and in-store are the intellectual property of Pauline’s Lingerie. No content may be copied, reproduced, or distributed without prior written consent.

Force Majeure

Pauline’s Lingerie shall not be held liable for any failure or delay in performance due to circumstances beyond reasonable control, including but not limited to natural disasters, strikes, supply chain disruptions, or pandemic-related shutdowns.

Governing Law

These Terms shall be governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any disputes shall be resolved exclusively in the courts of Ontario.

Return and Refund Policy

 

Refunds, Returns & Exchanges Policy – Pauline’s Lingerie

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.

Change or Cancel an Order

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.

Website Purchase Returns & Exchanges

If you need to return or exchange an item purchased through our website, please contact us by phone at 613-345-2244 or paulineslingerie@gmail.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.

In-Store Purchases

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

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

Damaged or Defective 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.

Responsibility for Returns

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.