Frequently Asked Questions

We offer a comprehensive size range from XS to 3XL for most of our products. Our underwear collection includes sizes XS through 3XL, while our hosiery ranges from petite to queen sizes. For specific measurements and our detailed size chart, please contact our customer service team who can provide personalized sizing assistance.

We recommend measuring yourself with a soft measuring tape and comparing your measurements to our size guide. For the best fit, measure your bust, waist, and hips, and refer to the specific size chart for each product category. If you're between sizes, we generally recommend sizing up for comfort. Our personal fitting consultation service is also available for expert guidance.

Our products are crafted from premium materials including organic cotton, bamboo fiber, micromodal, merino wool, and advanced synthetic blends. Each product description includes detailed material information. We prioritize breathable, hypoallergenic, and sustainable materials that provide superior comfort and durability. Visit our Materials page for comprehensive information about our fabric technologies.

Yes, we offer custom sizing solutions for customers with unique fit requirements. Our custom sizing service includes personalized measurements and specially crafted garments to ensure the perfect fit. This service is available for select products and may require additional time for production. Contact us to discuss your specific needs and availability.

Standard shipping within Canada typically takes 3-7 business days. We offer express delivery options including next-day delivery in major cities like Toronto, Vancouver, and Montreal. All orders are processed within 1-2 business days. You'll receive tracking information once your order ships, and we provide discreet packaging for your privacy.

Currently, we focus on serving customers within Canada to ensure the best possible service and fast delivery times. We're exploring international shipping options and hope to expand our service area in the future. Please contact us if you're interested in international shipping, and we'll notify you when this service becomes available.

Shipping costs vary based on your location and selected delivery speed. Standard shipping starts at $9.99 across Canada, with free shipping on orders over $75. Express delivery options are available for $19.99-$29.99 depending on location. Exact shipping costs are calculated at checkout based on your postal code and selected delivery method.

Once your order ships, you'll receive an email with tracking information and a direct link to track your package. You can also contact our customer service team with your order number for status updates. We use reliable Canadian shipping partners to ensure accurate tracking and timely delivery.

We offer a 30-day return policy for unworn, unwashed items in original packaging with tags attached. For hygiene reasons, underwear and intimate apparel must be in pristine condition. We understand the importance of proper fit and comfort, so we're committed to working with you to find the right solution if you're not completely satisfied.

Size exchanges are easy! Contact our customer service team within 30 days of purchase, and we'll provide a prepaid return label and send your new size immediately. If the item is unworn with original tags, there's no additional charge for size exchanges. We want to ensure you get the perfect fit.

For size exchanges and defective items, we provide prepaid return shipping labels. For other returns, customers are responsible for return shipping costs. However, if you're unsatisfied due to a sizing issue and it's your first order with us, we'll cover return shipping as part of our customer satisfaction commitment.

Once we receive your returned item, refunds are processed within 3-5 business days. The time for the refund to appear in your account depends on your payment method - credit cards typically take 1-2 business days, while other payment methods may take 5-10 business days. You'll receive confirmation when your refund is processed.

Proper care extends the life of your garments significantly. Wash in cold water with mild detergent, avoid bleach and fabric softeners, and air dry when possible. Use mesh laundry bags for delicate items and separate colors. For detailed care instructions specific to each material type, visit our comprehensive Care Guide page.

Yes, our hosiery can be machine washed using the delicate cycle with cold water. Always use a mesh laundry bag to prevent snags and avoid wringing or twisting. Hand washing is recommended for maximum longevity, especially for sheer or delicate hosiery. Air dry flat to maintain shape and elasticity.

Quality underwear should be replaced every 6-12 months depending on frequency of wear and care. Signs it's time to replace include loss of elasticity, thinning fabric, persistent odors, or visible wear. Our premium materials are designed for durability, so with proper care, our products often last longer than average market alternatives.

For minor runs, apply clear nail polish to the top and bottom of the run to prevent it from spreading. For larger runs or tears, contact our customer service team - if the damage occurred during normal wear within the first 30 days, we may offer a replacement under our quality guarantee program.

You can reach our customer service team by phone at +1 (514) 555-0123 during business hours (Monday-Friday 9 AM-6 PM EST), email us at [email protected], or use the contact form on our website. We typically respond to emails within 24 hours and are committed to resolving any issues quickly and satisfactorily.

Yes! We offer personal fitting consultations either over the phone or via video call. Our trained specialists can help you determine the best size and style for your needs. This complimentary service includes measurement guidance and personalized product recommendations. Schedule a consultation by contacting our customer service team.

Absolutely. We use industry-standard SSL encryption to protect your personal and payment information. We never store credit card details on our servers and work only with trusted, PCI-compliant payment processors. Your privacy is paramount to us - read our complete Privacy Policy for detailed information about how we protect and use your data.

Yes, our VIP Customer Program offers exclusive benefits including early access to new collections, special discounts, priority customer service, and members-only sales events. You can join by creating an account and making your first purchase. Points are earned with every purchase and can be redeemed for discounts on future orders.