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Frequently Asked Questions

  • 1. Oh no, I’ve chosen the wrong size or style for my Subscription. How can I change it?

    Too big or too small? Simply pop Lily an email at lily@lingerieletters.co.za so that she can update your Subscription Size (XS - XXL) or Style (Thongs, Briefs or Surprise Me) for you.

  • 2. Can I change my delivery address?

    Moving? No problem! All Lingerie Letters Lovelies are able to change their daytime delivery details at any time.


    Simply Sign In to your account

     

    * Click on Address Book on the left hand side of the page

     

    * Click on Add New Address


    * Complete all the required fields


    * Tick the Use As My Default Shipping Address box and click on Save Address


    * Delete any Additional Address Entries

     

    You can also pop Lily an email at lily@lingerieletters.co.za so that she can update your daytime delivery details for you.

  • 3. Can I cancel my subscription?

    Opt-in or opt-out anytime by popping Lily an email at lily@lingerieletters.co.za - there’s no lock-in or cancellation fees.


    Members who have signed up via the Subscribe page for a Month Recurring Subscription can cancel their membership at any time. 


    Members who have signed up via the Gift page for a Once-off 1, 3 or 6 Month Gift Subscription are also eligible for cancellation and can be refunded for services not yet received, however you will lose the discounted amount that you received when signing up.

  • 4. Is there a cut-off time / date for subscription sign ups?

    Yes there is.


    LingerieLetters.co.za offers two different types of Subscriptions: A Monthly Recurring Subscription, as well as a Once-off 1,3 or 6 Month Gift Subscription.

     

    We have a cut-off time / date of 12 noon on the 15th of every month for new Subscription sign ups. This gives us enough time to have all our Subscription Knickers locally made and shipped in time for delivery around the 15th of the following month.

     

    If you Signed Up for a Monthly Recurring or Once-off 1, 3 or 6 Month Gift Subscription before the cut-off time/date of 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the following month. If you Signed Up for a Monthly Recurring or Once-off 1, 3 or 6 Month Gift Subscription after the cut-off time/date of 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the month thereafter.

     

    Keep a look out for your favourite courier guy around mid-month every month for as long as your subscription is active.

  • 5. Do I have to re-order my Subscription every month?

    We offer 2 types of Subscriptions at Lingerie Letters.

     

    * SUBSCRIBE: Monthly Recurring Subscription (R179 p/m)

     

    * GIFT: Once-off one (R179), three (R510) or six (R960) Month Gift Subscripiton

     

    The Monthly Recurring Subscription will auto-renew itself each month whilst the Once-off Gift Subscriptions will end after the period you selected.

     

    As Lingerie Letters works on an opt-in basis, you can opt-out at any time.

  • 6. How can I pay for my subscription?

    SUBSCIBE:

     

    1) We offer Debit Order, as well as secure Credit Card payment options via MyGate for our Monthly Recurring Subscription.

     

    1.1) If you select Debit Order:

     

    Debit Orders will run around the 18th of each month. If a Debit Order was rejected on the 18th, a second Debit Order batch will be passed again around the 26th of the month. It is the responsibility of the customer to ensure that he/she has sufficient funds in his/her bank account to avoid return Debit Orders and unnecessary bank charges. Should the 18th or 26th fall over a weekend or on a public holiday, Debit Orders will go off on the next available business day.

     

    1.2) If you select Credit Card:

     

    Credit Cards will be billed within 2-3 business days once orders have been placed and subsequently on the same date each month when the next payment cycle is due until you decide to opt-out..

     

    * If your order was placed after 12 noon on the 15th of the current month, please don’t be alarmed if your Credit Card gets billed a second time the next month before your first Lingerie Letter arrives the month thereafter – at LingerieLetters.co.za you always get what you pay for and the pair from the first payment gets owed to you at the end of your subscription period. 

     

     

    GIFT:

     

    2) As soon as you place an order for a Once-off Gift Subscription, a once-off payment will need to be made. We offer EFT, as well as secure Credit Card payment options via MyGate for Once-off Gift Subscriptions.

     

    2.1) If you select EFT:

     

    * You can choose to pay via EFT. You will then receive an email with our bank account details. After payment is received, your account will be ACTIVE and you will receive a confirmation email. Please note, this can take up to 48 hours. Please remember to email POP and to include your order number as the reference.

     

    2.2) If you select Credit Card:

     

    Credit Cards will be billed within 2-3 business days once orders have been placed. 

  • 7. How can I pay for my boutique order?

    BOUTIQUE:

     

    We offer EFT, as well as secure Credit Card payment options via MyGate for Boutique orders.

     

    * You can choose to pay via EFT. You will then receive an email with our bank account details. After payment is received, your account will be ACTIVE and you will receive a confirmation email. Please note, this can take up to 48 hours. Please remember to email POP and to include your order number as the reference.

     

    * Credit Cards will be billed within 2-3 business days once orders have been placed.

  • 8. How does the sizing work?

    All Lingerie Letters intimates are designed and handmade with love right here in Cape Town, South Africa for the South African woman. This means you can order with confidence knowing that each tiem conforms to the measurements in our online Size Chart.

     

    If you are unsure of what size to order, simply pop Lily an email at lily@lingerieletters.co.za with your measurements and she will help you with your selection.

  • 9. Does Lingerie Letters deliver all over South Africa?

    BOUTIQUE ORDERS:


    We deliver to physical addresses in South Africa via Courier within 3 - 8 business days depending on your location. Deliveries to select remote or outlying areas will require your item/s to be sent to you via the Post Office. If this is the case, you will be informed of this prior to shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery address, i.e. a business address, as our Couriers deliver during office hours. If it happens that the Courier delivers and no one is there to sign for the parcel, they will phone you on your indicated telephone number and arrange a more suitable time.

     

    Shipping & Handling: FREE delivery for Boutique orders over R1500. A standard delivery fee of R70 will be added to Boutique orders under R1500.

     

    Once payment has been received and order is processed, we will dispatch from our CMT. You will receive a shipping confirmation email with a tracking number and information on how to track your Boutique order.  

     


    SUBSCRIPTION:

     

    We deliver to physical addresses in South Africa via Courier around the 15th of each monthDeliveries to select remote or outlying areas will require your item/s to be sent to you via the Post Office. If this is the case, you will be informed of this prior to shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery address, i.e. a business address, as our Couriers deliver during office hours. If it happens that the Courier delivers and no one is there to sign for the parcel, they will phone you on your indicated telephone number and arrange a more suitable time.

     

    Shipping & Handling: FREE delivery for Monthly Recurring, as well as Once-off 1, 3 and 6 Month Subscriptions.

     

    If you Signed Up for a Monthly Recurring or Once-off 1, 3 and 6 Month Subscriptions before the cut-off time/date of 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the following month. If you Signed Up for a Monthly Recurring or Once-off 1, 3 and 6 Month Subscriptions after the cut-off time/date of 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the month thereafter.

     

    Keep a lookout for your favourite Courier guy around mid-month every month for as long as your Subscription is active.

  • 10. Do you offer plus size panties?

    Currently, our sizing ranges from XS - XXL. If you’re looking for another size, please pop Lily an email at lily@lingerieletters.co.za. We value your feedback.

  • 11. Where are Lingerie Letters intimates made?

    All Lingerie Letters intimates are designed and handmade with love right here in Cape Town, South Africa. Fabrics are hand selected and sourced locally to ensure quality and comfort.

  • 12. Are there any hidden costs?

    Nope – whether you’ve chosen the Monthly Recurring Subscription or the Once-off 1, 3 or 6 Month Gift Subscription, everything is included. There are no additional costs.

  • 13. Lily's Frillies Loyalty Programme

    1 Frilly = R1

     

    HOW TO EARN:


    2 Frillies = R2 for every friend referred.

    10 Frillies = R10 for every friend that signs up for an account.

    20 Frillies = R20 for every basket size exceeding R600.

    You receive 20 Frillies from Lily on your birthday! 

     

    HOW TO SPEND:


    Limit to 50 Frillies off each purchase.

    Redemption of Frillies is limited to non-special / non-discounted price items. 

    Redemption of Frillies is limited to the boutique, i.e. may not  be used in conjunction with a subscription.

  • 14. Shipping Policy

    BOUTIQUE ORDERS:


    We deliver to physical addresses in South Africa via Courier within 3 - 8 business days depending on your location. Deliveries to select remote or outlying areas will require your item/s to be sent to you via the Post Office. If this is the case, you will be informed of this prior to shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery address, i.e. a business address, as our Couriers deliver during office hours. If it happens that the Courier delivers and no one is there to sign for the parcel, they will phone you on your indicated telephone number and arrange a more suitable time.

     

    Shipping & Handling: FREE delivery for Boutique orders over R1500. A standard delivery fee of R70 will be added to Boutique orders under R1500.

     

    Once payment has been received and order is processed, we will dispatch from our CMT. You will receive a shipping confirmation email with a tracking number and information on how to track your Boutique order.  

     


    SUBSCRIPTION:

     

    We deliver to physical addresses in South Africa via Courier around the 15th of each month. Deliveries to select remote or outlying areas will require your item/s to be sent to you via the Post Office. If this is the case, you will be informed of this prior to shipping.

     

    We need you, or someone you trust, to sign for the parcel upon arrival at your door. If you are not always at home, then please indicate an alternative daytime delivery address, i.e. a business address, as our Couriers deliver during office hours. If it happens that the Courier delivers and no one is there to sign for the parcel, they will phone you on your indicated telephone number and arrange a more suitable time.

     

    Shipping & Handling: FREE delivery for Monthly Recurring, as well as Once-off 1, 3 and 6 Month Subscriptions.

     

    If you Signed Up for a Monthly Recurring or Once-off 1, 3 and 6 Month Subscriptions before the cut-off time/date of 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the following month. If you Signed Up for a Monthly Recurring or Once-off 1, 3 and 6 Month Subscriptions after the cut-off time/date of 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the month thereafter.

     

    Keep a look out for your favourite courier guy around mid-month every month for as long as your subscription is active.

  • 15. Returns Policy

    When purchasing intimates, kindly pay attention to the size details and product description to avoid purchasing the wrong size or item. If you are unsure about a particular size, fit or style, please feel free to pop Lily an email at lily@lingerieletters.co.za for advice. Due to the personal nature of our items, LingerieLetters.co.za will NOT accept returns on any Boutique or Subscription orders.

     

    * Items can ONLY be exchanged if they are damaged or faulty.

     

    * Items will only be refunded if we do not have a replacement product or product of similar value to send you.

     

    * To return such items, please email Lily at lily@lingerieletters.co.za with a photo of the damaged goods and details of such order.

     

    * LingerieLetters.co.za does not accept returns on SALE or clearance items.

     

    * Returns are only valid up to 14 days after receipt.

     

    * Returns submitted after 14 days will not be accepted.

     

    * Refunds, where applicable, will appear in your account within 30 days of LingerieLetters.co.za receiving your return.

     

    * We will email you to confirm once your refund has been processed.

     

    Your return is your responsibility at your own cost until reaching LingerieLetters.co.za. We therefore recommend you insure return parcels and make use of a reliable shipping method i.e. a Courier service.

  • 16. When is the payment deducted from my account for my Subscription?

    SUBSCIBE:

     

    1) We offer Debit Order, as well as secure Credit Card payment options via MyGate for our Monthly Recurring Subscription.

     

    1.1) If you select Debit Order:

     

    Debit Orders will run around the 18th of each month. If a Debit Order was rejected on the 18th, a second Debit Order batch will be passed again around the 26th of the month. It is the responsibility of the customer to ensure that he/she has sufficient funds in his/her bank account to avoid return Debit Orders and unnecessary bank charges. Should the 18th or 26th fall over a weekend or on a public holiday, Debit Orders will go off on the next available business day.

     

    1.2) If you select Credit Card:

     

    Credit Cards will be billed within 2-3 business days once orders have been placed and subsequently on the same date each month when the next payment cycle is due until you decide to opt-out..

     

    * If your order was placed after 12 noon on the 15th of the current month, please don’t be alarmed if your Credit Card gets billed a second time the next month before your first Lingerie Letter arrives the month thereafter – at LingerieLetters.co.za you always get what you pay for and the pair from the first payment gets owed to you at the end of your subscription period. 

     

     

    GIFT:

     

    2) As soon as you place an order for a Once-off Gift Subscription, a once-off payment will need to be made. We offer EFT, as well as secure Credit Card payment options via MyGate for Once-off Gift Subscriptions.

     

    2.1) If you select EFT:

     

    * You can choose to pay via EFT. You will then receive an email with our bank account details. After payment is received, your account will be ACTIVE and you will receive a confirmation email. Please note, this can take up to 48 hours. Please remember to email POP and to include your order number as the reference.

     

    2.2) If you select Credit Card:

     

    Credit Cards will be billed within 2-3 business days once orders have been placed. 

  • 17. When will my Lingerie Letter be delivered?

    If you Signed Up for a Monthly Recurring or Once-off 1, 3 or 6 Month Gift Subscription before 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the following month. If you Signed Up for a Monthly Recurring or Once-off 1, 3 or 6 Month Gift Subscription after 12 noon on the 15th of the current month, we'll deliver your first Lingerie Letter to you around the 15th of the month thereafter. 

     

    Look out for your Lingerie Letters around mid-month of every month as long as your membership is active.

 

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