Do you need help? Customer Service

We offer several different delivery options. As soon as you have finished shopping on the site and you are ready to go to check out, you have the option to choose the preferred delivery method and distributor. 

You can always enjoy having your order delivered at your local CHANGE store for Free (click n collect). 
You can of course also choose to get your order delivered to the nearest pickup point or to your home (only available in some markets). Delivery cost, delivery time and shipping method depends on your country.

You can always enjoy having your order delivered at your local CHANGE store for FREE (Click & Collect). When you pick up your package, you can get guidance for your new products from our Personal Shoppers, and they are of course ready to help you if the size or color does not turn out to be the right one.

You can of course also choose to get your order delivered to the nearest pickup point or to your home (only available in some markets). Delivery price and shipping method depends on your country.

Canada: Canada Post home delivery $9.95. Free delivery on orders above $95.00.

No matter which delivery method you have chosen, you can always visit one of our CHANGE stores if you need to return or exchange an item. If you prefer to send an item back, then this is FREE regardless of delivery method. Just use the return label that was included in the package when you received it. 

Yes.

As soon as your order is packed and has left our warehouse, you will receive an email with a confirmation and a tracking link for tracking the package. Please note, it can take up to 48 hours from the time you receive the link until the package can be tracked. Through your tracking link you will be able to get updated information about the status of your delivery.

We do everything we can to process your order as quickly as possible. In general, we will prepare your order for shipment within 24h from the time we receive it. When your order has been shipped, you will receive a confirmation by email. 

The delivery time depends on your country and the delivery method chosen.Please note that during peak-periods, such as Black Friday and Christmas, you might experience longer delivery times.  

Please note that our delivery partners do not pick up packages on weekends although we process orders on our warehouse. If you order on Friday after 12.00 pm, your parcel will leave our warehouse on Monday morning at the earliest. Please note that the delivery time for Click & Collect may vary depending on the location of the chosen store.

1. Check if you have received confirmation that your package has been sent
   Check your email and see if you have received a confirmation that your package has been sent from our warehouse. Remember to check spam/junk folders in your mailbox - It sometimes end up here...
2. Track the package
   When the package has been sent from our warehouse, you will receive an email with a tracking link to the delivery partner who delivers your package. Here you will be able to see the current status of your package as well as the estimated delivery date. Please note, it can be up to 48 hours from you receive the link until the package can be tracked.
3. Contact us
   If it has been longer than the expected number of delivery days, which was stated when ordering, and you have not yet received your package, please contact our customer service by filling out the contact form on this page. Then one of our employees will help you find a solution as quickly as possible.

Yes.

Visit your local CHANGE store and bring the item you want to exchange as well as the receipt for your purchase. Our Personal Shoppers are ready to help you find another size or style. They can also help you if you want to return the item. 

Please note, that it is not possible to exchange an item by sending it back to our warehouse! If you send an item back, you will get the amount for the item refunded within 14 days of us receiving the item. We therefore recommend that you visit one of our stores, where we will be able to help you immediately. 

If you want to exchange products that were bought during an offer campaign (such as 3 for 2), you pay the difference in the store if the exchanged products are more expensive than the ones you have returned. If the exchanged products are cheaper than the returned ones, you will be paid the excess amount on a gift card or in cash. The price difference is based on the offer price stated on your receipt for the original purchase.

It is FREE to return your order to Change Lingerie, and you have a 14-day full return and exchange right. 

1) Return or exchange in local store 
Visit your local CHANGE store and bring the item you want to exchange or return as well as the receipt for your purchase. Our personal shoppers are ready to help you returning the order and will refund your money immediately. Of course, they can also help you find another size or style. 

2) Return by sending the package back 
It is free to return your package when you use the enclosed return label, but remember that it can take up to 14 days from the time we receive your return package until the money is returned to your account. 

Please note that our experience shows that it can take up to 7 working days (Monday-Friday) from you hand in the package at a parcel shop before we receive the package in our warehouse. You can therefore advantageously visit one of our stores, where our employees can immediately help you get another product or get your money back. 

Remember to fill in the return form that was included in the package when you received it, and save the receipt as proof that you have handed in the package.. 

Products must be returned in original condition ! 
Please note, we only accept returned products where you have not removed the hangtags or used. We do not accept products that are damaged, used or otherwise no longer considered new, and we will therefore not be able to refund your purchase. 

This also means that you cannot return panties where the seal is broken. If you try to make a return and the condition of the items does not live up to the requirement of original condition, they will be returned to you and you will be charged the postage.