Do you need help? Customer Service

To make sure your Christmas gifts arrive in time for the holidays, we recommend placing your order no later than December 15th, 2025 (before end of day). This gives our warehouse elves the best possible chance to send out your package before the holiday rush kicks in. Please note that delivery times may vary depending on stock availability and any delays with the carriers.

We offer several different delivery options. As soon as you have finished shopping and you are ready to go to checkout, you have the option of choosing which delivery method.

1. Delivery to CHANGE store (Free)
You can always have your order delivered free of charge to your local CHANGE store (Click & Collect).
2. Home delivery (9,95$)
You can of course also choose to have your order delivered to your home address.  Free delivery is applied on all orders above 95.00$.

We do everything we can to process your order as quickly as possible. As a starting point, we pack your order and make it ready to be shipped within 24 hours of receiving it.

1. Delivery to CHANGE store (Free): 3-7 working days
2. Home delivery (9,95 $): 3-5 working days

We reserve the right to extend delivery times on special occasions such as club days, Black Friday or Christmas.

1. Delivery to CHANGE store: Free
2. Home delivery: 9,95$ (free delivery is applied on all orders above 95.00$)

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! As soon as your order is packed and ready to leave our warehouse, you will receive a delivery confirmation along with a tracking link. Please note that it may take up to 48 hours (weekdays) for tracking information to become available. 

Each package is shipped directly from our warehouse in Montreal. Your tracking link will provide updated information on the status of your delivery. 

If you have selected delivery to a CHANGE store, the tracking link will show “Delivered” once your order has arrived at the store. You will receive a message when it is ready for pickup.

1. Check your email
Check your email to see if you have received confirmation that your package has been shipped from our warehouse. Please remember to check your spam/junk folders in your inbox.

2. Track the order
Click on the tracking link in your delivery confirmation. Here you will be able to see the current status of your package as well as the estimated delivery date. Please note that it may take up to 48 hours (weekdays) from when you receive the link until the order can be tracked.

3. Contact us
If it has been longer than the expected delivery time and you have not yet received your order please contact us through our contact form. One from our team will help you find a solution as soon as possible.

At CHANGE Lingerie, we want you to feel completely satisfied with your purchase. That’s why you always have 30 days to return or exchange your items.

You can return in one of two ways: 

1) Return or Exchange in Your Local CHANGE Store – Free of Charge

Visit any CHANGE store with your item and original receipt. Our team will help you return your order and issue your refund immediately. Of course, they’re also happy to help you find another size or style. 

Returning in-store is completely free and the fastest way to get your refund or exchange. As a thank you for supporting a more environmentally-friendly return process, you will receive a small gift. Please bring the flyer included in the delivery package to receive your free gift.

2) Return by Post – Return Fee Applies

You can also return your order by sending the package back to our warehouse using the return label in your parcel, for a small fee of 5.95 CAD that will be deducted while processing your refund.

Please note:

• It can take up to 7 working days (Mon–Fri) for your return to reach our warehouse
• Once received, please allow up to 14 days for the refund to be processed back to your account
• Remember to include the completed return form and keep your shipping receipt as proof of return

While this method is available, we encourage you to return in-store for an easy and free experience.

Please Note That Items Must Be Returned in Original Condition

We only accept items that are new, unused, and have all original hangtags still attached.

1) Products that are worn, damaged, or carry scent cannot be accepted

2) Panties with a broken hygiene seal cannot be returned

3) If items are returned in non-original condition, they will be sent back to you and postage will be charged"

Yes. Visit your local CHANGE store and bring the product you want to exchange. Remember to bring your receipt/order confirmation, and that the product has to be intact with the price labels. Our Personal Shoppers will be ready to help you find another size or style. They can also help refund you for your order.

Please note, that it is not possible to exchange a product by sending it back to our warehouse. If you send a product back you will be refunded for the product within 14 days after we receive it. You can therefore visit one of our stores, where we will be able to help you immediately.

If you wish to exchange products purchased during a promotional offer (such as 3 for 2), you will pay the difference in store if the exchanged products are more expensive than the ones you returned. If the exchanged products are cheaper than the ones you returned, you will be paid the excess amount on a gift card or bank card. The price difference is based on the promotional price shown on your receipt for the original purchase.