Returns & Refund Policy – Amelie

This policy applies to all customers worldwide. Customers purchasing from a European Union member state benefit from additional rights, set out in Section 11 (European Union Customers – Additional Rights), which take precedence over the general terms below wherever they conflict.

1. General Terms

Our returns and exchange policy applies to all purchases made on our website. Requests may be made for both defective and non-defective products, except where otherwise specified below.

2. Return Window

Customers have 7 calendar days from the date of delivery to initiate a return or exchange.

Items must be unused, unworn, unwashed, and returned with all original packaging, labels, and accessories.

⚠️  No returns or exchanges are accepted for intimate hygiene products (such as thongs/knickers), unless there is a manufacturing defect, or unless required under Section 11 for EU customers.

⚠️  Due to the intimate nature of our products, we do not accept exchanges resulting from incorrect size selection. A detailed size guide and real model references (height and measurements) are provided to help you choose the right size.

3. Return Method & Costs

• Method: Returns must be sent by post.

• Return postage costs: To be covered by the customer. The return address will be provided upon request.

• Restocking fee: $5 per product for exchanges.

4. Refunds

• Refunds will be processed within 7 working days of receiving and inspecting the returned items.

• The refund will be issued via the same payment method used at the time of purchase.

• In the case of a defective item within a bundle, the refund will be proportional.

Example: If a pack of 10 thongs costs $30 and one thong is defective, the refund will be $3.

5. Lost or Undelivered Parcels

If your order is marked as delivered but has not been received:

• Please allow up to 9 working days for the courier's investigation.

• The courier must provide proof of delivery (photograph or signature).

• If proof of delivery is available, no refund or resend will be issued.

• If no proof is available, a refund or resend will be arranged.

⚠️  All lost parcel claims will be thoroughly reviewed due to a high volume of fraudulent claims.

6. Exchange Policy

We accept exchanges only in the case of a defective product, within the return window.

If the desired item is out of stock, you may:

• Receive store credit for the value of the product

• Choose an alternative product, with a price adjustment if necessary

⚠️  Exchanges are not accepted due to incorrect size selection for thongs or other intimate apparel.

7. Items Not Eligible for Return or Exchange

• Intimate hygiene products (e.g. thongs/knickers), unless defective or unless required under Section 11 for EU customers

• Personalised or made-to-order items

8. How to Initiate a Return or Cancellation

You can request a return or cancellation directly from your order account page:

Manage your order: https://shopify.com/83910426956/account

Alternatively, you may contact our customer service team as directed on our website. You will need to provide:

• Your order number

• A description of the issue

• Clear photographs if the product is defective

9. Policy Changes

We reserve the right to amend this policy at any time. Any changes will be published on our website and will apply to future purchases.

10. Legal Compliance

This policy complies with applicable consumer protection legislation in the jurisdictions in which we operate. For customers located in the United Kingdom, this policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For customers located in the European Union, see Section 11 below.

 

11. European Union Customers – Additional Rights

If you are a consumer residing in a European Union member state, the following rights apply in addition to, and where conflicting, in place of, the general terms above, in accordance with EU Directive 2011/83/EU on Consumer Rights:

• Right of withdrawal: You have the right to cancel your order within 14 calendar days from the date of delivery, without giving any reason.

• No restocking fee: We do not charge a restocking fee for cancellations made under this right.

• Return shipping: You are responsible for the cost of returning the item, unless the item is defective.

• Easy cancellation: As of 19 June 2026, we provide an easy, one-click cancellation option, accessible without the need to log in or contact customer service, in compliance with applicable EU regulations.

⚠️  Intimate hygiene products (such as thongs/knickers) may only be returned under this right if the protective seal or hygienic packaging remains intact and has not been removed or broken, in accordance with Article 16(e) of Directive 2011/83/EU. If the seal has been broken, the right of withdrawal does not apply to that item.

To exercise your right of cancellation, please use the link below or contact our customer service team:

Manage your order: https://shopify.com/83910426956/account

Refunds under this section will be issued within 14 days of us receiving the returned item or receiving evidence that the item has been sent back, whichever is earlier.