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Refunds & Returns

Returns and Exchange Policies 

If you’re not happy, we’re not happy.

We want you to be completely satisfied with your purchases!

To ensure a smooth and time-efficient transaction, please note the following carefully.

THE GROUND RULES

All items under the SALE category are strictly final. They cannot be returned for store credit or refunds. Any of these returned to us will be sent back at the customers expense. If item is defective, we will send a replacement.

We offer complimentary size exchange for both normal priced items. Size exchanges will be sent via EMS mail only. Top-up for postage is required if customer wants to upgrade to registered/courier mail.

Merchandise must be returned in original unworn condition with tags attached. Any item that does not meet these requirements cannot be refunded or exchanged.

Returns/exchanges are accepted if the date of mailing back to us is within 15 days of our shipment date (Malaysia orders), or within 30 days of our shipment date for international orders. Shipment dates can be viewed in your order history.

Any items sent to us without tags attached, or after the stipulated period will be sent back to the customer at the customer’s expense.

Instinct Lingerie is not responsible for lost mails in connection to such returns or exchange.

Processing time is within 10 to 14 days.

STORE CREDIT

Store credit has no expiry date. The highest possible amount of store credit will be redeemed against your purchase at checkout. Any remaining store credit will stay in your account for your future use.

NOW THAT YOU UNDERSTAND THE BASICS, LET’S SEE WHAT HAPPENS IF…..

1) YOU DON’T LIKE THE ITEM

That makes us sad! But not to worry, we understand.

- Mail it back to us

- A store credit refund will be made to your Instinct Lingerie account.

- No cash refunds, no reimbursement of postage.

2) YOU WANT TO EXCHANGE FOR ANOTHER ITEM INSTEAD

We are unable to do a one-to-one exchange. However, you can...

- Mail it back to us 

- A store credit refund will be made to your Instinct Lingerie account.

- You can use the store credit to purchase the other item you want.

3) ITEM DOES NOT FIT 

- Mail it back to us. 

- Malaysia customers: we will exchange a new piece in your requested size, and send it back to you via EMS. One time size exchange per item only.

- International customers: we will email you requesting payment of re-shipping fees before mailing the exchange back to you. We recommend mailing the exchange together with a new order for greater cost savings.

- If the item is free size only or the requested size is sold out, we are sorry we cannot complete the size exchange. A store credit refund will be made to your Instinct Lingerie account instead.

- No cash refunds, no reimbursement of postage.

4) ITEM IS DEFECTIVE / WRONG COLOR / WRONG SIZE

We are very sorry! We always try to minimise such occurrences by striving to make sure our customers get their orders in perfect condition. However, human errors happen occasionally and we seek your kind understanding and patience on the matter.

- For defective items, please inform us beforehand and attach a photo of the defect. You may do so conveniently here via our Contact Us page. 

- Mail item back to us.

- We will send you a brand new piece in the correct color/size. 

5) ITEM IS SPOILT AFTER WASHING

- We are not liable for garment damage during washing.

- Please ensure proper laundry care by separating colors, use cool water and hand wash whenever possible. Delicate garments may require dry cleaning.