Easy Returns and Exchanges
Easy Returns & Exchanges
Our ultimate goal since 1937 has been to have happy, satisfied clients. We don't want you to be stuck with an item which is incorrect for your needs or one which does not fit. Nor do we wish to be abused. If you follow our simple Happy You/Happy Us guidelines, everyone will be happy!
If you are unsure of the particular style or fabric of the item you want, talk to us either by using our Contact Form or by telephone at +1-631-267-7909. After some 60+ years of advising our clients we are pretty good at helping figure out the right way to go ... and we're always happy to help. We may be able to figure it out right away ... or we may advise you to order one each of two different styles so you can pick the more suitable. Then you can return the other and place your order for more of the desired style. We respond to our contact form immediately.
If you are unsure of your size requirements, please read our Sizing Information and then talk to us either by using this Contact Form or by telephone at +01-631-267-7909. After some 60+ years of advising our clients we are pretty good at helping figure out the right way to go. In terms of sizing when you fall in the middle between two sizes, the answer usually lies in personal preference as regards snug or loose. We may be able to help you figure it out right away ... or we may advise you to order one each of two different sizes so you can pick the more suitable. You can then return the other and place your order for more of the desired size.
If you are unsure of anything, please either Contact Us or order only one of each of the two or three styles/sizes you think may be your final selection. What we sell is rare and making more takes time.
No matter what, if you are ordering one of something with the possibility you may wish to exchange it, be sure to let us know at the time of the order so we are aware.
A very important note about Custom and Bespoke orders: These orders cannot be canceled under any circumstances. They are handled differently from orders for stocked items. As soon as an order to be made is received, fabric is either reserved or ordered as necessary. Pattern drafting begins immediately and the work is inserted into many facets of our production schedule. It is only in this fashion that reasonable delivery times can be maintained. If you have questions or need advice about custom or bespoke work, please contact us (or phone us at 1-631-267-7909) before placing your order.
At times we offer discounts or other reduced price 'specials'. Should the necessity arise to exchange - to a different size or color, for example - we are always happy to help if the desired exchange is available. If not and it becomes necessary to return the item, we are happy to issue store credit but refunds are unavailable for returns of reduced price items.
A word of extreme importance regarding socks, briefs, panties, or boxers: It is against the law to return intimate items containing a crotch or which are worn on the foot which have been tried on or worn. If you want to try two different underwear or swimwear sizes, be sure to request a disposable cotton try-on panty with your order. Wearing this while trying on the two sizes will keep them from touching your skin and thereby comply with the law. Returned bottoms are given a chemical bio-test. If they do not pass we cannot accept them back and no credit will be issued. Use our Contact Form to request the disposable try-on. Socks which have had the tag removed may not be returned under any circumstances.
- Items for exchange or return must be like new, in their original packaging, and with all tags attached by the manufacturer.
- Hygiene statutes require that all items containing a crotch or worn on the feet be bio-tested and no credit will issue for items which fail the test. These items will be discarded or returned to you at your expense.
- Be sure to send the item to be returned or exchanged back within 15 days. Items received after the 15 day limit will be charged a 45% restocking fee and issued store credit if they are accepted due to extenuating circumstances.
- Returned items which are discontinued or were the last of their kind will be charged a 50% restocking fee and issued store credit if they are accepted due to extenuating circumstances.
1] Notify us at by using our Contact Form. This is essential! Simply tell us which item you need to exchange and what you want to receive. We'll send out the item you want with a prepaid UPS return label for the one coming back. That's all ... simple as we could make it.
1] Notify us at by using our Contact Form or telephoning us at 631-267-7909 within 15 days of your order. This is essential! Tell us which item you need to return. We'll e-mail a Return or Exchange Authorization Number which MUST appear on the outside of the package. That way we'll keep an eye out for it and let you know if it doesn't arrive. If you are using the mail, we strongly advise you to use trackable mail as we cannot be responsible for items lost in transit. If you have not contacted us in advance, and the item(s) to be exchanged does not show the Authorization Number on the outside of the package, it will not be accepted by our receiving department. If the original order was sent with free shipping and the return brings the original order below our $139 Free Shipping threshold, a $14.75 shipping charge will be deducted from the refund or store credit.
2] Upon receipt the item will be inspected. If it has not been worn and all packaging is intact, your refund will be issued to the method of payment used for the order. This usually takes 3-5 days except in the very busy Holiday season when it may take a few days longer. If we find that the item is not saleable no refund will be issued.
3] Send the item, neatly folded, in its original packaging with all tags to the following address:
4] BE SURE TO INCLUDE ONE OF THE TWO COPIES OF THE INVOICE WHICH CAME WITH YOUR ORDER and a note telling us anything else you would like us to know. Do not return disposable try-on panties - just discard them.
PLEASE NOTE: At our option, standard domestic shipping rates (UPS $14.75) or the appropriate international rate may apply to sending a replacement item and will be charged to the account originally used for the purchase unless otherwise requested. If a returned item brings the total of your original order below our $139 minimum for free domestic U.S. shipping, a shipping charge of $14.75 will be deducted from your refund or store credit. If the item being returned was a gift, be sure to include the gift-giver's name and address!
We know these policies are stringent. The exceptionally high-quality items we offer are made in extremely small lots. As soon as you order an item, we contact the artisan and put a replacement item into work. Given the value of the merchandise we offer, we simply cannot have more in stock than we believe clients will want within a reasonable time frame. If you are courteous and cooperate with our Happy You/Happy Us methods, we shall go the extra mile to ensure your complete satisfaction. If you prefer to treat us like a department store selling mass-made merchandise, we would rather you not order in the first place. Our small group of artisans depend upon us treating their time and extraordinary abilities with respect.