All our orders are sent tracked and fulfilled from Portugal using a local carrier.
UK & EU: Standard delivery £5.00 - 3 working days via UPS
(Free delivery on orders over £150)
USA: Standard flat rate £15.00 - 5 working days via UPS
REST OF THE WORLD: Standard flat rate £10.00 - 5 working days via UPS
The tracking number will be sent to you by email when the item is shipped.
Any additional customs fees, duties and taxes are at the responsibility of the customer.
If you need your order next day delivery please contact us at email@example.com and we will try our best to accommodate you.
All orders take up to 12 hours to prep and ship. Orders placed after 12 PM UTC on a Friday, or over the weekend, will be shipped the following Monday.
If you'd like to confirm the status of your order, check the tracking number or email as at firstname.lastname@example.org
In the instance where you need to change your shipping address, please email us at email@example.com within 12 hours of placing your order and we will resolve the issue.
All our orders are shipped in packaging made from recycled materials and are fully recyclable.
By placing an order for international shipping, the customer agrees to pay all taxes and customs duties when the package arrives in said country. We recommend you to contact your local customs authority to determine a landed cost price prior to purchase completion. Import duty or tax costs will be invoiced to you directly from our shipping partner. Holiday Romance Store is not responsible for these additional costs. Packages that must be processed through customs may take extra time so please take this into consideration to estimate a delivery date. Orders will not be refunded for packages that are not accepted by recipient.
We highly recommend taking advantage of our free online fit consultation so we can be sure to send you the correct sizing the first time around :)
We’re happy to offer returns if you’re not happy with your purchase. Items must be returned within 14 days after the product has been delivered to you.
To be eligible for a refund, your item must be in the same condition that you received it, unworn, unwashed and all tags attached. You’ll also need the receipt or proof of purchase.
We do not pay for return shipment unless the item was damaged, faulty, or doesn't match the listing description.
All returns are the responsibility of the customer. We advise customers to request and keep a proof of postage receipt. We will not be responsible for any package that is lost or stolen during the shipment process that does not have tracking.
Please note any original delivery costs or additional customs duties will not be refunded by us.
If you order was eligible for free shipping and you wish to return only one of the items, the standard shipping amount will be discounted from the refunded item value.
How does it works?
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you the instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.
- Pack unused goods safely in their original packing.
- Deliver the package to a shipping company of your choice and pay accordingly. If you want to use our shipping partner services, please inform us on your e-mail and we can send you a quote.
- To ensure that your return is processed smoothly, please include the receipt or proof of purchase on the package and ensure to comply with all customs requirements.
- Inform us about return details, such as tracking number, in order to make us able to follow your return process.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We do not accept returns or exchanges on sale items. Please note we will not accept any briefs that have tried on without wearing something underneath. In the unlikely event that an item is returned to us in an unsuitable condition, we reserve the right to send it back to you and not issue a refund. We will deny any refunds or exchanges if the item returned does not meet our policy requirements or we believe to be disingenuous.
We do not offer exchanges at this time. If you need a different size, item, etc. place a new order for the item and return your current full priced item for a refund. Final sale on all discounted items.
Please ensure to send your package as a return and according to customs rules in both countries, the origin and the destination. To help with the returns process we can provide official merchandise return statements from the company under request by emailing email@example.com, although this is not a guarantee. Incorrectly shipped packages may be treated as imported goods and customs fees and extra taxes may apply. Holiday Romance is not responsible for the payment of any of these costs and is also not responsible for carrying out any type of customs clearance process.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will receive your refund on your original payment method. Credit card refunds usually take between 5 - 10 business days to appear on your statement. Refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations.
You can always contact us for any return question at firstname.lastname@example.org