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Refunds, Returns and Exchanges

For any issues or concerns with our product, feel free to email us on

  • All or any items returned into our warehouse, will be inspected and then processed accordingly. Please allow up to 14 days for us to receive your product and action your return/exchange request.
  • We will gladly cover the cost of delivering your new product if you have requested an exchange.
  • We do not offer refunds for change of mind, so choose your product wisely
  • If a consignment is undeliverable at a destination due to refusal to pay import tax, incorrect address or otherwise, the consignment will be abandoned at destination.
  • Please note, if an exchange is requested for a different item than the one returned, it will be sold at the online price displayed at the time of processing. If you wish to take advantage of a sale price, we strongly suggest sending the original item back for a refund and purchasing the new item online yourself.
  • All sale, reduced or end of season clearance product purchased cannot be exchanged and are non-refundable.
  • Any refunds required on full price items will be processed back via your original form of payment. Please note, original postage charges are non refundable.
  • If an exchange item (full price) is out of stock, you will be notified via email and a refund via your original form of payment will be issued.
  • We are unable to accept any returns on soiled, damaged or unclean garments for hygiene purposes. All underwear (briefs & string), bodysuit and baby doll styles with matching knickers are not refunded or exchanged due to hygiene purposes.
  • When making exchanges, all returning items must be intact, with tags attached for possible further resale, preferably inside the original Elusive carton which it was sent to you in to ensure the product is protected during transit.
  • All faulty items are assessed by Elusive Lingerie in Auckland NZ prior to an exchange being issued.
  • We do not accept, exchange or refund items for general wear and tear or misuse.
  • We strongly urge you to follow carefully, all washing and care instructions.
  • Shipping charges will only be refunded if an item is deemed faulty and has been assessed.
  • Items are sent back to Elusive Lingerie at the customers cost using a traceable shipping method. Please email us at with your query and we will provide our address details to you.

* If you choose to send your items back to us, your original delivery fee is non refundable.