Non-Subscription Purchases:
Items can be returned within 7 days of delivery, provided they are in unused, unworn, and are in sellable condition. They must also be in their original packaging with all tags intact.
Items marked as Sale or Clearance can only be refunded if the product is faulty. If you change your mind, sale items can be returned for store credit or an exchange.
Please note: Unfortunately we are unable to cancel any orders once they've been placed. This policy is in place to ensure efficient processing and delivery of your items. We kindly ask that you review your order carefully before confirming it. If you have any questions or concerns regarding your order, please contact our customer support team at info@nineteenthavenue.com.au, and we will be happy to assist you within the constraints of this policy.
Subscription Boxes:
We understand that finding the perfect fit is essential. That's why we offer exchanges within 7 days of delivery. Please note that each month, you'll receive a surprise lingerie set, as outlined in our product description and FAQ page. Due to the nature of our subscription service, we do not accept change-of-mind returns.
However, we're more than happy to facilitate exchanges to ensure you're completely satisfied with your set. If you have any questions or concerns regarding your order, please contact our customer support team at info@nineteenthavenue.com.au, and we will be happy to assist you within the constraints of this policy.
If you wish to cancel your subscription, kindly do so before your billing date. All subscription orders once placed are final. If you choose to cancel your subscription after you've been billed, you'll receive the upcoming month's box as your last subscription box, and your membership will be cancelled.
Gifted boxes are not recurring subscriptions. When you purchase a gift membership, you select the duration and make a one-time payment. The recipient will receive a new lingerie set every month until the duration you've chosen is completed.
Please note that all gifted box orders are final, so please choose carefully. While we're happy to accommodate adjustments to sizes, shipping addresses, or pause your next box, we regret that we cannot cancel the order once it's been placed. Our team begins working and preparing your boxes promptly upon order placement, which is why cancellation becomes challenging. We appreciate your understanding.
How long do I have to return my items?:
Items can be returned within 7 days of delivery, provided they are in unused, unworn, and are in sellable condition. They must also be in their original packaging with all tags intact. If you are returning a subscription box you must return any gifts included.
What cannot be returned?:
We cannot accept any Underwear to be exchanged or refunded (hygiene reasons). This policy protects other buyers and therefore we cannot make exceptions. Please choose your items carefully and ensure you use the size guide.
Manufacturing Faults:
We aim to provide our customers with products of the highest standard and quality. If for any reason this is not the case, please get in touch with us at info@nineteenthavenue.com.au and we'll be happy to help. Please contact us within 5 business days of receiving your set, along with a brief description and images showing the defect/fault.
Refunds and Return Process:
Once a return is approved, we'll initiate the refund process promptly, typically within 3-5 business days of receiving your returned item/s. Kindly note that the shipping cost for returns ($9.90) is non-refundable.
Once a refund is issued please allow 3-5 business days The time frame for your refund to reach your account depends on your financial institution, get in touch with your bank for further information on processing times.
Your satisfaction is our ultimate goal, and we're here to help you every step of the way. If you have any questions or concerns, please don't hesitate to reach out to our customer support team.
