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Shipping policy

SHIPPING, RETURN & REFUND POLICY

Effective Date: [19/09/2026]

Unbox Lingerie ("Unbox", "we", "us", or "our") sells lingerie and related products to individual customers (B2C) and approved business customers/partners (B2B). This policy explains our shipping, return and refund rules.

1. Shipping Policy

1.1 B2C Orders

B2C orders are normally processed within 1–3 business days after successful payment, unless a different processing time is specified on the product page.

Estimated delivery timelines vary by destination, courier service and availability. The estimated delivery period displayed at checkout is indicative and may be affected by circumstances beyond our control, including courier delays, natural events, public holidays, strikes, incorrect addresses or other logistics disruptions.

Once the order is dispatched, the customer will receive available tracking information through email, SMS, WhatsApp or other communication channels.

1.2 B2B / Low-MOQ Orders

Approved B2B customers may purchase products through the Unbox Partner/Business portal.

B2B orders may contain ready-stock products and/or products manufactured or procured as part of a pooled/low-MOQ production cycle. The applicable dispatch or production timeline will be communicated on the relevant product/order page or by the Unbox team.

For products requiring pooled production, the customer acknowledges that dispatch may take longer than ready-stock products.

Where applicable, shipping and logistics charges for B2B orders will be charged separately at actual cost, unless otherwise expressly stated by Unbox.

1.3 Delivery Address

Customers are responsible for providing an accurate and complete delivery address, mobile number and other information required for delivery.

If an order cannot be delivered because of an incorrect or incomplete address, customer unavailability, refusal to accept delivery, or repeated delivery failure attributable to the customer, additional shipping or re-dispatch charges may apply.

1.4 Courier Delays and Force Majeure

Unbox is not responsible for delays caused by courier partners, natural disasters, government restrictions, strikes, public emergencies or other circumstances beyond our reasonable control.

We will nevertheless make reasonable efforts to assist customers in tracking delayed shipments.

1.5 Shipment Damage

Customers should inspect the package as soon as it is received.

If the package appears visibly damaged, customers should photograph/video the package before opening it where reasonably possible and contact Unbox promptly.

2. Return & Exchange Policy

2.1 General Rule

Returns/exchanges are accepted only where expressly permitted under this policy.

Products must not have been worn, washed, altered, damaged, stained, soiled or otherwise used, except where the issue itself is a manufacturing defect.

2.2 Panties / Briefs — Hygiene-Sensitive Product

Panties, briefs and similar intimate lower-innerwear products are NON-RETURNABLE AND NON-REFUNDABLE for change of mind, incorrect size selection, colour preference, personal preference or any other reason unrelated to a verified product issue.

This restriction exists because of the hygienic nature of intimate apparel.

However, an exception applies where the customer receives:

  • a wrong product;

  • a wrong size/variant supplied by Unbox;

  • a product that is damaged during shipment; or

  • a manufacturing defect/faulty product.

In such cases, the customer must contact Unbox within 48 hours of delivery with photographs/videos and order details.

2.3 Other Products

For products that are expressly marked as eligible for return or exchange on the product page, the customer may request a return/exchange within 7 calendar days of delivery, subject to the applicable product-specific conditions.

The product must be unused, unwashed, unworn and in original condition, with original tags/packaging intact.

2.4 B2B / Low-MOQ Orders

Because B2B and low-MOQ purchases are business/wholesale transactions, B2B orders are generally non-returnable and non-cancellable after order confirmation/payment, except where the customer receives:

  • an incorrect product;

  • incorrect quantity caused by Unbox;

  • a materially defective/faulty product;

  • goods damaged during transit; or

  • products materially different from those confirmed in the order.

For manufacturing/pooled production orders, the customer cannot reject or return products merely because the customer subsequently changes its business plan, expected demand, colour preference, size mix or selling strategy.

2.5 Return Approval

All returns must be approved by Unbox before the customer ships any product back.

Customers must not send products to an address without obtaining a return authorization from Unbox.

Unbox may request photographs, videos, package images, order details, SKU information or other reasonable evidence before approving a return.

3. Refund Policy

3.1 Refund Eligibility

Where a refund is approved, the refund will generally be processed after the returned product is received and inspected, or after sufficient evidence has been reviewed for cases where a physical return is not required.

3.2 Refund Method

For prepaid orders, approved refunds will generally be made to the original payment method or through the applicable payment mechanism used for the transaction.

Actual processing time may depend on the payment gateway, bank or financial institution.

3.3 Defective / Wrong / Damaged Products

Where Unbox confirms that a customer received a defective, faulty, damaged or incorrect product, Unbox may, at its discretion and depending on stock availability:

(a) replace the product;

(b) provide an exchange; or

(c) issue an appropriate refund.

Where the issue is attributable to Unbox, reasonable return/replacement logistics will be arranged as applicable.

3.4 Customer-Preference Refunds

Refunds are not available for panties/briefs or other products specifically marked non-returnable where the reason is:

  • wrong size selected by the customer;

  • change of mind;

  • colour preference;

  • fit preference;

  • failure to check the size chart;

  • personal preference; or

  • any other reason not covered by this policy.

3.5 Cancellation

An order may be cancelled only before it enters processing/production/dispatch, subject to the applicable product and order type.

B2B pooled-production orders may become non-cancellable once production has commenced.

3.6 Grievance / Support

For return, refund or shipping issues, customers may contact:

Email: [support@unboxlingerie.com]
WhatsApp/Phone: [Number]
Business Hours: [Days/Hours]

Please include the order number in all communications.

Nothing in this policy is intended to exclude or restrict any consumer right that cannot lawfully be excluded under applicable law.