Frequently asked questions

Returns & Refunds

• How can I exchange items?

  It not yet possible to exchange items via Hunkemoller.com. If you want a different size or colour, return the items and place a new order.

   If you live in Luxembourg, you can exchange products in our stores, provided:

  1. You have the original invoice with you.
  2. The items have not been worn and are in the original state. 

• How can I return an item ordered through Hunkemoller.com?

  You can return ordered items to us free of charge within 14 days. Follow the following procedure: 

  1. Put the items in a parcel together with the return form. For example, you can use the original packaging.
  2. Stick the return sticker over the address sticker on the parcel.
  3. Hand the parcel in at your UPS.
  4. When we receive the parcel, we will confirm this via e-mail. This may take up to 10 days. The amount will be credited to the payment method used within two days after the confirmation e-mail has been sent. 

• What are the conditions attached to returning items?

  The following conditions apply to returning items to Hunkemoller.com:

  1. You must return items within 14 days. This period begins on the day after your order is delivered.
  2. The products must be unused and undamaged.
  3. You must include the return form. 

• When will I get my money back?

  When we receive your parcel, we will confirm this via e-mail. This can take up to 10 days.  If you return the entire order, we will refund the whole amount including the shipping costs. If you return only part of your order, we will refund you for the returned items. 

• Are there any products that cannot be returned?

  No but please leave the items listed below sealed and unopened as we cannot accept returns of opened items for reasons of hygiene.

  1. Adhesive bras
  2. All products in the Beauty line
  3. Pantyhose and stockings
  4. Lingerie cards and Membercards 

• Can I exchange ordered products in a Hunkemöller store?

  At present, you can only exchange items if you are resident in Luxembourg. Do not forget to take the original invoice with you.

• Will I automatically receive a different item if I return an item?

  You will not receive a different item if you return an item to Hunkemöller. However, you can place a new order through our website.

• How long does it take to process a returned item?

  When we receive your parcel, we will confirm this via e-mail. This may take up to 10 days. The amount will be credited to the payment method used within two days after the confirmation e-mail has been sent.

  If you return the entire order, we will refund the whole amount including the shipping costs. If you return only part of your order, we will refund you for the returned items.