Question 1

How long does shipping take?

Accepted Answer

We offer free shipping worldwide. Orders are processed within 1-3 business days and delivery typically takes 5-8 business days to the US, Canada, Australia, and EU countries.

Question 2

Do you offer free shipping?

Accepted Answer

Yes! We offer free shipping on all orders worldwide. No minimum purchase required.

Question 3

How can I track my order?

Accepted Answer

Once your order ships, you will receive a confirmation email with a tracking number. You can also visit our Track Order page or log into your account to check your order status at any time.

Question 4

Do you ship internationally?

Accepted Answer

Yes, we ship to the United States, Canada, Australia, and all EU countries. All international orders include free shipping with tracking.

Question 5

Can I change my shipping address after placing an order?

Accepted Answer

If your order has not yet been dispatched, please contact us immediately at info@scarlettclub.com and we will update your shipping address. Once an order is shipped, the address cannot be changed.

Question 6

What happens if my package is lost or damaged?

Accepted Answer

If your package is lost or arrives damaged, please contact us within 48 hours of the expected delivery date with photos of any damage. We will work with the carrier to resolve the issue and send a replacement or issue a full refund.

Question 7

How do I place an order?

Accepted Answer

Browse our collections, select a product, choose your size, and click Add to Cart. When you are ready, go to your Cart and click Proceed to Checkout. Fill in your billing and shipping details, then click Place Order. You will be securely redirected to Stripe to enter your payment details. Once payment is confirmed, you will see a confirmation page and receive an order confirmation email.

Question 8

How do I check my order status?

Accepted Answer

Log into your account and visit the Orders page to view your full order history including order numbers, items, prices, and status. You can also visit our Track Order page and enter your tracking number to see real-time delivery updates. If you checked out as a guest, use the Set Your Password link in your confirmation email to access your account.

Question 9

Do I need an account to place an order?

Accepted Answer

No, you can check out as a guest. After your order is placed, we automatically create an account for you using the email you provided. You will receive a confirmation email with a link to set your password so you can access your order history, saved addresses, and faster checkout in the future.

Question 10

Will I receive an order confirmation?

Accepted Answer

Yes. After your payment is processed, you will receive an email confirmation with your order number, a summary of items purchased, and your billing and shipping details. If you are a new customer, the email also includes a link to set up your account password.

Question 11

Can I ship to a different address than my billing address?

Accepted Answer

Yes. During checkout, check the 'Ship to a different address' box and enter your preferred shipping address. Your billing address is used for payment verification and the shipping address is where your order will be delivered.

Question 12

What is your return policy?

Accepted Answer

We accept returns within 30 days of delivery. Items must be unworn, unwashed, and in their original packaging with all tags attached. Intimate items like panties and bras are final sale for hygiene reasons unless they are defective.

Question 13

How do I start a return?

Accepted Answer

To initiate a return, email us at info@scarlettclub.com with your order number and reason for return. We will provide you with return instructions and a return authorization number within 24 hours.

Question 14

How long does it take to receive a refund?

Accepted Answer

Once we receive and inspect your returned item, refunds are processed within 5-7 business days. The refund will be credited to your original payment method. Please allow additional time for your bank to process the transaction.

Question 15

Can I exchange an item for a different size?

Accepted Answer

Yes, we offer exchanges for different sizes subject to availability. Please contact us at info@scarlettclub.com with your order details and preferred size. We recommend checking our Size Guide before requesting an exchange.

Question 16

Are sale items eligible for return?

Accepted Answer

Items purchased on sale are final sale and cannot be returned or exchanged unless they arrive defective. Please use our Size Guide and Bra Size Calculator to ensure the best fit before purchasing sale items.

Question 17

How do I find my size?

Accepted Answer

Visit our Size Guide page for detailed measurements for all product categories. For bras, we recommend using our Bra Size Calculator which walks you through measuring your band and cup size step by step.

Question 18

What sizes do you offer?

Accepted Answer

We offer sizes from S to 5XL across most of our products. Bra sizes range from 38B to 48DD. We are committed to inclusive sizing so every woman can find her perfect fit.

Question 19

How do I measure my bra size correctly?

Accepted Answer

Use a soft measuring tape around your ribcage just under your bust for your band size, and around the fullest part of your bust for your cup size. Our How to Measure Bra Size guide and Bra Size Calculator provide step-by-step instructions with illustrations.

Question 20

What if I'm between sizes?

Accepted Answer

If you are between sizes, we recommend sizing up for a more comfortable fit, especially for bras and lingerie sets. Our customer service team can also help with specific fit recommendations for individual products.

Question 21

Do your products run true to size?

Accepted Answer

Our products are designed to run true to size based on our size charts. We recommend always checking the size guide on each product page, as fit can vary slightly between styles. Customer reviews also include helpful sizing feedback.

Question 22

How should I wash my lingerie?

Accepted Answer

We recommend hand washing lingerie in cool water with a mild detergent. If you must machine wash, use a mesh laundry bag on a delicate/gentle cycle with cold water. Never use bleach or fabric softener, as these can damage delicate fabrics and elastic.

Question 23

Can I put lingerie in the dryer?

Accepted Answer

No, we strongly recommend air drying all lingerie. Lay flat or hang to dry away from direct sunlight and heat sources. The heat from a dryer can warp underwire, break down elastic, and damage delicate fabrics.

Question 24

How should I store my bras?

Accepted Answer

Stack bras with the cups nested inside each other in a drawer. Avoid folding one cup into the other, as this can deform molded cups over time. For travel, use a bra case or place bras on top of other items in your suitcase.

Question 25

How often should I replace my bras?

Accepted Answer

On average, a well-cared-for bra should be replaced every 6-12 months depending on how frequently it is worn. Signs it is time for a new bra include stretched bands, misshapen cups, or visible wear in the fabric.

Question 26

How do I care for lace and mesh fabrics?

Accepted Answer

Lace and mesh are delicate fabrics that require gentle handling. Always hand wash or use a mesh laundry bag. Avoid wringing or twisting. Lay flat to dry and store carefully to prevent snagging. Our Fabrics & Materials guide has more detailed care tips.

Question 27

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) through our secure Stripe payment gateway. We also accept Apple Pay, Google Pay, iDEAL, and Bancontact.

Question 28

Is my payment information secure?

Accepted Answer

Absolutely. All payments are processed through Stripe, a PCI-DSS Level 1 certified payment processor. We never store your credit card details on our servers. All transactions are encrypted with industry-standard SSL encryption.

Question 29

Can I use a discount code?

Accepted Answer

Yes, you can enter discount codes during checkout in the promo code field. Discount codes cannot be combined and are applied to the order subtotal. Each code can only be used once per order.

Question 30

Will I be charged customs or import duties?

Accepted Answer

International orders may be subject to customs duties, import taxes, or VAT depending on your country. These charges are the responsibility of the buyer and are not included in the product price.

Question 31

How do I create an account?

Accepted Answer

Accounts are automatically created when you place your first order. After checkout, you will receive a confirmation email with a link to set your password. Click the link within 7 days to activate your account. You can also visit the Account page at any time to log in.

Question 32

How do I set my password after my first order?

Accepted Answer

After your first purchase, your confirmation email includes a Set Your Password link. Click it within 7 days, choose a password of at least 8 characters, and confirm it. Once set, you can log in to view orders, manage addresses, and check out faster.

Question 33

How do I reset my password?

Accepted Answer

Visit the Account page and click the forgot password option. Enter your registered email address and you will receive a password reset link. The link expires after 24 hours for security purposes.

Question 34

How is my personal data used?

Accepted Answer

We only collect data necessary to process your orders and improve your shopping experience. We never sell your personal information to third parties. For full details, please review our Privacy Policy.

Question 35

Can I delete my account?

Accepted Answer

Yes, you can request account deletion by contacting us at info@scarlettclub.com. We will remove your personal data in accordance with applicable privacy regulations. Please note that order records may be retained for legal and accounting purposes.

How Can We Help You?

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