Refund policy

Refund policy

Last updated: November 4, 2026

At Evylen, every piece is designed to make you feel confident and beautiful. We want you to love what you receive. If something isn't quite right, this policy explains how our Right Size Promise, returns and refunds work. Please read it carefully before placing your order.

Our Right Size Promise

Our pieces are true to size based on our size chart. In between sizes? Size one up.

And if the size still isn't right: wrong size? Keep it. We send the right one, free.

- Email us at support@evylen.com within 30 days of delivery with your order number, the piece and the size you need.
- You keep the original piece. There's nothing to send back.
- The Right Size Promise covers one free size replacement per order, regardless of the number of items in that order. A replacement piece is not itself eligible for another free replacement.
- Any further replacements or alternative solutions are offered at Evylen's sole discretion.

The Right Size Promise is a voluntary service in addition to your statutory rights.

Our 30-Day Return Guarantee

You have 30 days from the date your order is delivered (based on tracking confirmation) to request a return.

To be eligible for a return, your item must meet all of the following conditions:

- The item must be unworn, unwashed, and undamaged, with all original tags still attached.
- For hygiene reasons, the item must be in its original, sealed packaging with any protective hygiene liners intact and unremoved.
- You must provide your order number.

Because our products are intimate apparel, items that have been worn, washed, had hygiene liners removed, or returned without original tags and packaging cannot be accepted. This is for the health and safety of all our customers, and is standard practice across the intimate apparel industry.

How to Request a Return

To start a return, email us at support@evylen.com with your order number and the reason for your return, within 30 days of delivery.

Our team will respond within 1 to 2 business days with instructions and the return address.

Please note:

- Do not send any item back before receiving return authorization and the return address from our team. Items sent back without prior authorization cannot be accepted or refunded.
- Return requests submitted after the 30-day window cannot be accepted.

Return Shipping

- Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held responsible for items lost or delayed in transit.
- We do not provide prepaid return labels.
- The return address will be provided once your return request is approved.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, you may choose between:

- A full refund of the price you paid for the item, to your original payment method, or
- Evylen store credit for the full price you paid for the item, issued instantly upon approval. Store credit never expires.

Please note:

- Items purchased as part of a promotion, such as Buy 2, Get 1 Free, are refunded based on the price actually paid. The promotional discount is spread across all items in the order.
- Original shipping charges are non-refundable.
- Approved refunds are processed within 5 business days. Depending on your bank or card provider, it can then take 5 to 10 business days for the refund to show up on your account.
- In some cases, we may offer an alternative solution, such as a partial refund without returning the item. Such solutions are offered at Evylen's sole discretion.

Damaged, Defective, or Incorrect Items

Every order is packed with care, but if something goes wrong, we'll make it right.

If your item arrives damaged, defective, or incorrect, please email us at support@evylen.com within 7 days of delivery with:

- Your order number
- A clear photo of the item and the issue
- A photo of the packaging

We will review your claim and offer a suitable solution, such as a replacement, at no additional cost to you. We may ask for additional photos to process your claim.

Claims reported more than 7 days after delivery are handled as a regular return request under our 30-Day Return Guarantee. This does not affect your statutory rights.

Items That Cannot Be Returned

The following are not eligible for return or refund:

- Items that have been worn, washed, or used
- Items with removed hygiene liners, missing tags, or damaged or missing original packaging
- Items returned without prior return authorization
- Orders where the return request was submitted more than 30 days after delivery
- Gift cards

Delivery and Missing Packages

Orders are processed within 1 to 2 business days, and once shipped, most orders arrive within 5 to 9 business days. For tracking questions and missing, lost or damaged packages, please see our Shipping policy: https://evylen.com/policies/shipping-policy

Chargebacks and Disputes

If you have any issue with your order, please contact us at support@evylen.com first. We're committed to resolving every concern quickly and fairly, and we respond within 1 to 2 business days.

Filing a chargeback or payment dispute before contacting us, or while a refund request is already being processed, may cause delays and may affect your eligibility for future purchases.

Contact Us

For any questions about this Return and Refund Policy, reach out anytime:

Email: support@evylen.com

We aim to respond to all inquiries within 1 to 2 business days.

Nothing in this policy affects your statutory rights as a consumer. This policy may be updated from time to time. The version in effect at the time of your purchase applies to your order.