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General terms & conditions

Terms & Conditions

We understand that you have chosen to shop with us over our competitors, and when it comes to the intimate nature of our products your protection and confidentiality are extremely important to us.  Please read the following criteria of our Online Purchasing Agreement below carefully, including your ability to exchange items. 

When you make a purchase at, you confirm that you understand, accept and agree to be bound by the Terms & Conditions of this Agreement.  By clicking “accept” when entering an age restricted area of you are verifying that you are at least 18 years of age or older, and that it is legal in your jurisdiction to view materials of an adult nature.

Your shopping experience is very important to us, and our Personal Shoppers will make every effort to respond to your customer inquiries, feedback, and order information within 24 hours. Please submit any requests using the email addresses located on our 'Contact Us' page, and throughout the site or email us at [email protected]
Although Karnation Intimate Apparel Inc. and are essentially the same entity, our Personal Shoppers in our physical stores are assisting in store customers.  Our online Personal Shoppers are definitely able to assist you via email or Live Chat concerning sizing, product selection, feedback, or any other information regarding online purchases. 


We do not offer refunds at, however if you are unhappy or dissatisfied with your lingerie or bra purchase for any reason we may offer exchange or online internal credit when our policies below have been met completely.

For your protection and due to our high health standards ANY and ALL items contained in the following categories are considered non-returnable and non-exchangeable:  all womens panties (thongs, g strings, crotchless panties, boy shorts, and bikini panties); also, all mens underwear (thongs, g strings,  boxers, boxer briefs, briefs, jocks, and bikini underwear);  all liquid and/or perishable products (personal lubricants, massage oils, edible products, and stimulating or prolonging products).  All personal massagers and vibrators, erection rings, pumps, sleeves, or personal use items products including novelty items may not be returned or exchanged.  All Halloween costume sales are a final.


Panties may not be tried on; every piece of lingerie and all bras are shipped with a Do Not Remove tag attached them (see image).  If your order includes matching panties, they will also be securely fastened to the inside of the lingerie or on the side of the bra with the Do Not Remove tag. The panties and Do Not Remove tag MUST remain attached to the lingerie or bra at all times, and may not be removed or detached for any reason.  If the panty or tag become detached or disconnected, the item immediately becomes non-exchangeable.  The lingerie or bra must also be in the original new condition it was shipped and may not be stained or stretched.  It may not smell like perfume, deodorant or body odor.  

All items returned to us are thoroughly inspected for wear and tear.  If we suspect the item has been worn or tampered with in any manner your exchange request will not be processed.  If your lingerie or bras have met our above standards we will gladly authorize an exchange or online internal credit that will never expire, to be used on any merchandise. 

In order to request an exchange on lingerie or bras you must contact one of our online Personal Shoppers via email at [email protected]  within one week of receiving your order.  In the email please include your order #, the item # of the item you would like to exchange, and the reason why you would like the exchange.  If you know the item you would like in exchange please include that item # as well. 

If there is a price difference of lesser value than the original purchase you will be issued an online internal credit with, you will not receive the difference credited back to your credit card. We will issue you an RA # (return authorization) to send the purchase back to us.  We will not be able to accept any returns without an RA # clearly marked on the outside of the package.  Once we have approved your exchange we will email you with a confirmation.

In case you receive an item that proves to be defective or damaged due to the fault of the manufacturer, we will gladly replace it for the same item brand new.  To prevent this from happening frequently we do thoroughly inspect each item before we ship it to you. does not issue refunds for any reason.  If you feel that your item is faulty in any way you must contact one of our online Personal Shoppers via email at [email protected] within 72 hours of receiving it to request a replacement. 

You will be issued an RA # to send the item back. We are unable to accept any returns without and RA # clearly marked on the outside of the package. You must include the complete item and all accessories including the original packaging.  Once we receive the item back it will be thoroughly inspected, and once it is authorized will be replaced with another one of the same item.  The item and packaging must not be tampered with in any way to be considered eligible for replacement. If the item is defective we will ship a replacement free of charge.  However, if the item is not deemed a manufacturer defect you will default on your purchase and your item will be discarded or additional shipping charges will be applied to return the item back to you per your request.

All promotional discount codes may only be used once per customer.

Information Collection and Use is the sole owner of all of the information collected on this site. We will not sell, share, or rent this information to others in ways different from what is disclosed in this statement. collects information from our users at several points throughout the site.
Registration & Newsletter
If a user wishes to subscribe to our newsletter; we ask for contact information such as name and email address to provide our users with the option of opting out of all mailings at any time.  If a user chooses to register with our site, a user is required to offer the following: a unique username, unique email address, and unique password.  This information is used to contact the user via email about the services and products at for which they have expressed interest.  This is also used to identify individual gift registry online. 

We request information from the user on our order form.  Here, a user must provide us contact information (name, shipping address, optional phone #) and financial information (credit card # and expiration date). This information is used for billing purposes and to process and ship a customer's order.  If we have trouble processing an order, this contact information is used to get in touch with the customer. 

LEGAL DISCLAIMER may disclose your personal information when required by law or in the good-faith belief that such action is necessary in order to conform to the edicts of the law or comply with a legal process served on our web site.

LINKS may contain links to other sites. Please be aware that it/we are not responsible for the privacy practices of such other sites. We encourage our users to be aware of the privacy statements of each and every Web site that collects personally identifiable information when they leave our site.  This privacy statement applies solely to information collected by this Web site.

CONTACT US uses email links located on the ’contact us’ page to allow you to contact us directly with any questions or comments you may have. We may be reached at [email protected] and if you have questions regarding you order we may be reached at [email protected].  We read every message received and respond directly to messages related to customer orders immediately. For all messages that do not relate to customer orders, we may file your comments to improve the site and program, or review and discard the information.

From time to time, our site requests information from users by surveys or contests. Participation in these surveys or contests is completely voluntary and the user therefore has a choice whether or not to disclose this information. Information requested may include contact information (such as name and shipping address) and demographic information (such as zip code and age). Contact information will be used to notify the winners and award prizes. By law, we are required to post the names of contest winners; please be aware of this prior to entering into any of our contests. Survey information will be used for purposes of monitoring or improving the use of this site and the users' satisfaction.

We at take every precaution to protect our users' information. When users submit sensitive information through the Web site, their information is protected both online and offline. Our staff will not disclose any customer information, names or purchasing information to anyone outside of, unless required to do so by law. When our registration/order form asks users to enter sensitive information (such as credit card number and/or social security number), that information is encrypted and is protected with what we believe is the best encryption software in the industry.

All content included on this site, such as text, graphics, logos, button icons, images, audio clips, and software, is the property of or its content suppliers and protected by U.S. and International copyright laws. The compilation (meaning the collection, arrangement, and assembly) of all content on this site is the exclusive property of and protected by U.S. and international copyright laws. All software used on this site is the property of or its software suppliers and protected by U.S. and international copyright laws. The reproduction, modification, distribution, transmission, republication, display, or performance of the content on this site is strictly prohibited.

Use of site
You may not at any time or in any manner use or download material displayed on this Web site for any use, noncommercial or personal. This Web site or any portion of this Web site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any commercial purpose without express written permission by You may not use any "page-scrape," "grabber," "spider," "robot," "deep-link" or any other program, automatic device, algorithm or methodology which accomplishes the same things, in order to access, acquire, copy, or monitor any portion of this Web site. Any use of the Web site which results in the depletion of Web site infrastructural resources is prohibited and any such use will be considered a trespass and we may take appropriate legal action. and its affiliates reserve the right to refuse service, terminate accounts, and/or cancel orders at its discretion, including and without limitation, if we believe that customer conduct violates applicable law or is harmful to the interests of and its affiliates. Please check these Terms from time to time, as we may change the Terms without notice and such changes are effective as of the time of posting.

18 years and older
Select areas of are intended solely for viewing by an adult audience. By continuing to view any material contained within this Web site, you are stating and acknowledging that: You are an adult over the age of 18 and that you may legally view material of an adult nature in your jurisdiction. You will not allow anyone under the legal age of 18 to have any access to materials contained within. You are voluntarily continuing to view this site and will be exposed to material of an adult nature. If you are not comfortable with this, please do not access this website further.

Risk of loss
All items purchased at will be shipped to you via the carrier you designate at checkout. Carrier selection for FREE SHIPPING is at our discretion. We will place your order in the possession of the shipper and notify you that it has been shipped. By ordering from us, you agree that title to and risk of loss of the goods passes to you on our delivery to the shipper.

Registration and Password
You are responsible for maintaining the confidentiality of your information and password. You shall be responsible for all uses of your registration, whether or not authorized by you. You agree to immediately notify of any unauthorized use of your registration or password.

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