Shipping & Returns – Trusst Lingerie

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Shipping

    How will I know when my order has shipped?

    When your order ships from our warehouse, you should receive a Shipment Notification email that includes a tracking number to the email address you provided.

     

    How much do you charge for standard shipping?

    We offer complimentary FedEx Smart Post shipping on all orders to the contiguous United States.

       

      Do you ship internationally?

      Due to technical difficulties we are not currently offering international shipping. We are working to resolve these issues and hope to have international shipping options available soon.

      International Kickstarter Backers and Pre-orders placed prior to October 17th will receive their orders through USPS and their local postal service. 

       

      Returns & Exchanges

       

      Please Note: Return and Exchange requests must be made within 14 days of order delivery.

       

      Are bras returnable?

      All returned bras must have the original tags and protective plastic bag. Bras must be unworn, undamaged, and be free of perfume, makeup and deodorant. Please visit our Customer Warranty page for more information.

       

      How long do I have to return an item?

      Returns and exchanges requests must be made within 14 days of order delivery.

      We gladly accept returns or exchanges of items received postmarked within 30 days of original order delivery.

      Items received postmarked between 31 and 90 days will be eligible for store credit minus the $5 restocking fee.

       

      How do I package my return?

      Repackage your bra in the original packaging if possible. You must include the plastic bag used to protect the bra, all original tags, and the packing slip that came in your package in order for our warehouse to process your return.

       

      How do exchanges work?

      Bras may only be exchanged for an alternate size of the same style.

      For information on fitting, please visit our product pages and see "Fit Tips." Pittsburgh-area customers may also schedule a fitting appointment at our office using the form available here.

       

      What if my bra arrives damaged?

      If your bra arrives damaged, take photographs immediately of the damaged areas and the packaging. Please email support@trusstlingerie.com with the photos so that we can assist you. Please see our Customer Warranty for more information.

       

      Do you charge for returns?

      Trusst will cover the shipping cost of returns and exchanges to the contiguous US. A $5.00 per item restocking fee will be applied to all returns. Exchanges are not charged a restocking fee.

       

      Damaged or Worn Returns

      All returns are inspected upon receipt at our warehouse. If your item is returned to us damaged or worn your order will not be eligible for exchange or for a full refund. You will be given the option of receiving the damaged/worn product back - you will have 7 days to decide if you would like us to ship the product back to you. If you do not want the worn/damaged product or if you do not request it be returned within 7 days, you will receive a store credit equal to the item cost minus the $5 restocking fee and a damaged items fee of $25.

       

      How do I return or exchange an item? - Website Orders (US)

      1. Visit our Process a Return page to request a return shipping label. You will need your Order Number (the 4-digit number from your confirmation email) and Order Email.
      2. You will receive a FedEx Ground return label from Trusst in one business day. Print the return shipping label attached to the email.
      3. To ensure your items are not damaged during shipment, please reuse the original packaging including plastic bag and tags.
      4. Place the return shipping label on the box, covering the original shipping label completely.
      5. Drop your package at your nearest FedEx or schedule a pickup with FedEx.
      6. If you are exchanging an item, Trusst will ship your exchange when your return is received and approved.
      7. If you are returning an item for refund or store credit, your refund/credit will be processed, minus the $5 restocking fee, when your return is received and approved.
      8. If you encounter any difficulty processing your return, please let us know by emailing support@trusstlingerie.com so that we can assist you.

        How do I return an item? - Website Orders (International Orders prior to 4/18/2017)

        1. At this time, Trusst can only accept international items for return. If you would like a different size, please place it as a new order to ensure that the size is available when you want it.
        2. Email us at support@trusstlingerie.com to request a return shipping label. You will need your Order Number and Order Email.
        3. You will receive a prepaid return label email from Trusst in one-two business days. Print the return shipping label attached to the email.
        4. To ensure your items are not damaged during shipment and will be processed correctly, please reuse the bubble wrap, clear plastic bag and tags.
        5. Place the return shipping label on the box or bag you are using.
        6. Drop your package at your local postal office.
        7. Trusst will refund you the item amount only. At this time, we cannot refund the initial shipping charges or international taxes and duties. 
        8. If you encounter any difficulty processing your return, please let us know by emailing support@trusstlingerie.com so that we can assist you.

         

         

            PRE-SALE and KICKSTARTER BACKERS Returns & Exchanges

             

            Website Pre-sales (US)

            1. Email us at support@trusstlingerie.com with the subject "PRESALE RETURN/EXCHANGE." Please include a reason for your return/exchange in the body of the email, and if you are requesting an exchange, please indicate the desired exchange size OR if you would like one of our fit specialists to contact you.
            2. You will receive a FedEx Ground return label email from Trusst in one business day. Print the return shipping label attached to the email.
            3. To ensure your items are not damaged during shipment, please reuse the original packaging, including plastic bag and tags.
            4. Place the return shipping label on the box, covering the original shipping label completely.
            5. Drop your package at your nearest FedEx location or schedule a pickup with FedEx.
            6. If you are exchanging an item, Trusst will ship your exchange when your return is received and approved.
            7. If you are returning an item for refund or store credit, your refund/credit will be processed, minus the $5 restocking fee, when your return is received and approved.
            8. If you encounter any difficulty processing your return, please let us know by emailing support@trusstlingerie.com so that we can assist you.

             

            Website Pre-orders (AK, HI, and International)

            1. Please email us at support@trusstlingerie.com with the subject line "International Return" so that we can expect your return and can work with you to determine the best exchange size. Please include your order number if possible so that we can locate your records. 
            2. Repackage your Trusst bra using the large bubble wrap and a return mailer, include the clear plastic bag and tags.
            3. Using the carrier of your choice, mail returns or exchanges to:

                   Trusst Lingerie
                   ATTN: HC
                   700 Commerce Pkwy. West Dr.
                   Greenwood, IN 46143

            4. Affix your return label to a return mailer and seal completely.
            5. If possible, retain a tracking number in case delays in shipping occur.
            6. If you are exchanging an item, Trusst will ship your exchange when your return is received and approved.
            7. If you are returning an item for refund or store credit, please confirm the email address associated with your PayPal account. Your refund/credit will be processed via PayPal, minus the $5 restocking fee, when your return is received and approved.

             

            Kickstarter US & International Rewards

            1. Kickstarter rewards are eligible for exchange if they are unworn, unwashed, undamaged, and free of perfume, stains, and odors. Rewards are a promised product in exchange for your support of our project and are not eligible for refund. For more information about Kickstarter Rewards, please visit the Kickstarter Backer FAQ and Trust pages.
            2. Please email us at support@trusstlingerie.com with the subject line "Kickstarter Reward Return" so that we can expect your return and can work with you to determine the best exchange size. 
            3. Kickstarter Rewards may be returned to the following address:

              Trusst Lingerie
              ATTN: HC
              700 Commerce Pkwy. West Dr.
              Greenwood, IN 46143

            4. Repackage your reward in the original packaging, including the plastic bag and tags. International reward returns may use a box, or a bag with the original bubble wrap.
            5. Using the carrier of your choice, obtain a shipping label and affix it to the package, ensuring that your return label completely covers the initial shipping label.
            6. If possible, retain tracking information in case delays in shipping occur.
            7. When your returned reward is received, we will ship the requested exchange size.
            8. If an alternative reward was discussed, Trusst will follow-up with you after the warehouse has received your returned reward.

             

            How long will it take to receive my refund?

            All returns are processed on Tuesdays and Fridays. Please allow up to 30 days for shipping and processing of your return. Your return will be processed to your initial method of payment, minus the restocking fee.

             

            How long will my exchange take?

            Returns are reported to us on Tuesdays and Fridays. We will ship your exchange within one week of receiving confirmation that your returned item(s) have passed inspection. Exchange processing and shipping will be dependent on damage inspection and stock levels. If you have a question about your exchange, please contact us at support@trusstlingerie.com and we will be happy to assist you. 

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