How long is the order processing time?
Processing time for Standard orders may vary, however, we do guarantee your order is delivered within the shipping window selected.
It's been a few days and I see my order hasn't shipped?
Our shipping is based on business days, excluding holidays and weekends. We try to process orders on the same day or next day, but if you do not get a shipping confirmation right away, don't worry. When necessary, we will expedite your package to you free of charge to ensure delivery within your shipping window.
If there are any issues fulfilling your order, we will contact you via the contact information provided in your order.
How do I track my order?
Tracking can be found when you sign into your account, in the order shipments tab of the order. Even if you checked out as a guest, your tracking number can be found in your shipping confirmation email.
My package has been in transit for longer than expected. Can you help?
We want you to enjoy your Eberjey items as soon as possible, however due to shipping procedures of our carriers that are beyond our control, arrival times are not guaranteed, and delivery can occur at any point within the shipping window.
Please email us right away at firstname.lastname@example.org or call us at 1-800-691-9101 if your package has not arrived within the shipping window.
What are the US shipping rates?
• Standard Shipping 4-8 Business Days is $7.00
What holidays are excluded in shipping times?
• January 1 - New Year's Day
• January 21 - Martin Luther King Jr. Day
• February 18 - Washington's Birthday (observed)
• April 19 - Good Friday/Passover
• May 27 - Memorial Day
• July 4 - Independence Day
• September 2 - Labor Day
• October 14 - Columbus Day
• November 11 - Veterans Day (observed)
• November 28 - Thanksgiving Day
• December 25 - Christmas Day
What if my package is lost?
We are unable to take action on lost packages until the shipping window has closed. If you believe your package is lost, please email us right away at email@example.com or call us at 1-800-691-9101 so that we can take care of it as quickly as possible. Please report lost packages to us within 7 business days.
*Please note: If a package has been delivered to the correct shipping address that was provided at checkout and/or has been signed for upon delivery, we cannot be held responsible for that package.
Do you ship internationally?
Yes, we do ship to most countries. All applicable taxes and duties will be collected at the time of purchase. In addition to the exchange rate, there are processing fees that will apply. Shipping charges are non-refundable if the package is refused. For more information click here.
How do I create a return if I have an account?
Please log into your account, locate your order under “Recent Orders” and click on “Return”. If you do not see the order listed, you may have accidentally checked out as a guest and can process your return here. After creating the return request, if you selected to use our shipping label, you will receive your return shipping label and packing list via email. If you selected to use your own shipping method, you will receive your packing list via email. You can also print the label and packing slip from the returns portal. All returns should be processed through our return request portal.
How do I create a return if I checked out as a guest?
Click here and fill out your order information to process your return. After creating the return request, if you selected to use our shipping label, you will receive your return shipping label and packing list via email. If you selected to use your own shipping method, you will receive your packing list via email. You can also print the label and packing slip from the returns portal. All returns should be processed through our return request portal.
Do you offer exchanges?
At this time, we do not offer direct exchanges. If you would like to exchange something for a different size, color or style, please return the original item(s) for a full refund or online store credit and place a new order. If you need assistance placing a new order, contact us at 1-800-691-9101 between 9AM - 5PM EST, Monday - Friday, excluding holidays. If you return your item(s) for online store credit, you may use your online store credit on a future order. Personalized items cannot be returned. See our return policy for more information. All returns should be processed through our return request portal.
What's the status of my return?
Returns are processed within 7 business days of being received at our warehouse. If it’s been longer than 7 days (confirm by checking your return shipment tracking), please contact us. Your refund or store credit will be issued as a credit memo. You'll receive an email once your credit memo is issued. Kindly note that once the refund is processed, it could take up to 10 business days for the refund to post on your credit or debit card. If your refund is not reflected on your credit or debit card within 10 business days, please contact your bank.
What's "Credit Memo"?
All returns are issued in the form of a credit memo. This simply means it was returned. Please read the memo carefully as it will state if a refund or credit was issued. If credit was selected, the code for the online store credit will be emailed to you separately. Please enter this code in the gift card field at checkout for use on a future order.
What's your return policy?
We reserve the right to refuse a return. Merchandise that appears to be worn and/or washed and not in its original/salable condition may result in a delayed refund or may not qualify for a refund. Items that do not qualify for returns will not be returned to you. Returns cannot be accepted after 30 days of order date. If you have questions about whether your item qualifies for a return, please email us at firstname.lastname@example.org or call us at 1-800-691-9101 between 9AM - 5PM EST, Monday - Friday, excluding holidays.
What do I do if I received something damaged?
If you received a damaged item from eberjey.com, please email email@example.com with photos of the item and the damage, a description, and your original order information. Please report any issues to us within 7 business days of receipt.
If you purchased a damaged Eberjey item through one of our Eberjey boutiques, please contact that store directly for a refund or exchange. You can find our store contact information here.
If you purchased a damaged Eberjey item through another retailer, please contact that retailer for a refund or exchange.
How do I return a gift?
We are happy to allow you to make gift returns if an original order can be located. If you have the order number, billing last name, and billing zip code or email, please use this form. Need help? Email firstname.lastname@example.org and we will gladly help you process a return.
Can I return my item(s) at an Eberjey boutique?
You may return online orders to any of our Eberjey boutiques. You can find the addresses of our stores here.
Are there any items that are final sale?
All items (except opened panties, beauty products, and monogrammed items) that follow existing return guidelines are eligible for return. For more details about return eligibility, please consult the full policy here.
How do I return an international order?
We do not provide shipping labels for international returns Please reach out to email@example.com to initiate a return. Our returns policy is stated below. A refund will be issued only for item(s) at the retail value paid once the package is delivered back to our distribution center. All shipping costs, duties and taxes, processing and handling fees are nonrefundable.
In the event of manufacturing defect, please email us at firstname.lastname@example.org within 7 days of receiving your order.
Can I change or cancel my order?
Our warehouse processes orders quickly, so we can't edit orders once they are placed. If your order hasn't shipped and you would like to cancel your order, please give us a call at 1-800-691-9101 as soon as possible. We’ll do the best that we can to help you cancel your order, however, once your order ships we cannot cancel it at that time.
An item was dropped from my order. Why did this happen?
We do our best to ship your exact order, however if we are unable to complete your order due to stock availability, you will be notified as soon as possible. You will not be charged for unfulfilled merchandise.
Placing an item in your shopping cart does not ensure its availability when you are ready to complete your purchase, and all orders are subject to product availability.
Do you have a personal shopping service?
Yes, we do. Just call our Customer Service line at 1-800-691-9101 and ask to speak with a personal shopper, who will make recommendations, provide you with product information, and answer any questions you may have. Please have your bust, waist, and hip measurements so we may be able to help you as efficiently as possible.
Do you offer price matching?
We will honor price matching for authorized online Eberjey retailers with active links to the product in the same color, size, and style at the time of purchase.
To request a price match, please email us at email@example.com or call us at 1-800-691-9101. Our policy requires the following information in order to verify a price match:
Price match must be on merchandise of identical style, color, and size advertised as in stock on the authorized retailer's website. Merchandise cannot be final sale on the retailer’s website. This cannot be combined with other sales or promotions.
The retailer's discount must be visible on their website.
Do you offer gift wrapping or messages?
At this time, we do not offer gift wrapping. If you would like to add a gift message, the option is available before checkout on the cart edit screen. If you did not add a gift message and would like to add one to an order, give us a call at 1-800-691-9101, and we will do our best to add it to your order if it has not already shipped. All of our shipments include a packing list, without prices, that can be used as a gift receipt.
We offer gift packaged options seasonally. Those options will be available on individual product pages as applicable.
Do you offer special holiday packaging?
Some of our winter holiday collections come pre-packaged in boxed or ribboned gifting options. These are of limited quantity, and will be available on individual product pages as applicable. Unfortunately, at this time, if your item does not have a pre-packaged ribboned or boxed option available on the product page, we cannot add ribbons or boxes to that product. We do not sell additional packaging at this time. Please return packaged items with all the original packaging.
What is the difference between an online and in-store gift card?
If you received a physical gift card purchased in one of our stores and would like to use it online, please email us at firstname.lastname@example.org, and include the code number, so that we can issue you an online code.
If you have an online gift card code and would like to redeem it in one of our Eberjey boutiques, a store associate will be able to help you in store. See a complete list of our boutiques here.
How can I purchase a gift card?
If you would like to purchase a gift card for online use, you may purchase one here. If you would like a gift card for use in one of our Eberjey boutiques, you may purchase one in one of our stores. Our store locator can be found here.
How do I check my gift card balance?
For inquiries about gift card balances, please email us at email@example.com with the gift card number.
Bridal & Special Events
Do you offer bridal discounts?
We happily offer a 15% discount on group orders of 6 to 9 units of the same item; please kindly note this discount can only be applied towards a single order of full-price items.
We also happily offer a 20% discount on bulk orders of 10 units or more of the same item; please kindly note this discount can only be applied towards a single order of full-price items.
Please call us at 1-800-691-9101 or email firstname.lastname@example.org for more information.
Can you help me find an outfit for my special event?
We would love to help with gifting, bridal orders, or other special events. Please call us at 1-800-691-9101, or email email@example.com for more information.
How do I share my photos with Eberjey?
Share your bridal moments with us by tagging @eberjey and using #eberjeybride on Instagram. To be featured in our bridal spotlights, please send your ceremony details, photographer’s name, and high-resolution getting ready photos to firstname.lastname@example.org. By sending us your photos, you are granting us permission to use the photos on our website, email, and social media platforms.
How do I care for my items?
To extend the life of your Eberjey items and prevent damage, we recommend you hand wash in cool water and dry flat. Do not hang your garments to dry, as knit products are susceptible to stretching. Machine washing and drying is not recommended. Also, please note that chemicals from harsh cleansers can contribute to the damage of fine lingerie, regardless of whether they are hand washed. We are not responsible for damage that occurs when the recommended care instructions are not followed.
Why should I create an account?
You can shop at eberjey.com without creating an account. However, by creating an account, you can enjoy the following benefits:
• Store credit card information for easier and faster checkout.
• Maintain an address book.
• Create and share wish lists of products you love.
• Review your order history and tracking information.
• Easily update billing and shipping details.
With an account, not only will shopping be easier, but your entire experience with us will become customized over time.
What if I forgot my password?
Please click here to reset your password.
Do you offer monogramming?
During these unprecedented times, we have paused our monogramming services temporarily. In order to protect the safety and wellbeing of our team and customers, we have scaled down the number of employees at our Distribution Center.
If you would like to be notified when monogramming is available again, please e-mail email@example.com to be added to the wait list.
How do I attend your Sample Sale?
The date of our sample sales change every year. Please subscribe to our email list or any of our social media platforms: Instagram: @eberjey
Facebook: Eberjey Intimates
Can I return an item purchased at your Sample Sale?
Please note all sample sale items are sold as is, and cannot be returned or exchanged.