Help
Returns & exchanges
You have 60 days from delivery to change your mind. We have tried to write this the way we would explain it to a friend — the rules for intimates are stricter than for other clothing, and it is fairer to be clear about that up front than to bury it.
The policy in one paragraph
Return any unworn item within 60 days of delivery, with tags attached and the hygiene liner still in place, and we refund the full item price to your original payment method. Email care@sualta.com with your order number to start. That is the whole thing.
What we can accept
We can take it back if
- It is within 60 days of the delivery date
- It has only been tried on over your own underwear
- The hygiene liner is still attached and intact
- Tags are still attached and the item is unwashed
- It is free of makeup, deodorant, fragrance and pet hair
We cannot take it back if
- The hygiene liner has been removed
- The item has been worn beyond trying it on, or washed
- Tags have been cut off
- It is outside the 60-day window
Why the hygiene rules exist
Shapewear sits against the skin. Once the protective liner comes off, an item cannot be inspected, resold, or sent to another customer in good conscience — so it cannot come back to us. Every brand in this category works this way, and the ones that pretend otherwise are simply quiet about what they do with the returns.
The practical version: try things on the way you would in a fitting room. Keep your underwear on, keep the liner in place, and check the fit in front of a mirror before you cut anything off. If the size is wrong, you are fully covered.
Step by step
How to start a return
- 01
Email us
Send your order number, the item you are returning, and one line on why to care@sualta.com. The reason genuinely helps us fix our sizing guidance — it is not a hoop to jump through.
- 02
We reply with instructions
You will hear back the same or next business day with a return address and a reference number to include in the parcel. Do not send anything back before you have that reference.
- 03
Send it back
Repack the item with the liner and tags attached. We recommend a tracked service — until the parcel reaches us it is still your property, and tracking is what protects you if it goes astray.
- 04
Refund
We inspect the item on arrival and process the refund within two business days. Your bank then takes its own time to post it.
Refund timing and shipping costs
Refunds are issued to the original payment method within two business days of the item arriving with us. Most banks post the credit within five to seven business days after that, though a few take a full statement cycle.
The item price is refunded in full. Any shipping you originally paid is not refunded, and return postage is your cost — unless the item arrived faulty or we sent the wrong thing, in which case we cover the return entirely and you should tell us straight away.
Exchanges
We do not run a separate exchange process, because it is slower for you. The fastest route to the right size is to place a new order immediately and return the original — that way the replacement is already in transit while your return is on its way to us.
Tell us you are doing this when you email, and we will keep the two linked so nothing gets lost between them.
If you used a multi-buy discount
The 15% and 25% discounts are calculated on the number of items in the order. If you return one item from a set of two or three, the discount on the items you keep is recalculated at the rate that actually applies to them, and the refund is adjusted to match.
Nothing is clawed back beyond that, and we will always show you the arithmetic before the refund is processed.
Faulty or incorrect items
If something arrives damaged, or it is not what you ordered, email care@sualta.com with your order number and a photograph. We will send a replacement or a full refund including all shipping costs, and we will not ask you to pay to send the wrong item back.
Still need a hand?
A real person reads every message.
Write to us at care@sualta.com and we will get back to you within 24 hours, Monday through Friday. No bots, no ticket numbers you never hear from again.