Shipping & Refund Policy


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Following are the terms and conditions that constitute our Shipping and Refund Policy.


Delivery Time:

  • 14-25 business days

Preparation for delivery (quality checks, packing, paperwork, etc.) takes 1-4 business days and is NOT included in the overall "shipping time".

The E-Packet Delivery System allows you to track your order from the moment when it is shipped till the moment when it arrives at the destination. 

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active as soon as the product is shipped.

If you accidentally choose the wrong product you can make changes within 24 hours after the payment has been processed. Otherwise, we will proceed with the order processing.

Before choosing your product please read the size charts carefully and do not choose sizes based on your habits. 

We are liable for the post-delivery after it arrives at the destination country. Every order has its tracking number and the customer can contact the local shipping company with the tracking number as a reference.

If your package does not successfully deliver and is sent back, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if an address is invalid or missing information and the carrier is unable to deliver your package.

Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. 

WaterlooMademoiselle does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

Note: Delivery times can increase due to unexpected delays caused by holidays, bad weather or other factors.

Return Policy

Items must be sent back within 30 days of the delivery date. Original package and lable should be included in order to claim the refund.

Items must be free of stains, makeup, deodorant, or wear.

Please do not send the package back to the manufacturer (Note: Please email for assistance).

Mademoiselle Intimates does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

Damaged, defective, or incorrect items must be reported within 2 days of delivery.  (Note: If such items are not reported within the given time frame, no refund can be granted).

Refund Policy

A full refund will be granted if a package is lost in transition (if the customer does not arrange a reshipment).

A full refund will be granted if a package will not arrive within 60 days from the time of the shipping.

Products that are damaged from the manufacture can be refunded or reshipped. 
In order to report a claim, all the packages must be kept, otherwise, the claim will not be valid. Products that are damaged on purpose are not valid for refunds.

Orders that are not delivered due to address insufficiency or mistakes are not subject to refunds. If the parcel is being returned to sender, free reshipping of the product is possible.

Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

Sale items are not subject to refunds, unless they are damaged.

Please save all packaging materials and damaged goods before asking us to fill a claim.

Customs, Duties and Taxes

Mademoiselle Intimates is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).