FAQ

Lace Thong Underwear

How do I let the seller know what name/phrase I want on my underwear?

After the item is added to the cart, on the checkout page there will be a box to enter the custom name/phrase that you would like embroidered or pressed onto your underwear.

What are the measurements for each size?

Sizing:
X-Small(waist:24”-25”, hip:34”-35.5”);
Small(waist:26”-27”, hip:36”-37.5”);
Medium(waist:28”-29”, hip:38”-39.5”);
Large(waist:30.5”-32”, hip:40”-41.5”);
X-Large(waist:33.5”-35”, hip:42-43.5”);
XX-Large(waist:36”-37.5”, hip:44”-45.5”)

What material are the underwear made of?

The custom lace thongs are made of 100% Cotton, and the threading used for the embroidery is 100% Polyester.

 

GENERAL

How long will it take to receive my thong?

Processing time takes 1-4 business days. This is the time spent to create and package your lingerie. Shipping time is dependent upon the USPS shipping method chosen. First class mail generally takes an additional 3-7 days. Priority mail generally takes an additional 2-4 days. In total, you will typically receive your package in 2-10 days from the day your order is placed.

I haven't received my package and it is showing as delivered. What now?

If you received a “Delivered” notice but the package is not in your mailbox, in your apartment office, or on the doorstep, here are some things to know, organized by courier: USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day. Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information. If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. 

It is important to note that once a package has been picked up by USPS and the tracking number associated has been updated as delivered, A. Hem has no responsibility for missing, lost, or stolen packages.

What is your return and exchange policy?

Because of the nature of the item, there is a no return or exchange policy. If there are any problems, issues, or concerns with your order, please contact us directly.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Refunds 

We will notify you once we’ve received and inspected your claim for a refund, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.