Returns & Refund

We want you to feel confident shopping with PINARLORA. Please review our return and refund policy below before submitting a return request.

30-Day Return Window

Eligible items may be returned within 30 days of delivery.

To qualify for a return, your item must meet all of the eligibility requirements outlined below. Return requests submitted more than 30 days after delivery may not be accepted.

Hygiene & Return Eligibility

Because underwear and other intimate apparel are personal-wear products, we take hygiene seriously.

You may open the outer shipping package to inspect your order. However, the individual product packaging must remain sealed, unopened, and in its original condition to be eligible for return or exchange.
Once the individual packaging of an intimate item has been opened, we’re unable to accept that item for return or exchange for hygiene reasons.

What Can Be Returned?

To be eligible for a standard return, the item must:

Be returned within 30 days of delivery
Have its individual product packaging unopened and intact
Be unworn, unwashed, and unused
Be free from stains, odors, damage, or alterations
Include all original tags, labels, packaging, and accessories
Have been purchased directly from PINARLORA.com
Include a valid order number or other proof of purchase

Items that do not meet these requirements may not be accepted for return.

Non-Returnable Items

The following items cannot be returned or exchanged:

Intimate apparel with opened individual product packaging
Worn, washed, used, stained, damaged, or altered items
Items without their original packaging or tags
Items marked Final Sale
Customized or personalized products
Gift cards
Free gifts or promotional items
Products purchased from another retailer, marketplace, or distributor

Defective, damaged, or incorrect items are handled separately as described below.

Return Shipping & Restocking Fee

For standard returns, customers are responsible for all return shipping costs.

A $3 restocking fee will be deducted from your refund once the returned item has been received, inspected, and approved.
We recommend using a trackable shipping service. PINARLORA is not responsible for return packages that are lost or not delivered to our return facility.
Return shipping costs are non-refundable.
The $3 restocking fee and customer-paid return shipping do not apply when a return is required because we sent a defective, damaged, or incorrect item.

How to Start a Return

Please contact us before sending any item back. Email us at: services@pinarlora.com

Please include:

Your order number
The item you would like to return
The reason for the return

Once your return request has been reviewed and approved, our customer service team will provide you with the correct return address and return instructions.

Please do not send your return to the address shown on the original shipping package unless our customer service team specifically instructs you to do so.

Returns sent without prior authorization may not be accepted or processed.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us at services@pinarlora.com as soon as possible.

Please include:

Your order number
A description of the issue
Clear photos or videos showing the problem

After reviewing the issue, we’ll work with you on an appropriate resolution, which may include a replacement, refund, partial refund, or another suitable solution.

You will not be charged a restocking fee or required to pay return shipping when the issue is confirmed to be caused by an incorrect, defective, or damaged item supplied by us.

Exchanges

For hygiene reasons, exchanges are subject to the same eligibility requirements as returns.

The individual product packaging must remain sealed and unopened, and the item must otherwise meet all return eligibility requirements.

To request an exchange, please contact us at services@pinarlora.com before sending anything back.

Customers are responsible for return shipping costs associated with standard exchanges.

If the individual product packaging has already been opened, we cannot accept the item for exchange unless it arrived defective, damaged, or incorrect.

Refunds

Once your return arrives, we will inspect it to confirm that it meets our return requirements.

Approved refunds are typically processed within 5 business days after the returned item has been inspected.

Your refund will be issued to your original payment method, less the applicable $3 restocking fee.

After the refund has been issued, your bank, credit card company, or payment provider may require additional time to post the funds to your account.

Original Shipping Charges

Original shipping charges, if any, are non-refundable for standard returns.

If your order qualified for free shipping, no original shipping charge will be deducted from your refund.

This does not apply to confirmed defective, damaged, or incorrect orders.

International Returns

International customers may request an eligible return within 30 days of delivery, subject to the same hygiene and return eligibility requirements described above.

Customers outside the United States are responsible for arranging and paying for:

Return shipping
Customs duties
Import or export taxes
Brokerage fees
Other return-related charges

We recommend using a trackable shipping method for international returns.

PINARLORA is not responsible for return packages that are lost, delayed, or not delivered to our return facility.

Promotional & Discounted Items

Unless an item is specifically marked Final Sale, purchasing an item during a promotion or with a discount code does not automatically make it ineligible for return.

Eligible promotional items must still meet all standard return requirements, including the unopened individual packaging requirement for intimate apparel.

Items explicitly marked Final Sale cannot be returned or exchanged unless they arrive defective, damaged, or incorrect.

Unauthorized Returns

Please do not send products back without contacting us first.

Returns sent to an unauthorized address or without prior approval may be delayed, rejected, or returned to the sender.

Always contact our customer service team first so we can provide the correct return instructions and return address.

Questions About Your Return?

If you have questions about a return, refund, or exchange, please contact us at: services@pinarlora.com

Please include your order number so we can assist you more quickly.