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Refunds & Returns
If you are not happy with your purchase, you may return it within 30 days of the arrival date for a full refund.
- The product must be delivered in the same conditions in which it was delivered to the customer. It must not show signs of misuse, damage to the packaging or any other situation that reduces its value.
- To initiate your return, contact our Customer Support Team through the Contact Us form, within 30 days of receiving your purchase.
- You will be responsible for paying the shipping fee associated with sending your order back to our headquarters. Shipping costs are non-refundable.
- You may want to consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned product.
- Once we receive the product and verify that the product is in perfect condition, we will manage your refund, which will be made within a maximum period of 8 working days.
- Saphira Intimates reserves the right to refuse any replacement and refund if it does not meet the above refund criteria.
- If eligible, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
- If you still haven't received your refund, check your bank and statement again and contact your credit card company. It may take some time for your refund to be officially processed.
IMPORTANT: Please note, due to hygiene reasons, we cannot accept returns for lingerie sets, teddies and bodysuits, and some sexy toys.
Defective Products
If you received a damaged or defective item, we will replace it at no additional cost to you. You must communicate within 48 hours of receiving your product, using the Contact Us form. Our Customer Support Team will get back to you as soon as possible requesting photo and video proof to be sent. We can only offer replacements at no additional cost if you meet the following criteria:
• Damaged/broken or dirty upon arrival.
• Packages lost in transit. We will carry out the corresponding procedure with the carrier and send a new product to the customer at no additional cost, except when the customer provides an incorrect address.
Note: Saphira Intimates is not responsible for orders incorrectly forwarded or directed by the buyer. In any case, we will mobilize our administration to promptly correct the address as soon as we are notified of the news.
Please ensure all information provided is correct before submitting your order to avoid loss in the mail.
Customers are advised to carefully enter the correct addresses, otherwise the package will not be delivered.
If you have any questions, please contact our Customer Support Team using the Contact Us form.
Cancelations (If Applicable)
- If you would like to cancel your order, contact our Customer Support Team through the Contact Us form, within 6 hours of ordering.
- Each order remains in a processing state for 6 hours until it is transmitted to our operational facility for immediate fulfilment.
Wrong Address
- It is the responsibility of the buyer to make sure that they enter their shipping address correctly.
- Please contact our Customer Support Team through the Contact Us form within 6 hours of ordering if you believe you have provided us with an incorrect shipping address. We do our best to speed up our processing times, so there is always a small window to correct an incorrect shipping address.
Lost or Stolen Packages
- Saphira Intimates is not responsible for lost or stolen packages.
- If your tracking information states that your package was delivered to your address and you have not received it, please file a complaint to your respective shipping carrier.
- If you have any further questions on how to do this please reach out to our Customer Support Team through the Contact Us form.
Shipping Fees
- The buyer is responsible for paying any shipping fees related to international orders.
- Saphira Intimates is not responsible for paying customs, duties, taxes and currency exchange fees.
Saphira Intimates