Diane’s Lingerie is committed to providing you with a secure, enjoyable online shopping experience. And to helping you find your right fit, whether you choose to purchase online or visit us in person. We also realize that sometimes it is necessary to change an order, or refund and exchange an item for a variety of reasons and will make every reasonable effort to accommodate such requests from our customers.

Change or Cancel an Order

Diane’s Lingerie works hard to ensure that online orders are shipped as quickly as possible, therefore it is difficult to change or cancel an order once placed. Should this become necessary please contact the store directly for assistance.

Returns and Exchanges

We will refund or exchange returns of eligible products received within 30 days of the ship date. 

In order to be eligible for refund or exchange, garments must be returned in their original condition, unwashed and unworn and in their original packaging with all tags attached. For health and safety reasons, we regret that we are unable to accept the return of intimate garments (panties, thongs etc) nor of any set including these items, if the item is deemed to have been tried on or worn. If these items are returned, they will be sent back to you at your expense.

All sale merchandise is final sale and no returns will be accepted.

Please note that shipping charges and gift wrap charges are not refundable.

Return Instructions

If it is necessary to return or exchange a garment, please contact the store by phone (604-738-5121) or email to arrange your return or exchange. Once the return has been arranged, you may return the item either in person at our store or by mail.

Return by mail:

Please return the garment(s) in its original packaging, including the original invoice to:

Attention: Online Store Manager
Diane’s Lingerie 
2950 Granville Street 
Vancouver, BC V6H 3J7

Return an item in the store:

Simply bring the item(s) you wish to return to our store at 2950 Granville Street, Vancouver, BC. Please make sure to have your original invoice on hand to facilitate your transaction. We cannot refund or exchange items without a copy of the original invoice. 

Receiving A Refund

Once we receive the return and determine that it complies with our Terms & Conditions, we will promptly refund you the cost of the merchandise, plus any applicable taxes. Your refund will be credited only to the method (s) of payment used to make the purchase (Including gift purchases). We ask that you kindly allow two billing cycles for your refund to appear on your credit card statement. 

NOTE: You are responsible for all shipping and handling costs, as well as duties and/or taxes for International orders.