Refund policy

Last updated: October 2026

We want you to be happy with your purchase. Because lingerie is a personal item, some special rules apply for hygiene reasons. Please read this page before you order.

What can be returned or exchanged

You can ask for a return or exchange within 7 days of receiving your order if:

  • You received the wrong item, size or colour
  • The item is damaged or has a defect
  • You want to exchange for a different size, and the item is unworn and unwashed with all tags and hygiene stickers still on it

What cannot be returned or exchanged

  • Items that have been worn, washed or used
  • Items with the tags or hygiene seal removed
  • Items without the original packaging
  • Items bought on sale or with a discount code, unless they are damaged, defective or wrong

We cannot take back worn or opened lingerie. This is to keep every customer safe and hygienic.

How to ask for a return or exchange

  1. Contact us within 7 days of delivery at sales@sovabyher.com or on +92 342 8200420.
  2. Share your order number, your name and the reason for the return.
  3. If the item is damaged, defective or wrong, please send clear photos or a short video of the item and the parcel.
  4. Our team will review your request and reply with the next steps.

Please do not send any item back before we approve your request. Parcels sent without approval may not be accepted.

Return shipping

If the return is because of our mistake (wrong, damaged or defective item), we will cover the return shipping. For size exchanges or other reasons, the customer pays the shipping cost.

Refunds

When we receive your returned item and check it, we will tell you if your refund is approved. Approved refunds are usually completed within 5 to 7 working days.

  • Online payments: refunded to the same payment method you used.
  • Cash on delivery orders: refunded by bank transfer or mobile wallet. We will ask you for the details.

Original shipping charges are not refunded, unless the return is because of our mistake.

Exchanges

If you want a different size or colour, we will send it when the original item reaches us and passes our check, and when the new item is in stock. If it is not in stock, we can offer a refund instead.

Cancelling an order

You can cancel your order before it is shipped. Please contact us as soon as possible. Once the order has been shipped, we cannot cancel it, but you may still be able to return it under the rules above.

Contact us

If you are not sure about anything, we are happy to help. Email sales@sovabyher.com or call +92 342 8200420.