Returns & refunds
You have 30 days from the day the parcel arrives to change your mind. Below is exactly how it works — no small print.
The 30-day window
If the garment does not suit you, write to us within 30 days of delivery and we will arrange the return.
Customers in the European Union and the United Kingdom also have the statutory 14-day right of withdrawal, which runs alongside our longer policy — you may use whichever is more favourable to you.
Condition of the item
PIBA is intimate apparel, so returns are accepted only if the garment is unworn, unwashed, free of marks and perfume, and comes back with its packaging and hygiene seal intact.
Once the hygiene seal is removed, the item can no longer be returned for reasons of health and hygiene — this is the exception allowed under EU consumer law and standard practice for lingerie. Trying the garment on over your own underwear does not count as wearing it.
How to start a return
Write to chernyaevanataliya@icloud.com with your order number and a short note about what went wrong. We reply within one business day with the return address and instructions.
Please do not send anything back before we confirm the address — parcels sent to the wrong place can be lost.
Who pays for the return
If you simply changed your mind, the return postage is yours to cover.
If the item arrived damaged, faulty or not what you ordered, we pay for the return and for sending a replacement. Send us a photo and we will sort it out — you will not be out of pocket.
When you get your money
We refund within 14 days of receiving the returned item, to the same card or account you paid from. Banks usually show the money within another 3–5 business days.
The refund covers the full price you paid, including the original delivery.
Orders placed on Amazon
If you bought through Amazon, the return goes through your Amazon orders page under Amazon's own policy and timeframes — we cannot process those returns from here. Anything unclear, write to us anyway and we will help.