Last updated: August 2, 2026

At SATINVIXEN, we are committed to providing you with high-quality bodysuits, lingerie, and hosiery. Because our products are intimate apparel, your health and safety are our highest priority. This policy outlines our procedures for order cancellations, refunds, and handling any issues that may arise with your purchase.

1. ORDER CANCELLATIONS

1.1 Cancellations Before Shipment
You may cancel your order for a full refund at any time before it has been shipped. To request a cancellation, please contact us immediately at satinvixensupport@gmail.com using the same email address you used to place the order. We will confirm the shipping status and process your cancellation promptly.

1.2 Cancellations After Shipment
Once your order has been shipped, it cannot be cancelled or refunded. This is because our products are intimate apparel, and we cannot accept returns for hygiene and safety reasons. If you refuse delivery or the package is returned to us after shipment, you will be responsible for the original shipping costs, and a refund will not be issued.

Important: Please do not file a bank chargeback to cancel or refund your order. Chargebacks take up to 90 days to process and will pause all customer support. Contacting us directly usually resolves the issue within 48 hours (excluding holidays).

2. RETURNS AND EXCHANGES

2.1 No Returns or Exchanges for Change of Mind
Due to the intimate nature of our products (bodysuits, lingerie, hosiery), we do not accept returns or exchanges for change of mind, wrong size selection, or any other reason not related to a product defect. This policy is in place to ensure the health and safety of all our customers.

2.2 Quality Issues (Defective or Damaged Products)
We stand behind the quality of our products. In the unlikely event that you receive a defective or damaged item, please contact us immediately.

  • Resolution: For verified quality issues, we will arrange to send you a replacement for the defective item at no additional cost.
  • Timeframe: You must report any quality issue within 7 days of receiving your order.
  • Process: To file a claim, please contact us at satinvixensupport@gmail.com with:
    • Your order number.
    • Clear photos or videos showing the defect or damage.
    • A brief description of the problem.

2.3 Incorrect Item Received
If you receive an item that is different from what you ordered, please contact us within 7 days of receipt. We will arrange to send you the correct item or issue a full refund, including any return shipping costs if applicable.

3. REFUND PROCESSING

3.1 Refunds for Approved Claims
If a refund is approved under this policy (for example, for a cancelled order before shipment or an incorrect item received), we will process the refund to your original payment method within 10-15 business days after the cancellation is confirmed or the issue is verified.

3.2 Refund Timing
Please note that it may take additional time for your bank or credit card company to reflect the refund in your account. If you have not received your refund after 15 business days, please contact your bank or payment provider first, then reach out to us if the issue persists.

4. SHIPPING AND ORDER TRACKING

4.1 Processing and Delivery Times

  • Orders are typically processed within 1-3 business days.
  • For European orders, estimated delivery is 8-15 business days.
  • For international orders, estimated delivery is 10-30 business days.

4.2 Order Tracking
Once your order ships, we will send you a shipping confirmation email with a tracking number. You can track your package using the link provided.

4.3 Shipping Inquiries
If you have any questions about your shipment’s status, please contact us at satinvixensupport@gmail.com. We will respond within 24 hours and assist you in following up with the shipping carrier.

5. IMPORTANT NOTES AND CUSTOMER RESPONSIBILITY

  1. Customs, Duties, and Taxes: For international orders, you may be subject to import duties, taxes, and customs clearance fees. These charges are not included in our shipping fees and are the sole responsibility of the customer.
  2. Carrier Delays: We are not responsible for delays caused by the shipping carrier due to high volume, weather, or other operational issues. We will, however, assist you in tracking your package.
  3. Lost or Stolen Packages: We are not responsible for packages that are lost or stolen after they have been marked as “delivered” by the carrier.
  4. Incorrect Addresses: Please ensure your shipping address is complete and accurate. We are not responsible for orders shipped to an incorrect address provided by the customer. Additional shipping fees may apply to re-ship orders that are returned to us due to an incorrect address.

6. CONTACT US

If you have any questions, concerns, or need assistance with your order, please contact our dedicated customer support team:

Email: satinvixensupport@gmail.com