Vera Kiss Customer Care
Shipping & Returns
We want your Vera Kiss shopping experience to feel clear, private, and supported. Please review our shipping, tracking, returns, and hygiene guidelines before placing an order.
Last updated: June 25, 2026
Before You Order
Because lingerie is a personal and intimate product category, we recommend checking the product page carefully before checkout. Please review the size guide, garment measurements, fit notes, support level, coverage level, fabric, and care information where available.
If you are unsure about your size, email us before ordering at service@verakiss.com . We'll do our best to help you choose a comfortable, flattering fit.
Order Processing
After your order is placed, we begin reviewing and preparing it for fulfillment. Processing time may vary depending on product availability, order volume, payment review, fulfillment location, holidays, and other operational factors.
Once your order ships, you will receive a shipping confirmation email with tracking information when tracking is available.
Order Confirmation
You should receive an order confirmation email after checkout. Please check your spam or promotions folder if you do not see it.
Fulfillment
Orders may be prepared by our warehouse or fulfillment partners. Processing times may vary by item and destination.
Shipping Confirmation
When tracking is available, you will receive a tracking number by email after shipment.
U.S. Domestic Shipping
We work to ship all orders within 1-2 business days. During busy periods and promotional events, processing may take 4-5 business days.
| Shipping Option | Price |
|---|---|
| Free Standard Shipping on Orders $49+ | FREE |
| Standard Shipping (5-10 Business Days) | $15 |
Delivery Time
We work to ship all orders within 1-2 business days. During busy periods and promotional events, processing may take 4-5 business days.
Standard shipping typically takes 5-10 business days after your order has shipped.
Please note that processing time and shipping time are separate. Delivery may occasionally be delayed by carrier performance, holidays, weather, or other factors outside our direct control.
Tracking Your Order
After your order ships, tracking information may take time to appear in the carrier system. It is normal for tracking to show no update for 24-72 hours after you receive a shipping confirmation.
International packages may also pause while they are in customs, transferring between carriers, or waiting for the next scan.
Track Your Vera Kiss Order
Use the tracking number from your shipping confirmation email.
Track My OrderAddress Changes & Order Changes
If you entered the wrong shipping address or need to request an order change, please contact us as soon as possible at service@verakiss.com .
We cannot guarantee address changes, cancellations, or order edits once an order has entered processing, fulfillment, or shipment.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, brokerage fees, or other local charges. These charges are determined by your local customs authority or carrier and may vary by destination.
Unless clearly stated otherwise at checkout, customers are responsible for any applicable import duties, taxes, or fees required by their country or region.
Delayed, Lost, or Delivered-but-Not-Found Packages
If your package is delayed, marked delivered but not found, or appears to be lost, please contact us with your order number and tracking number.
| Situation | What to Do |
|---|---|
| Tracking has not updated | Please allow 24-72 hours after shipment for tracking to appear. If there is still no update after several days, contact us. |
| Package says delivered but is missing | Check your mailbox, front door, parcel locker, reception desk, building office, neighbors, or local carrier first. Then contact us if you still cannot locate it. |
| Package appears damaged | Take clear photos of the outer package, shipping label, item packaging, and product condition, then email us with your order number. |
Return Eligibility
Because Vera Kiss sells lingerie and intimate apparel, return eligibility depends on the product type, item condition, hygiene requirements, and our review of the request.
To be considered for a return, eligible items must generally be unused, unworn, unwashed, unaltered, free of stains, odors, hair, deodorant marks, makeup marks, or damage, and returned with original packaging, tags, hygiene liners, and accessories where applicable.
| Item Type | Return Review | Notes |
|---|---|---|
| Bras, bralettes, robes, sleepwear, babydolls, chemises | May be eligible if unused, unworn, unwashed, and in original condition. | Original packaging, tags, and accessories should be included. |
| Panties, thongs, hosiery, opened intimate bottoms, adhesive or hygiene-sensitive items | May be restricted or final sale for hygiene reasons. | Please check the product page and contact us before returning. |
| Sale, clearance, final sale, gift cards, customized, or special-order items | May be non-returnable unless required by applicable law. | Final sale status may be shown on the product page, cart, checkout, or promotion terms. |
Return eligibility is reviewed case by case. Please do not send items back without contacting us first.
How to Start a Return Request
To request a return review, email us before sending any item back.
- Email service@verakiss.com with your order number and checkout email.
- Tell us which item you want to return and the reason for the request.
- Include clear photos if the item is wrong, defective, damaged, or not as expected.
- Wait for our instructions before sending anything back.
Items returned without prior contact or without following our return instructions may not be accepted or processed correctly.
Refunds
If your return is approved and received in acceptable condition, we will process the refund according to the payment method and return instructions provided.
Refund processing time may vary depending on your payment provider, bank, card issuer, or payment method. Shipping fees, return shipping costs, duties, taxes, or other non-product charges may not be refundable unless required by applicable law or unless we confirm otherwise.
Exchanges
Exchange availability depends on item condition, product type, hygiene rules, stock availability, destination, and order status. In some cases, the fastest option may be to place a new order for the preferred size or style after contacting customer support.
If you need help choosing a replacement size, please contact our fit support team before placing a new order.
Size & Fit Returns
We understand that lingerie sizing can be personal and sometimes difficult to choose online. To reduce fit issues, please review product measurements, recommended body measurements, fit notes, support level, coverage level, and stretch information before ordering.
If you are between sizes or unsure which style will work best for your body, please contact us before checkout. We'll do our best to help you choose more confidently.
Shipping & Returns FAQ
Do I need to contact you before returning an item?
Yes. Please email us before sending anything back. Items returned without prior contact may not be accepted or processed correctly.
Can intimate items be returned?
Some intimate items may be restricted or final sale for hygiene reasons. Eligibility depends on item type, item condition, packaging, product page terms, and our review of the return request.
Who pays for return shipping?
Return shipping responsibility may vary depending on the reason for the return, item condition, destination, and our review of the request. We will provide instructions after reviewing your return request.
What if my item arrived damaged or wrong?
Email us with your order number and clear photos of the item, packaging, shipping label, and issue. We will review the case and help with the next steps.
Why has my tracking stopped updating?
Tracking may pause while the package is in customs, transferring between carriers, or waiting for the next scan. If tracking has not updated for several days, contact us with your order number and tracking number.
Helpful Links
Need Help With Shipping or Returns?
Email us with your order number, tracking number, product name, and a short description of your question.
Contact Customer Support