Frequently Asked Questions

Everything you need to know about SoftRevel

Orders & Shipping

How long does shipping take?

Allow 1–3 business days for order handling, followed by estimated transit of 7–12 business days for the UK, 8–14 business days for available EU destinations, or 8–15 business days for the US and Canada. Total delivery time is handling time plus transit time. Carrier, customs, and weather delays can affect delivery. See our Shipping Policy for details.

Do you offer free shipping?

Free standard shipping is available on eligible orders with a merchandise subtotal of US$79 or more after all product and order discounts have been applied. Shipping charges are not included in the qualifying subtotal. Eligibility is limited to the destinations listed in this policy. See our Shipping Policy for destinations and rates.

Are there any additional duties or import fees?

No. All orders to the US, UK, and EU are shipped DDP (Delivered Duty Paid), meaning all import VAT, customs tariffs, and local duties are pre-paid and included in the price at checkout. You will never be charged unexpected fees upon delivery.

How do I track my order?

Once your order is dispatched, you will receive an email with a tracking number. You can also track your order anytime via our Track Your Order page.

Can I change or cancel my order?

You may cancel your order for a full refund at any time before it is handed over to the shipping carrier. Email support@softrevel.com with your order number as soon as possible. Creating a shipping label does not, by itself, mean that your order has been dispatched.

Changes to items, sizes, or delivery details depend on availability and fulfilment status. We will confirm whether a requested change can be made.

Once the parcel has been handed over to the carrier, we cannot guarantee that it can be stopped or redirected. You may use our return procedure after delivery, subject to the applicable conditions. This does not affect your statutory cancellation rights.

Returns & Exchanges

What is your return policy?

Request an eligible return or size exchange within 14 calendar days of delivery. Change-of-mind items must be unworn, unwashed, and in original condition, with original tags and packaging. If supplied with a hygiene seal, it must remain intact. Statutory rights for faulty or misdescribed goods are unaffected. See our Return & Exchange Policy for the return process, deadlines, and fees.

What if my item is damaged or incorrect?

Email support@softrevel.com with your order number and photographs where reasonably available. We will help arrange an appropriate refund or replacement and cover necessary return shipping costs. Your statutory rights are not limited to the ordinary 14-day change-of-mind window.

Can I exchange for a different size?

Yes. Contact us within 14 calendar days of delivery to request a size exchange for an eligible item. Exchanges depend on stock availability; customers pay return postage for size changes. Contact us for replacement delivery arrangements before proceeding. If your size is unavailable, you can return an eligible item for a refund. See our Return & Exchange Policy.

What is a hygiene seal?

A hygiene seal is a protective seal or sticker supplied with some intimate apparel. If your item arrived with one, keep it intact for a change-of-mind return or exchange. If it did not arrive with a seal, the absence of a seal does not by itself disqualify a return. Hygiene conditions do not remove statutory rights for faulty or misdescribed goods.

Sizing & Fit

How do I find my size?

Use the measurements in the size chart provided with the particular product. Compare your bust, waist, and hip measurements using the same units. Sizing varies by style; if you fall between sizes or a measurement is unclear, email support@softrevel.com with the product name before ordering.

Do your sizes run true to size?

Fit varies by style and cut. Please use the individual product measurements rather than assuming the same size across all styles. For help choosing a first order, contact support@softrevel.com. Eligible size exchanges can be requested within 14 calendar days of delivery.

Products & Quality

What materials do you use?

We use premium, high-quality materials including delicate lace, soft satin, breathable mesh, and comfortable stretch fabrics. Each product listing details the specific materials used.

How should I care for my lingerie?

We recommend hand washing your lingerie in cold water with a mild detergent and laying flat to dry. This helps preserve the delicate fabrics and extend the life of your pieces. See our Lingerie Care Guide for more tips.

Packaging & Privacy

Is the packaging discreet?

Yes. All orders arrive in plain, unbranded outer packaging with no indication of the contents. The shipping label contains only essential logistic information — no "lingerie" or "SoftRevel" branding on the outside.

Payment & Security

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods listed at checkout. All transactions are encrypted and secured with SSL technology.

Is my personal information secure?

Yes. We take data security seriously and use industry-standard encryption to protect your personal and payment information. See our Privacy Policy for details.

Contact

How can I reach customer support?

Email: support@softrevel.com
Support hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8), excluding public holidays.
We aim to respond within 1–2 business days.