Customer Help

To claim your discount, simply enter the code WELCOME15 in the "Discount Code or Gift Card" field during the checkout process.

To ensure the code applies correctly, please note the following requirements:

• First Order Only: This offer is valid exclusively for your first online purchase with us.
• Registered Users: You must be logged into your account to use the code.
• If you haven't created an account yet, you can sign up here.
• Full Price Items Only: The discount applies to full-priced items only.
• It cannot be used for sale items, discounted items, clearance products, or other ongoing promotions.
• One Use Per Customer: This offer is limited to one use per registered customer.

To ensure a seamless shopping experience, we require all customers to verify their order details before completing a transaction.

Customers are responsible for reviewing and verifying all order details at checkout—including product selection, quantities, shipping fees, and applicable duties or taxes.

By finalizing the payment, the customer acknowledges they have fully reviewed the order summary and accepts responsibility for the total amount charged.

All orders will be processed & dispatched within 3 business days.

We take the utmost precautions to ensure the safety of your package.

Upon dispatching your order, we will send you a shipment notification email with the details of your tracking number.

If you do not receive a tracking email, please email us at customercare@sheerlingerie.com.

Any return or exchange request must be made within 21 days of delivery.

For all online orders, any non-sale item is eligible for a monetary return or exchange.

Only full-priced items will be eligible for monetary return to your original payment method.

For sale products (except final sale items), we accept exchanges or returns in the form of online store credit only.

Please note that items purchased with store credit cannot be returned or exchanged.

All final sale items, or items that are purchased as part of the final sale promotion, are not eligible for exchange or return.

Please note that shipping charges on your original order are not refundable, and all refunds will be processed to the original form of payment.

For orders within Hong Kong, we offer complimentary returns via SF express.

For orders outside of Hong Kong, we are happy to provide an easy returns process.

Email us and we'll send you a return label.

Returns within Asia: HK$100 processing fee.

Returns outside of Asia: HK$250 processing fee.

A flat rate will be deducted from your returns as a processing fee.

All sale items purchased online can only be returned for online store credit and will be processed online only, unless you bring the item to our boutique in person for an immediate exchange - then in which case we will process it in store for you.

If you choose to mail your return back to us, upon receiving your returned item, we will send you the store credit in the form an email within 5 working days.

Please contact customercare@sheerlingerie.com if you do not receive your store credit email.

Store credit can only be used at Sheer online and cannot be used at our boutique nor exchanged for cash.

All store credit from returned sale items is valid for 1 year from date of issue, and can only be used once for exchange.

*Please note that sale items purchased in our boutique are not eligible for return or refund.

1. Log into your Sheer account via our website and select the order you wish to return.
2. Click 'Request Return' and select the items you wish to return and click request.
3. You will receive a confirmation within 5 business days regarding your return request.
4. Once your return request is approved, you may send the item back to us.

If you are outside of Hong Kong, our team will respond to you via email to arrange your shipping label.

If you would like to exchange your item for a different size or colour, please email us at customercare@sheerlingerie.com for arrangements.

If you wish to exchange for a different style, please initiate a return for your original item and put in a new order instead.

*Please ensure that all items are returned in its original condition with all tags and protective liners still attached at the time of return.

For personal items, such as hosiery, underwear or adhesive products, the packaging must be unopened and intact.

Items cannot have been worn, altered, opened, or washed as well.

Once you confirm that your item is eligible for a refund or exchange, you can definitely bring it to our boutiques and arrange for a refund or exchange.

Our boutique staff will be happy to help you process the return.

Any refund for full-priced items of an online order will be provided to you in the same method of payment;

and in the form of online store credit for sale items.

Please provide up to 10 working days for the refund to appear in your account.

Import tax and duties may be applicable, depending on the destination country.

You are responsible for all import tax and duties. Please ensure that you check all the local rules and regulations prior to purchase.

If you refuse to pay for the duties & taxes, and as a result the shipment is returned to us, we will have to charge you for both the shipping and also return fee of the items.

The courier will contact you with further details for customs clearance.

Please note that customs clearance procedures may delay the delivery time.

All applicable duty and tax calculations are automatically generated based on the provided shipping address.

These amounts are stated clearly during the checkout process for your review before finalizing the order.

Customers are responsible for reviewing and verifying all duties & taxes details at checkout.

By finalizing the payment, the customer confirms they have fully reviewed the duties & taxes and agree to be responsible for all stated charges.

These charges are collected to ensure a smooth delivery process to your destination.

Yes, we do! We offer Digital Gift Card and Boutique Gift Card.

Gift cards are final sale and valid for 12 months from the date of purchase.

Yes we do! Gift wrap includes a open top box with a delicate tie ribbon, with a paper bag for easy carrying.

Any messages can be delivered too with our Sheer cards. Add HK$50 for our luxurious packaging at check out.

For all purchases made at our boutique, only exchanges or refund to store credit is permitted within 21 days for any non-sale item.

All items returned must be in its original condition and unopened packaging, and cannot have been worn, altered, opened, or washed.

Additionally, all tags and protective liners must still be attached.

Sale items cannot be returned or exchanged.

Please make sure all these criteria are met to be eligible for returns or exchange.

Traditional photography can be limiting in the range of sizes and shapes we can showcase.

By integrating AI-assisted imagery, we aim to:

• Showcase Diversity: We believe lingerie should be enjoyed by women of all shapes and sizes.
• Visualize Fit: Provide a better representation of how different bust sizes interact with our products.
• Empower Our Customers: Help you shop with confidence by seeing our lingerie on a variety of body types.

While we use AI to expand representation, our commitment to transparency is absolute:

• The Product is the Priority: AI is used to model the garment, never to alter the garment itself.
• Digital Accuracy: We do not use AI to modify color, fabric texture, or technical details.
• Realism Over Perfection: We do not use AI to create unattainable body proportions.

Technology should serve humanity. We use AI not to replace the human form, but to celebrate its infinite variety.