FAQs
Find answers to some of our most popular questions below. If you don't see yours in the list, email us at info@coliecolingerie.com and we'll get back to you super quick!
Size and fit
How can I be sure the items I'm ordering are going to fit?
If you've already checked out our size and measuring guide and you're still unsure which size might be best for you, contact us and we can provide you with advice on sizing and fit.
Do you offer custom sizing?
Yes. If you're between sizes, don't see your size in our standard size guide, or have other specific requirements for shape or fit, you can contact us about a custom order. We offer custom sizing across the entire ColieCo range.
Check out our Custom orders page for further details.
Check out our Custom orders page for further details.
Can you help with other customisation requests?
Yes. We're able to help customers with a wide range of requirements, both aesthetic and functional.
We are always pleased to work with customers with physical disabilities, impairments or health conditions who experience difficulties finding lingerie, underwear or swimwear that fits well, is comfortable and otherwise meets their particular requirements.
Check out our Custom orders page for further details.
We are always pleased to work with customers with physical disabilities, impairments or health conditions who experience difficulties finding lingerie, underwear or swimwear that fits well, is comfortable and otherwise meets their particular requirements.
Check out our Custom orders page for further details.
Payment
What are my payment options?
At checkout, you can choose to make payment by:
• Shop Pay (Visa, Mastercard, Amex, Maestro and more)
• Apple Pay
• Google Pay
• PayPal Express Checkout (credit card, debit card or PayPal transfer).
We also offer some localised payment options in some countries.
All payments are encrypted and secure, and ColieCo doesn't keep any of your payment details on record.
• Shop Pay (Visa, Mastercard, Amex, Maestro and more)
• Apple Pay
• Google Pay
• PayPal Express Checkout (credit card, debit card or PayPal transfer).
We also offer some localised payment options in some countries.
All payments are encrypted and secure, and ColieCo doesn't keep any of your payment details on record.
Production and shipping
What happens when I place my order?
We get right to work! Your new lingerie or swimwear is ethically handmade - just for you! - by the ColieCo team, and is ready to ship in 1-2 weeks.
We'll send you an order confirmation notification when your order is received, and an order dispatch confirmation, including the tracking number for your package, when your order is shipped.
We'll send you an order confirmation notification when your order is received, and an order dispatch confirmation, including the tracking number for your package, when your order is shipped.
How long does shipping take?
All orders are shipped by carbon neutral priority airmail with international tracking. Orders ship from Portugal and items are wrapped gift-ready with custom gift messaging available.
Portugal - usually 1 to 2 business days
Europe - usually 3 to 5 business days
Rest of the World - usually 5 to 7 business days
Although the service we use is incredibly reliable and consistent, please be aware that very occasionally, shipping delays can occur. For this reason, we strongly advise ordering as early as possible before special occasions, particularly at busier times of the year, in order to avoid any potential disappointment.
Portugal - usually 1 to 2 business days
Europe - usually 3 to 5 business days
Rest of the World - usually 5 to 7 business days
Although the service we use is incredibly reliable and consistent, please be aware that very occasionally, shipping delays can occur. For this reason, we strongly advise ordering as early as possible before special occasions, particularly at busier times of the year, in order to avoid any potential disappointment.
How much does shipping cost?
We ship all orders worldwide for free!
Where is my order?
If we've shipped your order already (and if you placed your order more than two weeks ago, it'll have been shipped!), we'll have sent you a dispatch confirmation notification including tracking details for your package.
If you can't find your dispatch confirmation notification, just let us know and we'll resend it to you.
If you can't find your dispatch confirmation notification, just let us know and we'll resend it to you.
Taxes and customs
Will I have to pay taxes or customs fees when my package arrives in my country of residence?
Where applicable, ColieCo includes VAT/GST and local sales taxes when you place your order. This includes applicable taxes for customers in the EU, UK, US, Canada, Australia and New Zealand.
Local tax rules may mean that some customers have to pay import taxes and/or customs fees when packages arrive in their country of residence, and we advise customers to acquaint themselves with local e-commerce tax rules. ColieCo is not responsible for any import tax or customs fees charged.
Local tax rules may mean that some customers have to pay import taxes and/or customs fees when packages arrive in their country of residence, and we advise customers to acquaint themselves with local e-commerce tax rules. ColieCo is not responsible for any import tax or customs fees charged.
Will my package be delayed in customs?
99% of the time, no. We do all we can to try to help your package sail through customs, and they usually do just about everywhere in the world. However, we cannot be responsible for any delays which may occur.
Returns
Can I return items?
If you are unsatisfied with an item, it can be returned for exchange provided you contact us within 14 days of delivery and ship the item back within 21 days of delivery. Exceptions apply for intimate items, including panties.
See our Returns policy for further details.
See our Returns policy for further details.
My item isn't quite right for me. Can you alter it for me?
Yes! We offer a free alteration service. Check out our Returns page for further details.
Repairs
I've damaged one of my items through wear. What can I do?
If you aren't able to repair the garment yourself, you can contact us to see if we can help. Check out our Returns page for further details.
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