ethically made. sustainable. fun.

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.
How can I place a custom order?
If you're between sizes or don't see your size in our size guide, you can also ask us about a custom order. Check out our Custom orders page for further details.

Payment

What are my payment options?
At checkout, you can choose to make payment by Visa, Mastercard, Amex or Apple Pay through Stripe, or by credit card, debit card or PayPal through PayPal Express Checkout (no PayPal account required).

All payments are encrypted and secure, and we don'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 in our in-house studio, and is ready to ship in 1-2 weeks.
How long does shipping take?
All orders are shipped by 100% carbon offset priority, express airmail with international tracking. Orders ship from Portugal and are packaged gift-ready with custom gift messaging available.

Europe - usually 3 to 5 business days
Rest of the World - usually 5 to 7 business days
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 email including tracking details for your package.

If you can't find your dispatch confirmation email, 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.
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 do occur.

Returns

Can I return items for refund or exchange?
We accept returns for refund or exchange in most circumstances. 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.
Still have questions? Check out our Contact us page!

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