Incanto
Exchange and return

Exchange and return

You have 14 days from the day you receive your order to return or exchange most items. Some intimate items can't be returned for hygiene reasons. Below are the conditions, the list of items we do and don't take back, and the step-by-step process.

Returns and exchanges are possible within 14 days from the day you receive the parcel.
We take bras and swimwear back with a 10% processing fee deducted from the refund.
Panties, hosiery, sets and other intimate lingerie of proper quality aren't returnable.
For manufacturing defects or items shipped by mistake, we cover shipping both ways and no fee is deducted.
Before sending anything back, please wait for the manager to confirm.

How long do I have to return an item?

The 14 days are counted from the day you receive your parcel, not the day it was shipped. You need to contact us within that window. After 14 days, returns and exchanges of items in proper condition can't be arranged.

Return and exchange conditions

For an item to be accepted back, it has to meet all of these at once:

Unworn and unused. No signs of wear, no stains, no creases on cup forms, no marks from clasps or straps.
No foreign smells. No perfume, deodorant, lotion, smoke or any other scent.
Tags and labels in place. Original tags must be intact. If a tag has been cut, removed or damaged, the item isn't accepted.
Original packaging. The item is returned in its original undamaged packaging.

If the original packaging is damaged, whether we can accept the return or exchange is decided case by case after we inspect the item. In some cases the piece loses its presentation quality and can't be taken back. So please unpack carefully.

We'll help you pick the right size before you order. If you're not sure about the fit or size, message a manager via Viber, Telegram, WhatsApp or email — we'll help you sort out the cut and the model. Before ordering, it's worth checking your current measurements against the brand's size chart, which is on every product page. Getting the size right up front almost always saves time and money on returns.

What can't be returned?

We don't accept these items back for hygiene reasons, even if the tags are intact and the item looks unworn. The exception is a manufacturing defect or a mis-shipment (when the wrong item arrives):

Panties in all cuts: bikini, Brazilian, thongs, briefs, shorts, hipsters, midi, maxi, cotton, seamless and shaping.
Shapewear: tummy control panties and shorts and similar shaping pieces.
Bodysuits, bodystockings and corsets: anything that sits against the intimate area.
Erotic lingerie and crotchless items.
Sets and bundles that include panties: the whole set isn't returnable, even if only the bra was tried on.
Hosiery: tights, stockings, socks. These can only be returned in the sealed, unopened package.
Adhesive items: silicone and adhesive bras, nipple covers.

Panties, corset goods and hosiery are on the list of proper-quality items that can't be exchanged, under Ukrainian consumer law (Cabinet of Ministers Resolution No. 172 of 19 March 1994). The rest of the restrictions are the store's hygiene policy.

What do we take back?

Bras and swimwear aren't required to be returnable under the law, but we make the exception and accept them in perfect condition: no trial marks, no smells, no stains, with intact tags and in the original packaging. A 10% processing fee is deducted from the refund.

We take loungewear, pajamas, robes, nightgowns and other knitwear back with no fee, as long as they meet the general conditions above. For a specific item, it's best to check with a manager before arranging the return.

What about defects or mis-shipments?

If the item arrived with a manufacturing defect or you received the wrong product, the hygiene restrictions don't apply and the 10% fee isn't deducted. Email within 14 days, include your order number and a photo of the problem. We'll replace the item or refund the full amount, and we cover shipping both ways.

How to arrange a return or exchange

The process is simple:

Contact us within 14 days at . Include your order number and the reason. Wait for the manager's reply before sending anything back.
Pack the item carefully in its full set, with the tags and original packaging, inside a protective outer wrap so it doesn't get damaged in transit.
Ship it to the address the manager provides. Don't send it to a different address, or the parcel may not arrive.
Send us the tracking number of the shipment by email or messenger.
For an exchange, place a new order on the site and add "exchange order" in the comments. If the new total is higher, we'll send you the difference to pay; if it's lower, we'll refund the difference or, if you prefer, credit it to your account for future orders.

We send out exchanges within 14 days of receiving your parcel.

When and how do refunds work?

We refund within 3 days of receiving and inspecting the parcel: to your bank card or by another method we agree on. If you'd rather, we can credit the amount to your personal account in the store for future orders. For regular returns and exchanges, shipping is paid by the customer unless otherwise agreed with the manager.

Still have questions?

For anything about exchanges, returns or order status, email or message us via Viber, Telegram or WhatsApp. A manager will help you pick the right size so a return isn't needed in the first place.

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