Frequently Asked Questions

• How can I check the status of my order?
• How do I change my order?
• What is your Return & Exchange Policy?
• How to use a online promo code
• I can’t access my account, what should I do?
• Can I call in my order?
• How do I find sizing information?
• What is Prestige and how do I sign up?
• How do I use a Gift Card on an online order?
• How can I work for La Senza?
• Do you offer tax exemptions?
• How do I request a charitable donation from your company?

How can I check the status of my order?

• If you would like to review or change your order before it has shipped, contact our customer service department. You can also check the status of your order in your Account.

How do I change my order?

• In order to provide fast delivery, we ship all orders quickly after being placed. Therefore, we cannot change or cancel an order once it has entered the shipping process. If you had your order shipped to an incorrect address, it may be returned as undeliverable and you will need to place a new order.
• If your order has not entered the shipping process you can make changes such as: color and size of items, shipping address, shipping method and billing address.
• For security reasons, we cannot allow changes to the payment method or add new items to your order.
• If you have any other questions, our customer service is ready and willing to help. When calling within Canada and United States, call 1-888-LASENZA (1-888-527-3692); otherwise, call 416-622-2627. We are available Monday – Friday; 9 AM EST – 5 PM EST. You may also contact us by email.

What is your Return & Exchange Policy?

• If you are not completely satisfied with an item, you may return it and we will refund eligible purchases. (Please check the Terms & Conditions below to determine eligibility).
• We do not accept returns or exchanges for items purchased on the lasenza.co.uk website. Refer to the lasenza.co.uk website for full details.
• Return & Exchange Terms and Conditions
• Returns must be postmarked no later than 21 days after the order is placed.
• Original invoice must accompany returned item(s) in order for refund to be processed.
• Returned items must be in their original state and deemed to be unworn to be accepted for a refund.
• Non–Returnable Items
• Due to the intimate nature and hygienic standards of certain items, returns are not accepted on: panties, babydolls, bodysuits, hosiery, teddies and any lingerie set that includes a panty. If these items are returned, they will be returned at the sender’s expense.
• All Dreamshapers™, body wash, body mist, gift cards and Prestige cards are final sale.
• How To Return a Purchase

• Mail the completed Return Form (included with your shipment), your original invoice and the item(s) you wish to return.

  USA RETURNS:
  La Senza Corporation
  c/o Livingston — Trimex
  PO BOX 460
  Mooers, New York
  12958 USA
  

  For security reasons, please do not return merchandise in the La Senza Gift Box alone. Please send the gift box as well as the shipping box. The customer is responsible for all return shipping and handling costs, as well as duties and/or taxes for International orders.

• Returning Items You Didn't Order

• Please e-mail customer service if you receive extra items in a shipment, or items were delivered to you that you didn't order. In your email, tell us:

  The incorrect item(s)
  Your name
  Your mailing address
  The order number on the shipping label

How to use a online promo code

• Standard Promotions
• Standard Promotions will automatically be applied to your order. For example, promotional bra and panty prices are automatically calculated for you and will apply to your total.
• Special Promotions
• Special Promotions can be redeemed using a coupon code. This coupon code is usually sent to La Senza email subscribers.
• Other Special Promotions are via our marketing partners, and a coupon code is published along with the special offer.
• Every coupon valid on lasenza.com has a Discount Code. Enter this code at the Shopping cart page when you are checking out on lasenza.com to receive your discount.
• Only one coupon or discount (with the exception of the prestige loyalty card) of any type may be used at a time. Some coupons are exclusive to purchases at lasenza.com or at a La Senza store. Please check your coupon for details. La Senza coupons are not redeemable for cash, nor are they valid toward any previously purchased merchandise or the purchase of Gift Cards and Loyalty Cards unless specified on the coupon.

I can’t access my account, what should I do?

• Contact us! Our customer service is ready and willing to help. When calling within Canada and United States, call 1-888-LASENZA (1-888-527-3692); otherwise, call 416-622-2627. We are available Monday — Friday; 9 AM EST — 5 PM EST. You may also contact us by email.

Can I call in my order?

• You cannot call in your order, however if you require shopping assistance, our customer service is ready and willing to help. When calling within Canada and United States, call 1-888-LASENZA (1-888-527-3692); otherwise, call 416-622-2627. We are available Monday — Friday; 9 AM EST — 5 PM EST. You may also contact us by email.

How do I find sizing information?

• To ensure a perfect fit, use our Size Chart. Sizing information can also be found on specific product pages. Measure in inches to determine your size. In this section, our Bra Conversion Chart will also help you determine the best bra size.

What is Prestige and how do I sign up?

• The Prestige Loyalty program is a club for VIP La Senza shoppers.
• For $10, you will get 10% off purchases for an entire year, plus access to special sales and events.
• Purchase online at lasenza.com or in a La Senza store. The annual membership fee is $10 (before tax).
• How to use your Prestige Loyalty Card
• At checkout, enter your Prestige loyalty card number (found on the back of your card) in the Loyalty Card text box in the shopping cart. Click ’ok’ to see the discount in your subtotal. If you are a registered customer and you are logged in, your loyalty card number will appear automatically. Please make sure you have entered this information in your records. If not, you can do so in your Account.
• Coupon Offers with your Prestige Loyalty Card
• Members MUST enter the loyalty card number before redeeming their online coupon. In store, members must present their membership cards when redeeming each coupon, as well as the coupon itself. One coupon per purchase.

How do I use a Gift Card on an online order?

• Redeeming a Gift Card is easy! During checkout, enter your Gift Card number on the Payment Page. You will need to enter both the Gift Card number and the 4 digit PIN on the back of your Gift Card. If there is no PIN on the back of your Gift Card you will need to activate your card to obtain a PIN. When you click the "Redeem" button, you will get a confirmation message indicating that the Gift Card has been applied to your order.
• You may redeem a maximum of 3 Gift Cards per order. To enter more than one Gift Card, enter the first Gift Card number and the 4—digit PIN and click the "Redeem" button. You will see a confirmation message that your Gift Card has been applied to your order. Then enter your second Gift Card number and 4—digit PIN and click redeem. You will see a confirmation message that your second Gift Card has been applied.
• If your order total is greater than the card balance, you will need to make additional payment with another method of payment. If your purchase amount is less than the value of the Gift Card, you can apply the balance of your Gift Card towards your next purchase.
• Coupons, Prestige or other discounts will be applied to your order even when your payment is made with a Gift Card.

How can I work for La Senza?

• We would love for you to join our team! Take a look at our job opportunities.

Do you offer tax exemptions?

• Unfortunately we are unable to accept tax—exempt orders.

How do I request a charitable donation from your company?

• La Senza is a division of Limited Brands, Inc. and all requests for charitable product donations or charitable contributions are processed through our parent company. Please send your request in writing to the following address:
• Limited Brands, Inc.
  Attn: Community Relations
  3 Limited Parkway
  Columbus, OH 43230

For additional information, contact our Community Relations Department or visit our website.