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Customer Care

We currently only accept payment via PayPal account.

All payments are processed in New Zealand Dollars (NZD).

You can browse in any of our currencies available, though final payment will be processed in New Zealand Dollars (NZD).

Our currencies are updated frequently to accurately reflect the exchange rate, though a slight variation of 2-5% may occur due to fluctuation.

Once you have placed your order it will be charged to your PayPal account in NZD, any refunds associated with this order will be placed against this PayPal account.

If for any reason the item/s you have purchased are unavailable we will notify you and issue you with an immediate refund or exchange.

If you have any questions please get in touch via Live Chat below or email shop@lonelylabel.com, we’d be happy to hear from you!

Lonely ships to most locations Worldwide, if you are unable to select your country please get in touch with us via Live Chat or email shop@lonelylabel.com.

Order processing takes 1-3 working days, prior to dispatch.
During sale periods, processing time can increase up to 5 working days, we thank you for your patience.
Please note, we are unable to ship to P.O. Boxes.

Shipping costs and transit times

Once your order has processed it will be handed over to one of our Courier services for delivery. At this point you will receive tracking via email, which you can also monitor in your Lonelylabel.com account.
Please see transit times and costs below:

National Shipping from $5 NZD
2 – 3 working days

Australia from $10 NZD
3 – 4 working days

United States and Canada from $20 NZD
4 – 5 working days

United Kingdom from $20 NZD
4 – 5 working days

Rest of world from $20 NZD
4 – 5 working days approximately

Import tax and border charges

Incurring import tax/border charges, can happen with any international online purchase.
These charges are determined by your destination, and the contents and value of the consignment. You may be required to pay these prior to receiving your order, or they may be charged to you at a later date.
Charges of this nature are the responsibility of the receiver. Lonely will not be liable for these under any circumstances. If the charges of a held shipment are refused the shipment will be abandoned.

Important information

We are unable to change a shipping address once passed on to dispatch.
Order processing and dispatch takes place during business hours only.
All orders are processed and dispatched from our Lonely Warehouse in Auckland, New Zealand.
Lonely is not responsible, nor in control of shipment/transit delays once the item is in the hands of the courier. Customs clearance and weather delays are the most common, and can affect the transit time outlined above.
If a consignment is undeliverable at destination due to refusal to pay import tax, incorrect address, multiple failed attempts, or otherwise, the consignment will be abandoned at destination.
In the event of a redirection due to situations aforementioned, any additional shipping fees will be charged to the receiver.
We endeavor to ship items out as quickly as possible however there may be some delays around sale times and public holidays, we thank you for your patience and understanding.

Size Guides

Lonely lingerie is designed to compliment your natural shape.
If you are unsure about your size please see our size chart below or get in touch with us through Live Chat or email - we will endevour to reply within 24 hours.
For best results when measuring, ensure the tape measure is close to your body without being too firm.
 

Lonely Bra Cup Size

30A/8A 30B/8B 30C/8C 30D/8D 30DD/8DD 30E/8E  
Note: Bust (measurement taken around fullest part of bust)
CM 75.5-78.5 78-81 80.5-83.5 83-86 85.5-88.5 88-91
INCHES 29 3/4'-30 15/16" 30 11/16"-31 7/8" 31 11/16"-31 7/8" 32 11/16"-33 7/8" 33 11/16"-34 13/16" 34 5/8"-35 13/16
32A/10A 32B/10B 32C/10C 32D/10D 32DD/10DD 32E/10E 32F/10F
CM 81.5-84.5 84-87 86.5-89.5 89-92 91.5-94.5 94-97 96.5-99.5
INCHES 32 1/16"-33 1/4" 33 1/16"-34 1/4" 34 1/16"-35 1/4" 35 1/16"-36 1/4" 36"-37 3/16" 37"-38 3/16" 38"-39 3/16"
34A/12A 34B/12B 34C/12C 34D/12D 34DD/12DD 34E/12E
CM 87.5-90.5 90-93 92.5-95.5 95-98 97.5-100.5 100-103
INCHES 34 7/16"-35 5/8" 35 7/16"-36 5/8" 36 7/16"-37 5/8" 37 3/8"-38 9/16" 38 3/8"-39 9/16" 39 3/8"-40 9/16"
36A/14A 36B/14B 36C/14C 36D/14D 36DD/14DD
CM 93.5-96.5 96-99 98.5-101.5 101-104 103.5-106.5
INCHES 36 3/16"-38" 37 3/16"-39" 38 3/4"-39 15/16" 39 3/4"-40 15/16" 40 3/4"-41 15/16"

Lonely Bra Band Size

8A - 8E 10A - 10F 12A - 12E 14A - 14DD
Underbust (measurement taken under bust)
CM 67 to 74 73 to 80 79 to 86 85 to 92
INCHES 26 38" to 29 1/8" 28 3/4" to 31 1/2" 31 1/8" to 33 7/8" 33 7/16" to 36 1/4"

Brief & Swim Size

XS S M L XL
Bust (measurement taken around fullest part of bust)
CM 79 to 86 85 to 92 91 to 98 97 to 104 103 to 110
INCHES 31 1/8" to 33 7/8" 33 7/16" to 36 1/4" 35 13/16" to 38 9/16" 38 3/16" to 40 15/16" 40 9/16" to 43 5/16"
Underbust (measurement taken directly under bust)
CM 67 to 74 73 to 80 79 to 86 85 to 92 91 to 98
INCHES 26 3/8" to 29 1/8" 28 3/4" to 31 1/2" 31 1/8" to 33 7/8" 33 7/16" to 36 1/4" 35 13/16" to 38 9/16"
Natural waist (measurement taken around smallest part of waist)
CM 59 to 66 65 to 72 71 to 78 77 to 84 83 to 90
INCHES 23 1/4" to 26" 25 9/16" to 28 3/8" 27 15/16" to 30 11/16" 30 5/16" to 33 1/16" 32 11/16" to 35 7/16"
Hip (measurement taken around fullest part of hip/bottom)
CM 87 to 94 93 to 100 99 to 106 105 to 112 111 to 118
INCHES 34 1/4" to 37" 36 5/8" to 39 3/8" 39" to 41 3/4" 41 5/6" to 44 1/6" 43 11/16" to 46 7/16"

International Sizing

NZ 6 8 10 12 14
UK 6 8 10 12 14
US 2 4 6 8 10
France 34 36 38 40 42
Japan 5 7 9 11 13
Denmark 32 34 36 38 40
Australia 6 8 10 12 14

Please note, no exchanges or returns are available for items purchased on sale, or at a discounted price, these sales are final.

We endeavour to process all exchanges and faulty items upon arrival, during busy times this can take up to a maximum of 10 working days.

How to return an item:

  1. Within 48 hours of receiving your item please notify us of your intent to return on shop@lonelylabel.com.
  2. A returns form has been filled out and returned with your garment(s). This is included in your order.
  3. Item(s) are sent back to Lonely at the customers cost using a traceable shipping method.
  4. All items are assessed at lonelylabel.com to ensure our returns standards are met prior to sending out an exchange and or issuing a refund.

Exchanges & Returns

We only accept back garments purchased through lonelylabel.com.
We accept exchanges on size only based on availability at the time of receiving your return.
We do offer refunds for change of mind, however our returns process above must be followed or packages will be returned to sender.
Approval must be gained by our Customer Care at shop@lonelylabel.com within 48 hours of receiving your order.
We are unable to accept any exchanges that have been worn or returned in a soiled condition.
We reserve the right to refuse a return if the merchandise does not reach our standards.
All return shipping costs are the responsibility of the customer unless the item is deemed as faulty.

Faulty Garments

We accept back only faulty garments purchased through lonelylabel.com.
Any garments purchased through our Lonely stores must be returned to the original store of purchase.
Any garments purchased from another stockist must be returned to that stockist.
If you have received an item that you believe to be faulty please contact our Customer Care within 48 hours of the item arriving shop@lonelylabel.com
If you have an item that becomes faulty over time please contact our Customer Care within 48 hours of noticing the fault shop@lonelylabel.com
We are unable to accept a return outside of 12 months from the purchase date.
All faulty items are assessed here at Lonely prior to a repair, exchange or refund being issued.
We reserve the right to repair or replace the garment in question in the first instance.
Please note, we do no accept, exchange or refund items for general wear and tear or mis-use, our Production Team will assess each return individually.
We strongly urge you to follow carefully all washing and care instructions.

Important Information

Return postage and tracking is the responsibility of the customer, we strongly suggest a traceable shipping method when returning items to lonelylabel.com.
We are unable to accept any exchanges or faulty item returns on soiled or unclean garments for hygienic purposes, we strongly recommend trying items over underwear until you have decided to keep your order.
For ease of processing no returns or exchanges will be accepted if our Customer Care have not been notified, we reserve the right to return to sender any packages that have not gained approval prior.
Shipping charges will only be refunded if an item is deemed faulty and has been assessed by lonelylabel.com
We are unable to refund any duties or taxes, we recommend that you contact your local customs office if you wish to claim back taxes and duties on returned orders.

If you have any questions or queries or require any further clarification please contact us on:
shop@lonelylabel.com

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Caring for your Lonely correctly is important to ensure longevity and lasting quality.
Please follow the below care instructions carefully and attentively.
Always take note of the care label in your Lonely item.

For Lingerie

Hand wash in cool water only. Please note, this does not include a delicate or hand wash machine cycle.
Wash light and dark colours separately.
Use gentle detergent, liquid is best.
Avoid rubbing and wringing.
Do not soak.
Lay flat to dry in shade only, do not tumble dry.

For Swimwear

Always rinse your Lonely Swim in clean drinking water after wear.
Squeeze water out gently, do not wring or twist.
Hand wash in cool water only. Please note, this does not include a delicate or hand wash machine cycle.
Wash light and dark colours sperately.
Use Gentle detergent, liquid is best.
Avoid rubbing and wringing.
Lay flat to dry in shade only, do not tumble dry.

Lounge and Clothing

Thoroughly follow specific care instructions on the inside label of the garment. Take note of any extra information on swing tags.

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