Questions fréquemment posées (FAQ)

Shipping

• What shipping methods do you offer?

  Kindly note that there may be short delays in shipping and delivering your order during peak holiday shopping season and ongoing industry supply chain challenges.

   

  Below are the shipping options for the U.S and Canada. We process and ship all orders Monday through Friday (excluding holidays). Kindly note that FedEx Express and FedEx Overnight shipping cutoff time is 12pm EST for all U.S orders. Any order placed after this time will be shipped the next business day. Delivery to Alaska, Hawaii, and Puerto Rico may take up to two weeks to deliver based on factors outside our control...

   

• Where do you ship?

  Kindly note that there may be short delays in shipping and delivering your order due to peak holiday shopping season and industry supply chain challenges.

   

  Pepper currently ships within the U.S. and Canada only. Please note that outbound shipping on all orders is non-refundable. For more information on our shipping methods please go here.

   

  What about shipping to other countries?

  We currently only ship within the U.S and Canada, but we hope to expand to other countries soon!

   

  You might want to consider using a parcel forwarding service to get your Pepper bras shipped to you. Please kindly note that if you use this option that we are unable to provide a free return label.

   

Order Issues

• Why hasn't my tracking status updated?

  Kindly note that there may be short delays in shipping and delivering your order due to peak holiday shopping season and industry supply chain challenges.

   

  A shipping confirmation with the tracking number is sent to your email as soon as your order's label is printed. This means that your order has been picked up by our shipping carrier and your tracking number will update as soon as the shipping carrier scans your order in.

   

  Tracking status updates usually happen within 48 hours but if it hasn't, don't worry — your order is on its way and tracking will update shortly. This doesn't mean your order is lost and it's common for an order to remain in pre-shipment for multiple days.

   

  If your tracking hasn't updated for over 10 business days, and you are concerned there may be a delay or error we'd recommend contacting the shipping carrier with your tracking number to start a claim and reach out to us with your order number to let us know.

• My tracking shows delivered, but I never received it. What can I do?

  In some cases, the shipping carrier may mark a package as "Delivered" a few days in advance when it's still out for delivery.

   

  If you haven' received your package after it has been marked delivered, follow these steps:

   

  • Double-check your shipping address on your order confirmation to ensure that it was shipped to the correct address.
  • Check your mailbox or anywhere else you receive mail. The shipping carrier may have left the package somewhere discreet to prevent it from being stolen.
  • Check with your neighbors, family, or roommate(s). They might have accepted the package for you.
  • Check for a notice of attempted delivery on your tracking link. This will have more information on the next steps you should take to receive your package.
  • Give it a little more time. Some shipping carriers will scan items as delivered prior to arrival. We suggest waiting 7 business days to account for this. Thanks for your patience!

   

  If it has already been past 7 business days and your package is still missing, p

Updating Your Order

Return Policy & FAQs

• What is the return policy for international orders?

  Canada returns

  We gladly accept returns on all bras within 30 days of receiving your order as long as they are unworn, undamaged, with all original tags attached. Please note the original shipping charge is non-refundable and all non-bra items are final sale.

   

  We do not accept exchanges on Canadian orders and ask you to return the order for a refund and place a new order on our website. Pepper is not responsible for any items returned that are not Pepper products.

   

  Scroll down to learn more on how to return and the return process.

   

  I want to start my return

  To start your return process, please go to our Return Portal.

  1. Enter your order number and shipping zip code.
  2. Select the product you wish to return.
  3. Select the reason for the return.
  4. Repeat steps 2 and 3 for each item you wish to return.
  5. Review and verify your selections and submit your return.
  6. Print the return shipping label and affix it to the original packaging and drop it off at your nearest carrier location.

   

  Will I get charged for return shipping?

  International return shipping & handling is US $15 and it is deducted from your refund.

   

  Can I exchange my bra?

  We do not accept exchanges on Canadian orders and ask you return the order for a refund and place a new order on our website.

   

  Are duties and taxes refundable on returned orders?

  Unfortunately, any duties/taxes you pay are non-refundable at this time.

   

  When will my return be processed?

  Your refund will be processed once your return arrives and is processed at our warehouse. Please note that all bras must be unworn, undamaged, with original tags attached to receive a refund. Once approved you'll receive an email notification of the refund. From there it can take your card company up to a full billing cycle to have this reflected on your statement. The refund will be processed to the original method of payment, excluding original shipping charges and return handling fee.

   

  Final sale

  Please note that bras marked as Final Sale are not eligible for a return or exchange. All non-bra items are final sale and non-refundable:

   

  How do I send my items back?

  If you need to make a return, please use the original packaging it arrived in. If you are unable to, please use a box which helps protect the delicate features of our bras.

   

  We ask that you refrain from combining returns from multiple orders into a single package. If you placed multiple orders or received two separate return shipping labels, please send back the items in separate boxes.

   

  Please note that the shipping labels you are provided when you create your returns have been formulated based on the weight of the items you're returning. Using one label for items from multiple orders will likely result in additional postage payment due to the differences in the calculated weight.

   

  What if I closed my card/bank for my refund?

  Currently, we can only issue a refund back to the original payment method used at the time of purchase. This means that we cannot issue a refund to a new account or card.

   

  If you have a new credit card, but the original account remains active, the refund will process back to your account. If the account has been completely closed, we ask you reach out to your bank first and email us for further assistance.

   

  What if I can't print my return label?

  We are currently unable to snail mail return labels for Canadian orders.

   

  Returning a faulty or incorrect item?

  If you've received an item which isn't quite right please email us as soon as possible.

   

  For quicker assistance, please share a description of the faulty item along with a picture of the issue and inner black tag that has the PO number.

   

  If you received an incorrect item just let us know and we'll get this sorted as soon as possible!

   

  Original condition

  Hygiene and our customers' safety is important to us. Of course, it's fine to try an item on like you would in a store, but please don't actually wear it. If an item is returned to us damaged, worn, or without the original tags attached, we won't be able to give you a refund.

   

• What is your return & exchange policy?

  If you are returning an order from Canada please read our return policy here.

   

  We offer free and easy returns & exchanges to help you find your perfect fit on all U.S orders. You can return or exchange bras that are unworn, undamaged, with all original tags attached within 30 days of delivery. Please note the original shipping charge is non-refundable and all non-bra items are final sale. Pepper is not responsible for any items returned that are not Pepper products.

   

  Scroll down to learn more on how to return and the return process.

   

  I want to exchange

  To exchange for a different size, you can arrange an exchange here. Click through the return process and simply select a new size from the menu. If you do not see the size that you are looking for, it means its unavailable in that style and color at this time. Click through the return process and request a refund. You may be offered an option for store credit to purchase the item when it's back in stock. To get notified when it's back in stock just sign up for the notification on the product page on our website by selecting the size/color.

   

  To exchange for a different style or color, click through the return process and request a refund. Click "Shop Now" to purchase something new on the site.

   

  If you need to exchange your order a second time, click here to set up a free return for a refund so you can place a new order on our website for that new size or style.

   

  Need help determining your exchange size? If it was too tight or too big, refer to this handy chart to determine what size to try next. For more support, email us (Tip: a quick pic from the neck down of how your current size fits or what size you usually wear is the most helpful for a size recommendation!)

   

  Can I exchange my order more than once?

  We're currently offer one complimentary exchange per order on all items. If you need to exchange your order a second time, click here to set up a free return for a refund so you can place a new order on our website for that new size or style.

   

  I want a refund

  We get it, sometimes a size just doesn't work for you. If you're eligible to return your bra, you can arrange a return here.

   

  If you return an item within 30-days of the item being delivered to you, we'll give you a full refund to the original payment method. If you return an item within 31-45 days of the item being delivered to you, we'll give you 50% store credit for the item. All bra must be unworn, undamaged, with original tags attached for a refund or to qualify for store credit after the return window has expired. We are unable to accept returns after it is past 45 days of the item being delivered to you.

   

  Your refund will be processed once returns arrive and are processed at our warehouse. From there it can take your card company up to a full billing cycle to have this reflected on your statement.

   

  Note: if you used a discount on your order, your return will reflect the price paid rather than the value of the item. Discounts used on an order will not be refunded.

   

  Final sale

  Please note that bras marked as Final Sale are not eligible for a return or exchange. The following non-bra items are Final Sale and non-refundable:

   

  • E-gift cards
  • Laundry Bag
  • Scrunchies Set
  • Cotton Mask
  • Baggu Tote
  • Cozy Socks
  • Me Me Me Keychain
  • Underwear

   

  How do I send my items back?

  If you need to make an exchange or return, please use the original packaging it arrived in. If you are unable to, please use a box which helps protect the delicate features of our bras.

   

  We ask that you refrain from combining returns from multiple orders into a single package. If you received two separate return shipping labels, please send back the items in separate boxes.

   

  Please note that the shipping labels you are provided when you create your returns have been formulated based on the weight of the items you're returning. Using one label for items from multiple orders will likely result in additional postage payment due to the differences in the calculated weight.

   

  What if I closed my card/bank for my refund?

  Currently, we can only issue a refund back to the original payment method used at the time of purchase. This means that we cannot issue a refund to a new account or card.

   

  If you have a new credit card, but the original account remains active, the refund will process back to your account. If the account has been completely closed, we ask you reach out to your bank first and email us for further assistance.

   

  Returning a faulty or incorrect item?

  If you've received an item which isn't quite right please email us as soon as possible. If you received an incorrect item just let us know and we'll get this sorted as soon as possible!

   

  For quicker assistance, please share a description of the faulty item along with a picture of the issue and inner black tag that has the PO number.

   

  Original condition

  Hygiene and our customers' safety is important to us. Of course, it's fine to try an item on like you would in a store, but please don't actually wear it. If an item is returned to us damaged, worn, or without the original tags attached, we won't be able to give you a refund or an exchange.

• How do I make a return or exchange?

  If you are returning an order from Canada please read our return policy here.

   

  We gladly accept returns on exchanges on all bras within 30 days of receiving your order as long as they are unworn, undamaged, with all original tags attached. Please note the original shipping charge is non-refundable and all non-bra items are final sale. Pepper is not responsible for any items returned that are not Pepper products.

   

  Scroll down to learn more on how to return or exchange and the return process....

• When can I expect my refund?

  Your refund will be processed once your return arrives and is processed at our warehouse. Return processing usually takes 3-5 business days and once approved you'll receive an email notification of the refund.

   

  From there it can take your card company up to a full billing cycle to have this reflected on your statement. The refund will be processed to the original method of payment, excluding original shipping charges or return fees.

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