Returns & Exchange Policy

These Return and Exchange Policy, and additional Terms and Conditions and Policies available on this website, are only available in English!

Returns and Refunds
Even though we produce your orders specifically for you according to our made-to-order model, you still might want to return your purchase. These things can happen to anyone, we totally understand that. Please never, ever hesitate to get in touch if you have any questions about our sizes or styles. A returned item can either be exchanged or refunded. If an item can be exchanged is solely based on our current fabric and trim availability. Please contact us at help@qntl.se if you wish to make a return.

All returns must be made within 20 days of receiving your order. Products should be unworn, unwashed, clean and with the original labels attached to ensure a full refund or exchange. We understand you need to try on your items to know if they fit, but please keep in mind that if there are any remnants of makeup, lotion, deodorant and/or perfume on them, we cannot accept the return. We also ask that you wear another pair of knickers underneath when you try on our knickers, to avoid any form of stains or marks from wearing. You must bear the cost of returning the items yourself, and you are responsible for ensuring the items are properly packed. We recommend that you use the original packaging for the return and that you can track the parcel, as we do not replace lost returns. Do not send returns as cash on delivery. Please return the items to the following address:

Quaintrelle Of Sweden AB
Gotlandsgatan 46
116 65 Stockholm
Sweden 

When your return has reached our office, we will review your case within 7 days. If we find any signs of wear or stains as described above, we reserve the right to decline the refund due to the delicate nature of how lingerie is worn. If the item is in pristine condition, we will process your refund with the same method you used to pay. Credit card refunds usually take 3-5 business days to appear on your statement. Please note that the refund will be made for the product cost including VAT, minus the original shipping costs.

Finally, just a little reminder. Returns are a growing environmental problem so please let’s work together to minimise them. Use our size guide to find your perfect size. And if you have questions regarding size, fit or anything else, just reach out to our customer service at help@qntl.se. They love to help and will happily answer any question you might have.

Exchange
Purchased items are only exchangeable with the same style, in a different size or trim option for that style. If you wish to exchange for a different style, we kindly ask you to return the item for a refund and place a separate order for the new style.

When your return has reached our warehouse, we will review your exchange request within 7 days. Depending on our fabric and trim availability, we reserve the right to change your exchange request to a refund. We will of course notify you via email on what is possible. Furthermore, you are liable for the condition of the items according to the Returns and Refund subsection above. If we find any signs of wear, we reserve the right to decline the exchange, and will subsequently also decline a refund, due to the delicate nature of how lingerie is worn.

If the exchange is possible, and the returned item is in pristine condition, normal production and delivery times will apply since we will have to make a new garment for you. We will bear the cost to ship the exchanged item back to you.

Cancellation of an order
Once an order has been successfully placed, QNTL cannot guarantee that it is possible to cancel your order. Please contact our customer service immediately and we will let you know if a cancellation is possible. If not, once you receive your unwanted order, please return this back to us in accordance with the Returns and Refund subsection above for a refund. 

Return to sender parcels
Parcels that are returned to our office due to undeliverable address, a refusal to pick up or simply refusing to accept your parcel when delivered may be subject to additional costs. You must contact us if you wish to have the parcel re-delivered, and you will have to pay for the shipping a second time. If you refuse the cost of re-delivery, your order will be refunded minus a 25% restocking fee to cover shipping and admin costs. Any parcels that are returned to sender and go unclaimed will be forfeited after 2 months.

Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. 
 
To exercise the right of withdrawal, you must inform us by email to help@qntl.se. In your communication, you must clearly state that you wish to exercise your right of withdrawal. You cannot withdraw by simply refusing to accept your parcel when delivered. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you exercise your right of withdrawal, you must send over the products to us without undue delay and no later than 7 days after the date on which you have informed us that you are exercising your right of withdrawal. You must bear the cost of returning the items yourself, and you are responsible for ensuring the items are properly packed. We recommend that you use the original packaging for the return. Please return the items to the following address:

Quaintrelle Of Sweden AB
Gotlandsgatan 46
116 65 Stockholm
Sweden

The refund will be made without undue delay and no later than 14 days from the date on which we received your notification that you are exercising your right of withdrawal. We will process your refund with the same method you used to pay. However, we reserve the right to withhold the refund amount until we have received the goods back. Furthermore, you are liable for the condition of the items according to the Returns and Refund subsection above. If we find any signs of wear, we reserve the right to decline the refund due to the delicate nature of how lingerie is worn.

Is there a problem with your item?
All our lingerie is hand made in our studio in Stockholm, by a trained experience seamstress, and we check all items before shipping them to you. However, if despite all the precautions taken by our team, your item presents a defect, please contact us at help@qntl.se as soon as possible before sending the item back.

In the event of a defect, we will arrange a return slip for you to use. Please use the original packaging for the return. In the first instance, we will try to repair the item. If this is not possible, we will replace the item for a new one without additional cost to you.