Refund policy

ALL SALES ARE FINAL

All sales are final: no returns, refunds or store credit for change of mind or fit, except where the law gives you a right to cancel (for example, consumers in the EU, EEA and UK; see below). Panties can be swapped once for a different size within 7 days (see below). If an item arrives damaged, defective, not as described or wrong, you're always covered.

This covers everything we sell: full-price and sale items, made-to-order and ready-to-ship pieces, Kitty Club boxes and gift cards. Please check the size guide and product details before you order. Not sure about a size? Email us at info@catsnscribbles.com before you buy.

Orders delivered outside the US are sold by Global-e, our seller of record, under the Terms of Sale shown at checkout. We handle every request on this page for those orders, so contact us directly.

You're still covered if:

  • An item arrives damaged, defective, not as described or wrong. We'll make it right.
  • We can't ship your order on time. You can cancel for a full refund.
  • Your panties don't fit. Swap them for a different size within 7 days.
  • You're a consumer in the EU, EEA or UK. The law gives you 14 days to change your mind.

Damaged, defective, not as described or wrong items

Please check your order as soon as it arrives.

If an item arrives damaged, has a defect (for example a seam that comes apart or a broken clasp), isn't what you ordered (wrong item, size or color), or doesn't match its description (for example the fabric), email info@catsnscribbles.com within 7 days of delivery with:

  • your order number
  • a short note on what's wrong
  • photos of the item, plus the box or mailer if it was damaged in transit

What we do. For US orders, we'll either send you a replacement or give you a full refund for that item, and we'll let you know which. If we can't replace it, for example because the fabric has sold out, we'll refund you. For orders delivered outside the US, we'll refund that item in full. Consumers in the EU, EEA and UK also have the legal choices listed further down this page.

Sending it back. We may ask you to send the item back. If we do, we'll send you a prepaid return label or pay you back the postage, so it costs you nothing. Please email us before you send anything so we can match your parcel to your order.

Refunds go back to your original payment method within 7 business days. The 7 days start when we confirm your claim, or when we receive the item if we asked for it back. Your bank may take a few more days to show the refund. If your order was delivered in the US and you'd rather have store credit, just ask.

Found a problem later? Email us anyway. The 7-day window helps us sort out transit damage and mix-ups quickly. Your legal rights for faulty or not-as-described items don't end when it closes, and it never shortens the legal guarantee for consumers in the EU, EEA and UK described below.

Parcels lost or damaged on the way to you are covered in our Shipping policy.

You may have other legal rights too, and they vary from state to state and country to country. Nothing in this policy limits them.

Panty size swaps

Ordered the wrong size of panties? You can swap them once for a different size of the same style. This also covers panties from Kitty Club boxes.

  • Email info@catsnscribbles.com within 7 days of delivery with your order number and the size you need.
  • Send them back unworn and unwashed, with the tags and any hygiene liner still on. You pay the return postage.
  • Once they arrive, we ship the new size to you free.

If the size you need is sold out, we'll email you to sort out another option. Size swaps are for panties only. Everything else follows the rules above.

If your order will be late

Our Shipping policy says when each kind of item ships (Ready to ship: within 5 business days; Made to order: within 14 business days). Business days are Monday to Friday, not counting US federal holidays. If you order both kinds together, we ship everything together once it's all ready, within the made-to-order time. If we can't ship by then, we'll email you a new ship date before that date, and you can cancel for a full refund to your original payment method, even though all sales are final. Details are in our Shipping policy.

Canceling an order

Once you place an order, you can't cancel it because you changed your mind. You can still cancel for a full refund if we can't ship on time (see above), and consumers in the EU, EEA and UK keep their 14-day right to withdraw (see below).

Gift cards

Gift cards are final sale. The exceptions on this page still apply. Gift cards never expire and have no fees. You can ask us to pay out a balance under $15 in cash.

Kitty Club

Kitty Club boxes are final sale once they've been charged. The exceptions on this page still apply. You can cancel future boxes anytime. Kitty Club ships to US addresses only. See our Cancellation policy.

EU, EEA and UK customers: your 14-day right to change your mind

This section applies if you buy as a consumer (not for a business) and you live in the European Union, Norway, Iceland or Liechtenstein (together, the European Economic Area or EEA) or the United Kingdom. You have the right to withdraw from your order within 14 days without giving a reason. In the UK this is called the right to cancel. The final-sale rule does not apply to this right. Orders delivered outside the US are sold by Global-e, our seller of record (Global-e US Inc., 200 West 41st Street, New York, NY 10036, United States, or the Global-e company named on your receipt), under the Terms of Sale shown at checkout. We handle withdrawals, returns and refunds for these orders, so send your notice to us.

Your 14 days. The withdrawal period ends 14 days after the day you, or someone you name (not the carrier), receive the goods. The day of delivery doesn't count. If your order arrives in more than one parcel, it ends 14 days after the day you receive the last one. You can also withdraw before your order arrives.

How to withdraw. Tell us before your 14 days end. Sending your message in time is enough. You can email info@catsnscribbles.com, call us at +1 (619) 971-7182, or write to us at the address at the bottom of this page. Any clear statement works. You can use the model form below, but you don't have to, and you don't need to give a reason.

Withdrawing online (EU customers). Use Withdraw from contract here (the same link is at the bottom of every page), or open your order from the link in your order confirmation email. Sign in with your email address, open your order and choose Cancel or return (the button may also say Cancel items, Return items or Request return). We'll email you an acknowledgment of receipt without undue delay. Customers in the UK, Norway, Iceland and Liechtenstein can withdraw by email, phone or post as above.

Whole order or some items. You can withdraw from your whole order or just some items. Either way, we refund the standard shipping you paid to have your order delivered.

Sending items back. Send the items back without undue delay, and no later than 14 days after the day you tell us you're withdrawing. Posting them before the 14 days end is enough. We'll email you a prepaid return label at no cost, so sending items back costs you nothing. Send them to Cats n Scribbles, 610 South Main St, PH202, Los Angeles, CA 90014, United States. We don't charge restocking or handling fees.

Your refund. We refund everything you paid at checkout, including standard shipping to you, no later than 14 days after the day you tell us you're withdrawing. For orders delivered outside the US, Global-e, our seller of record, sends the refund once we approve it. If you chose a faster, more expensive shipping option, we refund only the cost of our standard option. We may hold the refund until we get the items back or you send us proof that you've posted them, whichever comes first. We refund to your original payment method, in the currency you paid, at no cost to you.

Any VAT and import duties charged at checkout are part of what you paid, so they're refunded too. VAT and import duties on EU, EEA and UK orders are charged at checkout, so there's nothing more to pay on delivery. If a carrier or customs office ever does charge you something on delivery, send us the receipt and we'll refund that too.

Trying things on. Please handle items only as you would in a shop. Try lingerie and swim on over your own underwear, and leave tags and any hygiene liner in place. Doing more than that doesn't take away your right to withdraw. You are, however, responsible for any loss in value caused by handling beyond what you need to check the item, for example if it comes back worn, washed, damaged or without its tags.

What's covered. Lingerie, panties and swimwear are covered like everything else, and so are sale items. Made-to-order pieces are covered just like ready-to-ship items, even if we've already started sewing.

Faulty, damaged, not as described or wrong items: your legal guarantee.

  • EU and EEA: We're responsible if an item had a fault, or didn't match its description, when it was delivered and the problem shows up within 2 years of delivery. Some countries give you longer. You can ask for a free repair or replacement, including postage. If that isn't possible, isn't done within a reasonable time, or doesn't fix the problem, you can ask for a price reduction. If the problem isn't minor, you can ask for a full refund instead.
  • UK: Items must be of satisfactory quality, fit for purpose and as described. If an item is faulty or not as described, you can reject it for a full refund within 30 days of delivery. After that you can ask for a repair or replacement. If that fails, you can ask for a price reduction or a refund. We pay the return postage.

Model withdrawal form (EU and EEA)

(Complete and return this form only if you wish to withdraw from the contract.)

To: Cats n Scribbles, 610 South Main St, PH202, Los Angeles, CA 90014, United States, info@catsnscribbles.com

  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

(*) Delete as appropriate.

Model cancellation form (UK)

(Complete and return this form only if you wish to cancel the contract.)

To: Cats n Scribbles, 610 South Main St, PH202, Los Angeles, CA 90014, United States, info@catsnscribbles.com

  • I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
  • Ordered on [*]/received on [*],
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

[*] Delete as appropriate.

Contact us

Cats n Scribbles, 610 South Main St, PH202, Los Angeles, CA 90014, United States

Phone: +1 (619) 971-7182

Email: info@catsnscribbles.com

Email us and we'll send you our business name, address and policies within 5 days.