FAQ

Once your order has been successfully placed, you will receive an order confirmation email at the address provided during checkout.

Please review the confirmation carefully and contact us as soon as possible if any information is incorrect. If you do not receive a confirmation email, check your spam or junk folder before contacting our Customer Care team.

We begin preparing orders shortly after they are placed so they can be dispatched quickly.

Please contact us at support@room1037.com as soon as possible with your order number and requested change. We will make every reasonable effort to assist, but changes and cancellations cannot be guaranteed once an order has entered processing or has been dispatched.

Please contact us immediately if you entered an incorrect or incomplete shipping address.

We may be able to update the address before the order is processed. Once an order has been dispatched, Room1037 cannot guarantee that the carrier will be able to redirect it.

Customers are responsible for providing a complete and accurate delivery address at checkout.

Contact our Customer Care team with your full name, order number, and the correct email address. We will update your contact information when possible and resend your order details.

Absolutely.

If you're purchasing a gift, simply select the Gift option at checkout or leave a note with your order before it ships.

Your order will be carefully prepared with no pricing information included, and we'll replace the standard packing slip with a gift receipt. This allows your recipient to enjoy the unboxing experience without seeing the purchase price.

If you'd like to include a personal gift message or have any special requests, please leave a note at checkout or contact our Customer Care team at support@room1037.com as soon as possible after placing your order. While we cannot guarantee all requests, we'll always do our best to accommodate them.

Selected pieces may be restocked depending on availability and demand. Restocks are not guaranteed.

Join our email list or follow Room1037 on social media for updates on restocks, new collections, and limited releases.

Unless specifically stated otherwise, only one promotional or discount code may be used per order.

Discount codes must be entered at checkout before payment is completed. Discounts cannot normally be added retroactively after an order has been placed.

A discount code may not apply because it has expired, has already been used, requires a minimum order value, applies only to selected products, or cannot be combined with another promotion.

Please review the terms of the offer and ensure the code has been entered exactly as provided.

Please refer to the size guide available on the relevant product page before placing your order.

Because fit may vary depending on the material, design, and level of stretch, we also recommend reading the product description and fit notes carefully.

When you are between sizes, consider the design of the item and your preferred fit. For more fitted or structured pieces, selecting the larger size may provide greater comfort.

Our products are designed according to the measurements shown in the size guide. However, fit may vary between styles due to differences in materials, construction, stretch, and coverage.

The size guide and product-specific information should always be reviewed before purchasing.

The best choice depends on the style and how you prefer the item to fit.

For designs with limited stretch, structured details, or close-fitting straps, choosing the larger size may be more comfortable. For highly adjustable or stretch-based designs, either size may work depending on your desired fit.

Many Room1037 designs include adjustable straps, closures, garters, or other features to help personalize the fit.

Please check the Features and Product Details sections on each product page to see which elements are adjustable.

Only the items specifically identified in the product title, description, and “What’s Included” section are included with your purchase.

Gloves, stockings, lingerie, jewelry, props, and other accessories shown in campaign images may be used for styling purposes and may be sold separately.

Please review the full product description before ordering.

We make every effort to present colors, materials, and details as accurately as possible.

However, slight differences may occur because of screen settings, lighting, photography, production batches, and natural variations in materials. These minor differences are not considered defects.

Some Room1037 pieces are designed for everyday styling, while others are created as statement lingerie, occasion wear, or fashion accessories.

Please review the product description, materials, construction, and coverage to determine whether a piece is suitable for your intended use.

The level of transparency varies by fabric, color, lighting, fit, and skin tone.

Products described as sheer, mesh, see-through, or semi-sheer may provide limited coverage. Campaign photography may also appear different depending on lighting and styling.

Products described as faux leather or vegan leather are not made from genuine animal leather.

Please refer to the material information on each product page for details about the item’s composition.

To preserve the shape, color, elasticity, and delicate details of your lingerie, we generally recommend gentle hand washing in cool water with a mild detergent.

Avoid bleach, harsh chemicals, soaking for extended periods, and excessive rubbing or twisting.

Always follow the care label attached to the product, as instructions may vary between materials.

Hand washing is recommended for most delicate lingerie and accessory pieces.

When a product’s care label permits machine washing, place it inside a lingerie wash bag and use a gentle cycle with cool water. Fasten hooks and closures before washing to reduce the risk of damage.

The instructions on the garment’s care label should always take priority.

We do not recommend tumble drying delicate lingerie.

Lay the item flat or hang it to dry naturally, away from direct sunlight and high heat. Heat may damage elastic, lace, mesh, coatings, adhesives, and decorative elements.

Wipe faux-leather surfaces gently with a soft, slightly damp cloth and allow them to air dry.

Do not machine wash, tumble dry, bleach, iron, or expose faux leather to high heat unless the care label specifically permits it.

Store faux-leather pieces away from direct sunlight, moisture, and other materials that may transfer color.

Store items clean and completely dry.

Avoid folding molded cups, stretching elastic straps, or placing heavy objects on delicate pieces. Lace, mesh, hardware, and embellished items should be kept away from sharp objects that could cause snagging.

All orders are normally processed within 1 business day.

Processing may occasionally take longer during major holidays, promotional events, collection launches, or periods of unusually high order volume.

Delivery estimates begin after the order has been dispatched and do not include processing time.

Standard shipping costs $15 USD.

Standard shipping is free on qualifying orders over $99 USD.

The qualifying order value is calculated after discounts and before any applicable taxes, duties, or shipping charges unless otherwise stated during a promotion.

Express shipping costs $29 USD.

Express shipping remains a paid upgrade unless a specific promotion states otherwise.

Estimated standard delivery times are:

• United States and Canada: 6–9 business days
• Europe: 6–9 business days
• Asia: 5–7 business days
• Australia and New Zealand: 6–9 business days
• Rest of the World: Delivery times vary by destination

These estimates begin once the order has been dispatched.

Express delivery to the United States, Canada, Europe, Asia, Australia, and New Zealand is generally estimated at 4–5 business days after dispatch.

Delivery times for other destinations may vary and will be shown at checkout when available.

No. Delivery estimates are provided as guidelines and are not guaranteed.

Delivery may be affected by customs clearance, carrier disruptions, severe weather, public holidays, local delivery conditions, or other circumstances beyond Room1037’s control.

Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Please allow up to 48 hours after dispatch for the carrier’s tracking system to display its first update.

Tracking may take up to 48 hours to activate after dispatch.

It is also normal for tracking to remain unchanged while a package is moving between facilities or countries. Some carriers do not scan parcels at every stage of transit.

Please contact us if your order has exceeded the estimated delivery window without a meaningful tracking update.

Yes. Room1037 offers international shipping to many destinations.

Available services, delivery estimates, and any destination-specific restrictions will be displayed during checkout based on the delivery address.

International orders may be subject to import duties, VAT, customs charges, brokerage fees, or local taxes imposed by the destination country.

Unless specifically stated otherwise at checkout, these charges are not included in your order total and are the responsibility of the recipient.

Room1037 does not control these charges and cannot predict the exact amount.

When a customer refuses a shipment, fails to pay applicable import charges, or does not collect the package, the parcel may be returned, abandoned, or destroyed according to the carrier’s and destination country’s procedures.

Any refund eligibility will be assessed only after the parcel has been safely returned to Room1037. Original shipping fees, return costs, customs charges, and other costs incurred may be deducted where legally permitted.

Carrier delays can occasionally occur.

Please allow the full estimated delivery period and review your tracking information before contacting us. If the order is significantly delayed, contact support@room1037.com with your order number so our Customer Care team can assist.

First, check around the delivery location, mailbox, parcel locker, building reception, concierge, and any safe locations where the carrier may have left the package.

Please also ask household members, neighbours, or building staff whether they accepted it on your behalf.

If the package still cannot be located, contact the carrier and Room1037 as soon as possible. Carrier investigations and delivery claims may be subject to strict reporting deadlines.

A package may be returned because of an incorrect or incomplete address, failed delivery attempts, refusal of customs charges, or failure to collect it from the carrier.

Once the package is received and inspected, we will contact you regarding the available options. Additional shipping charges may apply if you request redelivery.

Due to the intimate nature of our products and for hygiene and safety reasons, Room1037 generally does not accept returns or exchanges for change of mind, incorrect size selection, personal preference, or unwanted items.

Please review all product information and the size guide carefully before ordering.

This policy does not limit any rights you may have under applicable consumer-protection laws.

Because lingerie and intimate apparel are subject to strict hygiene requirements, we are generally unable to accept returns or exchanges when the wrong size has been selected.

Customers are responsible for reviewing the size guide and product details before completing their purchase.

Please contact support@room1037.com promptly after delivery.

Include:

• Your order number
• The name of the affected product
• A clear description of the issue
• Clear photographs or video showing the item, packaging, label, and concern

Do not wear, wash, alter, repair, or dispose of the item while your claim is being reviewed.

When the issue is confirmed, we will provide an appropriate resolution in accordance with our policy and applicable law.

A defect may include significant damage, a manufacturing fault, missing essential components, or receiving an item that materially differs from the product ordered.

Loose threads that can be safely trimmed, minor variations in color or texture, slight measurement differences, normal material characteristics, and damage caused by wear, incorrect washing, improper storage, or misuse are not generally considered manufacturing defects.

Check all packaging carefully, as smaller pieces may be packed together or placed inside another product pouch.

If an item is still missing, contact us with your order number and photographs of everything received, including the external packaging and shipping label.

Depending on the circumstances, we may request that the item be returned before providing a replacement, store credit, or refund.

Do not return an item without contacting us first. Unauthorized returns may not be accepted or processed.

Original shipping charges are generally non-refundable unless required by applicable law or the issue resulted from an error by Room1037.

Express-shipping upgrades are also normally non-refundable once the service has been used.

When a refund is approved, it will be issued to the original payment method.

Processing times vary by bank, card issuer, payment provider, and country. It may take several business days after the refund is issued for the funds to appear in your account.

Unless another currency is shown during your shopping session or at checkout, Room1037 prices are displayed and charged in USD.

Your financial institution may apply currency-conversion rates or international transaction fees. These charges are determined by your payment provider and are not collected by Room1037.

Available payment methods are shown at checkout and may vary depending on your location, device, and currency.

Orders are not confirmed until payment has been successfully authorized.

Payments are processed through secure third-party payment providers.

Room1037 does not directly store complete payment-card details. Please ensure that you are shopping through our official website and never provide payment information through unverified messages or accounts.

Payments may be declined because of incorrect billing information, insufficient funds, card restrictions, security checks, or authorization requirements from your financial institution.

Confirm that your billing details match the information held by your payment provider. If the issue continues, contact your bank or try another available payment method.

Some financial institutions temporarily reserve funds when a payment attempt is made, even if the order is not completed.

Pending authorizations are normally released automatically by the payment provider. The timing is controlled by your financial institution.

Orders are packaged securely for shipping.

External packaging is designed to protect the contents during transit and does not display product photographs. However, the sender name, customs declaration, or legally required shipment information may appear on international packages.

We cannot remove or misrepresent information required by carriers, customs authorities, or applicable law.

International shipments require accurate customs documentation.

The contents may be described using a general but truthful product category where permitted. Room1037 cannot declare an incorrect value or falsely describe merchandise to avoid duties or disclosure requirements.

Personal information is used to process orders, arrange delivery, provide customer support, prevent fraud, and operate and improve our services.

For more information, please review the Room1037 Privacy Policy.

Please email our Customer Care team at support@room1037.com.

Include your order number whenever your question relates to an existing purchase. Providing complete information and relevant photographs in your first message will help us assist you more efficiently.

We aim to respond as promptly as possible during business days.

Response times may be longer during weekends, public holidays, collection launches, and promotional periods. Sending multiple emails about the same request may delay the review process, so we recommend keeping all information within one email thread.