To conside

Panties, underpants and slippers purchased at promise.es cannot be returned for hygiene reasons.

The rest of the products can be returned as long as the following points are met:

The return must be made within 15 days after the delivery of the order.
The garments cannot be used and must remain in their original condition.
Items that are returned incomplete, damaged or soiled will not be accepted.
Returns of intimate garments (panties, underpants and slippers) are only accepted in case of tare or defect.
Items that are sold in a pack (more than one item in a single package) are considered as a single item, so you cannot
be returned in parts.
In order to prevent fraudulent returns, if in doubt about a return, Promise's quality control team,
will inspect the item and verify it.
In no case is the amount of the shipping costs returned, except in the case of tare or defect..

How to process a return

Para tramitar una devolución deberás seguir estos pasos:

  • Send an email to eshop@promise.es indicating your order number, the item you want to return or change size and the reason for the return.
  • We will then send you an email to confirm the collection of the package.
  • When the item arrives at our facilities, we will check that everything is correct before proceeding with the refund.
  • From the beginning of the processing of the return to the reflection of the refund in the account from which the payment was made, it will take from 4 to 7 business days.


For any questions that may arise, do not hesitate to contact us by sending an email to eshop@promise.es or by calling 93 760 49 20 from Monday to Friday from 08:00 a.m. to 1:00 p.m.

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