FAQs

Frequently asked questions:

Where is your lingerie manufactured?

All of our garments are designed and handmade in Sweden. Our small atelier is in Stockholm and everything is made in-house, from selecting the fabrics to the final creation, including pattern-making and sewing.

How can I find my size?

The best way to determine your size is to grab a tape measure and follow the Size Guide. If you have questions or aren’t sure what size is best for you, you can always get in touch and I’ll be glad to help you!

If you don’t find your size in our size chart, contact me and I can make a custom piece for you.

Do you offer custom sizes or other modifications?

Of course! All my lingerie is made to order, so I can accommodate custom sizes and other small design changes for a small fee (including different colours, adding embellishments, etc.). Just contact me so we can discuss some options and create something unique for you! You can read more about how to order custom lingerie here.

How long will it take to process my order?

All pieces are made to order, so the processing times can vary. Usually, it takes 10 – 15 business days, but this time can be a bit longer before Christmas, Valentine’s Day or other holidays. Also, bear in mind that items that require custom modifications may take more time to make.

Delivery within Europe takes around 5-7 days, while international shipping times can take between 2-3 weeks, sometimes more depending on customs. You can find more information in the Shipping and Returns page.

Do you offer payment plans?

I can offer the option of splitting the payment for your order in several installments via PayPal, at no extra cost. This option isn’t available directly on the website at the moment, but if you’re interested, just get in touch before you place your order.

Once the order is paid in full, I’ll start working on it. It will take the same time to complete as any regular order (around 10-15 business days). If you have any questions, don’t hesitate to contact me!

How do I wash my lingerie?

Every piece comes with a small card with the basic care instructions. For small garments such as bras or panties, the best option is to hand wash them in cold water using a specially-formulated silk wash or a mild soap (do not use any harsh detergents or bleach).

For larger garments such as robes, we recommend dry-cleaning as the best option to preserve the original texture and sheen of the garment. These items can also be hand washed in cold water using a silk wash, but bear in mind that this could slightly lessen the shine of the fabric.

When you hand-wash your lingerie items, do not let them soak for a long time, just move the fabric gently from side to side in the soapy water, for no more than 3-4 minutes. Keep in mind that if the silk is darkly coloured, the dye could bleed in the first wash.

Rinse the garments gently with fresh water to get rid of the soap. Then wrap them in a dry towel to remove the excess of water. Do not tumble dry, and lay them flat to dry instead.

Silk can be ironed in a low heat setting or gently steamed to remove any creases that may appear. However make sure that other parts of the garment such as the straps or the tulle must be kept away from the iron, as they could be damaged by the heat.

You can find more details about how to hand wash your lingerie in this blog post.

Where do you ship to?

The atelier is located in Stockholm (Sweden), but we ship worldwide!

Shipping times & Prices

Standard shipping is free for all orders over 300€ (delivered to Europe and USA).

Take into account that the time frames shown below are estimations and cannot be taken as a guarantee of delivery:

SWEDEN

  • Standard (1-2 business days): 6.5€

EUROPEAN UNION

  • Standard (5-10 business days): 16€
  • Express (3 business days): 25€

OUTSIDE THE EUROPEAN UNION

  • Standard (10-15 business days): 16€
  • Express (3-4 business days): 30€
  • Express shipping to Australia (3-4 business days): 50€

Note: We are not responsible for shipping delays due to customs holds. Customs authorities require us to list the actual value of all items shipped overseas and no items will be marked as a gift. Items shipped outside of the EU may be subject to taxes, customs duties, and fees levied by the destination country. Customers are the importers of record and are responsible for paying any import fees.

What happens if my parcel is lost?

It is extremely rare that a parcel is lost or missing. Usually all parcels turn up in the correct destination sooner or later, and we cannot offer refunds for lost parcels that haven’t been insured. If you would like to add insurance to your parcel, please contact us and we will create a custom shipping option for you.

If you have problems with your parcel delivery please contact the delivery agency first, as we do not have any control over what happens once the parcel leaves our atelier.

Shipping during Covid-19

We continue working as usual, but the pandemic has affected all countries in many ways, and it has had a severe impact on the postal services. 

Delays are to be expected, and for that reason we cannot guarantee the delivery within the normal time frame. 

Please, be patient and stay safe!

Can I return or exchange an item?

All bras and garter belts from the current collections are returnable in exchange for store credit, a different size or a refund. Returns can only be accepted on garments that are in new and unworn condition. We cannot accept returns requested after 14 days of delivery.

What items are non-returnable?

The following items cannot be returned:

  • Panties and bodies, for hygienic reasons.
  • Worn, washed, altered or damaged items.
  • Items that have been custom made, unless there is a defect or fault in the piece.
How do I return or exchange an item?

We do our best to make sure that you love your new lingerie, but if you need to return or exchange an item just email us at info@sofia-luzon.com and we’ll be happy to help. We cannot accept any returns that arrive to us without written consent.

We do not cover the return shipping costs, so please be sure that all returns are shipped by a reliable company, as we cannot accept the responsibility for any goods lost in transit.

Special note for returns from non-EU countries:

Please ensure that the customs documentation is perfectly filled indicating that it is a return without commercial value. If the items have custom charges upon arrival to Sweden, we cannot accept them and therefore they will be returned to you.

Still have a question?

Please contact us for more information.

Get in touch