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FAQs

Returns & Exchanges

What is your Return Policy?

We will accept your return of unworn, unwashed, and defective merchandise within 15 days of receiving the order (some exclusions apply, see below). (Swimsuits 7 days return)

We take great pride in the quality of our products, which is why we offer a 15 day satisfaction guarantee. If you are not satisfied with your hankypanky.com purchase, you may return or exchange full-priced unworn, unwashed or defective merchandise with all original tags attached within 15 days of receiving your package. Refunds will be credited back to the original purchasing card.

Please note: items purchased at any retailer other than hankypanky.ca must be returned to the retailer, not hankypanky.ca. We reserve the right to refuse returns on items that do not meet acceptable hygiene and health standards. See below for further information.

What items are not eligible for Returns?

• Rolled Items
• Multi-packs
• Face masks
• Sale items (all sale items are final sale)
• Lingerie Wash
• E-Gift Cards
• Worn or laundered items
• Items with hang tags removed

Tip: to ensure proper hygiene, please wear your own underwear beneath an item to try in on. Also, please avoid wearing perfume or deodorant as these can leave marks or scents, which may make the item non-returnable.

How do I return an item?

Please contact hankypankycan@gmail.com to process a return.

Is there a cost to return an item?

Returns are the responsibilty of the purchase person.

The credit will be applied within 30 days once returned merchandise is received and inspected. We will refund the purchase amount to the original form of payment.

Initial shipping charge and return shipping fees are non-refundable. Items returned more than 30 days after delivery are non-refundable.

Why can't I return a rolled thong?

Rolled thongs cannot be returned because – for hygienic reasons – we must guarantee that they have not been worn. We are unable to do so with rolled thongs because they do not have hang tags to safeguard against wear. In order to insure your complete satisfaction with every purchase, we ask that if you are at all unsure about the size, style, cut, or color that you are purchasing, please choose from our selection of flat, non-rolled thongs that may be returned if they were not what you were expecting.

What is your exchange policy?

Exchanges are not available on intimates.

Can I return using my own shipping label?

All returns need to be shipped via Canada Post or your own courier. The Hanky Panky Canada warehouse is closed to the public and will not accept inperson deliveries.

How will my items be packaged?

In our continued efforts to be a sustainable company, we use the smallest possible packaging.

What if my item was damaged in shipping?

Please initiate a return by emailing hankypankycan@gmail.com.

You will not be charged for return shipping if you've received a damaged item.

As always, please contact us if you have any questions at hankypankycan@gmail.com

Can I keep my gift with purchase?

When returning an order that included a gift with purchase, the gift with purchase MUST be returned to receive a full refund. When exchanging an item from an order that included a gift with purchase for another item of equal or greater value, the gift with purchase may be kept.

Ordering Online

Can I order by mail, phone, or fax?

Hanky Panky Canada is available by website only (at this time)

Do I need to set up an account to place an order?

No, you do not need to create an account and may checkout as a guest.

However, our account registration process is quick and easy and there are several important benefits to having an account. Creating an account allows you to track your order status, checkout more easily and quickly the next time you order with us and also enroll in our loyalty program, Panky Points, to earn rewards on your purchases and other activities and receive exclusive perks.

Is it safe to use my credit card?

At Hanky Panky, your personal security is of the utmost importance to us. We use the latest SSL encryption technology to safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Shopify. If you prefer, you may place your order by telephone with our Customer Service team by calling 1-877-447-4811 from Monday - Friday, 9 AM - 5 PM ET.

What forms of payment can I use on hankypanky.ca?

We currently accept:

• Visa
• Mastercard
• Hanky Panky Canada E-Gift Cards

Apple Pay now available!

We cannot accept cash, personal/cashier checks, or money orders.

Do you charge sales tax?

Applicable sales tax will be charged.

May I add to my order or change an order that was already placed?

In most cases, we are not able to change an order once it has been placed, as it begins processing immediately. But please do reach out to us and we’ll see if we can help! Please email at hankypankycan@gmail.com

Do you offer a printed catalog?

We are committed to being a very eco-conscious company and do not offer a printed catalog. Learn more about our sustainability efforts here!

Is there a Hanky Panky retail store?

No, Hanky Panky does not have retail stores. However, you can find your favorite Hanky Panky styles at a number of retailers who can be found across Canada.

Why don't I see an item here that I saw at a retail store?

HankyPanky.com carries some items that you will not find in retail stores, and vice versa. If you saw an item in a store and don’t see it here, we encourage you to purchase it from the store.

Promotions

What are your promo code exclusions?

Promotion and discount codes, such as the welcome code for new email subscribers, can be entered at checkout under payment options. Exclusions to our promo codes include sale products, multi-packs, 3 for $72 styles, licensed products, and e-gift cards. Coupon codes are limited to one per order and cannot be combined with full site promotions or already discounted items.

When is your sample sale in New York?

The date of our annual sample sale changes from year to year, so we cannot give specific dates. Please sign up for our newsletter for details on future sample dates!

Do you have seasonal sales?

YES we have seasonal sales and promotions! Sign up for our email newsletter here to get updates for all promotions and exclusive offers.

Loyalty Program

Do you have a loyalty program?

We do not currently have a loyalty program in Canada. If you have loyalty points with Hankypanky.com, please contact the USA, hankypanky.com directly.

Product & Sizing

Can you help me with sizing?

Please refer to our size chart

What if an item is out of stock?

You can request to be emailed when an item is back in stock. You will have the option to enter your email on the product page if an item is not currently available.

If you do not see an item or size you are looking for on our site, you may be able to find it in a department or specialty retail store near you.

Unfortunately, we do not have visibility to what items are in stock at our stockists, so contacting them directly is the best way to find out.

How will my items be packaged?

In our continued efforts to be a sustainable company, we are working to ship orders in the smallest packages possible.

Why don't I see an item here that I saw at a retail store?

HankyPanky.ca carries some items that you will not find in retail stores, and vice versa. If you saw an item in a store and don’t see it here, we encourage you to purchase it from the store.

What is a "rolled thong"?

A rolled thong is the same product as our world famous Signature Lace thong – it's just packaged differently! We take one of our Signature Lace thongs, roll it up in our own special way, and slip it into a cute logo wrap. These are great for gifts and stocking stuffers! Please be advised: rolled thongs cannot be returned once they have been unrolled. Please note, we do not accept Rolled Thong Returns. Please see our Return Policy.

What is the difference between an Original Rise and a Low Rise thong?

The only difference is the rise, which is where the waistband sits on your hips. Please visit our Style Guide to learn about the differences between our thongs.

Are the Signature Lace thongs really One Size Fits All?

Our Signature Lace thongs are “One Size Fits Most”. Our rule of thumb is that our Original Rise thongs fit sizes 4 - 14 best, and our Low Rise thongs fit sizes 2 - 12 best. We do offer thongs in petite and plus sizes, too. For more information, please see our Style Guide.

Daily Lace

What is the difference between Daily Lace and Signature Lace?

Signature lace is a rose-patterned 100% nylon helenca lace with soft, mechanical stretch. Daily Lace is a multi-floral patterned nylon/spandex lace with a slightly firmer/more supportive feel.

What’s the difference in Daily Lace and Signature Lace silhouettes?

Core silhouettes are essentially the same, but Daily Lace has a slightly snugger, more supportive feel, while Signature Lace has a softer, more accommodating stretch.

There are a few silhouettes exclusive to each lace. Cheeky Brief and High-Cut Thong come in Daily Lace only. High Rise G-string and High Cut Brief in Signature Lace only.

Is there a quality difference between Daily Lace and Signature Lace?

No, both are high stitch count, high quality laces. There is a difference in lace pattern style, and a somewhat different fit and feel for different customers/ preferences. Snugger more supportive Daily Lace, more forgiving stretch in signature lace.

What are the care instructions for Daily lace?

Hand wash cold, dry flat.

Is Daily Lace made the same way as Signature Lace?

The fabric is knitted dyed and finished using different techniques. They are sewn the same way.

What is the stretch factor for Daily Lace, since we are one-size fits most with thongs?

Designed to fit the same range of body sizes, but the lace is slightly less stretchy than Signature Lace—our Signature lace can work beyond the range we give—Daily Lace cannot.

Product Care

How do I care for my Hanky Panky products?

To extend the life of your lingerie, we strongly recommend that you hand wash in cool water and dry flat or hang to dry. For best results use Hanky Panky Fabric Wash Powder, which has been especially formulated for stretch fabrics. Also, please remember that residue from harsh cleansers in the sink can contribute to the damage of any fine lingerie, regardless of the hand wash instruction.

REAL SIMPLE magazine writes, "Peroxide from some toothpastes and caustic agents from other cleansers can bleach, stain, degrade and even disintegrate delicate fabrics. Don't throw lingerie into the sink for hand washing...; put a colander in the sink and wash the garments in it."

When you can't hand wash, our Lingerie Wash Bag is the next-best thing. Make sure you use the gentle cycle on your washer! Our wash bag was designed to protect your precious Hanky Panky items from the ravages of the washing machine. Each bag can protect camisoles, chemises, and panties in the washer, and keeps them separated, so that you may hang them to dry. Machine drying is not recommended, as heat can damage the stretch properties of elastic.

Can Hanky Panky Fabric Wash Powder be used in the washer?

Yes! Use it as you would any other soap. For use in HE machines, use half the amount you would in a regular washer. It is highly concentrated and low sudsing. If you find you are getting a lot of suds in your rinse water, try using less wash powder. Recommended measurements:

• Hand wash: 1 Tbsp/30 mL/1 oz.

• High efficiency (HE) machine: 1/8 Cup/30 mL/1 oz.

• Non-high efficiency: 1/4 Cup/60 mL/2 oz.

Gifts

Is gift wrapping available?

Not at this time. But don’t let that stop you from ordering a gift! With our gorgeous packaging options, you may not need additional gift-wrapping (which is also better for the planet).

Can I send my purchase as a gift?

We're sorry but at this time we do not offer Gift Messaging. Please check back soon!

Can I buy a gift card?

Yes! E-Gift Cards are purchased and then emailed to the email address you enter at checkout. Please note that these gift cards are only for online purchases from Hanky Panky Canada.

Do you have a bridal or gift registry?

We’re sorry, but we do not have a traditional "registry".

Account Questions

What should I do if I forget my password?

Go to HankyPanky.com, click on “My Account”, then under “Login”, click “Forgot Password” and enter the email address associated with your account. We will send a password reminder to your email address. If you continue to have difficulty, please call our Customer Service team at 1-877-447-4811 and or send us a live chat and we will be happy to help.

How do I update my email address or other personal information in my HankyPanky.com account?

How do I subscribe to the Hanky Panky mailing list?

You can sign up for our email newsletters by entering your email address in the space provided at the bottom of our homepage.

You can also subscribe to our email newsletters when you create an account with us.

You may opt-out of our mailing list at any time by unsubscribing via the link at the bottom of any marketing email, or by sending us a request to be removed.

Corporate Inquiries

Are you hiring?

We’re always on the lookout for superstars! For career opportunities please send your cover letter and resume to hr@hankypanky.com.

How do I become a wholesaler?

Email hankypankycan@gmail.com to get information on carrying Hanky Panky in your store.

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