Shipping Policy

order cutting:

(GMT-05:00) Eastern Standard Time (New York) 3:00 PM

All orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation.

We only offer one type of shipping: Free shipping within 5 to 8 business days (excluding weekends and holidays)

After processing your order, free shipping takes approximately 5 to 8 business days (excluding weekends and holidays) to reach your final destination.

To pack each order, we use strong boxes with internal protection to ensure safety during the shipping process.

If you received a tracking number via email, it means your order has been processed and shipped to the distribution center. Once your tracking information changes from “On Its Way” to “In Transit”, it will only take about 5 to 8 business days to arrive for shipping.

Please note that this processing time is not included in the estimated delivery time at checkout. In the rare event that you do not receive a shipping notification after 6 business days, please email

Once your order ships, we estimate you will receive it within 5 to 8 business days from the shipping date.

Due to Covid, DHL services are operating at slightly reduced capacity due to airline reductions which may cause delays. We have had less than 10% delays so far. We reserve the right to cancel orders due to worldwide shipping restrictions. We will always notify you if this cancellation occurs.
* insunen is not responsible for packages after they have been scanned and marked as delivered.

This is calculated at checkout depending on your location and varies depending on the value of your order. Orders will be shipped from, or Texas / California, depending on inventory location. We will always choose the fastest and most economical option.

Returns and exchanges are possible if your item is not listed as final sale at the time of purchase. Items can only be returned within 19 days of fulfilling the original order (19 days from the date you received shipping notification via email). Items must be unused, with tags and undamaged. Our system will not process any returns outside of this window. Return shipping fees are the buyer's responsibility and will be deducted from your refunds.

Any item ordered on the website can only be returned or exchanged once within a 19 day period. Once your item is exchanged, the new item cannot be returned or exchanged.

No refunds or exchanges will be provided for jewelry, Black Friday orders/final sale/clearance items, sample sales and masks (due to hygiene reasons).

No refunds or exchanges will be provided for custom orders. We define custom orders as any orders where you requested customization based on bust, waist, or hip measurements or where you required additional height customizations.

We offer standard height customization for free. If you choose a height customization, you can still return your order, for each custom piece returned. You can choose standard length (5'8) and these non-customized orders can be returned without a restocking fee.

To initiate a return on US orders, please visit our RETURN CENTER

To initiate an exchange order in the US, please contact us at

To initiate a return or exchange on international (non-US) orders, please email

If you have any other issues or needs regarding your returns or exchanges, please email us at

Items listed as 'Pre-Order' require longer processing time and ship at a later date than normal. Generally the shipping date is mentioned in the item description. If you order an item listed as "PRE-SALE", this means you are aware that your order is on a wait list and ships within the stated time frame or specific date in the product description.

If you have not received a shipping/delivery notification within the specified processing time or shipping date, please notify us by sending an email to including your order number.

If you have not received your order within the estimated delivery time, please allow an extra 2-3 days before contacting us as packages may be delayed. Once items are shipped and the customer is notified