Update by user Sep 21, 2017 Policy: No exchange for underwear purchase. Original review posted by user Sep 20, 2017 We received the following email after requesting an exchange:"....it is against NY Law to accept returned undergarments. Please note for the future." First reaction we got: Is this even real?! (they are not even in NY but in NJ where the warehouse and customer service are) The customer service won't send out your exchanges or refund until they are notified by the warehouse of the return and that can take from 1 week to.......forever. Both last time and this time we had to sent multiple email (after they received our return) in order for them to process the return and exchange. And if the customer service never receives notification from the warehouse and you forget to follow it up? Bye bye, money. After the last abysmal customer service last time a few years ago, we wanted to give it another try this year. The result: It has gotten much worse. It feels like it's a one-(wo)man operation at their customer service and they don't have the authority to issue a refund or exchange until the warehouse gives them a go. Sales items are not refundable or exchangeable and we found that out the hard way last time. Nowhere was this stated on their site. And nowhere is it stated that underwear are not exchangeable either. A disgruntled employee's reply because s/he didn't wanna do the job? Maybe. Adam Lippes himself should take notice of his business operations.