How do I know what my correct size is?

Frances Smily Lingerie is designed to be an easy fit, because most items are cut on the bias.  Everyone is built differently but here is a general guide to sizing....

Petite = 32A, Small = 32B & 34A, Medium = 34B & 36A, Large = 34C &36B

If you don’t see the size or color of the item that you want, you might be able to custom order it. If you would like to inquire about any products that you don’t see on our website, you can call us at  212-685-0864 or contact us here

What are my payment options?

We accept PayPal for purchases made over the internet - however, for phone purchases, we also accept Visa, Mastercard, and American Express- call us at 212-685-0864 to shop by phone.

Can I place an order over the telephone?

Yes, you can! We are available Monday through Friday, 10am-7pm to assist you with your order. We can be reached at 212-685-0864. Please be prepared with the items that you would like to purchase, and your payment information. We may also have some great suggestions of items that are not available on our website!

When will my order be shipped?

In stock items will generally be shipped within 1-3 business days. Orders placed over the weekend will be processed on Monday.  If your order is custom-made it will take approximately 7 - 14 days to prepare - however if you need something for a special occasion or a particular date, please contact us and we will do our very best to rush it out to you!  All back-ordered items will be shipped as soon as they become available.  Feel free to contact us anytime for an update of your order status!

How do you ship orders?

We ship Priority Mail, shipping cost varies according to location and the size of the package.  The exact shipping cost will be added to your cart at checkout. Shipping within the US normally takes 2-3 business days. International shipping usually takes 7-10 days - international customers, be patient!

Can I track my order?

Once your order has been shipped, you will receive an e-mail confirmation with a tracking number. 

What is your return policy?

We love all our customers and want you to be happy with your purchase! We will gladly exchange your items for exchange or store credit but, due to the custom-made nature of our product, we do not offer refunds.  All items must be returned in the original packaging with all labels attached.  Any items with obvious signs of wear cannot be returned.  

We encourage you to use certified or insured mail, as we cannot be responsible for items lost in the mail. Please contact us first to let us know the reason for the return and let us know if you are exchanging the item, your size details etc.  Don't ship anything back without first contacting us here.

All panties, and sale items are final sale and no returns will be accepted.

To view our complete return policy, please click here.

How do I return something?

To return an item, email us to let us know it's coming back & what you want to happen (an exchange of size, an exchange of garment, or a store credit)- we don't get very many returns, so we'll be quite surprised!  Then just send it back with a copy of your invoice (if possible) and the item you wish to return.  Shipping fees will not be included in the credit.

Please address all returns to:

Frances Smily Lingerie

1200 Broadway, #4F

NY NY 10001

Click here to view our complete return policy.

How do I exchange something?

Just let us know, we would be happy to exchange it for you.  You are responsible for the cost of shipping the item back to us, but we will ship the exchanged item back to you free of charge.

Who pays for return shipping?

 If you would like to make a return, you are responsible for the cost of shipping. It may take 5-10 business days to process your return, exchange and ship the new item.

How do I subscribe to your mailing list?

If you would like to hear about promotions, sales, new arrivals, upcoming events, and more, sign up for our mailing list! At the top of every page of our website you can sign up or you can e-mail us at customerservice@francessmilylingerie.com or contact us here and let us know that you would like to be added.

Where is your store located, and when are you open?

Do you have a catalog?

We do have a catalog available for wholesale customers only.  We have many items from our collections available on our website.   If you are looking for a specific item that you have seen elsewhere but do not find it on our website, you can email us or call us at 212-685-0864 and we may have it available to order.

How can I make a comment or leave you feedback?

We would love to hear from you! If there is something that you would like to see on the website or have any comments or feedback for us, please feel free to e-mail.us.  Remember, if you have an issue, or a question about something, or even a compliment, contact us right away.  Our goal is !00% customer satisfaction!

Can I place a special order?

If you do not see the size, color, or style that you are looking for we may be able to make a special order it for you. Please let us know exactly what you are looking for and we will be happy to try and accommodate you, if possible. 

What is the best way to wash my lingerie?

We recommend Dry Cleaning for most of your Frances Smily Lingerie silk purchases. That's because water can change the shiny appearance of our beautiful silk charmeuse and shrink the silk chiffon.  For small items such as panties, please hand-wash - your delicate items don't stand a chance against the rough agitation of the washing machine. The fabric may tangle, crease or bunch up. Soak the panties for about half an hour in lukewarm, soapy water before rinsing.  Avoid hot water which will shrink natural fibers. If you absolutely must machine wash, put all like items in a mesh lingerie bag -- and wash on the delicate cycle.  Drip dry - do not put in the dryer!  You may need to touch up with a warm iron to restore the shape of the laces and bows.....