Where are you located?
We are located in Michigan, in downtown Birmingham's Shopping District, easily accessed from all over metro Detroit. We are about two blocks west of Woodward Avenue and about one block east of Old Woodward. If you are traveling from Detroit, Grosse Pointe, or other Eastside locations, you can travel north on I-75 and, taking the I-696 exit for Woodward Avenue and continuing north to Maple Road. If you are traveling from Dearborn, Novi, Livonia or other Westside locations, you can take I-96 eastbound to I-696 and exiting Woodward Avenue and continuing north to Maple; or M-39/Southfield freeway continuing on Southfield Road then east on Maple; or M-10/Lodge, exiting on Lahser then east on Maple. Oh yeah, the address is 303 East Maple, Birmingham, MI 48009 if you'd rather type it into your map!
What is your return policy?
Due to the intimate and delicate nature of our products, we have a limited returns policy. Please make sure you have read and understand it before making a purchase.
Additionally, this is a very small business with a limited inventory, often carrying only one of each available size in a particular style. We also care deeply about the environmental impact of excessive shipping. Please consider these factors when placing your order if you do not intend to keep what you've ordered. We are available and eager to help you find the right fit, color, style, etc. so please do not hesitate to reach out for personalized customer service! If we can't answer right away we'll always follow up with your provided contact information within 24 hours.
Requested returns must meet the following criteria:
1. Item(s) must be unworn, unwashed, undamaged and otherwise in their original condition with all original tags attached and with original packaging if applicable.
2. No makeup, deodorant, or other soiling present
3. No odors, including but not limited to body odor, perfume, or smoke
4. Is not a final sale item.
Final sale items that cannot be returned or exchanged:
- Sale/discounted items
- Bottoms (underwear/panties)
- Hosiery including socks, stockings, tights & leggings
- Body accessories including pasties, headwear, cuffs & collars
- For hygiene reasons, all returns are subject to rejection upon inspection of the item(s).
If item(s) meet the above criteria, the following additional conditions apply to return your online order:
You must notify us within 5 days of delivery if you wish to return your order. Item(s) must be in the mail no more than 7 days after delivery. Email us at email@example.com and include your name and order number in the subject line.
We can send you a return label for your convenience if you wish. The cost of return shipping will be deducted from your refund if accepted. We can provide you an estimate upon request, which is dependent on the weight and size of the return package. If you choose to arrange your own shipping, we strongly encourage you to send with a tracking number as we cannot be responsible for lost packages.
Refunds will be made to the original payment method only.
Refunds are processed after the items have been received in store and processed for salability. If it is determined that the item has been worn or damaged we will contact you to find out if you would like the item(s) returned back to you.
If the return is accepted we will issue your refund within 48 hours of receipt of the items. Depending on your payment method, you may not see the funds back in your account for up to 10 business days after we initiate the refund. Please contact your bank for any issues after you've received your refund notice from our store.
What is your shipping policy?
All US orders over $200 are eligible for free First Class shipping via USPS. If you require expedited shipping, there are options at checkout for purchase. Domestic shipments are through USPS unless otherwise purchased at checkout.
International shipments are via USPS, UPS, or DHL.
We will provide a tracking number once the shipping label has been created, within 48 hours of the order being placed if the item is in stock. We will contact you within 24 hours if there are any stocking or other issues with your order.
Shipping rates are determined at checkout based on the size of your order and your shipping destination.
Please be aware that for international shipments, Supernatural does not cover duties or other import costs of the destination country. The customer is responsible for those fees in addition to the shipping cost. We highly recommend UPS or DHL for international shipments as they are much better for tracking and expeditious delivery overseas. If an international package is returned to our store for any reason including nonpayment of duties, we will cancel your order and deduct from your refund any additional shipping or duties costs incurred from the package coming back to us.
The customer is responsible for return shipping and associated fees. We require a tracking number for all returned packages. Please contact us with your order number and reason for return within 5 days of your receiving the original package and before mailing your items back. We will indicate whether the return is approved or not within 24 hours of receiving your message. Please note that returns are subject to refusal upon inspection due to hygiene reasons.
Shipping costs are non-refundable.
Supernatural is not responsible for shipments lost in transit.
I am always hearing about how women are wearing the wrong bra size. How do I know if my bra doesn't fit?
It can be tricky to know all the ins and outs of bra fit! But, the short answer is that you should be comfortable. You know your own body best, after all. We love to help guide our customers into a style and size that will bring comfort, joy and long-lasting wear through education about how bras are designed to fit. If your straps are slipping, wires digging, band riding up your back, etc. it’s probably time for a fitting. For more details check out our blog post about how bras are designed to fit and see if it helps get you into a size that you're not dying to take off by the end of the day! Or give us a call, email, or visit and we’d be happy to help.
You are sold out of my size, can you order it for me?
Sometimes, please contact us for details. Some designs are made to order while others are from “signature” collections that are always available. Let us know what you desire and we will do what we can to accommodate!
When will you have a sale?
Extremely rarely. This is because we value the research, development, and overall work that goes into the products and the individuals who bring products from an idea to you, the end consumer. Therefore we do not follow the common model of frequently marking down our merchandise in order to quickly make way for more/new things. This is a practice that devalues the craftsmanship and humanity that goes into the work of creating an extremely precise and intimate garment that will last for years when properly cared for. Not to mention it is part of a wasteful practice that is extremely damaging to the environment. Supernatural is a small business that works with other small businesses who take great pride in bringing you the best possible design and quality in the world, while practicing a slow fashion approach that emphasizes quality over quantity.
Do I really have to hand wash everything?
You are of course free to care for your new lingerie however you choose. Hand washing & air drying are recommended because they preserve the life of your garments. You can machine wash many of the garments we sell in a lingerie laundry bag, and The Laundress provides an excellent resource for how to take care of different fabrics. To preserve the longevity of your lingerie we always recommend following the manufacturer’s instructions, which is usually to hand wash. I promise it’s not that hard or time consuming. Fill your bathtub, sink, or a large bucket with cool water and mild detergent (it is very important to use detergent that is made for delicates! Try this or this or even a castile soap like Dr. Bronner's). Let soak for 5-10 minutes maximum. Gently rub any soiled areas with a soft washcloth. Rinse, then lay on a clean towel, gently press out excess moisture, then hang dry. Do this about once every couple of weeks with bras, and once per wear with panties. Pro tip: if you have enough panties to get you through a few weeks, the less often you have to do laundry! JK, sort of…we know we can’t be the only ones with 30 pairs of underwear, right?