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Fantasy Collection

Frequently Asked Questions

Quick Question?
Click to Email Us or Call Toll Free: 888.856.6466

  • What payments do you accept?
    We accept payments Visa/MasterCard/Discover through the Authorize.net secure payment process and all forms of payment with PayPal and Pay by Phone (888.856.6466). To pay with PayPal you do not need to have a PayPal account. Simply follow the Guest Checkout Procedure to the left of the log-in request.

  • Is it safe to use my credit card on-line?
    Your credit card information gets entered securely through the Authorize.net or Paypal's secure site. We do not see your credit card information or store your personal information.
    View our Privacy Practices

  • It looks like FTH Lingerie has charged my credit card TWICE...Why is that?
    Your credit card probably has NOT been charged. Your card was probably only AUTHORIZED. We usually DO NOT charge our customer's card until we ship the order. When you place an order with us, our payment system automatically contacts your credit card's computer to let your credit card company know that there is a PENDING sale on your card number. The credit card company's computer then notifies the computer of the Bank that issued your credit card to you. At this time your bank reserves the dollar amount of the purchase you made with us to insure that the funds will be available when we finally charge your card. This reserving of funds done by your bank is called an AUTHORIZATION. Many bank computers are not able to give a detailed statement to you to indicate that this is an Authorization...instead they just list it as a Debit or Charge. Many bank customer service employees are not trained to distinguish an Authorization from an actual Charge. The "double" charge will usually clear itself in 5-7 business days depending on the bank's procedures.

  • My credit card was declined, but the charge is showing on my credit card. What happened?
    You have not been charged. The "charge" that is appearing on your account is called a pending hold. We understand that this is a frustrating situation for you as well as the entire ecommerce industry. Pending holds are the way banks verify billing address information and hold onto funds for any online transaction that has been submitted for approval. Whenever you place an order online, the funds are first verified by your bank prior to the address verification. Once you submit your credit card information for approval, your bank/credit company checks to verify the amount of money available. If you have enough funds, then an authorization code is given and the money is placed on hold. Once your funds are verified, then all of the billing information entered is verified with an avs - address verification system. If your information is not exactly how your bank/credit company has it on file, then your order will not process. It may appear that the charge was processed - when it is only a pending authorization. This pending transaction will clear itself in 5-7 business days depending on your bank's procedures. An error message will appear online stating: avs mis match: the billing address provided does not match the billing address on file with your credit company. You can then go back and edit the information that you had previously entered as your billing address.

  • My credit card was declined! I don't understand? I know I have enough funds to cover my purchase!
    More than likely your credit card was declined due to an AVS mismatch - meaning the billing address that you entered does not match the one that is on file with your bank. Please check your billing address as it did not match the address that is registered with your credit card company. If you are a student, away from home, your billing address is probably your home address. Make sure you note the different billing address (vs. shipping address) when making online payments.

  • Explain your price guarantee?
    We guarantee that we have the lowest prices you can find on high quality lingerie. If you can find the same item selling at a lower price - contact us and we will credit your order for the price difference when it is processed. This offer is not valid on PRIOR purchases.View our price guarantee.

  • Do you charge sales tax?
    Only if ordering from the state of New Jersey. Tax will automatically be calculated for you at the time you place your order. Although New Jersey does not charge state sales tax on most clothing items. Jewelry, toys and some accessories are subject to tax.

  • My credit card was declined but I checked my bank transactions and it appears that the money was taken out. Why was I charged and my order not processed?
    Your card was not charged. It was authorized by your bank but declined by our payment system because the billing address and/or zip code did not match the bank's billing statement address. Your bank authorized the transaction so that is why you may see a withdraw that may appear to be a charge from us. This temporary transaction will disappear in a few days depending on your bank's policy. Either way - we are unable to process your order or bill your credit card. Our practice is to bill your card when the order is shipped unless you pay with PayPal. In that case your card is charged right away and we make the necessary adjustments to your order later.

  • How do I get additional discounts?
    Select "Special Offers" on the bottom left side menu bar or select SPECIALS on the top menu in both stores to see additional offers and sales.

  • How often will I receive emails from you if I select the option to receive your promotions and special discounts?
    We value your privacy and will not overload you with unwanted emails. We will send out special offers and announcements about 4 times a year. You will have the option to opt-out of our emails at any time.
  • What do you do with my email address?
    We truly value your privacy and we will not use your information for any other purpose other than what you have authorized. We do not resell your information. If you do not register to receive our special offers, your information is simply stored for the next time you visit. Your email address is used to send you information regarding your orders.

  • What if I have a question? Who do I contact?
    The best way to contact for the quickest response is by email - contact@fromtheheartlingerie.com. We accept phone calls during our office hours Monday - Friday 9am to 6pm EST.
    Toll free Customer Service number: 1-888-856-6466. You can always reach us via email - contact@fromtheheartlingerie.com.
  • How do I know my size?
     We have sizing charts and sizing information in our Sizing page. See Sizing Information.
  • What is the quality of your Fantasy Lingerie Store line?
    Currently, all of the products listed in our Fantasy Lingerie Store are made by Elegant Moments. They are know for their unique and sensual design and low prices. Most of the fabrics are polyester and nylon unless stated otherwise. For the most part the lingerie is made for a night of fun and not necessarily lingerie designed for comfort and all day wear. If you are looking for lingerie designed for durability, quality and comfort - please visit our Sensual Lingerie Store which currently carries unique lingerie from around the world.

    If you are unsure about a specific item you are considering, please email us. We want you to be happy with your selections

  • Can I request a catalog?
    Unfortunately we do not produce catalogs. We select a multitude of lingerie items from many manufacturers. We put great effort in providing quality images and information on our website. If you have any specific questions on any particular item that you are looking at - please let us know and we will be happy to assist you.

Question not answered here? Contact us now.
or Phone: 1-888-856-6466

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