We are committed to providing our customers with high-quality products and customer experience. If you have any issues with your item at all, please reach out to us and we will try our best to resolve your queries. We are flexible with exchanges.
FAQ
Am I able to exchange underwear items?
We can provide an exchange for underwear in limited circumstances. You’re welcome to exchange your underwear for a different size if it:
has not been worn,
has been tried on only over another item of clothing,
and has not been washed.
Can I exchange a pair of underwear I have tried on?
If you have tried the underwear on over another pair of underwear or pants, we can exchange them. If you have worn them, we are unable to exchange them for hygiene reasons.
We may be able to adjust your underwear for you
It’s my first time trying your undies…
If it’s your first time trying our underwear, we recommend measuring yourself prior to purchasing and check our size chart. We are also very responsive to messages and are more than happy to recommend a size for you.
Once you receive your undies we recommend you test the fit over another pair of underwear or pants. This way we are able to exchange for a different size if needed.
Refund & Exchange Policy
If you’ve changed your mind:
- We accept returns and exchanges on our items (exclusions apply) within 30 days of purchase. The items must be returned to us in a saleable condition, and you must have proof of your purchase.
- By saleable condition, we mean that the item is not used and is in the original packaging together with original manuals, labelling or any accessories provided at the time of sale.
- Refund of the original postage cost is generally not possible – a restocking fee of $9 is applicable.
Please contact us before posting your items back to our factory – we will need to confirm the exchange is possible before you return them. Items returned without first contacting us may not be able to be processed.
If the returned item is not in resaleable condition and does not meet the criteria above, we may not be able to process a refund.
Change of mind exclusions
We cannot provide a return or exchange for the below items for hygiene or health reasons:
- Underwear
- Swimwear
- Face masks
Returns or exchanges may be accepted in limited circumstances where the item:
- has not been worn
- has been tried on only over another item of clothing
- has not been washed
Damaged items
If your item is damaged significantly during shipping, or otherwise not fit for purpose we are able to provide a full refund, repair or replacement item. We reserve the right to decide whether to offer a repair or replacement.
You may be asked to provide a picture of the affected item. This will help us verify and trace the source of damage, and to follow up with the relevant parties.
Shipping Policy
Some of our items are made to order and may take up to 2 weeks to be made and packed. We pack and ship our orders on Mondays-Friday. The estimated time of delivery is from the time they are registered at the post office.
AusPost will automatically send tracking updates to your billing email address, and provide you with a more accurate delivery estimate. All parcels have tracking included.
There may be some shipping delays due to Covid-19, as there are limited numbers of international flights and higher postal demand during periods of lockdown. For more details on shipping times, you can use AusPost’s delivery estimate tool.
Shipping Methods
Standard
Standard postage parcels are sent through AusPost.
- Within Australia – 3-5 business days
- New Zealand – 7-12 business days
- United States – 10-15 business days
These shipping times may vary for rural and remote areas.
Express
Express postage parcels are sent through AusPost.
- Within Australia – 2-5 business days
- New Zealand – 5-8 business days
- United States – 7-12 business days
These shipping times may vary for rural and remote areas.
Free Shipping
Orders with free shipping are generally sent via AusPost standard postage, with tracking.
Shipping Addresses
It is the responsibility of the buyer to ensure the provided address on the order is correct. We may not be able to redirect the parcel if an incorrect shipping address is provided.
If using PayPal, please check that your address within your PayPal account is updated and correct. We are required by PayPal to ship to the exact address printed on the PayPal transaction receipt.
Parcels requiring to be re-posted will be done so at the buyer’s expense.