frequently asked questions
Delivery & Tracking
How much does delivery cost? We offer Free Standard UK Delivery on all orders over £50. For orders under £50, Standard Delivery (2-3 working days) is £3.99. We also offer Next Day Delivery for £4.99, and Premium Next Working Guaranteed Delivery for £9.99.
When will my order be dispatched? If you select Next Day Delivery, you must place your order before 11 PM for it to be dispatched the same day. Orders placed after 11 PM, or over the weekend, will be dispatched the next working day.
How do I track my order? Once your order has been processed and dispatched from our warehouse, you will receive an automated email containing your Royal Mail tracking number. You can use this number on the Royal Mail website to follow your parcel’s journey.
My order hasn’t arrived yet. What should I do? Please check your Royal Mail tracking link first. If your order is significantly delayed, or if you live in a remote area (like selected Scottish postcodes) and 48 hours have passed beyond your expected delivery date, please contact our support team with your order number.
Returns & Refunds
What is your returns policy? We offer a 28-day return policy. Items must be returned in their original, unused condition, with all tags attached, and must include the completed returns form supplied with your order.
Are returns free? No, we do not offer free returns. Return shipping costs are the responsibility of the customer. We strongly advise using a tracked postal service, as we cannot be held liable for returned items lost in the post.
Can I return any item? For hygiene reasons, underwear can only be returned for a change of mind if it is unworn, unused, unopened, and in its original sealed packaging with all hygiene seals intact. Once underwear packaging or hygiene seals have been opened or removed, we cannot accept the item back for a change-of-mind return.
How long does it take to get a refund? Once our warehouse receives your returned parcel, we aim to process the refund within 1 week. After we process it, please allow 5-10 working days for the funds to appear in your account, depending on your bank’s processing times.
Can I exchange an item? The fastest way to exchange an item is to return your original purchase for a refund and place a new order for the desired item.
Orders & Account
Can I cancel or change my order once it is placed? We process orders very quickly to ensure fast delivery. If you need to cancel or amend your order, please contact us immediately. Once an order has been dispatched, we are unable to make any changes, and you will need to follow our standard returns process.
What should I do if I receive a faulty or incorrect item? We apologize if this happens! Please contact our customer support team within 48 hours of receiving your order. Provide your order number and photos of the fault or incorrect item, and we will arrange a free replacement for you.
Payments & Security
What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay and Google Pay.
(Note: Because the specific text you asked to replace previously included your policy on sale items and faulty items — “We also do not accept returns on sale items. The only exception is if the product arrives faulty…” — that language has been completely overwritten by your new underwear policy snippet. You may want to add a separate FAQ question for sale items if you still do not accept returns on them!)