Refund policy

Underwear is an intimate product. We do not offer change-of-mind returns or size exchanges for worn or washed items. Where a sealed product is excluded from return for health or hygiene reasons under applicable law, breaking that hygiene seal can remove the change-of-mind return right.

Unworn, unwashed items

Contact us within 14 days of delivery if you wish to return an unworn, unwashed item with its original tags and any supplied hygiene seal intact. We will provide return instructions for our registered Hong Kong address. Do not send returns to the Guangzhou dispatch warehouse. Return postage for a change of mind is paid by the customer unless the law requires otherwise. Please retain proof of return.

EU and UK cancellation rights

Where a statutory withdrawal right applies, notify us within 14 days of delivery and return the goods within the following 14 days. The hygiene exception applies only where legally applicable; ordinary packaging alone is not treated as a hygiene seal. Your mandatory consumer rights take priority over this policy.

Faulty, damaged, wrong or misdescribed items

Contact us with your order number and a photo of the item or packaging. You do not need to send a photo of yourself wearing underwear. We will arrange the remedy required by applicable law, including replacement or refund where appropriate. We cover necessary return and replacement delivery costs for our error or a confirmed fault. Hygiene restrictions and the voluntary 14-day window do not remove statutory rights for faulty or misdescribed goods.

Refunds

Refunds are made to the original payment method. Where applicable, standard outbound shipping is refunded as required by law. We process statutory cancellation refunds within the required period and may await the returned goods or evidence of return where permitted. Payment-provider processing time can vary.

Start a return or report a problem through our contact form. Include your order number so we can locate the order.