RETURNS

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

• If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
• If you received the wrong item you can request a refund or a reshipment.
• If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.

We do not issue the refund if:

• Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
• Your order did not arrive due to exceptional circumstances outside the control (i.e. not cleared by customs, delayed by a natural disaster).
• Other exceptional circumstances outside the control

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges

If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorise you to do so.

SHIPPING

We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

How do you ship packages?

Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.

Do you ship worldwide?

Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.

What about customs?

We are not responsible for any custom fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

How long does shipping take?

Shipping time varies by location. These are our estimates:

Do you provide tracking information?

Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.

My tracking says “no information available at the moment”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

Q: What payment methods do you accept? A: At underwear.icu, we accept the following payment methods:

1. Credit Cards: We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. Your credit card information is processed securely using our encrypted payment gateway to ensure your details are safe.
2. PayPal: You can also choose to pay via PayPal, a trusted and secure online payment system. If you select PayPal at checkout, you will be redirected to the PayPal website to complete your purchase.

Q: Is it safe to use my credit card on your site? A: Yes, it is safe to use your credit card on our site. We use advanced encryption technology to protect your personal and payment information. Your credit card details are processed securely, and we do not store your card information on our servers. Q: Can I use PayPal without a PayPal account? A: Yes, you can use PayPal without having a PayPal account. When you are redirected to the PayPal website, you have the option to pay with a debit or credit card without creating an account. Q: What should I do if my payment is declined? A: If your payment is declined, please try the following:

• Double-check your payment details for any errors.
• Ensure your credit card has not expired.
• Contact your bank or credit card provider to ensure there are no issues with your account.
• Try using a different payment method.

If you continue to experience issues, please contact our customer support team at Eudizelll@outlook.com for further assistance. Q: Will I receive a receipt for my order? A: Yes, once your payment has been successfully processed, you will receive an email confirmation with your order details and a receipt for your records. If you do not receive this email, please check your spam folder or contact our customer support team. Q: Can I change my payment method after placing an order? A: Unfortunately, once an order has been placed, we are unable to change the payment method. If you need to make changes, please contact our customer support team as soon as possible to see if we can assist you.