Returns, Faults & Order Resolution

We want customers to know exactly what to do if there is a problem with an order. This page summarises the main steps and links to our full Customer Resolution Guide.

Underwear returns

For hygiene reasons, underwear cannot be returned, exchanged or refunded once opened, tried on, worn, washed, altered or otherwise removed from its original condition.

Please check the style, size, colour, pack quantity, packaging and barcode before opening or trying on underwear. If anything appears incorrect, contact us before use.

This hygiene rule does not remove your statutory rights if an item is faulty, damaged, incorrect or not as described.

Wrong size or fit

If underwear has been opened or tried on and the size or fit is unsuitable, we cannot accept it back for exchange. Before ordering, use the individual product size information, our Underwear Fit Guide and our Underwear Finder.

Faulty, damaged or incorrect items

Do not wear, wash or alter the item. Email contact@trunksandboxers.co.uk with your order number and clear evidence so we can review the issue properly.

Useful evidence includes:

• a clear close-up photo of the fault or issue;
• a full photo of the item;
• photos of the packaging, label or barcode;
• for parcel damage, photos of the outer parcel and delivery label;
• for an incomplete multipack, photos of all items received and the full packaging before use.

Parcel arrived open, damaged or resealed

Keep all packaging and contact us as soon as possible. Send photos of the outer parcel, any damage or resealing, the delivery label and all contents received.

Eligible non-underwear returns and exchanges

Eligible non-underwear items must be unworn, unused, unwashed and in their original condition. Contact us for approval before sending anything back. If an approved size exchange is available, a £4.99 reposting charge may apply for the replacement item.

Return postage

If you arrange an approved return yourself, use a fully tracked service and keep proof of postage. If a return is required because of a confirmed fault or an error on our part, we will normally provide a prepaid tracked return label or agree a reasonable return method.

How quickly do we reply?

Our customer care team normally replies Monday to Friday within 24 working hours. Messages received after 3:00 PM Friday, at weekends or on Bank Holidays are normally reviewed on the next working day.

Read the full process in our Customer Resolution Guide.