If there is a problem with your order, please contact us directly before leaving the matter unresolved. The best ways to contact us are by email at contact@trunksandboxers.co.uk or by using our Contact Form.

Please include your order number, the name and email address used for the order, and a clear explanation of the issue. Where relevant, please also include photos of the item, packaging, barcode, parcel label or delivery condition.

Using our official customer care email or contact form helps us keep a clear record and review the matter properly. Messages sent through social media, unrelated email addresses or other channels may be harder to trace, match to an order, or resolve quickly.

Our customer care team normally replies Monday to Friday within 24 working hours. Messages received after 3pm on Friday, during the weekend, or on a bank holiday will usually be reviewed on the next working day. We may reply sooner where possible, but our standard response times are based on working days.

When your order arrives, please check the items carefully before wearing, washing, removing tags, cutting labels, opening sealed packaging, or disposing of the parcel packaging.

This is especially important for underwear, socks and multipacks, where packaging, labels, barcodes and product condition help us confirm what has been supplied.

If something does not look right, please contact us before using the item.

• Your order number
• A clear explanation of the issue
• Photos of the item
• Photos of the product packaging, barcode or label
• Photos of the outer parcel if the delivery appears damaged or incomplete

For hygiene reasons, underwear cannot be returned, exchanged or refunded once it has been opened, worn, washed, altered, or removed from its original condition.

Underwear cannot be returned, exchanged or refunded.

If an item is faulty, damaged, incorrect, or not as described, please contact us before use so we can review it properly.

Where a problem is reported before use, we will review the details and, where appropriate, offer a suitable resolution such as a replacement, refund, return label, or further review.

Please also see our Return Policy and Refund Policy.

For non-underwear items such as T-shirts, loungewear, socks and accessories, our normal Return Policy and Refund Policy apply.

Items should be returned unworn, unused, unwashed, undamaged, with tags attached where applicable, and in their original packaging. For hygiene and resale reasons, we may not be able to accept items that have been worn, washed, damaged, marked, altered, opened where hygiene or packaging is relevant, or returned without their original condition being preserved.

Please email us first before sending anything back. Items returned without approval may be delayed or may not be accepted.

If you placed an order and forgot to apply a discount code, please contact us as soon as possible by email at contact@trunksandboxers.co.uk.

Please include your order number and the discount code you intended to use. If the code is still live, valid and applicable to the items in your order, we will do our best to apply it retrospectively and refund the eligible difference.

Expired codes, codes that do not apply to the products ordered, minimum-spend promotions, excluded items, one-code-only offers, or promotions that cannot be combined may not qualify for a retrospective adjustment.

For non-underwear items such as T-shirts, loungewear, socks or accessories where size options are available, we may be able to offer a size exchange if the item is eligible for return.

The item must be unworn, unused, unwashed, undamaged, in its original condition, with tags attached where applicable, and returned in its original packaging. This does not apply to underwear, which cannot be returned, exchanged or refunded for hygiene reasons once opened, worn or removed from its original condition.

If we supplied the correct size as ordered and you would like to exchange for a different size, please email us first for approval before sending anything back. You will need to return the item using a fully tracked postage service at your own cost.

Once the item is received and checked by our team, we will confirm whether it is eligible for exchange. If the requested replacement size is available, we will send you a payment request for the £4.99 reposting charge. Once this is paid, we will dispatch the replacement item.

If the requested replacement size is not available, we will refund the eligible product cost in line with our Return Policy and Refund Policy.

Original delivery charges are not normally refunded for size exchanges or change-of-mind returns where the correct item was supplied, unless required by law or our policies.

Please email us for approval before sending any item back. Items returned without approval may be delayed or may not be accepted.

If a return is approved, please package the item securely to help prevent damage in transit. If we provide a prepaid return label, please use the label provided. If you are arranging your own return, please use a fully tracked service and keep proof of postage.

We cannot issue refunds for returned items lost in transit without proof of postage. For valuable items, we recommend using adequate postal insurance when arranging your own return.

If a return is needed because of a confirmed fault or an error on our part, we will normally provide a prepaid tracked return label where reasonably possible, or agree a reasonable return method with you.

Our responsibility is to cover the reasonable return postage needed to resolve the order issue where our confirmed fault or error requires a return. We do not reimburse additional personal expenses such as time, travel, mileage, fuel, parking, or other associated costs.

All returned items are inspected before a refund, replacement or exchange is processed. If no fault is found, we may return the item to you at your expense or apply a reasonable handling or restocking charge where appropriate.

Fit can vary between brands and styles. A medium in one brand may feel different from a medium in another. Trunks, boxer briefs, briefs and woven boxers are also designed to fit differently.

• Trunks usually have a shorter leg and closer fit
• Boxer briefs usually have a longer leg and supportive fit
• Briefs have a traditional cut with less leg coverage
• Woven boxers are looser and more relaxed
• Slim-fit T-shirts may feel closer to the body than regular-fit styles

If the item is underwear and has been opened or tried on, we cannot accept it back for hygiene reasons unless there is a genuine fault reported before use.

If you are unsure between sizes or brands, we recommend checking the product description, size guide and style guide before ordering.

We do our best to show product colours accurately, but colours can appear slightly different depending on screen brightness, device settings, lighting and supplier photography.

Small colour variations are not normally treated as a fault.

If you believe you received a completely different colour from the item ordered, please contact us before use and send clear photos of the product, packaging and barcode.

If an item appears to have a visible fault, hole, tear, stitching issue or damage, please contact us before wearing or washing it.

• A clear photo of the issue
• A full photo of the item
• A photo of the product label or barcode
• A photo of the packaging
• Your order number

Once reviewed, we may offer a replacement, refund, return label, or further review depending on the issue.

Items that have been worn, washed, altered, or damaged after use may not be eligible for a refund unless the issue is confirmed as a manufacturing fault.

If you believe the item supplied does not match your order, please contact us before opening, wearing, washing or using the product.

• A photo of the item received
• A photo of the product packaging or barcode
• A photo of your packing slip if available
• Your order number

We will review the item against your order. If we have made an error, we will work to put it right. Depending on the situation, we may arrange a replacement, refund, or return label.

Some multipacks are folded tightly or packed in a way that can make the contents difficult to see at first. Please check the full pack carefully before opening, wearing, washing, or disposing of the packaging.

If a multipack appears incomplete, please contact us before using any item.

• A photo of the full pack
• A photo showing all items received
• A photo of the packaging and barcode
• A photo of any seal or outer wrapping
• Your order number

We will review the evidence and investigate with our warehouse records where possible. If a shortage is confirmed, we will work to resolve it fairly.

If a parcel arrives damaged, open, resealed, or appears incomplete, please contact us as soon as possible and keep all packaging until the issue has been reviewed.

• Photos of the outer parcel
• Photos of any damage, tape, resealing or opening
• Photos of the delivery label
• Photos of all contents received
• Your order number

This evidence helps us review whether the issue may have happened before dispatch, during transit, or after delivery. Without packaging photos, it may be difficult to review the matter properly.

If the courier tracking shows delivered but you cannot locate the parcel, please contact us promptly so we can review the tracking information and assist with courier checks where appropriate. Please also see our Delivery Information.

Please check:

• Your safe place
• Your porch, shed, bin area or reception
• Neighbours
• Other household members
• Building concierge or parcel room
• Any delivery photo, GPS information or delivery notes shown by the courier

Please contact us with your order number and details of where you have checked.

Where the parcel was delivered to a customer-nominated or customer-authorised safe place, neighbour, reception area, concierge, or another person/location identified by the customer to receive the parcel, we may need to review the tracking evidence carefully before any replacement or refund can be considered.

We will assist with reasonable courier checks where appropriate, but each case depends on the delivery evidence available.

Sometimes an order may be sent in more than one parcel. This can happen if items are stored separately, packed at different times, or dispatched in separate shipments.

If your order arrives incomplete, please check your dispatch emails and tracking information. A second parcel may still be on the way.

If you are unsure, contact us with your order number and we will check the order for you.

We ask for photos and supporting information because they help us resolve issues faster, more accurately and more fairly.

Evidence helps confirm:

• What item was received
• Whether the item matches the order
• Whether a product issue is visible
• Whether packaging was damaged
• Whether a multipack appears incomplete
• Whether a courier review may be needed

This protects genuine customers and helps us prevent mistakes, misunderstandings and misuse of the resolution process.

We treat customers fairly and respectfully, and we ask customers to do the same.

Where an issue is supported by clear evidence, we will review it properly.

Where information is incomplete, inconsistent with tracking, or repeated issues are raised without supporting evidence, we may need to carry out additional checks before offering a resolution.

In some cases, we may refuse discretionary goodwill, require further verification, or restrict future orders where there is evidence of misuse.

We are responsible for resolving genuine order issues in line with our policies and legal obligations. Where a refund is due, it will be reviewed in relation to the relevant order, item, delivery service and circumstances.

The maximum refund or reimbursement we provide will not exceed the total amount paid to us for the relevant order, unless a different amount is required by law.

Where only part of an order is affected, the refund may relate only to the affected item or eligible part of the order, plus any applicable delivery charge where required by law or our policies.

We do not cover indirect or consequential losses such as:

• Time taken to contact us
• Travel costs
• Fuel costs
• Parking costs
• Loss of earnings
• Inconvenience payments
• Compensation beyond the value of the goods and delivery service paid for

Nothing in this guide limits or excludes any legal rights or remedies that cannot be limited or excluded under UK consumer law.