By using this website or placing an order, you agree to these Terms of Service and the policies linked from this page.

These terms are designed for normal retail customers buying products from our website. If anything on this page conflicts with a right you have under UK consumer law, your legal rights will apply.

We may update these terms from time to time. The latest version published on this page will apply from the date shown at the bottom of the page.

Trunks & Boxers is a trading name of Kaizen Tech Limited.

• Company number: 06774606
• VAT number: GB287332089
• Email: contact@trunksandboxers.co.uk

We use email as our official customer care channel. This helps us keep a clear written record of order questions, delivery issues, returns, refunds and customer support.

We try to describe and display products clearly, including brand, style, size, colour, pack quantity, material information and product images where available.

Product colours may appear slightly different depending on screen settings, lighting, device type and supplier photography. Small colour differences are not normally treated as a fault.

Product packaging, labels, branding, shade names or minor design details may occasionally vary where the brand or supplier updates the product, provided the item remains substantially as described.

Prices are shown in GBP and may change from time to time. Delivery charges, where applicable, are shown during checkout before you place your order.

Discount codes and promotions may have conditions, including expiry dates, minimum spend rules, excluded products, one-code-only rules or non-combinable offer rules. A code must be valid and applicable at the time it is used.

If you placed an order and forgot to apply a discount code, please email us as soon as possible with your order number and the code you intended to use. If the code is still live, valid and applicable to the items ordered, we will do our best to apply it retrospectively and refund the eligible difference.

If a price, offer, product listing or promotion contains an obvious error, we may correct the error, cancel the affected order, or contact you before dispatch.

When you place an order, you are making an offer to buy the products in your basket. After you place an order, you may receive an order confirmation email. This confirms we have received your order, but it does not always mean the order has been accepted for dispatch.

We may review stock availability, payment status, delivery details, customer information and security checks before accepting and dispatching an order.

We may contact you by email if we need to check information before dispatch. If we cannot resolve an issue with the order, we may cancel it and refund any payment taken.

We may refuse, cancel or hold an order where there is a reasonable reason to do so. Examples include:

• The product is out of stock or unavailable
• Payment is not authorised, is reversed, or cannot be verified
• Billing, delivery or contact details appear incomplete, incorrect or inconsistent
• The order is flagged by our systems or payment providers for security review
• We need reasonable verification and it is not provided
• There is an obvious pricing, product or stock error
• The delivery address is unavailable, restricted or not serviceable
• We believe the order is not for normal retail use, including possible resale or misuse of promotions
• There is evidence of previous misuse, repeated unsupported claims, abusive behaviour or attempted fraud

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order, unless a different process is required by the payment provider or by law.

Payments are handled securely by approved payment providers. Depending on the payment method selected at checkout, this may include services such as Shopify Payments, Shop Pay, PayPal, Klarna, Clearpay, card processors or other payment services available on our website.

We do not receive or store your full credit or debit card details on our website. Payment providers process the payment information needed to authorise, protect and complete the transaction.

Payment providers may also carry out fraud-prevention, identity, security or transaction checks where needed to process payment safely.

We aim to dispatch orders as quickly as possible, but dispatch and delivery times are estimates and may be affected by stock availability, payment checks, busy periods, courier delays, bank holidays or events outside our control.

Delivery options, charges, destinations and important delivery information are explained on our Delivery Information page.

Please make sure your delivery details are correct before placing your order. If delivery details are incorrect, incomplete or unclear, delivery may be delayed, returned, cancelled or require further checks.

Where a parcel is 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.

If tracking shows delivered but you cannot locate the parcel, please contact us promptly with your order number and details of where you have checked. We may ask you to check safe places, neighbours, household members, reception areas or courier delivery photos.

For more detail on how we review delivery concerns, please see our Customer Resolution Guide.

Returns, refunds and exchanges are handled in line with our Return Policy, Refund Policy and Customer Resolution Guide.

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

If a return is approved and 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 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.

If there is an issue with an order, item, parcel, delivery, return or refund, please contact us by email at contact@trunksandboxers.co.uk. Please include your order number, the name and email address used for the order, a clear explanation, and photos where relevant.

Photos of the item, packaging, barcode, parcel label, delivery condition or all contents received may help us review the issue properly.

We may need to check order records, packing information, tracking evidence, product photos, returned item condition or payment records before confirming an outcome.

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

You must not misuse our website, offers, discount codes, review systems, returns process, customer care process or payment methods.

Where information is incomplete, inconsistent with tracking, or repeated issues are raised without supporting evidence, we may need to carry out additional checks. In some cases, we may refuse discretionary goodwill, require further verification, restrict future orders or take other reasonable steps to protect our customers and business.

You agree to use our website lawfully and not to interfere with its security, operation, checkout, accounts, stock systems, content or services.

If you create an account, you are responsible for keeping your login details secure and for activity carried out through your account. Please contact us if you believe your account or order information has been used without permission.

If you send us photos, messages, reviews or other content, you must make sure it is accurate, lawful and does not include unnecessary personal information about other people.

We may use customer messages, photos or order evidence to investigate and resolve order issues. Reviews may be published through our review providers where submitted through the review process.

We may remove or report content that is abusive, misleading, unlawful, threatening, spam, irrelevant or not connected to a genuine customer experience.

We are responsible for providing goods and services in line with our policies and legal obligations. Where a refund or reimbursement 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, travel, fuel, parking, loss of earnings, inconvenience payments, or compensation beyond the value of the goods and delivery service paid for.

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

We are not responsible for delays or failures caused by events outside our reasonable control. This may include courier disruption, severe weather, strikes, system outages, payment provider issues, supplier delays, customs delays, security incidents or other unexpected events.

Where this affects your order, we will try to keep you informed and resolve the matter fairly.

We use customer information to operate the website, process orders, arrange delivery, manage returns and refunds, provide customer support, prevent misuse and meet legal or accounting requirements.

Please read our Privacy & Security page for more information about how we handle customer information.

These Terms of Service are governed by the laws of England and Wales. If you live elsewhere in the UK, you may also have rights under the laws that apply where you live.