FREQUENTLY ASKED QUESTIONS
My order status
Log in to your account/My Orders and you will be able to see the status of the preparation and tracking in real time. If your order is already prepared but not tracked, it is because the shipping agency has yet to document it. You will see the tracking in the next few days.
If your order has been ready for more than 72 hours and you have not received tracking information, please contact us so that we can give you more information.
Order wirh multiple deliveries
For logistical reasons, garments from the same order may be shipped from different warehouses. If your order involves multiple deliveries, you will see the following message when you view your order in your account:
“Items in your order will be sent from different warehouses so you will receive them in separate packages.”
You will also be able to see the status of each delivery and which garment(s) is/are included.
Frequently asked question
Use this text to answer questions in as much detail as possible for your customers.
Frequently asked question
Use this text to answer questions in as much detail as possible for your customers.
Delivery address error
If you have registered an incorrect delivery address and your order is not yet ready, you can request a change via the online form.
Non-returnable items
- UNDERWEAR: boxer shorts and socks without the security seal.
- TAILOR-MADE AND CUSTOMIZED ITEMS: garments that have
been altered or adapted.
THE OUTLET
Shipping costs remain the same as for the rest of the products on the website.
Purchases of the Singles' Day promotion cannot be redeemed or used to accumulate credit. As these are items from previous campaigns, you can request a refund of the garments, items cannot be exchanged for another size.
The return period is 30 calendar days from the date you receive the order. The return can be made through our Physical Stores or through our website.
Delivery time is 5 to 10 working days.
ORDERS
ECO Receipt
What is it?
The eco receipt is the electronic receipt associated with your online order.
What is it for?
It is used to manage any exchange or return both.
Where do I find it?
You can find it in your account dashboard under ORDERS or via the shortcut in the order confirmation email.
Order tracking
How can I find out the status of my order?
- Go to ORDERS in your account and search for the specific order you are waiting for. You will be able to see its status in real time.
- As soon as it is ready, you will receive an email with the tracking number. If it has been recently prepared, you will be able to track it the next day, once registered by the courier.
Change your order
I’ve ordered a garment or size that I don’t want. Can I change it?
We cannot change your order, but if it is not yet ready, we can cancel it so you can place a new one. Ask to cancel here.
Cancel your order
I want to cancel my order. How do I do it?
If your order is not yet ready, request to cancel it here. If not possible, once you receive your order, you can return it.
Incident with an item in my order
I’ve received an item I did not order, what can I do?
Please get in touch with us via the online form by selecting "Incident with my order" so that we can provide you
with the best possible solution.
I’ve received a faulty item, how do I exchange it?
We are sorry to hear that you received an item in this condition. You can return or exchange the item online, select the exchange option, indicating the reason for return, "The item is faulty." Select the same item again so we can send it to you as soon as the garment is in our warehouse.
DELIVERIES
My order status
View your account to see your order status..
Delivery methods
Shipping cost- 3,95 £
Free Delivery for orders £80 and over
We will send a confirmation email with tracking number as soon as your order is prepared. View your account to see the tracking details for each order.
Delivery time
Our delivery times range from 5-7 working days. Please note that this period is extended during promotions and
sales periods and over Christmas.
If you select home delivery, choose an address where there is always someone in.
Delivery costs
Shipping cost- 3,95 £
Free Delivery for orders £80 and over.
Customs charges are to be borne by the customer.
Frequently asked question
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Incident wirh my order delivery
My order is not being tracked
If your order is not being tracked even though it has been ready for more than 72 hours, please contact us via the online form selecting "Incident with my order".
The courier informs me there is a problem with my order.
Don't worry, leave it to us. Tell us the problem and we will manage it will the courier to speed up the process.
My order is being held at customs due to lack of documentation.
Our customs procedures are automatic. If you are given this information by the courier, please let us know in case there is an error in your order documentation.
RETURNS
Returns policy
You have 30 calendar days from receipt of your order to make a return or exchange.
Processing a return
Where can I make a return?
The customer is responsible for all shipping costs associated with returns or exchanges.
Go to our returns page and follow the steps.
Resolution of a return
REFUND
As soon as the returned item arrives at our logistics centre, it will be registered and reimbursed. We will send you a confirmation email and the money will appear in your account within approximately 3 days.
As soon as the returned item arrives at our logistics centre, it will be registered and you will receive an online gift card for the amount of your return via email.
EXCHANGE
If you have requested a different size or are exchanging faulty items, as soon as the package arrives at our logistics centre, we will arrange delivery of your replacement order.
If there is no stock available for an exchange, we will arrange a refund.
Return conditions
Which items are non-returnable?
- Boxer shorts
- Socks without their seal
- Gift card used at any time
Will I be refunded delivery costs if I return the order?
Costs incurred to deliver the order are non-refundable. However, if you receive a faulty item for which you paid
delivery costs and wish to return it for a refund, delivery costs will be refunded.
How should I organise my return?
- Returned items must include both the inside and outside labels.
- Place the items in a box or
bag (preferably in the same one as its delivery). - Print the order’s eco receipt from your account dashboard or the order confirmation email and include with the package.
- Process the return in the
dashboard and follow the steps indicated in the email you will receive subsequently.
PAYMENTS
Payment methods
Amazon payments, American express, Apple pay, Bizum by MONEI, Google pay, Klarna, Maestro, Master, Paypal, Revolut Pay, Shopify pay, Unionpay y Visa.
Frequently asked question
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Refunds
The refund is made to the same payment method used for the purchase.
I received an email confirming the refund, but it has not shown up in my account, is there an error?
Please don’t worry. The refund is not immediate; depending on your bank, the amount may show up in your account within 72 working hours, but sometimes it can take up to 15 days.
I have cancelled the card I made the purchase with,
what do I do to receive my refund?
If your account number remains the same, the refund will still reach you.
I have closed my bank account, how can I receive my refund?
If you have another account with the same bank, the refund will still reach you.
If you do not have another related account, please contact us with proof of the account closure and we will make a bank transfer to the IBAN you specify.
I want an online gift card with the refund amount,
how should I indicate this?
When you process your return, the account dashboard will give you the option to receive the refund via an Online Gift Card that you will receive by email.
Retentions
I have placed an order and I have been charged twice, what should I do?
Occasionally, the bank generates a withholding amount for the order and it is reflected in your account as a
double charge. Actually, it is only a retention that will disappear after 24/48 hours. Double check you have not placed 2 orders, as in this case you will have to cancel one of them via our form.
Discount codes
You have sent a code to my email, how do I redeem it?
Remember that every coupon has associated conditions (minimum purchase amount, expiry date...). If you do not fulfill them, the code will be invalid.
Add what you want to buy to the cart and select finalise purchase. On the right, you will see the box where you have to enter the code you’ve received:
Click on "Apply" and you will see the final price with the discount applied.
I am a loyal customer, I’ve just had my birthday and I haven’t received any benefits. What’s happened?
- Your birthday is not included in your customer profile or you registered on the same day or after that date.
- The email has gone to your Spam folder, please check!
I meet the discount code requirements, but it doesn't work. What should I do?
E-mail us a screenshot of the error with the code visible, so we can help you. Remember you must be logged into your account to use it.
If I return an order for which I applied a discount code, can I get the code back?
Fixed discount codes have only one use, so if you return the garment you will be refunded what you paid for it and the code will be disabled.
FAQs
Availability
Online: if the size you want is out of stock, select "Let me know when it’s available".