Frequently Asked Questions
What is the fabric used for the products?
Our underwear is made with only the highest quality viscose from bamboo. It is a fabric derived from the fibers of the bamboo plant, processed and then used to produce our comfortable underwear.
What size should I take?
Please refer to our size guide here to find the perfect fit for you! We always recommend sizing up if you’re between sizes! Please contact us if you have any specific questions about sizing.
How do I take care of my products?
We recommend washing your Bamboo Underwear on a delicate cycle (cold water) and hanging it to dry. Do NOT bleach!
I would like to collaborate with you! How can I do it?
To submit a collaboration request, email us at email@example.com or on Instagram! Our team will take care of evaluating your request.
How long does it take to process an order?
Once your order is placed, our goal is to process it within 24 to 72 hours. During sales periods or holidays, due to a higher volume of orders, it is possible that the processing time is longer than usual. Rest assured that we will do our best to meet our goal!
Is it possible to change the delivery address?
Shipping addresses cannot be changed once your order has been placed. We will only ship to the shipping address entered when the order was originally placed. Please contact us right away if you have made a mistake when entering your shipping address.
I received a defective item, what should I do?
Write us by email at firstname.lastname@example.org, our team will take care of you as soon as possible. If possible, please attach a photo of the item in question and include your full name and order number. We will make sure to find a quick solution depending on the situation.
I forgot to add an item to my order; can I make changes before it ships?
Once your order is created, it gets processed right away and sent to the warehouse for shipping. To get your items shipped to you as fast as possible, we can't make any changes at this point. Just go ahead and place a new order on our website for anything else you’d like to add!
How long will it take to receive my order?
You will receive an email with a tracking number as soon as your order is shipped. Click on the link to track the progress of your shipment. It may take up to 48 hours to activate your tracking number. For more information about shipping, click here.
What do I do if my order appears to have been delivered but I haven't received it?
Please first make sure that the address on the confirmation email is correct. If there are no errors and the shipping status confirms delivery of your package, email us at email@example.com. We will start an investigation with our carrier!
Exchanges and returns
What is the return or exchange policy?
For an exchange or return, contact us at firstname.lastname@example.org for instructions. We will handle each case personally to ensure your complete satisfaction. The item must be returned within 30 days from the date of receipt. Returns and exchanges are accepted only if they are unworn, unwashed and in their original condition.
*Please note that items purchased during our sale will be FINAL SALE, and cannot be returned or exchanged*
I bought an item with a gift card, can I get a refund?
Gift cards are not refundable or exchangeable. All returned items that were purchased with a gift card will be refunded as a credit note or on a gift card.
How can I use a discount code?
Once your shopping cart is complete, you can apply the discount or promotion at checkout.
Please note: Discount codes will be inactive during our sale periods.
Can I use more than one discount code on the same order?
Only one promotional code can be used per order.
Can I apply a coupon code after placing my order?
Please note that coupon codes cannot be applied retroactively or toward previous orders.
Transactions are handled with bank-grade security.
Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.