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?
You can refer to the size guide here. If you are unsure of your size choice, we will be happy to help you! Contact us at email@example.com.
How do I take care of my products?
We recommend that you hand wash your Bamboo Underwear in cold water and dry flat. If you wish to use a machine, set your washing machine to the delicate cycle and use cold water.
Is it possible to purchase a gift card?
Absolutely! You will instantly receive the gift card by email. You can then print or forward the email to the person of your choice!
I would like to collaborate with you! How can I do it?
To submit a collaboration request, email us at firstname.lastname@example.org 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!
Can I apply a promotion to a previous order?
Unfortunately, offers and promotions are not retroactive.
Is it possible to change the delivery address?
If you have not yet received the email confirming shipment of your order, please contact our customer service department immediately by email at email@example.com so that we can change the shipping address. Once your order has been shipped, it cannot be intercepted. If the address on an order is incomplete or incorrect, the order is usually returned to us. Please contact our customer service department to provide us with your correct address. We can then return the package to you at your expense.
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.
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. *Items purchased during a sale are FINAL SALE.
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 promotional code?
Once your shopping cart is complete, you can apply the discount or promotion at checkout.
Can I use more than one promotional code on the same order?
No, only one promotional code can be used per order.
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Our secure checkout is quick and easy to use.
Get in touch
Have questions? Get in touch with us at any time.