Shipping policy

Shipping

How long it takes — the honest version

We say this at the top because most shops bury it: your order is dispatched within 3 to 7 days, and delivery then takes 14 to 30 days. Worst case, from the day you order to the day it arrives, is about five weeks.

Our pieces ship directly from our manufacturing partner's warehouse. That is what keeps the price where it is. If you need something within a week, we are not the right shop for that order, and we would rather tell you now than take your money.

By placing an order you agree to this delivery period. If we miss it, write to us and give us a reasonable further period to deliver. If we miss that too, you may cancel the order and we will refund everything you paid, including delivery, without deduction.

Where we ship

We ship worldwide. If checkout will not accept your address, we do not currently serve your country — email us and we will tell you whether that is going to change.

What delivery costs

The delivery charge is shown at checkout before you pay, and it depends on where you are. Any free-delivery threshold is stated on the product page and at checkout. There are no charges added after you pay.

Customs, duties and import taxes

Orders delivered outside the European Union may attract import duty, tax and a customs handling fee on arrival. These are set by the authorities in your country, they are not included in what you pay us, and as the importer they are yours to pay. We cannot predict them and we cannot refund them.

If a parcel is refused at customs or abandoned there, we can refund the price of the goods only once the parcel is actually returned to us. We cannot refund the outbound delivery charge or the customs fees in that case.

Tracking

You will get a tracking number by email when your order leaves the warehouse. Tracking often takes a few days to show its first scan, and it can sit without updating while a parcel is in transit between countries — that is normal and it does not mean the parcel is lost. If there is no movement at all for 10 days, contact us and we will chase the carrier.

If it is lost, it is our problem, not yours

The risk stays with us until the parcel is in your hands. Anything that happens to it in transit is ours to sort out.

If tracking says delivered and you do not have the parcel, tell us within 14 days and we will open an investigation with the carrier. If a parcel is genuinely lost in transit, we send a replacement or refund you in full — your choice.

Your delivery address

Please check your address carefully before you pay, including the door number and postcode. We can change an address only before the order is dispatched, so write to us immediately if you spot a mistake. Once a parcel has been dispatched to an address you gave us, we cannot recover it, and a parcel delivered correctly to a wrong address you supplied is not something we can refund.

Several items, several parcels

If you order more than one item they may arrive in separate parcels on different days. This costs you nothing extra. If one parcel arrives and another does not, give it a few more days before you worry — then write to us.

Changing or cancelling before dispatch

Write to us as soon as you can. If the order has not yet been dispatched we will change or cancel it and refund you in full. Once it has gone, it falls under our Returns & Refunds policy instead — which is a generous one.

Questions

Email supportrenewunderwear@gmail.com with your order number. A real person reads it and we aim to reply within one working day.