FAQ

During checkout, you can see all payment methods available for your country and order. The available options may vary by country and device.

First check your spam folder and make sure you entered the correct email address. If you still haven’t received anything after a few minutes, please contact us with your name and, if you have it, your order number.

Please contact us as soon as possible. As long as your order has not yet been processed or shipped, I can try to change or cancel it. Once the order has been processed, that is not always possible anymore.

Please contact us immediately if you see an error in the address. If the order has not yet been processed, the address can usually still be changed. After shipment, the delivery address can no longer be changed.

Check the spelling, validity period, and any terms and conditions of the code. Discount codes usually cannot be combined with each other and cannot be applied retroactively to a completed order. Please contact us before checkout if a valid code still does not work.

No, Gunderwear is exclusively an online store. It is therefore not possible to pick up an order.

Yes. Your order will be packaged discreetly and the sender is neutral. It is not visible from the outside which products are in the shipment.

Gunderwear ships worldwide with Track & Trace. The available shipping methods, costs, and estimated delivery time are shown during checkout.

Orders are processed as quickly as possible on business days. If you place your order before the cutoff time for the selected shipping method, it is usually shipped the same business day. You can find the current cutoff times and delivery times in the shipping policy.

Shipping costs depend on the country and the selected shipping method and are clearly shown during checkout. The number of items in your order does not affect the shipping costs. Shipping is free from € 250.

Once your order has been shipped, you will receive an email with the tracking information. If you have an account, you can also find the shipping status there. Check your spam folder if you do not see a shipping confirmation.

A shipment is not scanned at every step. As a result, tracking may remain unchanged for several days while the package is still on its way. Please contact us if the expected delivery time has passed by at least 14 days or if tracking has shown no new scan for 14 days.

Yes. When using parcel lockers, always enter your personal customer or box number in the second address line. In the Netherlands, you can also select a PostNL parcel locker at checkout, where available.

For deliveries outside the European Union, local taxes, import duties, or customs clearance fees may be charged. These costs are determined by the local authorities or carrier and are the responsibility of the recipient.

Use the size chart on the product page and compare your measured waist circumference with the centimeters listed. Pay close attention to the measurements and not just the letter size you normally wear.

Measure around your body with a measuring tape at the point where the underwear waistband will sit. Keep the measuring tape straight and snug, but do not pull it tight. Then compare the result with the size chart on the product page.

No, fit and sizing can vary by brand and model. So always check the size chart for the specific product. Unsure between two sizes? Feel free to contact us for personal sizing advice.

The relevant size chart is on the product page. Because brands use different sizing, the chart for the selected item is leading.

Always follow the care label on the item. For a longer lifespan, underwear is usually best washed inside out and at a low temperature. Avoid the dryer, bleach, and fabric softener unless the care label says otherwise.

Yes, you can return an item within 30 days of receiving it if it is unworn, unused, unwashed, clean, and complete. Labels must still be attached, and the original packaging should be included whenever possible. Always try on underwear and swimwear over your own underwear.

You do not need to register your return in advance, and no return form is required. However, please clearly include your order number with the shipment; without an order number, the return cannot be processed. You can find the current return address and all terms and conditions in the return policy.

For a standard return shipment, the shipping costs are at your own expense. No return label will be provided for this. Preferably choose a reliable shipping method and keep the shipping receipt until the return has been processed.

After your return has been received and approved, the amount will be refunded via the same payment method you used to pay. Depending on your bank or payment provider, it may take a few business days before the amount appears.

Please contact us first and send clear photos of the item, the packaging, and, if applicable, the shipping label. Do not return the item on your own initiative; you will first receive the appropriate instructions for the next steps.

With the subscription, you receive a surprise item every month that matches the chosen subscription and the size provided. This way, you regularly discover new underwear without having to choose yourself.

Yes, the shipping costs for the monthly subscription shipment are included in the subscription price.

Yes. You can manage your subscription via the management link in your order or subscription confirmation. You can also contact us if you need help. Changes apply to future deliveries that have not yet been processed.