Standard Returns Policy
Important: You have the right to cancel your order with Needundies.com, information regarding your right to cancel can be found HERE.
We aim to provide a 100% satisfaction guarantee with every underwear item we sell. If you are unhappy with any of our products, please advise needundies.com within 14 days of receipt of the goods, please see the "Right To Cancel" information page for guidance. Once you have advised Needundies.com of your wish to cancel then please return the goods within 14 days.
Note: If the goods are not returned within these reasonable timescales then Needundies.com reserves the right to refuse a refund.
If after purchase you find any items to be faulty please contact our Customer Services and we will either exchange or refund the items for you depending on the length of time that has elapsed.
How Do I Return Goods - UK?
We have made that really easy and more importantly it is Free! (Valid For Orders Placed From 30th July 2018)
- Simply complete the Returns Form enclosed with your order.
- Attach the Royal Mail Free Returns label to your return, please cover up any original addressee information on the outside of the package with the new label.
- Take the parcel to any UK Post Office, remember to request a Proof of Postage receipt as we cannot be held responsible for Returns that are lost in transit.
- You can track your return at www.royalmail.com/track-your-item.
Important - Please see "Duty Of Care Guidance" below regarding return packaging.
I Have Lost The Returns Label
No problem, we have made that easy as well!
- You can create a new label by visiting our Royal Mail Returns Portal at https://www.royalmail.com/track-my-return/create/2441
- You will need to print out the label that is emailed to you, attach to your Return and send from any UK Post Office.
Important: If you have lost your label and cannot print a new one via our Return Portal, we can send you a Returns Label, however we do charge a nominal fee of £2 for this service.
How Do I Return Goods - International?
We do not offer Free Returns service.
We do accept International (Outside UK) returns, you will be still be required to pay for the cost of the returned items and if outside the EU please ensure that you mark the customs label of your parcel as ‘Returned Goods’ to avoid being charged any duties, where customs charges and duties are charged we reserve the right to deduct these costs from your refund.
Simply cut out the Returns address label from the enclosed Returns Form you were sent and attach to the packaging, please see "Duty Of Care Guidance" below regarding return packaging.
Post the package back to us, we recommend that a signed for service is used where possible, you will then be provided with a certificate of posting from your Postal Service, this will allow the package to be tracked back to the Needundies.com returns department. It is the customers responsibility to ensure that the parcel is returned and where parcels have not been received by our returns department the customer will be required to raise a claim with their postal servicel.
Note: All return postage costs must be paid by the customer returning the goods, any parcels returned with no-postage paid will not be delivered to Needundies.com and will be returned to the customer by the postal service as "postage not paid".
Duty Of Care Guidance
When ordering items of underwear from Needundies.com you have a duty of care.
If you wish to try briefs on for size then they must be tried on over existing underwear, product labeling & hang tags should not be removed.
Where underwear items have been sent to you in a rigid cardboard postal box to protect retail packaging and product, we would request that the same or similar box should be used to return the items to Needundies, this will protect the items from damage in the postal network.
When Will I Receive My Refund?
If you request a refund then your account will be credited within 14 days from the date your returned goods are received by Needundies.com, however we will endeavour to process sooner in most cases. Please note that the refund may take several days to show in your debit/card statement after needundies have refunded you for the returned items, this is outside the control of needundies and is simply due to delays with card processors in general.
Special Offers & Refunds
If you return an item that has been purchased as part of a multi buy discount offer i.e 'Buy x or more for a x% discount' you will be refunded the full price of that item less the discount you received as part of the offer. Naturally if you return all items purchased under the multi buy discount offer you will be refunded for the full amount of the order value.
If you made an International (Outside UK) order you will still make payment in UK Sterling (GBP) and your order confirmation will indicate the price you have paid in UK Sterling (GBP). As an overseas customer your debit/credit card will most probably be registered in your home currency and therefore your card issuer will charge you in your home currency using the exchange rates applicable on that day. It should also be noted that some card issuers also make a charge for paying in a different currency and this may be reflected on your debit/credit card statement. Please note that the exchange rates used by the "Currency Estimator" on the Needundies.com website is updated hourly, however by selecting your currency this does not indicate that payment will be made in that particular currency, the "Currency Estimator" is to be used as a guide only.
If you have requested a refund this will be made in UK Sterling (GBP) and as currency exchange rates fluctuate daily this could mean that the refund you receive is slightly lower or higher than the original purchase price. Needundies.com will no be held responsible for this currency difference.