FAQs

FREQUENTLY ASKED QUESTIONS

My order status

Log in to your account/My Orders and you will be able to see the status of the preparation and tracking in real time. If your order is already prepared but not tracked, it is because the shipping agency has yet to document it. You will see the tracking in the next few days.

If your order has been ready for more than 72 hours and you have not received tracking information, please contact us so that we can give you more information.

Order wirh multiple deliveries

For logistical reasons, garments from the same order may be shipped from different warehouses. If your order involves multiple deliveries, you will see the following message when you view your order in your account:

“Items in your order will be sent from different warehouses so you will receive them in separate packages.”

You will also be able to see the status of each delivery and which garment(s) is/are included.

Cancel order

If your order has not yet been prepared, we recommend that you write to us through the web form selecting the reason "cancel my order or correct delivery address" to see if we are in time to cancel it.

If this is not possible, once you receive it, you can return it here.

Delivery adress error

If you have registered an incorrect delivery address and your order is not yet ready, you can request a change via the online form.

Non-returnable items
  • UNDERWEAR: boxer shorts and socks without the security seal.
  • TAILOR-MADE AND CUSTOMIZED ITEMS: garments that have
    been altered or adapted.

ORDERS

ECO Receipt

What is it?

The eco receipt is the electronic receipt associated with your online order.

What is it for?

It is used to manage any exchange or return both.

Where do I find it?

You can find it in your account dashboard under ORDERS or via the shortcut in the order confirmation email.

Order tracking

How can I find out the status of my order?

  •  Go to ORDERS in your account and search for the specific order you are waiting for. You will be able to see its status in real time.

  • As soon as it is ready, you will receive an email with the tracking number. If it has been recently prepared, you will be able to track it the next day, once registered by the courier.
Change of order

I’ve ordered a garment or size that I don’t want. Can I change it?

We cannot change your order, but if it is not yet ready, we can cancel it so you can place a new one. Ask to cancel here.

Cancel order

I want to cancel my order. How do I do it?

If your order is not yet ready, request to cancel it here. If not possible, once you receive your order, you can return it.

Incident with an item in my order

I’ve received an item I did not order, what can I do?

Please get in touch with us via the online form by selecting "Incident with my order" so that we can provide you
with the best possible solution.

I’ve received a faulty item, how do I exchange it?

We are sorry to hear that you received an item in this condition. You can return or exchange the item online, select the exchange option, indicating the reason for return, "The item is faulty." Select the same item again so we can send it to you as soon as the garment is in our warehouse.

DELIVERIES

My order status

View your account to see your order status..

Delivery methods

Shipping to Europe Zone 1:

Denmark, Finland, Greece, Ireland, Sweden
FREE shipping from 90€
12€ for orders under 90€
Estimated delivery time: 3-5 working days

Shipping to Europe Zone 2:

Gibraltar, Jersey, Liechtenstein, Norway, San Marino, Switzerland
FREE shipping on orders over 90€
25€ on orders under 90€
Estimated delivery time: 3-5 working days

Shipping to Europe Zone 3:

Slovenia, Hungary, Poland, Czech Republic, Estonia, Latvia, Lithuania, Malta, Cyprus, Czech Republic
FREE shipping on orders over 90€
40€ on orders under 90€
Estimated delivery time: 3-5 working days

Shipping to Slovakia:

FREE shipping on orders over 90€
19,95 for orders under 90€
Estimated delivery time: 3-5 working days

Delivery to Other Europe Zones:

Bosnia and Herzegovina, Bulgaria, Croatia, North Macedonia, Romania, Serbia, Turkey
FREE shipping on orders over 90€
55€ on orders under 90€
Estimated delivery time: 3-5 working days

Shipping to Europe Zone 4:

Italy
FREE shipping on orders over 40€
3,95€ on orders under 40€
Estimated delivery time: 3-5 working days

We will send a confirmation email with tracking number as soon as your order is prepared. View your account to see the tracking details for each order.

Delivery time

Our delivery times range from 3-5 working days. Please note that this period is extended during promotions and
sales periods and over Christmas.

If you select home delivery, choose an address where there is always someone in.

Delivery costs

Zona 1: 12 EUR

Zona 2: 25 EUR

Zona 3: 40 EUR

Slovakia: 19,95 EUR

Other Europe Zones: 55 EUR

*FREE shipping on all orders over 90€, except in Italy, FREE SHIPPING will be on orders over 40€

Incident wirh my order delivery

My order is not being tracked

If your order is not being tracked even though it has been ready for more than 72 hours, please contact us via the online form selecting "Incident with my order".

The courier informs me there is a problem with my order.

Don't worry, leave it to us. Tell us the problem and we will manage it will the courier to speed up the process.

My order is being held at customs due to lack of documentation.

Our customs procedures are automatic. If you are given this information by the courier, please let us know in case there is an error in your order documentation.

RETURNS

Returns policy

You have 30 calendar days from receipt of your order to make a return or exchange.

Processing a return

Where can I make a return?

The customer is responsible for all shipping costs associated with returns or exchanges.

Go to our returns page and follow the steps.

Resolution of a return

REFUND

As soon as the returned item arrives at our logistics centre, it will be registered and reimbursed. We will send you a confirmation email and the money will appear in your account within approximately 3 days.

As soon as the returned item arrives at our logistics centre, it will be registered and you will receive an online gift card for the amount of your return via email.

EXCHANGE

If you have requested a different size or are exchanging faulty items, as soon as the package arrives at our logistics centre, we will arrange delivery of your replacement order.

If there is no stock available for an exchange, we will arrange a refund.

Return conditions

Which items are non-returnable?

  • Boxer shorts
  • Socks without their seal
  • Gift card used at any time

Will I be refunded delivery costs if I return the order?

Costs incurred to deliver the order are non-refundable. However, if you receive a faulty item for which you paid
delivery costs and wish to return it for a refund, delivery costs will be refunded.

How should I organise my return?

  • Returned items must include both the inside and outside labels.
  • Place the items in a box or
    bag (preferably in the same one as its delivery).
  • Print the order’s eco receipt from your account dashboard or the order confirmation email and include with the package.
  • Process the return in the
    dashboard and follow the steps indicated in the email you will receive subsequently.

PAYMENTS

Payment methods

Amazon payments, American express, Apple pay, Bizum by MONEI, Google pay, Klarna, Maestro, Master, Paypal, Revolut Pay, Shopify pay, Unionpay y Visa.

Refunds

The refund is made to the same payment method used for the purchase.

I received an email confirming the refund, but it has not shown up in my account, is there an error?

Please don’t worry. The refund is not immediate; depending on your bank, the amount may show up in your account within 72 working hours, but sometimes it can take up to 15 days.

I have cancelled the card I made the purchase with,
what do I do to receive my refund?

If your account number remains the same, the refund will still reach you.

I have closed my bank account, how can I receive my refund?

If you have another account with the same bank, the refund will still reach you.

If you do not have another related account, please contact us with proof of the account closure and we will make a bank transfer to the IBAN you specify.

I want an online gift card with the refund amount,
how should I indicate this?

When you process your return, the account dashboard will give you the option to receive the refund via an Online Gift Card that you will receive by email.

Retentions

I have placed an order and I have been charged twice, what should I do?

Occasionally, the bank generates a withholding amount for the order and it is reflected in your account as a
double charge. Actually, it is only a retention that will disappear after 24/48 hours. Double check you have not placed 2 orders, as in this case you will have to cancel one of them via our form.

Discount codes

You have sent a code to my email, how do I redeem it?

Remember that every coupon has associated conditions (minimum purchase amount, expiry date...). If you do not fulfill them, the code will be invalid.

Add what you want to buy to the cart and select finalise purchase. On the right, you will see the box where you have to enter the code you’ve received:

Click on "Apply" and you will see the final price with the discount applied.

I am a loyal customer, I’ve just had my birthday and I haven’t received any benefits. What’s happened?

  1. Your birthday is not included in your customer profile or you registered on the same day or after that date.
  2. The email has gone to your Spam folder, please check!

I meet the discount code requirements, but it doesn't work. What should I do?

E-mail us a screenshot of the error with the code visible, so we can help you. Remember you must be logged into your account to use it.

If I return an order for which I applied a discount code, can I get the code back?

Fixed discount codes have only one use, so if you return the garment you will be refunded what you paid for it and the code will be disabled.

GIFT CARD

Types of gift card

Digital Gift Card: buy online and you’ll receive it via email when you finalise your purchase.

Gift card amounts are: 50€, 80€, 100€ and 150€.

Paying with gift card

A gift card works like any other payment method. Enter the code in the corresponding space before finalising your purchase. If the card amount is greater than the value of your purchase, the amount will be subtracted and you will not be prompted to enter another payment method. If the card amount is less, you will be given another option to complete the payment with an additional payment method.

Do I have to keep my card if I have already used it?

We recommend you keep the card until the return period expires because, if you return the purchase, the balance will be returned to the card.

Returns and gift cards

I want to return part of an order partially paid for with a gift card, does the money go
to my account or to the gift card?

When we refund an item from your order and you used a gift card plus another payment method for the purchase, the money will be credited first to the gift card amount and then to your account. This process cannot be reversed as it is automatic.

I bought a gift card, can I return it?

If the card has not been used, you can return it for a refund to the same payment method used for the purchase.

If the card has been used at all, a refund of the remaining balance is not possible.

Gift card conditions

Does the gift card have an expiry date?

Expire one year after purchase.

Loss, theft or damage to the gift card

In such circumstances, we are not able to replace the card as use and safekeeping are entirely the responsibility of the owner.

How can I find out my gift card balance?

You can check by entering your code before finalising a purchase. In addition, each time you use it, you will receive an email indicating the remaining balance.

FAQs

Availability

Online: if the size you want is out of stock, select "Let me know when it’s available".

Customer Service
Contact