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Returns Information

Returns Address

Please return your item(s) to the address below:

Refund Department
Underwear Direct
Unit 3 Canary Way
Agecroft Commerce Park
M27 8AW


Returns Form

Download Form

If you're making a return, please print and complete one of these forms and include it in the package. Doing so will speed up the whole process and prioritise your refund/exchange!

Return of Goods Policy

We aim process your return within 5 working days of it arriving on our premises.

All returns for a refund must be organised within 30 days of placing your order.

Items to be returned must be in an 'as new' condition (unused, unworn and unwashed, complete with their original packaging and tags.)
If you have purchased a product as a gift, please do not discard the product tags until you are sure the item does not need to be returned. 

PLEASE NOTE: Underwear cannot be returned unless faulty.

You will be required to organise, and pay for the return of goods.

Any items returned which do not comply with the return of goods policy will be returned to the customer and will not be accepted for refund until such time that the above conditions are met. This does not affect your statutory rights, and is in compliance of the relevant UK laws.

You are not liable for any postage costs if you were supplied the wrong item, wrong size, wrong colour or if the item is faulty. Full postage fees are applicable to all other returns. You remain responsible for arranging and paying for the return of goods. If you are not liable for postage costs then we will refund the amount paid to return the item(s) to us to the original card used to place your order.

Returns Procedure

Verify that your return meets the criteria in the Return of Goods Policy above.
Return the item(s) to the relevant address above. This address is also on your invoice. Please complete the returns form and include with the goods in a securely sealed package. If you do not have a returns form, please include the following details:

  • Your full name, address and postcode
  • Your order reference (if known)
  • Contact telephone number

Once the returned goods have been received, checked and verified, your account will be credited. 
For your safety it is recommended you use a 'signed for' delivery service, such as Royal Mail Recorded or Special Delivery, and ensure the package is adequately insured. We are not liable for any packages lost in the post.

Faulty Goods

If goods are returned due to being faulty, a full refund or replacement will be available upon confirmation of the fault, plus the cost of postage and packing (equal to the original postage and packing cost incurred, unless proof of postage cost is supplied) and any other costs that have incurred as a direct result of faulty goods being supplied (providing proof is supplied).


All refunds will be made only to the original card used for the purchase. We aim process your return within 5 working days of it arriving on our premises but please allow up to 10 days for the refund to credit your account. Postage paid for unwanted items is non-refundable. If returning items and your order no longer qualifies for free postage, the cost of standard P&P will be deducted from the refund.

Cancellation Rights

You have the right to cancel your order within 14 working days without giving a reason. The 14 days start from when you receive the goods, please follow returns procedure.



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