To start the return process for your order, please enter your email address or phone number and the order number below.

How do I return an item?

  • Enter your order number and email address in the fields above and click Start.
  • Follow the instructions and select the underwear you want to return.
  • Once the return request is approved, you'll get a confirmation email with a CollectPlus label.
  • Print the CollectPlus label, attach it to the parcel, and take it to your nearest CollectPlus store.
  • Keep the receipt and track your return online.


What items can I return?

You can return any item provided that:

  • It's in its original packaging;
  • It's new and unworn (this means that there are no marks on either the underwear or the original packaging and the underwear has not been worn); and
  • You notify us through this Returns Portal and return the item within 28 days of receiving your order.

Are there any charges?

  • No! Once you've notified us via the Returns Portal that you'd like to return an item, we'll send you a CollectPlus label free of charge - all you have to do is follow the instructions opposite!


How soon will I get my exchange/refund?

  • Once we've received and inspected your return, we'll send you an email to let you know whether your exchange/refund request has been approved or rejected.
  • If it's approved and you've requested an exchange, then we'll send you the replacement underwear within 14 calendar days of us receiving the returned underwear.
  • If it's approved and you've requested a refund, then we'll refund the purchase price within 14 calendar days of us receiving the returned underwear.