Shipping & Returns
shipping & returns
GET THE RIGHT FIT, OR WE FIX IT FREE
Everything you need to know about how your order gets to you, and what happens if the size isn’t right.
SHIPPING
Orders are dispatched from our international fulfillment warehouse and delivered by a local courier in your country.
Your order arrives within the estimate shown at checkout.
Measured from the day your order is dispatched, not the day you place it. Estimates are business days and can be affected by courier delays.
Free shipping applies automatically once your order reaches the qualifying amount.
A single flat rate, calculated and shown at checkout before you pay.
THE 30-DAY FIT GUARANTEE
Buying underwear online is a guess until you try it. So if the size is wrong, we send the right one and you keep the original — no return postage, no forms.
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Email us within 30 days
Write to support@mutedunderwear.com within 30 days of your order date with your order number and the size you need.
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We ship the replacement
Free of charge, to the same address, at our cost.
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Keep the original
Don’t send anything back. There is nothing to post and nothing to fill in.
What the guarantee covers
- One free replacement per item, for sizing only.
- Up to 2 items per order. Order 2 thongs and both are covered; on larger orders we’ll re-fit up to 2 items free.
What it doesn’t cover
- Color or product changes — sizing only.
- Requests made more than 30 days after your order date.
RETURNS & REFUNDS
Outside the fit guarantee, standard return terms apply.
Return postage is at your own cost, and original shipping charges are not refunded.
For hygiene reasons underwear must be unworn, unwashed, and in its original packaging with hygiene seals intact.
Email support@mutedunderwear.com first. We can’t process returns that arrive without notice.
Once your return arrives and is inspected we’ll email you to confirm approval or rejection. Approved refunds go back to your original payment method within 10 business days.
FAULTY OR INCORRECT ITEMS
If anything arrives faulty, or we send the wrong item, email support@mutedunderwear.com with your order number and a photo. We will investigate the issue to find the most appropriate resolution.
DELIVERY PROBLEMS
Check your address before you order
Please make sure your address is correct at checkout. If an order comes back to us because the address was wrong, was shipped to the wrong location, or wasn’t collected, we are not responsible and won’t be able to refund anything unless we receive it back. For anything we do receive back, shipping costs are not refunded and a flat 25% restocking fee of your order value applies.
Couriers sometimes leave parcels at a local collection point. Picking it up from there is the customer’s responsibility.
We don’t accept responsibility for parcels lost, missing, or undelivered by the courier. You’ll need to open a claim with your local courier, and we’ll help with any order details you need.
We don’t offer shipping refunds for delays outside our control.
COMMON QUESTIONS
How do I know which size to order?
Check the size guide on either product page before you order — it’s measurement-based, not guesswork. And if you still get it wrong, the 30-day fit guarantee covers you.
What if the size is wrong?
Email us within 30 days and we’ll ship the right size free. Keep the original — no return postage, no forms. Please note the fit guarantee covers up to 2 items per order.
How much is shipping, and how long does it take?
Free shipping applies once your order reaches the qualifying amount. Below that, a single flat rate is shown at checkout before you pay.
Can I exchange for a different color instead?
The fit guarantee covers sizing only. For a color change, standard return terms apply — email us first at support@mutedunderwear.com.
Can I change or cancel my order?
Email support@mutedunderwear.com as soon as you can with your order number. If it hasn’t been dispatched yet we’ll do our best to catch it. Please note our warehouse dispatches orders almost as soon as they come in, so we need to be quick.
Which thong should I pick?
Both share the same extended 100% cotton gusset. The Soft Cotton is the everyday pick; the Flex+ adds 360° stretch and moisture-wicking for the gym. Compare them side by side.
STILL NEED A HAND?
Email us and a real person will get back to you.