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.
One flat rate per order, shown at checkout before you pay.
30-day perfect fit guarantee
Buying underwear online is a guess until you try it. So if the size on your first thong isn’t right, we exchange it for free in a different size.
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Tell us within 30 days
Email support@mutedunderwear.com within 30 days of your order arriving, with your order number and the size you’d like instead.
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We send the right size, free
We send a replacement in another size, once, in the same style and color, at our cost. Keep the original thong, no return needed.
What the guarantee covers
- One thong, from your first order with us. One exchange per customer.
- A free exchange in a different size (same style and color).
- Claims made within 30 days of the parcel arriving.
What it doesn’t cover
- Thongs from later orders, and more than one thong per order.
- Exchanges for a different style or color. Standard return terms below apply.
- Claims made more than 30 days after delivery. Standard return terms below apply.
Returns & refunds
Outside the 30-Day Perfect 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, our 30-Day Perfect Fit Guarantee covers a free exchange on your first thong.
What if the size is wrong?
Our 30-Day Perfect Fit Guarantee covers one thong from your first order. Email us within 30 days of delivery and we’ll exchange it for free in a different size (same style and color). One thong, first order, once per customer.
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 30-Day Perfect Fit Guarantee covers a free size exchange in the same style and color. For a different color, 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.