Refund policy

We want you to be comfortable in what you buy. If something is not right, you have 30 days from the day your order arrives to ask for a return.

Condition we can accept

Underwear is an intimate product, so returns are subject to hygiene conditions. To be accepted, an item must be:

• unworn and unwashed, with no signs of wear, marks or odour;
• undamaged and in its original condition;
• returned with its tags attached and its protective hygiene liner in place where one was supplied;
• returned in its original packaging where possible.

Opening the packaging to look at an item or try it on over your own underwear does not void a return. Removing the hygiene liner, or any sign that an item has been worn or washed, does.

What we cannot take back

• Items that have been worn, washed or altered.
• Custom or personalised products.
• Gift cards.
• Final sale items, where this is stated on the product page at the time of purchase.

How to start a return

Email info@oliverkraus.co with your order number and which items you would like to return, and we will reply with authorisation and the return address. Please do not send anything back before we have authorised it — unauthorised returns cannot be processed.

Who pays for return shipping

For a return by choice — a change of mind, or a size that did not work — return shipping is the customer’s responsibility, and the original shipping charge is not refunded. We recommend a tracked service, as we cannot refund a parcel that does not reach us.

If the item you received is defective, damaged in transit, or not what you ordered, the return is on us. We will cover the return shipping and send a replacement or a full refund, whichever you prefer.

Damaged, defective or incorrect items

Please check your order when it arrives and email info@oliverkraus.co within a few days if anything is wrong. A photograph helps us sort it out quickly. We will assess the issue and put it right.

Refunds

Once your return reaches us and has been inspected, we will email you to confirm whether it has been approved. Approved refunds go back to the original payment method within 10 business days. Your bank or card issuer may take a few days more to show the money in your account.

If more than 15 business days have passed since we confirmed your refund and nothing has appeared, please contact info@oliverkraus.co and we will chase it.

Exchanges

The quickest way to exchange a size is to return the original item and place a new order once the return has been approved. That way the size you want is not held up waiting for your parcel to travel back to us.

Cancelling an order

You can cancel an order within 24 hours of placing it, as long as it has not already shipped. Email info@oliverkraus.co with your order number and we will confirm the cancellation by email and refund the full amount to your original payment method within 10 business days.

Once an order has shipped it cannot be cancelled, but you are welcome to return it under the terms above.

Questions

Anything at all about a return, a refund or an order that did not arrive as it should — write to info@oliverkraus.co.