- Exchanges and Returns
I bought my Candids from a local retailer. Do I handle returns/exchanges with them or with you?
Each Candid Underwear retailer will have their own policies regarding returns and exchanges. If you purchased Candid Underwear from one of our retail partners and wish to exchange them, please return to the retailer.
What happens if I want to exchange one or more items purchased?
As long as the item or items are in original condition (unopened), simply send them back to us by post within 21 days of receipt of delivery to:
Candid Underwear - Returns Dept
1612 Delaford Drive
Carrollton, TX 75007
United States
Please remember to include a return slip with your items and as soon as we receive the items back we will get the exchange processed and sent out to you as quickly as possible.
Who pays for postage when exchanging one or more items?
For your first exchange of products on an order, there are no extra postage charges from Candid Underwear when we send you your replacements. The only cost to yourself is that of the return postage of the original item(s) to us. If a further exchange is requested, Candid Underwear reserves the right to charge additional postage of the shipment to you.
I have already worn my Candids, can I still exchange?
No. Due to health reasons we can only accept garments that are in original condition and that have not been worn or washed. If a worn item is sent back to us, we will typically contact you to better understand the reason for the return. Please note, where an item is returned to us without first notifying us that the item has been worn, we do reserve the right to send the item(s) directly back to you.
I have returned my Candids for an exchange but have not received or heard anything back from Candid Underwear.
Depending on where you are sending your returns items back from, the typical shipping time for items to arrive back into Candid Underwear is around 10 days. This can be longer depending on any Customs requirements if you are shipping from outside the United States. As soon as your exchange has been processed by us, we will send you an email letting you know that it has been sent.
What if I am sent a defective item?
All Candid Underwear undergo stringent quality checks from the beginning of their manufacturing process; in the unlikely event that you do receive a defective item, please notify us within 5 days of receiving the item. If this policy is not adhered to, we will only accept defective items at our discretion.
- Security
How safe is ordering online at alwaysbecandid.com?
At Candid Underwear we have the latest security encryption keys from a trusted and respected authority on Internet e-commerce security worldwide. The Secure Socket Layer (SSL) Web Server Certificates used on our website encrypt all data sent to and from the web site and scrambles any information that is intercepted. In addition, all orders are stored separately using PGP encryption keys and are processed manually to ensure added protection and security against any potential fraudulent activity. Access to our local site is via one-time only passwords that cannot be sourced via our servers.
Does anyone have access to my personal information?
The only time personal details are provided to a 3rd party is when we believe a consumer is actively using the credit card for fraudulent purposes. These details are supplied to the necessary authorities. The consumers IP address is also recorded plus their signature ID from the server account used to place the order. Click here to read our complete Privacy Policy regarding ordering via our Internet site.