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
2673 Orchid Drive
Richardson, TX 75082
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.