Returns and Exchanges
RETURNING AN ONLINE PURCHASE
Not sure it fits? Why not book in for a free and informal virtual / video call fit check with us! We can advise on a new size or if the shape isn’t right, we can recommend an alternative style. The service was reviewed by The Times & Telegraph during lockdown and has only 5* Google Reviews to date...
If you need to make a return, there will be a form enclosed in your package from us with step-by-step instructions as to how to process. Please ensure your name and order number are stated on the form - see your order confirmation email for this number.
On the form you will need to select, either an exchange for another size, alternative items, store credit (which never expires) or a refund*.
Postal returns are sent back to us at the cost of the customer.
Please email us within 14 days of receipt if you intend on returning all or part of your purchase – these items need to be received back to us within 30 days of receiving your order.
Postal returns must be sent by a tracked and/or signed for service. We recommend the Royal Mail 1st or 2nd class 'Signed For' service as we cannot accept responsibility for any items lost or damaged in transit.
*Refunds are only given for non gusseted products. I.e. Briefs, Bodies and One-Pieces will only be accepted back for exchange or store credit.
*We aim to process returns within 6-8 working days, and a subsequent refund will likely take 1-3 working days to appear in your account.
Postal return details
Please post the return to:
FAO Returns
The Pantry Underwear
Unit 14A, North Mall, Islington Square, 129K Upper Street, London N1 1QP
Please include the returns slip stating how you would like us to deal with your return and ensure any items being returned are exactly as they were received with the tags and seals still intact. Where a seal has been broken or the item is boxed, i.e. Hosiery or Lift Tape, returns will not be accepted.
Postal returns should be sent by a tracked and/or signed for service. We recommend the Royal Mail 1st or 2nd class 'Signed For' service.
IN-STORE ONLINE ORDER RETURN DETAILS
Returns must be returned within 30 days of receiving your order. Our Liberty London store is now closed, but we will accept returns to our Islington and Saffron Walden stores.
While we are happy to offer exchanges in-store, please note that returns where a refund or store credit is requested, cannot be processed by our in-store sales staff. The retail stores operate using a separate system. Any returns will be passed over to the Customer Services team who will aim to process your returns within 5-7 working days,
All information on our opening hours can be found here and we highly recommend booking in a visit to exchange your online purchase, so you are seen at a time that is convenient to you. Bookings are prioritised over walk in visitors.
RETURNING AN IN-STORE PURCHASE
If you need to return your in-store purchase please do so within the returns period ( 30 days from purchase ) and these purchases qualify for an exchange or store credit only - gusseted items i.e Briefs, Bodies and One-Pieces cannot be brought back once purchased unless there is a hygiene sticker in place. If you are not able to make it back to the store a postal return will be accepted and the address above can be used. A returns form should be enclosed with the items, so please download via the link above and let Customer Services know that you intend to return by post: hello@thepantryunderwear.com.
