FAQ
Order
How do I change my order?
If you want to make changes to your order, please contact us as soon as possible, and we will assist you as much as we can.
Please note that our orders are usually processed immediately after placement, which means changes may not always be possible.
How do I cancel my order?
You can cancel your order before our warehouse starts processing it. Contact us as soon as possible, and we will do our best to assist you.
Please note that we process orders quickly, and cancellations cannot always be guaranteed if picking has already begun.
I am missing an item from my order
If an item is missing from your order, please contact our customer service, and we will help resolve the issue.
How do I use a discount code?
If you have a discount code, enter it in the "Discount Code" field at checkout. Once activated, the discount will automatically apply, and you will see the adjusted total.
I forgot my discount code
If you forgot to enter your discount code at checkout, please contact our customer service before your order is shipped, and we will do our best to assist you.
What is the minimum order value?
The minimum order value is 10 EUR (or equivalent in local currency).
Out of stock – when will it be available again?
We cannot provide an exact restock date for out-of-stock products. However, you can sign up for stock notifications by clicking "Notify me when back in stock" on the product page. If you need further updates, please contact customer service.
Duplicate orders – I only want one
If you have accidentally placed two orders and only wish to keep one, please contact our customer service, and they will assist you.
I received an email about stock availability issues – can I exchange it for another product?
If you receive a stock availability notification, please contact our customer service to discuss alternative solutions.
Can I change my delivery address after placing my order?
If you chose delivery to a pickup point or parcel locker, you can change the pickup location through the delivery provider’s app (PostNord/DPD/DHL) after the order has been shipped.
If your order is being delivered to your mailbox, an address change may be possible before your order has been processed. Please contact customer service for assistance.
What payment methods are available?
We offer Klarna Checkout, which provides available payment options based on your location, including invoice, installment payments, credit card, and direct bank payments.
For full terms of each option, visit www.klarna.com.
All card payments are secured with 3D Secure for enhanced security.
Delivery
How is my order delivered?
We offer multiple shipping options depending on your country.
Standard delivery: Your order is delivered to your mailbox if possible.
Larger packages: Delivered to the nearest pickup point or parcel locker.
Home delivery options: Available in selected regions.
You will receive a tracking number via email when your order is shipped.
What is the shipping cost?
Shipping costs vary depending on your selected shipping option and location. The exact shipping cost will be displayed at checkout.
Which countries do you deliver to?
We currently deliver to all EU countries.
How long does delivery take?
Sweden: 1–4 business days
Other EU countries: Delivery times vary depending on the destination and selected shipping method. The estimated delivery time will be provided at checkout.
What should I do if my package has not arrived on time?
You will receive a tracking number via email to follow your shipment.
If your order has not arrived within the expected timeframe, please wait a few extra days before contacting customer service for assistance.
Returns & Exchange
How do I exchange a product?
We do not process exchanges at our warehouse, only returns.
To exchange an item:
Place a new order for the product you want.
Return the unwanted item according to our return policy.
The same terms apply to exchanges as for returns and the right of withdrawal.
How do I return a product?
Fill out the return form included with your shipment and mark the reason for the return.
Pack the items securely, preferably in the original packaging.
Attach the prepaid return label or use your own courier. The return shipping fee will be deducted from your refund unless otherwise stated. The return instructions will provide details on the drop-off location for your country.
Send returns to:
Underwear Sweden AB, Att: Return Web, Box 281, 501 13 Borås, Sweden
What should I do with my invoice when making a return?
If you return a product, you do not need to pay for it on the invoice. Klarna will adjust the invoice once we receive and approve the return.
When will I receive my refund?
We aim to process returns within 14 days.
Once approved, Klarna will handle the refund, which may take a few business days to reflect in your account.
What happens to my discount code if I exchange an item?
If you exchange a discounted product, please contact customer service so they can ensure your discount is applied to the new order.
Contact us
Our customer service is available via phone:
Monday - Thursday from 9 AM - 3 PM (Closed for lunch from 12 PM - 1 PM).
Email: webshop@underwearsweden.com
Phone: +46 33-23 76 10
For invoice-related inquiries, contact Klarna at Swedish support +46 8-120 120 10 or English support +44 808189 3333 or via klarna.com/se/kundservice or klarna.com/uk/customer-service.
Contact our Customer Service.