Refund policy

Returns and exchanges

You have 14 days from receiving your order to request a return or an exchange.

Size exchange on your first pair
Sizing is the hardest part of buying underwear online, so we make the first pair low risk. If your first order doesn't fit, email us within 14 days of delivery and we'll exchange it for a different size. Try the item on over your own underwear, and send it back unworn and unwashed with tags attached. You cover the cost of returning it; we cover sending the replacement. One exchange per customer.

We produce in small runs, so sizes sell out. If the size you need isn't in stock, we'll refund you in full instead, including the delivery cost you originally paid.

Your right to cancel
Under EU consumer law you may withdraw from your purchase within 14 days of receiving it, for any reason and without justification. Email us at info@cheekyhug.com before those 14 days are up. You then have a further 14 days to send the item back. We will refund you within 14 days of receiving it, including the standard delivery cost you originally paid. Return postage is at your expense.

Items must come back unworn, unwashed, with tags attached and in their original packaging. Please try anything on over your own underwear.

How to start a return
Email info@cheekyhug.com with your order number and whether you'd like an exchange or a refund. We'll reply within two working days with the return address and instructions. Please don't send anything back before contacting us, as we can't accept unannounced returns.

Damaged or faulty items
If something arrives damaged, or a seam fails in normal wear, that isn't a return — it's our mistake. Email us with a photo and we'll replace the item or refund you in full, including postage both ways. This is separate from the 14-day period and doesn't affect your statutory rights.

Refunds
We'll email you once we've received and checked your return. Approved refunds go back to your original payment method within 10 working days. Your bank may take a few days more to show it. If more than 15 working days have passed since we confirmed your refund, please contact us.