Shipping Information

At Kecks Underwear, we prioritize efficient and prompt order processing. To achieve this, we collaborate with a third-party logistics (3PL) warehouse, where all our inventory is securely stored away from our main office. This strategic partnership ensures a streamlined and rapid dispatch of your orders, enhancing your shopping experience with us.

Limited Window for Order Amendments:

Due to the high efficiency and quick turnaround times at our warehouse, there is only a brief period during which we can make changes to your order. If you notice an error in your order, please contact us immediately, and we'll do our best to accommodate your request. However, please be aware that once your order is processed, we may not be able to make any amendment

We use Royal Mail as our main carrier & UPS if you've upgraded to this service. We also use DHL on international orders.

All orders are dispatched daily, Postage collections are 12.30PM  Any order after 12PM will be sent the following day.  Our Warehouse hours during national holidays or bank holidays may differ

 THINGS YOU NEED TO KNOW

  • You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has shipped.
  • The Delivery timeframe chosen at checkout starts once your order has shipped
  • RM Tracked 24/48 are not a guaranteed 24 hr or 48 hr service
  • Gift Card purchases don't count towards the free shipping threshold.
  • Orders made outside of the UK maybe subject to import tax depending on the country you live in.

Yes you can if you paid for a tracked service! 

Please check your emails after purchase (sometimes Junk) for your tracking number 

Before contacting us please check with you entered the correct address when checking out.

 Here are some steps you could do:

- Check with your neighbours and other secure spaces around your delivery address.
- Check with your local delivery office to see if you need to collect 
- Check back CCTV or Ring door bell footage if available to see where it was placed

If you still cant find it get in touch via this form

We are based in the United Kingdom but we ship all over the world. Shipping costs will apply and will be added at checkout. However we offer free shipping on qualifying UK orders

Please note we are a UK brand, buying our products outside the Uk may incur Import charges.

Managing your order

Please check you junk/spam emails & also all you other email address you have, Sometimes its easy to make a mistake with your email when ordering

You can contact us to make changes to your order but please bear in mind we are unable to make changes to orders once they have been dispatched. As a result there is a small window in which we can make this change. 

We are usually very fast to process orders, However during holidays and Christmas we often have high order volumes and it can take a little longer.

Orders are processed Monday/Friday our shipment cut off for same day dispatch is 12 Noon

Please note your delivery time frame you select, starts once the order is dispatched 

To apply a discount code, click the "Show Order Summary" button at checkout. This will open a box where you can enter your code.

Please note, we cannot apply discounts after an order is placed, and we do not distribute discount codes on social media, so please don't ask.

Returns & Exchanges

Cheeky/Thong

Due to hygiene reasons, underwear cannot be exchanged or refunded. Regardless If you have opened the packet or not. This is to protect all customers so when you buy from us you know your garments are brand new & unworn

 All underwear sales are final sales. Any underwear returned to us will be destroyed and not refunded

With this in mind, we highly recommend reading the size chart for the correct fit for you.

 Sports/Lounge Bra

Both the Sports and Lounge bras are eligible for return, provided they are in their original packaging and within the return window. To initiate a return, please click here.

You can return all items within 14 days of purchase. Underwear cant be returned due to hygiene purposes. To start you return, please visit the Returns Portal. You will need your order number, postal code & email address

To process an international return please Contact us

Please note, products must be handled and kept with care and returned in their original state and packaging, with all original tags and labels attached. If your handling of the product(s) results in a decrease of its commercial value, we may proportionally reduce our refund to you.

 For hygiene purposes, no refunds or exchanges will be given for products that have aftershave, makeup, body odours or cigarette smoke on.

We do not offer product exchanges. If you are interested in a different size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse.

This does not apply if you've ordered the wrong size underwear. Underwear items are no refundable. Due to hygiene reasons, underwear cannot be exchanged or refunded. Regardless If you have opened the packet or not. This is to protect all customers so when you buy from us you know your garments are brand new & unworn

Yes you can return these itemswithin 14 days of purchase (with proof of purchase).

Returned products must be in perfect original sale condition, unworn with tags still attached.

We will warranty and replace items that have been deemed defective or have Manufacturing discrepancies within 14 days of purchase (with proof of purchase). We will require a pictures of the issue and also a picture of the item beyond use so we can replace the item for you.

When submitting a warranty claim please include a picture of the front & back of the item aswell as the issue.

 We recommend washing Kecks on a cold wash. Wash inside-out, with like colors. We recommend line-drying them to help protect the elastic band. Kecks is not responsible for any damage as a result of improper washing, ironing or tumble drying. When submitting a warranty claim, please email us with your order confirmation number as the subject and pictures of the damaged product

Due to hygiene reasons, underwear cannot be exchanged or refunded. Regardless If you have opened the packet or not. This is to protect all customers so when you buy from us you know your garments are brand new & unworn

 All underwear sales are final sales. Any underwear returned to us will be destroyed and not refunded

With this in mind, we highly recommend reading the size chart for the correct fit for you.

Please see policy here

Need more help?

For more questions or to contact us via email, visit our dedicated help page. Please note, all emails are handled through a ticket system and responses may take longer during busy periods.