Returns

Return and Exchange Policy for Underwear

1. General Principle

We do not accept returns or exchanges without reasonable cause. This is mainly due to hygiene concerns as underwear is a personal - use item.

2. Eligibility for Size - related Exchange

  • If the underwear you purchased does not fit properly, we offer a free size - exchange service. You can request an exchange for a larger or smaller size.
  • The underwear must be in its original, unworn, and unwashed condition. The tags should be attached, and there should be no signs of damage, stains, or excessive handling.
  • The size - exchange request must be made within [15] days from the date of purchase. The date of purchase is determined by the date on the receipt.

3. Size - exchange Process

  • Contact Customer Service: To initiate a size - exchange, please contact our customer service team at service@sofyee.com. Provide your order number, the reason for the exchange (size issue), the current size of the item, and the desired size.
  • Obtain Exchange Authorization: Our customer service team will review your request and, if approved, provide you with an exchange authorization number (EA number). This number is essential for processing your exchange.
  • Package the Item: Carefully package the underwear in its original packaging, along with all the tags and accessories. Include a copy of the receipt and a note with your order number and EA number.
  • Return Shipping: We will cover the return shipping costs for size - related exchanges. We recommend using a trackable shipping method to ensure the safe return of your item.
  • Receive the Exchanged Item: After we receive and inspect the returned item, we will promptly send out the underwear in the correct size to you at no additional shipping cost.

4. Exceptions

  • Final Sale Items: Certain items may be marked as "final sale" and are not eligible for any form of return or exchange, including size - exchanges. These items will be clearly indicated at the time of purchase.
  • Non - standard Damage or Alteration: If the underwear has been damaged due to improper use or has been altered in any way, it will not be eligible for a size - exchange.

5. Special Notes

Please note that in the case of out - of - stock sizes, we will do our best to restock as soon as possible and fulfill your exchange request. If restocking is not possible, we may offer you a store credit equivalent to the purchase price of the item.
Please read this return and exchange policy carefully before making a purchase. If you have any questions or need further assistance, please do not hesitate to contact our customer service team.