RETURN & EXCHANGE

We accept eligible returns and exchanges within 30 days of delivery. The delivery date is based on the carrier’s tracking record.

Return Eligibility

To qualify for a return or exchange, the item must be:

  • Unworn, unwashed and unused
  • In its original packaging
  • Complete with all original tags and labels
  • Returned with the hygiene seal intact

For hygiene reasons, underwear cannot be returned or exchanged once the hygiene seal has been removed or broken, unless covered by our First-Pair Size Guarantee or the item is defective, damaged or incorrect.

Gift cards and items clearly marked Final Sale are not returnable. Regular sale items remain eligible unless marked Final Sale before purchase.

First-Pair Size Guarantee

You may try on one pair of underwear from each eligible order and request one replacement in a different size.

Under this guarantee:

  • You may keep the original tried-on pair
  • You do not need to return it unless requested by our customer support team
  • The replacement must be the same product in a different size
  • A $5.99 USD replacement shipping fee applies（We will email you a payment link for the $5.99 replacement shipping fee. Your replacement will be shipped once payment is received.）
  • Only one replacement is available per order
  • Replacement sizes are subject to availability
  • The request must be made within 30 days of delivery
  • The original pair is not eligible for a refund after being tried on

All other underwear in the order must remain unworn, unopened and have the hygiene seal intact to qualify for a return or exchange.

The $5.99 USD fee does not apply when an item is defective, damaged or incorrect.

To request a replacement size, contact support@furqx.com with your order number and the size you need.

How to Request a Return

Contact support@furqx.com before returning an item and provide:

  • Your order number
  • The item and reason for return
  • Photographs if the item is damaged, defective or incorrect

We will provide return instructions and the appropriate return address. Returns sent without contacting us first may be delayed or refused where permitted by law.

Other Exchanges

Eligible items with the hygiene seal intact may be exchanged for another size or color, subject to availability.

Customers are responsible for return shipping costs for size, color or change-of-mind exchanges not covered by the First-Pair Size Guarantee.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective or incorrect, contact support@furqx.com within 30 days of delivery.

Please include your order number and clear photographs of the issue. After verification, FURQX will provide an appropriate replacement or refund and cover reasonable return shipping costs.

Return Shipping

For change-of-mind, size or color returns, customers are responsible for return shipping costs. We recommend using a trackable shipping service.

No return shipping is required for a replacement provided under the First-Pair Size Guarantee unless requested by our customer support team.

If an ineligible return needs to be sent back to the customer, the customer may be responsible for the additional shipping cost.

Refunds

After receiving and inspecting your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 3–7 business days. Your bank or payment provider may require additional time to post the refund.

Original delivery charges are generally non-refundable. However, for eligible withdrawals covering an entire order shipped to the European Union or United Kingdom, we will refund the cost of the least expensive standard delivery option as required by law.

EU and UK Customers

EU and UK customers generally have a 14-day statutory right of withdrawal for eligible online purchases.

This right may not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons after the seal has been removed or broken.

To exercise your withdrawal right, email support@furqx.com within 14 days of delivery. Customers are generally responsible for direct return shipping costs.

For EU and UK withdrawal requests, we will issue refunds within 14 days of your withdrawal notification. Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Cancellations

Contact support@furqx.com as soon as possible if you need to cancel or change an order. We cannot guarantee cancellation after processing or shipping has started.

Statutory Rights

Nothing in this policy limits your rights under applicable consumer protection laws, including consumer guarantees available in Australia, Canada, the European Union, the United Kingdom and the United States.

Contact Us

FURQX Customer Support
Email: support@furqx.com
Response time: 1–2 business days