FAQs

If your return does not meet all of our return guidelines, your return will be noted as ‘unacceptable’. If our processing team deems your item(s) as ‘unacceptable’ we will automatically ship the unaccepted items back to the return address on the RMA.

We allow international returns as long as they fall under our return/exchange guidelines. You can create your return/exchange through our returns center here. For returns, the cost of the return label will be deducted from your final refund amount as we do not cover return shipping costs. International duties/taxes will not be eligible for a refund. We currently do not offer exchanges for international customers. We currently do not offer the option to combine multiple orders in the same return package. If you wish to return multiple orders, each order will need to be sent separately with its own tracking number. International customers who decide to ship their returns back using their own shipping rather than using the returns center (above) are encouraged to purchase a tracking number and keep a record of that tracking number until their order is refunded. Without a tracking number for us to reference, we will not be able to provide a refund. No exceptions. (We do not refund purchased tracking numbers). We only accept return items according to the following guidelines: All returns must be postmarked within 45 days of your order being shipped Clothing tags must still be intact* Clothing must be returned in original product bags Cannot be worn, washed, or put through the dryer Cannot have deodorant marks Cannot have stains of any kind (makeup/self-tanner, etc.) Cannot have human or animal hair Cannot have snagging/pilling Cannot have abnormal smell (perfume, body odor, etc) Clothing cannot be missing any contents (bra pads, drawstrings, buttons, etc.) Items with excessive wrinkling are subject to denial If your return package contains at least ONE item with biohazardous waste (bodily fluids, etc), our inspection team is required to cease inspection of the package immediately and deny the entire return, no exceptions. This is for the health and safety of our staff. The denied return package will be shipped back to the address we have on file. If you are returning your entire order, please note that the original shipping costs will not be refunded If you are outside of the United States, including Canada, we can only accept returns All undergarment sales are final for hygiene reasons. No exceptions. *If the hang tag is detached from the item, please include the hang tag in the return package. If the hang tag is not included, the return will not be accepted.

Exchanges are available for our US customers through our returns portal. Exchanges follow the same guidelines as returns. Please see “What is your domestic return/exchange policy” for more information Please keep in mind, your exchange order is not created until USPS scans your return package If the item(s) requested on your exchange order is out of stock by the time USPS scans your return package, we will automatically refund your order once we inspect your return package (we will do our best to accommodate, but cannot guarantee due to limited and constant changing of inventory) If the inventory is not available for an exchange request, we cannot send the original item back to the customer. No exceptions.

Domestic: If you have more than one order to return or exchange, you’ll need to input your email into our Returns Center, and create a return/exchange for each order. You can then include all of your orders in one package as long as each order was selected through the Returns Center. Do not include orders not processed through our Returns Center in your package as they will NOT be processed. Please use the shipping label provided by our Returns Center for proper tracking to take place. International: Please include your name, all order numbers, and a note inside the package letting us know you’re returning them for a refund. Most customers write this on the original packing slip.

We allow domestic returns/exchanges as long as they fall under our return/exchange guidelines. International customers, please see “What is your international return policy?” for more information. You can create your domestic return/exchange through our returns center here. For returns, the cost of the return label will be deducted from your final refund amount as we do not cover return shipping costs. For exchanges, the cost of the return label is covered, as well as shipping costs on the new item, as we offer completely free exchanges! An item can be exchanged for any item available on our website. Please keep in mind that if you have more than one order to return or exchange, you’ll need to input your email into our Returns Center, and create a return/exchange for each order. You can then include all of your orders in one package as long as each order was selected through the Returns Center. Do not include orders not processed through our Returns Center in your package as they will NOT be processed. Please use the shipping label provided by our Returns Center for proper tracking to take place. If your return package owes postage upon delivery to our warehouse from the wrong shipping service/package being used, that package is automatically returned to the sender and will need to be re-sent with the correct shipping service/box. We only accept return/exchange items according to the following guidelines: All returns must be postmarked within 45 days of your order being shipped Clothing tags must still be intact* Clothing must be returned in original product bags Cannot be worn, washed, or put through the dryer Cannot have deodorant marks Cannot have stains of any kind (makeup/self-tanner, etc.) Cannot have human or animal hair Cannot have snagging/pilling Cannot have abnormal smell (perfume, body odor, etc) Clothing cannot be missing any contents (bra pads, drawstrings, buttons, etc.) Items with excessive wrinkling are subject to denial If your return package contains at least ONE item with biohazardous waste (bodily fluids, etc), our inspection team is required to cease inspection of the package immediately and deny the entire return, no exceptions. This is for the health and safety of our staff. The denied return package will be shipped back to the address we have on file. If you are returning your entire order, please note that the original shipping costs will not be refunded If the inventory is not available for an exchange request, we cannot send the original item back to the customer (we will do our best to accommodate, but cannot guarantee due to limited inventory) If you are outside of the United States, including Canada, we can only accept returns All undergarment sales are final for hygiene reasons. No exceptions. *If the hang tag is detached from the item, please include the hang tag in the return package. If the hang tag is not included, the return will not be accepted.

Please allow up to 10 business days (excluding weekend and holidays) for your package to be processed once it reaches our warehouse. For international customers, please keep in mind your return will most likely take longer to reach our warehouse when being shipped overseas. Please allow 7-10 business days for refunds to show in your bank account. If you still have not received your refund after this time, please contact your financial institution for further instruction. We only offer refunds onto the original payment method used to make the order. If your bank information has changed, we can only refund your return in a store credit. If a gift card/store credit was used in combination with a credit card, the refund will go to the gift card first. Any remaining balance will be paid back to the other payment method originally used, which should appear in your account within 7-10 business days. Please keep a record of any proof of postage (tracking number) for your return package until your request has been processed, in case you need this information at a later date (this will be emailed to you).

Please email us ASAP with your full address so we can make the change quickly. If your order has already been fulfilled, we will not be able to make any changes.

Orders can be cancelled for many reasons. We suggest contacting our customer service via our contact form using the following link, and we will be able to further assist you within 48 hours.

If you believe your item may have been sent to you damaged or defective, please contact our customer service team immediately with the following information: Your order number A clear photo of the damage/defect A full length photo of the image A photo of the attached NVGTN logo and label If you're reaching out about potential damage/defects in your item(s) after 90 days from your purchase date, the item(s) will be considered “wear and tear” and will not be eligible for evaluation.

Email confirmations are automatically sent to the email entered during checkout. We always recommend checking your spam folder as sometimes it may be in there. We recommend waiting 24 hours after ordering to make sure there isn’t just a delay on the email.

Unfortunately, once the order is placed we are unable to make any changes to it. You may submit a request to cancel your order, however, once your order has been fulfilled by our team we cannot cancel your order.

We ship worldwide, and offer DHL Express as a shipping option! We suggest taking a look at our shipping policy located in section 21 of our Terms of Service page.

We offer FREE International Shipping if your order is over $150 USD

Unfortunately, tax on international shipments is country specific and out of our control. Any tax that is owed on an international package is at the customers expense. You should be contacted directly by DHL with further information.

How do refunds work with different currencies?

We allow international returns as long as they fall under our return/exchange guidelines. You can create your return/exchange through our returns center here. For returns, the cost of the return label will be deducted from your final refund amount as we do not cover return shipping costs. International duties/taxes will not be eligible for a refund. We currently do not offer exchanges for international customers. We currently do not offer the option to combine multiple orders in the same return package. If you wish to return multiple orders, each order will need to be sent separately with its own tracking number. International customers who decide to ship their returns back using their own shipping rather than using the returns center (above) are encouraged to purchase a tracking number and keep a record of that tracking number until their order is refunded. Without a tracking number for us to reference, we will not be able to provide a refund. No exceptions. (We do not refund purchased tracking numbers). We only accept return items according to the following guidelines: All returns must be postmarked within 45 days of your order being shipped Clothing tags must still be intact* Clothing must be returned in original product bags Cannot be worn, washed, or put through the dryer Cannot have deodorant marks Cannot have stains of any kind (makeup/self-tanner, etc.) Cannot have human or animal hair Cannot have snagging/pilling Cannot have abnormal smell (perfume, body odor, etc) Clothing cannot be missing any contents (bra pads, drawstrings, buttons, etc.) Items with excessive wrinkling are subject to denial If your return package contains at least ONE item with biohazardous waste (bodily fluids, etc), our inspection team is required to cease inspection of the package immediately and deny the entire return, no exceptions. This is for the health and safety of our staff. The denied return package will be shipped back to the address we have on file. If you are returning your entire order, please note that the original shipping costs will not be refunded If you are outside of the United States, including Canada, we can only accept returns All undergarment sales are final for hygiene reasons. No exceptions. *If the hang tag is detached from the item, please include the hang tag in the return package. If the hang tag is not included, the return will not be accepted.

On October 28th, 2021 we implemented a new international shipping program to allow us to completely expand our worldwide shipping options. This new program allows duties and taxes to be paid at checkout to prevent any unknown costs of importing your package. :) Orders placed before October 28th were on the standard DHL integration. With our previous integration, the customer was responsible for any duties and taxes charged by customs when the package reached your respective country, as the option to pay them in advance wasn’t available. Now if you place an order with us, you’ll see the new program, along with options to pay duties/taxes upfront, depending on which country you're shopping from. Please reference our shipping policy/terms of service for more information.