Need help? Browse our list of frequently asked questions below...

How much is postage?
Tracked (48 Hour) UK delivery is £1.99 and standard worldwide delivery is £3.99. We also have a UK 24 Hour delivery option for £3.99.

Where is my order?
Please wait up to 7 days for UK orders and 10 days for overseas orders from the date of dispatch. If your parcel has not arrived by this time, please contact us by emailing and citing your order number, and we will replace your order or refund you in full. 

How can I track my order?
We will email you a Tracking number when your order is dispatched if it is a UK delivery.  Orders outside the UK cannot be tracked.

Do you ship to my country?
We ship to pretty much everywhere! Click here for a full list.
Please note, we are unable to deliver to Ukraine and Malaysia.

Can I make changes to or cancel my order?
If you would like to cancel your order or make a change to your delivery address, you will have to let us know as quickly as possible. Click here for full instructions on order amendments. 

My item is not suitable/faulty. How do I return it?
You can find full details and instructions about returns, refunds and exchanges by clicking here.

I need to return an item I bought from the The Underwear Shop Store
If you purchased items from the The Underwear Shop Manchester Arndale store or the The Underwear Shop Lowry Outlet Store and wish to return them, please make sure they meet the requirements set out on our returns page and take them back into store, along with your original proof of purchase for an exchange or refund. Unfortunately we cannot accept returns or process refunds online for items purchased in one of our stores.

Please note, The Underwear Shop items purchased in one of our concessions must be returned to the original point of purchase.


How do I contact The Underwear Shop?
There are many ways to contact The Underwear Shop. Find all our contact details here, or email us at

Can I contact The Underwear Shop via telephone?
If you need help or wish to place a The Underwear Shop order over the phone, you can call our order helpline on 08000 195 667 Monday to Friday between 8am and 5pm GMT. If you are calling from outside the UK, call +44(0) 1706 826 518. Please note that during certain periods, the order helpline opening time may vary.

Where is my nearest store?
We now have a The Underwear Shop store in Manchester Arndale shopping centre, as well as some concession stores. You can find a list by clicking here.


What payment methods are accepted?
We accept payment by credit or debit card (VISA, VISA ELECTRON, MASTERCARD, AMERICAN EXPRESS*, MAESTRO & SOLO).
You can also pay via PayPal.

*Please note we are currently only able to accept £GBP, $USD and €EUR payments via American Express.


I have forgotten my The Underwear Shop account password...
Simply go to the My Account page and click on "Forgotten Your Password?", enter your email address and click on the "Send Password" button. An email will then be sent to you. Please follow the instructions on the email to reset your password. Be sure to check your spam folder for the email. 

Can I change my The Underwear Shop account email address?
To change your The Underwear Shop account email address, log in to your account on the My Account page. click on "My Details", enter your new email address into the "Email" field, and click "Update Details".


Where do I find the size chart?
Every product has a size guide available on the product page. Simply scroll down the product page below the product description and information and you will find the size chart, where you will be able to check which size is right for you. 

How do I change which currency is showing on the website?
To change the currency, please click the change currency link at the top right hand corner of the site, and select the currency in which you wish to view and pay for products.

How do I sign up to the The Underwear Shop newsletter?
To sign up for updates and promotions from The Underwear Shop, scroll to the bottom of the site and enter your email into the "Sign Up" box and click the arrow.

You may unsubscribe at any time using the unsubscribe link in the footer of our newletters.