International FAQ

 Looking for US FAQ page? Click here. 

 

INTERNATIONAL RETURN POLICY

Your first pair of TomboyX underwear is covered under our Love at First Wear Guarantee.

  • International customers are responsible for any and all shipping charges related to returns.
  • Underwear items must also be unworn in order to be eligible for return.
  • When the return shipments heads our way, please email a copy of the paid shipping receipt or the tracking information. Once that is received, we can then process the refund back to your original payment method
  • Once your return is delivered, we will issue a return or store credit for your purchase.
  • International orders are not eligible for exchange.

FINAL SALE POLICY

All final sale products are ineligible for a return or exchange unless required by law. Please review product descriptions carefully before purchasing. We may offer a replacement or store credit for specific scenarios however this is subject to circumstance and availability. This policy does not affect your rights under applicable US laws. We reserve the right to modify this policy at any time.
 
To start a return, click here:
returns button  

What payment methods do you accept?

We accept all major debit and credit cards such as Visa, MasterCard, American Express, and other payment methods such as PayPal. During the checkout process, the supported payment methods are displayed on the screen.

Can I cancel my order?

Our system processes orders immediately, which means we can’t make any changes once you have placed it and we’re usually unable to stop orders from processing and shipping. If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed. Should the order ship, you will receive an email containing tracking information.

Why was my order canceled?

There are various reasons why an order may have been canceled such as:

- Out of Stock

- Unverified information

- Payment decline

- Tech issues

- Incorrect address

If your order was canceled, you should receive an email notification detailing the reason. Sometimes an order does not process – this could be due to two possible reasons:

- The time lapse between ordering the item and confirming payment

- The item changed to out of stock during the ordering process

To prevent this from happening again, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can.

Credit Card Payments

 We only charge your credit card upon dispatch of your order, so if your order has been canceled, you will not be charged.

If you see a charge then it is a pre-authorization only, which will be automatically canceled by your payment provider.

PayPal Payments

Payments made via PayPal are immediate, so if an order was canceled, a refund will have been issued.

Can I change my billing address?

For your financial security, we are unable to make any changes to the billing details after an order has been placed. If you have received an order confirmation, then your order is processing and should ship to you very soon. Once dispatched, you will receive an auto e-mail containing tracking information for your reference. 

Can my delivery address be changed?

  1. If the order has not shipped

If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. We cannot change the delivery country/location.

Please contact us urgently by emailing help@tomboyx.com with your order number and new address to change your delivery address.


  1. If the order has shipped

Airmail

We cannot intercept airmail packages. If the package is undelivered, it will eventually be returned to us. Please note this is likely to take some time (maybe several weeks). A refund will be issued when we receive the package back at our warehouse.

 Courier

Depending on the status of the delivery and the courier, we may be able to update the address. We cannot change the delivery country/location. Please contact us urgently by emailing help@tomboyx.com with your order number and new address to change your delivery address.

Can I upgrade my shipping to express?

We are unable to change orders once they have been processed through our system. Regrettably, this means we are unable to change the shipping method selected at the time an order is made.

Can I add an item to my order?

We are unable to change orders once they have been processed through our system. Regrettably this means we are unable to add an item to your order. If you wish to purchase an additional item, please place a new order.

Can I remove an item from my order?

Our system processes orders immediately, which means we’re unable to change orders. Regrettably, this means we are unable to remove an item from your order. If you no longer require any of the items ordered, you may return them to us for a full refund. For more information on how to return your order please reach out to help@tomboyx.com

Where is my order?

It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing tracking information. To track your order, please click on the link included in your shipping confirmation email. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation. The investigation to locate a package may take several weeks. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

Airmail deliveries

There is no guaranteed delivery date for orders sent via postal services. Delivery dates quoted at checkout are an estimation only. Packages shipped via tracked mail (as opposed to an express courier services) do not provide continuously updated tracking information. To track your order, please click on the link included in your shipping confirmation email. Once the package arrives in your country/location, it will be passed on to an internal postal service for delivery. If your order has not arrived by the expected date, we kindly request that you wait for another 10-14 business days, to allow for any customs inspections or possible postal delays in your area. Should the order still not arrive by this time, please contact us so that we can open an investigation with our shipping partner. Investigations may take several weeks due to the processing times of the international postal services. We are able to provide a refund once the claim has been processed and the package is declared as lost. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

Courier deliveries

Packages shipped via courier can be tracked using the link sent in your shipping confirmation. Please note that some standard couriers can take up to 48 hours to generate information to their tracking website. To track your order, please click on the link included in your shipping confirmation email. If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper.

I have not yet received tracking information

It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package for international delivery. Once your order ships, you will be sent an auto-email containing tracking information. To track your order, please click on the link included in your shipping confirmation email.

My package is not moving on the tracking link

Courier Deliveries:

Standard couriers can take up to 48 hours to generate information to their tracking website and updates are not continuous.
If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation with the shipper


 Airmail Deliveries:

Packages shipped via tracked mail (as opposed to an express courier services) do not provide continuously updated tracking information – the information may only be updated as the package ships and once it arrives in your country/location.
When the package arrives in your country/location, it will be passed on to an internal postal service. There is no guaranteed delivery date for orders sent via postal services. Delivery dates quoted at checkout are an estimation only. If your order has not arrived by the expected date, we kindly request that you wait for another 10-14 business days, to allow for any customs inspections or possible postal delays in your area. Should the order still not arrive by this time, please contact us so that we can open an investigation with our shipping partner. The investigation to locate an airmail package may take up to two weeks. If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

What happens if I’m not home to accept my delivery?

Courier Deliveries

If you are not in when your parcel arrives, the courier will usually try again, or will leave a card with details on how to pick up your order or rearrange delivery.

Airmail

Airmail packages are delivered by your local post office service and do not require a signature for delivery, so would normally be put through your door or left in the mailbox. If the package is too large, your local postal delivery service should leave a card with details on how to pick up your order or rearrange delivery.

My tracking shows delivered, but I don’t have my package

If the tracking indicates that this has been delivered, we kindly request that you check with a member of your household or a neighbor, as perhaps one of them collected or signed for the package. If there is no sign of the package, please contact us at help@tomboyx.com so that we can open an investigation.

My package has been “Returned to Sender”

We are unable to re-ship international orders. A refund will be issued once the package arrives back to our warehouse. Please note that this could take some time (maybe even a few weeks). If you still wish to purchase this item(s), please place a new order.


I received a damaged item

We’re very sorry to hear that your package did not arrive in perfect condition. In order for us to follow this up with our shipping partner, we kindly ask you to send photos of:

1.The damaged item

2.The inner and outer packaging

Please email us at help@tomboyx.com with your order number.


I received an incorrect item in my order

We’re sorry to hear that you received an incorrect item in your order.

In order for us to process this inquiry, please contact us at help@tomboyx.com with your order number and send us photographs of the following:

  1. Barcode SKU of the incorrect item (found on the item packaging)
  2. The product received

Please be assured that as soon as we receive this information, we will follow up swiftly to resolve this issue.

There is an item(s) missing from my order

We’re very sorry to hear that you did not receive all the products that you ordered.

Please let us know what items are missing by sending us an email to help@tomboyx.com with your order number and missing items. so that we can investigate what happened.

Canceled Orders

For orders made by credit card, we only charge when the order ships to you. If you see a charge on your credit card for a canceled order, it is likely to be only a pre-authorization and not a payment. This will be automatically canceled by your payment provider. If you paid by PayPal, then the canceled order should have automatically generated a refund back to your account.

Credit Card Refunds

Please allow up to 7 business days for the funds to credit back to your payment method.

PayPal Refunds

These are usually immediate, so if you have received confirmation that a refund was issued but do not see it in your account, please contact us by clicking on the link below so that we can investigate further.

help@tomboyx.com

For FAQs about TomboyX Rewards, click here.