FAQ

ORDER

  • How do I change my order?

    If you wish to make changes to your order, please contact us, and we will assist you to the best of our ability.

    Please note that our orders are typically processed immediately after being placed and are sent for picking shortly thereafter,

    which means that changes may not always be possible.

  • How do I cancel my order?

    You can cancel your order before our warehouse begins processing it.

    Please contact us as soon as possible, and we will do everything we can to assist you.

    Please note that we process orders quickly, and cancellations can t always be guaranteed if picking has commenced.

  • Missing an item from my order.
    Mistakes can happen. If you're missing something from your order, please contact our customer service, and we will help you resolve the issue.
  • How do I use a discount code?

    If you have a discount code you'd like to use, enter the code in the box labeled 'Discount Code' at the checkout.

    When you apply the code, the discount will be automatically deducted, and you will see your total amount after the discount has been applied.

  • I've forgotten my discount code

    If you've forgotten your discount code, please contact our customer service.

    They will assist you in resolving this so that you can take advantage of your discount.

  • What is the minimum order value?

    The minimum order value is 100 SEK.

  • Out of stock, when will it be available again?

    Unfortunately, we can t provide an exact timeframe for when the product will be available again.

    Please visit our website regularly or contact our customer service for updates.

    You can also monitor the product on our website to receive notifications when it's back in stock.

  • Duplicate orders, only want one.
    If you have accidentally placed two orders and only want to keep one, please contact our customer service, and they can help you correct the mistake.
  • I've received an email about inventory errors. Can I switch to another product?

    If you've received a message about inventory errors, please contact our customer service to discuss alternative solutions.

    We will do our best to assist you.

  • Can I change my delivery address after placing my order?

    If we haven t yet started processing your order, we may be able to make changes to the delivery address in some cases.

    Please contact our customer service, and they will assist you with this.

  • What payment methods are available?

    We offer Klarna Checkout, which displays the available payment options, including invoice, account credit, card payment,

    Swish, and direct bank payment. For full terms and conditions for each option, please visit Klarna's website.

    We use 3D Secure for secure card payments.

DELIVERY

  • How is the delivery carried out?

    We typically ship with PostNord Varubrev, which is traceable and delivered to your mailbox.

    Larger packages are delivered to the nearest pick-up point. Swegmark takes responsibility if the letter is lost on its way to the mailbox.

    Please note that we don t replace items if the letter has been delivered to the mailbox. If you've chosen PostNord for a pick-up point or parcel locker,

    you can easily track your order with the shipment ID via email or the PostNord app.

  • What are the shipping costs?

    Our standard delivery with PostNord Varubrev currently costs 49 SEK.

    Alternatively, you can choose to pay 79 SEK for delivery with PostNord MyPack Collect to any chosen pick-up point or postbox.

  • Which countries do you deliver to?
    Currently, we offer delivery to Sweden, Finland, Germany, and the Netherlands.
  • How long does it take to receive my order?

    Normally, delivery takes 1-4 business days from the time you place your order.

    If your order is delayed, we will contact you and propose a new delivery date.

  • What should I do if my package hasn't arrived on time?

    Upon dispatch from us, you'll always receive an SMS where you can track your package.

    Typically, orders are delivered within 1-4 business days, but if it takes longer, we recommend waiting a few more days.

    If you still have questions, feel free to contact our customer service, and we'll assist you in tracking the shipment.

RETURN/EXCHANGE

  • How do I make an exchange?

    We don't handle exchanges at our warehouse, only returns.

    To make an exchange, you'll need to place a new order for the product you wish to exchange and then return the product you no longer want.

    The same conditions apply for exchanges as for returns and the right of withdrawal.

  • How do I return an item?
    1. Fill out the return form included with your shipment and indicate the reason for the return.

    2. Pack the items securely, preferably in the original packaging.

    3. Attach the prepaid shipping label to the package (49 SEK will be charged to you upon purchase adjustment) or pay for postage yourself and send it to the address: Underwear Sweden AB, Attn: Return Web, Box 281, 501 13 Borås.

    4. Drop off the package at a PostNord service point if you're using the prepaid shipping label; otherwise, any service point will do.

    5. After an approved return, we'll notify Klarna for a refund/adjustment.

      More information is available HERE.

  • What should I do with the invoice when returning?

    When returning a product, you don't need to pay for it on the invoice.

    Klarna, our payment partner, will adjust the invoice after we receive and approve the return.

  • When will I get my money back?

    We aim to process your return within 14 days.

    After we receive and approve your return, we'll notify Klarna, and they'll handle the refund.

    It may take a few business days for the money to be refunded to your account.

  • What happens to my discount code if I want to make an exchange?
    When exchanging an item purchased at a discounted price, contact our customer service, and they'll ensure you keep your discount on the exchange.
  • What are the exceptions to the right of withdrawal?

    The following apply to the quality of the item upon return/exchange:

    • Labels, seals, intimate protection, and other product tags must remain attached.
    • The item's packaging must be undamaged.
    • The item must not be used and must be clean and free from makeup, hair, perfume, or other odors.
    • No parts must be missing (such as bra straps or similar). Please note that a returned product cannot be sent back to you as a customer. You can read more about exchanges and returns HERE.
  • What is your right of withdrawal policy?

    As a consumer, you have 14 days from receiving the goods to notify us of your decision to cancel your purchase.

    After that, you have an additional 14 days to return the product(s) to us. Full terms and conditions can be found HERE.

  • I'm missing my shipping label.

    If you're missing your shipping label and need to return an item, we recommend contacting our customer service as soon as possible,

    and we'll assist you further.

COMPLAINT

  • How do I file a complaint about a garment?

    According to the law, you have the right to file a complaint about a product within 3 years from the date of purchase, with 2 months considered a reasonable time for notification.

    The complaint right covers original defects and not defects caused by normal wear and tear.

    In the case of a complaint or transport damage, please contact our customer service along with photos, a description of the issue, and the order number. Shipping costs are reimbursed in the case of complaints/incorrect deliveries. Items returned against cash on delivery or cash on delivery are not accepted by us.

    In the event of any incorrect deliveries or missing items, as a consumer, you have the right to file a complaint about the item within a reasonable time. We appreciate if you contact us as soon as possible after receiving the order.

OTHER

  • How does Underwear Sweden AB handle my information?
    You can find comprehensive information on how Underwear Sweden handles personal data HERE.
  • Where can I find your retailers?
    You can find our retailers HERE.
  • I have a significant social media presence; how can I collaborate with you?

    For collaboration requests and business relationships, please contact us at webshop@underwearsweden.com.

    We look forward to hearing more about your proposal!

  • I want to do an internship with you.

    How exciting that you're interested in interning with us!

    Contact our customer service, and they'll assist you in getting in touch with the right person/department.

TIPS

  • How do I choose the right size?

    Sometimes it can be challenging to know exactly which size to order.

    Therefore, we have developed a guide to help you find the right bra size. Click HERE to go directly to the guide.

    There you will also find the 'Problem Solver' - simple tips and tricks for better comfort and fit.

  • How do I take care of my underwear properly?

    For the best care of your underwear, we recommend following THIS guide.

    This guide contain detailed instructions on how to wash, dry, and care for your underwear properly to extend their lifespan and preserve their quality.

  • Why do the shoulder straps keep slipping down?

    Shoulder straps that slip down can be irritating. There are several possible causes and solutions to this issue:

    • Too long shoulder straps: If the shoulder straps are too long or loose, they may slip down. You may consider using a bra with wider and adjustable straps for a better fit.
    • Wear and tear: Wear and tear on elastic shoulder straps over time can make them less effective. If your underwear is old or heavily used, it may be time to replace it.
    • Incorrect size: If the shoulder straps don't fit properly, it may be because you don't have the right size for your bra. Use this GUIDE to find your correct size.
    • Oil and lotion: Body oil and body lotion can make the shoulder straps slippery and cause them to slide. Try to avoid applying products directly to the shoulder straps.


    Choose bra models with crossed back straps, as they can help keep the shoulder straps in place. If your bra doesn't have crossed back straps, our Back strap converter may be a solution that works just as well.

    If the shoulder straps continue to slip despite your efforts to fix the problem, it may be a good idea to consult with us.

  • What type of bra suits my bust best?

    Just as there are different types of breasts, there are also different types of bras.

    For different tastes and styles but also for different uses and occasions. You should feel comfortable in your bra all day long.

    Read about our different types and find the bra that suits you HERE.

  • The elastic edge of the bra rolls up.

    The most common reason for the edge of the bra rolling up is usually that the bra is too small in size.

    This is especially true for soft bras and in some cases also sports bras.

    To avoid the edge rolling up, it is important to ensure that you have the right bra size and a good fit, use our GUIDE to find the right one.

    If the bra is too tight or does not provide enough support, it can also cause the edge to roll up.

  • Why does the black bra feel tighter than the white one?

    The reason the black bra may feel tighter compared to the white one is that black fabrics are usually more dyed and tend to be slightly stiffer.

    This can give the impression that the bra has a tighter fit or feels tighter when worn.

  • What materials are used in your products?

    Since quality and comfort are paramount to us, we are well aware of the materials used and their properties.

    It should be comfortable to wear, last a long time, and preferably be produced locally for minimal impact on the environment.

    Read our material guide and become aware of how materials affect the experience and durability.

  • The measurement of the bra is not the same as the size.

    The measurement of the band around the bra (circumference) is not the same as the bra size according to the size chart.

    One might think that you can measure the total length of the band and use this as the bra size.

    The bra size is not based on the total length of the band around the chest, but on the measurement below the bust.

    If the band is the same length as your circumference measurement, it does not provide proper support, and the bra will not fit correctly.

    Therefore, we recommend measuring the circumference below the bust correctly to find the right bra size.

    If you are unsure, professional advice may be helpful to ensure a correct fit and size, feel free to contact our customer service.

CONTACT US

  • How do I contact customer service?

    When contacting us, please provide your order number for quicker handling.

    Our customer service is available by phone: Monday - Thursday between 9 am - 3 pm. Closed for lunch from 12 pm - 1 pm.

    You can always reach us via email - where you'll receive a response within 2 business days.

    Email: webshop@underwearsweden.com 

    Phone: 033-23 76 10

    For questions regarding your invoice, please contact Klarna at the following phone number: 08-120 120 10.

    You can also contact them via klarna.com/se/kundservice

  • What are your customer service opening hours?

    Our customer service is available by phone: Monday - Thursday between 9 am - 3 pm. Closed for lunch from 12 pm - 1 pm.

    You can always reach us via email - where you'll receive a response within 2 business days.

    Exceptional opening hours:

    • March 28th, Maundy Thursday - 9 am - 12 pm
    • April 12th, Easter Monday - closed
    • May 1st - closed
    • May 9th, Ascension Day - closed
    • June 6th, National Day - closed
    • June 20th - 9 am - 12 pm
    • December 24th, Christmas Eve - closed
    • December 25th, Christmas Day - closed
    • December 26th, Boxing Day - closed
    • December 31st, New Year's Eve - closed
    • January 1st, 2025, New Year's Day - closed