Returns AND EXchange

We want your TONI BLACK order to arrive correctly and feel right. Because underwear is an intimate product, returns and exchanges are handled carefully for hygiene reasons.

Please review the policy below before submitting a request.
1. Return & Exchange Eligibility

For hygiene reasons, underwear can only be returned or exchanged if the item is:

  • Unworn
  • Unwashed
  • Unused
  • In original packaging
  • With all tags, labels, and hygiene seals still attached, if applicable
  • Submitted within 7 days of receiving the order

Items that do not meet these conditions may not be accepted.
2. Items That Cannot Be Returned or Exchanged

We cannot accept returns or exchanges for items that are:

  • Worn, washed, or used
  • Removed from original packaging
  • Missing tags, labels, or hygiene seals
  • Stained, damaged, scented, or altered after delivery
  • Purchased during final sale or clearance, if stated at the time of purchase

This policy helps us maintain hygiene and product safety for all customers.
3. Size Exchanges

If you ordered the wrong size, we may accept a size exchange as long as the item is still unused, unwashed, unworn, and in original packaging.

To reduce sizing issues, we recommend checking the Size Guide or using the Fit Calculator before placing your order.
4. Defective or Incorrect Items

if you receive a defective item or the wrong product, please contact us within 7 days of delivery.

Please include:

  • Order number
  • Product name
  • Photos of the item
  • Photos of the packaging, if relevant
  • Short explanation of the issue

Once reviewed, we may offer a replacement, exchange, refund, or other suitable solution depending on the case.
5. First Pair Guarantee

If this is your first TONI BLACK purchase and your first pair does not fit or feel right, you may be eligible under our First Pair Guarantee.

The First Pair Guarantee is handled separately from standard returns and exchanges.
6. Return Shipping Cost

For regular size exchanges or customer-requested returns, the customer is responsible for return shipping costs.

If the item is confirmed to be defective or incorrect due to our mistake, TONI BLACK will help arrange the appropriate solution.
7. How to Request a Return or Exchange

To request a return or exchange, contact our support team within 7 days of receiving your order.

Please provide:

  • Your name
  • Order number
  • Product name
  • Size purchased
  • Reason for return or exchange
  • Photos of the item and packaging

Our team will review your request and confirm the next steps.
8. Refunds

If a refund is approved, it will be processed to the original payment method or another approved method depending on the payment provider.

Processing time may vary depending on your bank, payment provider, or platform.

Shipping fees are generally non-refundable unless the issue was caused by TONI BLACK.
9. Important Notes

TONI BLACK reserves the right to reject return or exchange requests that do not meet the conditions stated above.

All return and exchange approvals are subject to review by our support team.