Refund policy

Returns, Refunds & Guarantee

Last updated: 27 October 2026

We want you to be completely happy with your ECOAWEAR boxers. This policy explains your rights when you buy from us. It does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

At a glance

  • 14-day right to cancel on unopened items, no reason needed.
  • Free size exchange within 30 days of delivery.
  • 365-day guarantee: if your boxers don't hold up to normal wear, we replace them or refund you.
  • Faulty, damaged or wrong item? We put it right at no cost to you.

To start any request, email assistenza@lieviaboutique.com with your order number. We reply within 1 working day.

1. Changed your mind? Your 14-day right to cancel

You can cancel your order for any reason within 14 days of the day you receive it. Just tell us by email that you wish to cancel. You then have a further 14 days to send the items back to us.

Hygiene exception: for health and hygiene reasons, underwear can only be returned for a change of mind if it is still in its original sealed packaging. Once the seal has been opened after delivery, the right to cancel no longer applies to that item (Regulation 28 of the Consumer Contracts Regulations 2013). This does not affect our free size exchange, our 365-day guarantee or your rights if an item is faulty.

When you cancel for a change of mind, you pay the cost of sending the items back. We recommend a tracked service. We will refund the price you paid, including the original standard delivery cost if any, within 14 days of receiving the items back (or proof that you have sent them).

2. Free size exchange

If your boxers don't fit, contact us within 30 days of delivery and we will send you the same pack in another size, free of charge. You do not need to send the original pack back. One free size exchange is available per order. Please check our size guide before ordering: measure your waist where your trousers usually sit, and if you are between two sizes, choose the larger one.

3. Our 365-Day Guarantee

Our boxers are designed to keep their shape. If, within 365 days of delivery, a pair loses its shape, the waistband fails, the seams split or the fabric tears under normal wear, email us with your order number and a photo of the affected pair(s). We will either send you replacement pairs or refund the price paid for the affected pairs. You do not need to send them back.

The guarantee covers normal everyday wear. It does not cover damage caused by not following the care instructions (for example tumble drying, washing above 30 °C or using bleach), accidental damage, or normal fading of colour over time. It is offered in addition to, and does not replace, your legal rights.

4. Faulty, damaged or wrong items

If an item arrives faulty or damaged, or is not what you ordered, please contact us as soon as possible with your order number and photos. Under the Consumer Rights Act 2015:

  • within 30 days of delivery, you are entitled to a full refund;
  • within 6 months, you are entitled to a repair or replacement, or a refund if that is not possible;
  • after 6 months, you may still have rights for up to 6 years in England, Wales and Northern Ireland (5 years in Scotland).

We cover all costs in these cases. In most cases we simply send a replacement without asking for the item back.

5. Parcels that are late or lost

Items remain our responsibility until they are delivered to you. If your parcel has not arrived within 20 working days of dispatch, or tracking shows no movement for 7 working days, contact us. We will investigate with the carrier and, if the parcel cannot be found, send a replacement or give you a full refund.

If a parcel is returned to us because the delivery address entered at checkout was incorrect or incomplete, or because it was not collected, we will contact you to arrange redelivery. In that case we may ask you to pay the cost of resending it.

6. How refunds are paid

Refunds are made to your original payment method. Once approved, they are processed within 14 days. Depending on your bank or card provider, the money may take a few extra working days to appear on your account.

7. Please talk to us first

If something is wrong with your order, please contact us before opening a dispute with your bank or PayPal. We can usually solve the problem quickly, and opening a dispute can delay your refund or replacement.

8. Contact

ECOAWEAR customer service: assistenza@lieviaboutique.com. Please include your full name, order number and, if relevant, photos of the item.