Buy One. Try One. Love It or Swap It.
Ordered your usual size and it’s sitting a bit weird? That’s what the Comfort Guarantee is for. If the fit isn’t quite right, we’ll refund your purchase or swap it for the right size — no hard feelings. If you’ve bought multiple pairs, you can return any that are still sealed and unopened. Just include your order number when you reach out and we’ll handle the rest.
Look, we get it. Online shopping for underwear is a bit of a gamble. Maybe the size is off. Maybe your partner accidentally ordered a Medium for someone who is very much an XL. Whatever the story — we’ve made this process as painless as humanly possible, because nobody should be stressed about their undies.
Refund Eligibility
No worries. Here’s what needs to be true before you post anything back.
- ✓Items must be unused and unwashed with original tags still attached. If the pouch has seen any action, we can’t take it back — that’s just basic hygiene.
- ✓Items must be posted back within 30 days of your delivery date, with your proof of purchase included in the parcel.
- ✓Only regular-priced items are eligible for a refund. Sale items are final — a discount was applied at checkout, and that decision sticks.
- ✓Return postage is covered by the buyer for refunds. We recommend using tracked postage — we can’t process what we haven’t received, and “it got lost” is a rough situation for everyone.
Four Steps. That’s It.
No hoops, no forms, no 47-page policy document.
Fire Us an Email First
Send your name and order number to sales@slycollective.com so we know a return is on its way. No surprise parcels — a heads-up keeps things moving quickly on our end.
Pack It Up & Post It Back
Pop the item back in its original packaging (or something equally protective), include your proof of purchase, and post it to the address below. Unused. Tags on. You know the deal.
Email Your Tracking Number — This Part Matters
The moment your parcel is in the system, email us your tracking number. This step is non-negotiable. No tracking number means delays on our end — and nobody wants that. It’s a 30-second job that saves days of back-and-forth.
We’ll Take It From There
Once we receive and inspect your return, we’ll email you with the outcome — approved or not, with a reason either way. Approved refunds are credited back to your original payment method within a few business days.
SLY Collective Returns
6 Martinique Court
Parrearra QLD 4575
Australia
Size Exchanges
Sizing online is never a perfect science. If it’s off, we fix it — and for size swaps, we cover the shipping.
Think of it like returning a library book — in the exact condition you borrowed it, minus any overdue fines.
- ✓Item must be unused, unwashed, and have original tags attached — same rules as refunds.
- ✓Posted back within 30 days of delivery with proof of purchase in the parcel.
- ✓For size exchanges, return postage is covered by SLY Collective.
- ✓Not sure which size to order next time? Our Size Guide will sort you out — measure once, order right.
Warranty & Manufacturing Faults
We stand behind what we make. 12 months, no exceptions for genuine manufacturing faults.
Every SLY product carries a 12-month warranty against manufacturer defects. The clock starts from the date of your original purchase — not from any exchange or replacement date. First Pair Guarantee or exchange? Still covered from day one.
Here’s What Happens at Our End
We Inspect It
Every return is checked to confirm it meets the requirements above. This typically happens within 2–3 business days of us receiving your parcel.
We Email You the Outcome
You’ll get an email confirming whether your return is approved or rejected — with a clear reason either way. No ghosting. No radio silence. You’ll know where things stand.
Refund Hits Your Account — or Replacement Ships
Approved refunds are credited back to your original payment method. Timing depends on your bank, but generally 3–5 business days after approval. Exchanges ship as soon as the replacement is in hand.
When We Have to Say No
We wish we could say yes to everything. Here’s where we genuinely can’t, and why.
- ✕More than 30 days have passed since your delivery date. Time waits for no one — and neither does our returns window.
- ✕The item isn’t in original condition — used, washed, damaged, or missing tags. If the boys have been in there, that pair is yours now. That’s just hygiene.
- ✕The order wasn’t delivered due to an incorrect address you provided at checkout. We ship where you tell us to ship — always double-check before you hit confirm.
- ✕The parcel was delayed or lost by the courier after it left us. We’ll do what we can to help, but we can’t be held responsible for what happens once it’s in Australia Post’s hands.
- ✕International orders. We’re not set up for international returns or exchanges yet — working on it.
- ✕Sale items. A discount was applied at purchase. That trade-off was made at checkout and it’s final.
Ready to Sort It Out?
Drop us an email and we’ll handle the rest. Or if you’re already eyeing the next pair, the shop is right there.
- Please don’t forget to include your ORDER NUMBER when contacting us.
- If you have shipped a parcel to us, please include your Tracking Number.