FAQs

FREQUENTLY ASKED QUESTIONS


All information relating to returns / exchanges, size chart, maintenance,

etc. will be directly answered in the Frequently Asked Questions.

 

1. Why did you choose bamboo as a raw material?

Bamboo is known to be 5 times more absorbent than cotton. Also, while

hypoallergenic and antibacterial by nature, Bamboo also has antioxidant properties.

Unlike other fibers, it absorbs excess moisture faster than most materials and

dries very quickly. It is also by far one of the most comfortable fabrics on the

market.

 

2. What size should I order?


For the underwear, you can refer to the size chart right here. (clickable) For sweaters, onesies and babydolls, you can refer to the size you take normally in your clothes. The sweaters are already oversize. If you wish not to be tight in the other pieces, go for a plus size.

3. How do I wash my items?

All of our clothes require special attention. It’s better to wash them on gentle in cold water. Avoid the dryer or lay flat to dry. Never use bleach or other non-suitable detergents.

4. Will I be able to return or exchange my item in the event of an error?

The panties are neither exchangeable nor refundable. For other items, we can exchange the item for another cut. The articles must not be worn, altered or washed. Be careful not to wear perfume or deodorant when trying on your items, as soiled clothing will not be accepted. If a product is simply not right for you, we will be happy to help you exchange your item for another. All returns, if accepted, will be processed as a credit that can be used on our website for the same value of your purchase, without expiration.

5. I ordered an item, but it doesn't fit. What can I do?

To return an item, please write an email to: info@popunderwear.ca with the title: Exchange or Return as well as your #POP order number

In the email, tell us your name and the piece of clothing you want exchange / return.

After you have received customer service approval, please send your article by mail by writing your name and the desired article inside your package.

* The package will be shipped at your expense with the carrier of your choice to the following address:


Pop Underwear

55 rue Louvain Ouest,

Office 360-07

Montreal, Qc

H2N 1A4


* Due to the success of our collections, we cannot guarantee availability

of the item at the time of your request. Where applicable, our policy of

classic return applies.

6. I would like to give Popunderwear as a gift, but I don't know my giftee’s size or taste.

No problem! We also sell Popunderwear gift cards which have no expiration date. You can choose between the following amounts: $10, $25, $50 or $100. Please note, gift cards are neither exchangeable nor refundable.


7. I made a mistake when entering my address on my order.

If you entered an incorrect address while processing your order, please get in touch with us immediately at : info@popunderwear.ca with your order number (#POP) and the correct address.

Once an order is processed, the order cannot be rerouted. You must contact Canada Post with your tracking number to redirect your order.

8. When is my package going to arrive?

Once your order is processed, you will receive a confirmation email which will contain a tracking number. Note that your tracking will be activated once the carrier has picked up your package at our offices facilities.


9. I selected the wrong items.

No modifications can be made by our customer support. If you made an error in your order, you can place another order immediately and we will cancel the previous order in its place at no charge. 


10. I forgot to enter the promo code during checkout.

If you possess a promo code, please enter it into the appropriate field while checking out. Once the order is paid, it is unfortunately not possible to add the code to the order.

If you have a coupon code, please enter it in the box provided when you made your purchase. Once the order has been paid, it is unfortunately no longer possible to add a coupon code.