Returns & Exchanges

Follow the guide below to learn about our return policy, and find out why our approach is better

Our Approach on Returns and Product Pricing

Our return policy is a departure from the “free returns on all orders” that other brands may offer, and the reason for this is simple: our policy provides greater value to our customers.

This may seem counter intuitive, but here's the truth about the "free returns on all orders" return policies – these policies may seem “free” on the surface, but customers actually end up paying for them in a less explicit way. The truth is, shipping items and processing returns is expensive for businesses - take into account original shipping and fulfillment costs, return shipping costs, exchange shipping and fulfillment costs, warehouse return processing fees, restocking fees, and costs for laundering, cleansing, sanitizing and repacking each returned item as well as the cost of throwing away intimate items that can't be resold once tried on (like underwear and socks). Common practice for most brands is to have a return rate of 20 to 25%, meaning 1 in 4 items get returned - most brands forecast the expected returns and subsequent costs, and then bake those costs into their product pricing (which means more expensive product prices) in order to account for all of the expenses listed above. This means that all customers end up paying higher prices to subsidize the “generous” return policies.

Why should customers who don’t need to return or exchange a large amount of items be subjected to paying higher prices for products?

We thought we could do better and deliver more value to our customers, so we updated our return policy to encourage conscious and thoughtful purchasing – just try 1 item first, see if you like it, then order more or return/exchange it for free (you get a free return or exchange on all product lines if it is your first time trying that product line) – that way, we don’t pay for multiple shipping and fulfillment costs or for discarding products that can't be resold, and we pass that savings back to you in the form of lower prices - simple. Our return rate and return costs are more than 5 times lower than the industry average - that is one of the reasons why you see our products such as our microfiber boxer briefs and our Performance Dress Shirt priced at less than half of what comparable premium brands with similar high quality products charge.

We believe our approach is more sustainable - for your wallet, for our business and for our planet.

for your wallet, our business and our planet (it's a win-win-win)

First Garment Guarantee

Order 1 item first. Try it out risk free. If it doesn't work out, return or exchange it for free.

Our First Garment Guarantee is simple: if it's your first time trying a specific product line* (all underwear fits, fabrics and styles are considered the same product line - see more product lines below), just order 1 item first - if you don't absolutely love it, you'll get a free return or exchange on that first item no questions asked (US orders only - return shipping is on the house for US orders). As soon as 2 or more items from the same product line are ordered, all items in the order skip the First Garment Guarantee and are covered by the Feel Good Guarantee instead (when ordering multiple items of the same product line, it is assumed that you already tried and like the items). See the examples below for more details. Please email hello@allcitizens.com with your order number and reason for return/exchange within 30 days of purchase and we'll get the process started.

Examples:

First time customer ordering 1 pair of Standard Fit Boxer Briefs, 1 pair of Performance Ankle Socks and 1 Performance Dress Shirt: all 3 items in their order is covered by the First Garment Guarantee and will have a free return or exchange
First time customer ordering 1 pair of Standard Fit Boxer Briefs and 1 pair of Paradise Pocket Boxer Briefs: both items are covered by the Feel Good Guarantee instead (because all underwear fits, fabrics and styles are considered the same product line) and must be returned unopened and still in their original packaging. Neither pair is covered by the First Garment Guarantee in this case

In an effort to drive more value to our customers (lower returns and exchanges = lower costs for us = lower prices for you) and promote conscious consumption, we highly recommend customers order just 1 unit of a product line first before committing to a larger order. Please see additional returns and exchange terms below.