Returns

Fewer returns =
lower costs for us =
lower prices for you

That’s pretty much the whole idea.

List of all product categories:

1. Underwear - all underwear ranges (Elite II, Paradise Pocket, Tactical II, Endurance, Classic), fits (Standard, Athletic, Longer), styles (boxer brief, trunk, brief, boxer) and fabrics (Re:Luxe, Compression, Luxe) are considered the same product category.

Intimate items such as underwear and socks cannot be resold once worn due to hygiene and health code policies. Because of this, we can only process a refund for 1 pair of underwear and socks that have been taken out of their packaging only if you order 1 pair. But don't worry, we have a very accurate fit guide that usually gets it right the first time. When ordering 2 or more pairs, neither gets a free return or exchange.

2. Performance Dress shirt and the Performance Short Sleeve Button Up in all styles, fits and fabrics are considered the same product line

3. Essential V Neck and Crew Neck in all styles, fits and fabrics are considered the same product line

4. AirWeight undershirt - High V and Deep V are considered the same product line

5. All socks in any fit or style are considered the same product category

6. Contender Training Shorts and Heavyweight Training Shorts are considered the same product line

7. The Limitless Performance Chino

First Garment Guarantee
Sustainable Returns Guarantee
First Garment Guarantee
US orders are eligible for the First Garment Guarantee. International orders are eligible for the Sustainable Returns Guarantee only.

TLDR: Order 1 unit from a product category, get a free return/exchange. Order 2 or more units, no free return/exchange and deductions will apply.


Details: If it's your first time trying any product category, just order 1 unit first and try it out risk free. If it doesn’t work out, use our self-service app within 30 days for instant and effortless support. Customer is responsible for exchange shipping costs.

After your first unit from a product category, we cannot accept returns on items that have been opened and taken out of their packaging.

Need to speak to someone? Just reach out to hello@allcitizens.com and we'll be happy to help.

All underwear is considered the same product category
  • Example #1: Order 1 boxer brief, 1 sock, 1 training shorts, 1 dress shirt and 1 t shirt, all items get a free return or exchange
  • Example #2: None of the orders below have a free return/exchange - even if it’s your first order - because all underwear is considered the same product category. If you need help finding your size or fit, just ask!
    • 1 medium size and 1 large size boxer brief - when, ordering multiple sizes or fits, none of the items (including your first) have a free return/exchange
    • 1 boxer brief and 1 trunk
    • 1 Re:Luxe and 1 Elite
    • 1 Paradise Pocket and 1 Classic
    • 1 Compression Shorts and 1 boxer brief
    • 1 Athletic fit and 1 Standard fit

    US orders only, excluding Hawaii, Alaska, and territories. All international orders are covered under the Sustainable Returns Guarantee.





    Returns

    Please contact us here for the return shipping address for your country and to get your return started. The customer is responsible for return shipping - we do not provide the return shipping label. We strongly recommend adding tracking to your return shipping. All Citizens is not responsible for returns lost in transit.

    After trying on your first item from a product category, all subsequent items are covered under the Feel Good Guarantee instead where we can only accept returns on unopened items.

    Need to process an exchange for an International order? Please follow the steps below:
    1. Please contact us here to get a return started
    2. Place a new order on our website for the exchange

    Returns are processed in 3 weeks from when the returned items are delivered to the warehouse.

    Terms and Conditions

    Due to health code regulations and hygiene concerns, company policy and the intimate nature of underwear, we cannot accept returns or issue a refund if the underwear has been tried on or taken out of its individual package (excluding your first pair). We reserve the the right to refuse any returned underwear garment which we believe to be worn. Any questions on product, fit, material or other, please contact us via our Help Center and we’ll be happy to help

    All underwear fits (Standard, Athletic, Longer, Trunks, Briefs, Boxers, etc) , fabrics (Re:Luxe, Luxe, EcoSilver, Compression, etc) and ranges (Classic, Paradise Pocket, etc) are considered the same product line. We recommend only purchasing 1 item from a product line first before committing to a larger order. Orders which contain multiple units of the same product line (e.g., multiple sizes, fits, ranges and/or colors of any pair of underwear) don't qualify for the First Garment Guarantee and are covered by the Feel Good Guarantee instead.

    Shipping charges on the original order will not be refunded.
    Please allow 14 days to process the return and provide a refund once we receive the returned package (please note that during more pressing times, such as during the COVID pandemic, return processing times may be delayed up to 21 days due to reduced capacity and headcount - thank you for your patience on this during these trying times)

    Gift Cards are non-refundable.

    Returns or exchanges due to an error on All Citizens's part will be handled on a case-by-case basis

    All international orders are subject to the Feel Good Guarantee (the First Pair Guarantee does not apply to international orders) - all returned items must be unopened, still in their original packaging and not worn or tried on. Return shipping and any duties or taxes are the responsibility of the customer

    For boxer briefs - we will process an exchange from a Standard Fit to an Athletic Fit boxer brief and vice versa, but will not process an exchange from a Standard Fit or Athletic Fit to the Longer Fit Boxer Brief

    For boxer briefs and socks - we will process an exchange to a different size in the same color but will not process exchanges to a different color

    Under the First Garment Guarantee, the Variant 2 boxer briefs cannot be exchanged for non-Variant 2 boxer briefs

    If an order contains a single item from different product lines (e.g., 1 V neck t shirt, 1 dress shirt and 1 short sleeve button up), and it is the customer's first time trying all of the different product lines, all items in that order are eligible for returns and exchanges under the First Garment Guarantee

    In the case where an order contains multiple items from a single product line as well as a single item from a different product line (e.g., 2 dress shirts and 1 V neck t shirt), and it is the customer's first time trying all of the product lines in this order, only the single item is eligible for free returns and exchanges (e.g., the 1 V neck t shirt in this example). The free return and exchange from the single item cannot be extended to the multiple items from a product line (e.g., the 2 dress shirts in this example)

    After your first garment from a product line, all subsequent garments being returned or exchanged must be in their original product packaging and has not been opened, washed or worn. If we receive a returned garment with product packaging that has been opened, the item will be discarded/disposed of and a refund will not be issued for this item. All Citizens maintains the right to reject any returned items which we believe have been opened, are not in their original packaging, or have been tried on*, washed, damaged or altered in any way

    All Citizens does not take responsibility for any products lost during the return shipping process. If you have any issues with the delivery of your package, please contact the carrier for a resolution.

    All Citizens is not able to resolve shipping problems after delivery. All items purchased from AllCitizens.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to the customer upon our delivery to the carrier. Please ensure that your selected shipping address provides a secure location for your order.

    For packages which are unable to be delivered and are returned back to our warehouse, we will refund your order and subtract the shipping and fulfillment costs borne by All Citizens will be deducted from the refund. Please ensure your shipping address is accurate to avoid failed deliveries.

    For purchases made using Bitcoin or other crypto currencies: due to the fluctuating prices of crypto currencies, we are only able to provide the USD equivalent of your original order for your return.

    Please email hello@AllCitizens.com if you have any questions.

    icon
    We know you’re used to “free returns on all orders”

    But here’s the truth about those “free returns:”

    Shipping items and processing returns is expensive for businesses - take into account:

    Whew,
    that's a
    long list

    Most brands expect a high level of returns and bake the costs into their product prices. This means higher prices for everyone, regardless of whether you need a return.
    And considering that almost 1 in 3 products gets returned on average, the costs can get pretty astronomical.
    We thought there was
    a better way:
    try 1 first before you buy more
    Thanks to our customers, our return rate is 10 times lower than the industry average
    That’s a A LOT of costs our customers are not paying for.

    As we do new things, we understand we might
    cause some waves -
    just like removing the
    headphone jack from phones -

    but that's ok because

    Our approach is more sustainable - for your wallet, for our business and for our planet.
    That’s some game-changing worth doing.

    We believe our approach
    is more sustainable -
    for your wallet,
    for our business
    and for our planet.
    It's a win-win-win.