Refund policy

Returns & Exchanges

At CandiKoKo, we want you to feel confident and comfortable in every piece you wear. If you’re not 100% satisfied, we’re here to help.

The First Pair Guarantee

Find your perfect fit, risk-free.

If this is your first time trying a specific type of undergarment (e.g., your first pair of underwear or your first bra), you can open, wash, and wear it!

30-Day Trial: If you don't love it, notify us within 30 days of delivery.

Your Choice: Receive a Full Refund or a Free Exchange.

No Return Needed: Keep the first tried-on pair—no need to ship it back (for hygiene and environmental reasons).

Note: Limit one item per product category per customer. For multipacks, the guarantee applies to only one item.

Standard Return Policy

For all subsequent orders or additional items in a multipack:

Window: Requests must be made within 30 days of delivery.

Condition: Items must be unworn, unwashed, and in original packaging with all tags attached.

Exclusions: Gift cards and items redeemed via store points are non-returnable.

Special Services: * Return Insurance: If purchased at checkout, your return shipping is FREE.

Fees & Options (U.S. Orders)

We offer flexible options to make your return as smooth as possible:

Option Fee Detail

Exchange FREE ($0) We will provide a return label to help you find the right size.

Store Credit FREE ($0) Receive your refund as points or credit to use on your next order.

Refund to Original Pay May be subject to bank fees. A processing fee is deducted to cover restocking.

Note: Original shipping fees are non-refundable.

International Orders

Return Shipping: International customers are responsible for return shipping costs. We recommend using a trackable service.

Duties/Taxes: Original import duties and customs fees are non-refundable.

 Final Sale & Non-Returnable Items

The following items cannot be returned or exchanged:

Final Sale: Items discounted by 30% or more.

Accessories: Toiletry bags, laundry bags, socks, and padding/inserts.

Worn Items: Any non-guarantee item returned in used condition will not be processed.

Loyalty Member Benefits

Our community members enjoy extra perks:

45-Day Window: An extra 15 days to decide on exchanges.

Credit-Only Returns: Returns for repeat purchases are issued as Store Credit to keep your rewards growing.

Condition: Items must be in original, unused packaging.

 Important: Unauthorized Returns

Please do not ship items back without initiating a request through our portal. Unauthorized returns or worn garments (not covered by the Guarantee) will not be refunded or shipped back to the sender.