FAQs

We want you to love your KENT! If you are not happy, please get in touch or begin an exchange/return.

We offer free return shipping for exchanges and store credit only. If you’d prefer a refund, please note a $10 return shipping and restocking fee will be deducted from your refund total.

You must request a return within 14 days of order delivery. All products must be unworn, unwashed, undamaged and unopened in original packaging to be accepted for a refund or exchange due to hygiene reasons. Original hang tags must be attached for returns to be accepted. Returns that do not meet our policy will not be accepted. 

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Click here to start your return.

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SHIPPING COSTS

KENT covers the return shipping fees for domestic US exchanges initiated through our Return & Exchange portal.

Shipping and processing fees for returns for refund are charged at $10 USD per shipment which is automatically deducted from the refund amount. Original shipping costs are non-refundable.

If you have purchased checkout+ on your original order, return shipping is free and only processing fee is deducted from the refund amount of $5.

We currently cannot accept returns from international orders outside the US.

We do not accept returns on opened underwear packaging.

Questions or need some advice? Email us anytime at hello@wearkent.com and we’ll get you sorted.

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RETURNS PROCESSING TIME

Our goal is to process returns and exchanges within 10 business days of receiving the returned package.

**For First Time Customers/First Order Only**

If the fit isn’t right, get in touch within 14 days of your order delivery for store credit. This applies to your first single pair only (bundles and multipacks excluded). We’re unable to provide refunds on opened/worn underwear due to hygiene reasons. If you ordered multiple units of the same style/size, please open, wash, and wear one pair only to ensure the fit works for you and so the unopened items are eligible for return. Only 1 underwear per style will be honored in our First Fit Guarantee, eligible for store credit.

Just be sure to keep any duplicate pairs you order unopened and unworn in case you do need to make a swap.

We recommend wearing each unique style of underwear you’re trying for a full day in order to understand how they fit before wearing and washing any duplicate pairs of the same style and size.

Click here to start your First Fit Guarantee return.

All KENT products can be hand or machine-washed. Hand washing will help to extend the life of your garment, and is also much more gentle on the environment. We recommend cool water and line or hang dry - reducing energy and also better for your briefs.

KENT provides USPS or UPS shipping options. You can select your preferred option at checkout. Please note that all orders regardless of shipping method require 3-5 business days of pre-shipment processing time- that is in addition to the actual transit time of your package. Our office is open Monday - Friday. All products will ship via ground so please allow 3-10 business days for those orders to arrive after shipped. All rates are calculated by weight and destination. Ship rates will vary depending on items being purchased.

All orders $100 and over ship free domestically within the US.

International Orders

All International Orders Go Through Customs And The Process Can Take Up To Weeks. Unfortunately, We Do Not Have Standard Information On How Long This Process Can Take. Please Note That International Customers Are Responsible For Any Applicable Local Duties And/Or Taxes.

Check out our size guide for best details on finding your perfect fit.

Or take our Quick Fit Quiz for personalized recommendations and suggestions!

Orders through wearkent.com are processed to be shipped in 3-5 business days.

All orders are shipped via standard ground shipping which can take 3-10 business days to be delivered from the first tracking movement.

If an order arrives and you receive an incorrect product, please reach out to us at hello@wearkent.com with the subject line: 

Incorrect Product: [order number] let us know the product missing from your order and the product you were sent.

Our warehouse has a 99% accuracy fulfillment rate but mistakes do happen! We will be able to confirm missing items from the warehouse picture prior to shipping to confirm missing or incorrect items and will resolve the reship.

If an order arrives damaged in transit please reach out to us at hello@wearkent.com with the subject line: 

Damaged Product: [order number] with pictures of the damaged product.

If you purchased Checkout+ Shipping Protection Insurance with your order please file a claim with at out returns portal directly to process a reship or refund.

KENT currently offers international shipping to select countries. For international shipping please allow 15 - 20 business days from date of shipping for delivery. Please note that KENT is not responsible for any cross-border duties or taxes that may occur nor delays that occur with shipping carriers.

Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, click here: https://www.wearkent.com/apps/redo/returns-portal/login?withdraw=true

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.

KENT does not accept any responsibility, financial or otherwise, for lost or stolen packages that have been USPS or UPS tracked as delivered to your address. Please ensure your delivery address is correct before placing your order. Please select insurance at checkout if you would like extra protection for your package.

We Offer a Shipping Protection Option at Checkout That Will Insure Your Package. If You Opt Out Of Shipping Protection, We're Unable To Offer Refunds or Replacements On Any Lost or Stolen Packages Which Have Been Confirmed As To The Shipping Address.

If the customer has a shipment that has been confirmed delivered, yet they are not in receipt of the product, it is the customers responsibility to contact and file a claim with the courier. You should contact the courier so that they can provide you further information on where your order was scanned upon delivery.

Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages. We provide a tracking number to ensure the receiver is at the location the day of the delivery to locate the package.

Due to this unprecedented time and for the safety of everyone, all packages will be dropped outside of your home to maintain self-distance. That means that, UPS nor USPS, will knock on your door to deliver your order. Packages will be left outside the residential or commercial address input during checkout. Please make sure to check your tracking to pick up your package when it has been marked as delivered. We can no longer accept refund requests if your tracking shows that the package has been delivered. It is the customer’s responsibility to be at the destination address upon delivery to avoid any theft or issue with the delivery. If your package has been marked as delivered, and you are unable to locate it, you will have to contact USPS or Fedex directly to start a claim with them.

Once an order is successfully placed, we cannot accept cancellations since the information is transferred to our logistics partner who processes orders immediately. If you wish to return your product, you must wait until the product is received, and then follow the Return Instructions on this page to be eligible for your refund.

Once an order is successfully placed, we can only change the shipping address if it hasn’t been picked up for fulfillment. If a package has been picked up for fulfillment or shipped, we can no longer modify the shipping address provided during checkout. 

If it's your first order, choose one brief in your pack to open up and try on for your First Fit Guarantee. Perfect fit? Hooray! Open and enjoy the rest. Not quite perfect? You can return them for a store credit or refund (less shipping/restocking fee) within 14 days. Drop us a line at hello@wearkent.com and we'll get you sorted.

For all subsequent orders, items must be unworn, unwashed, undamaged, and in original packaging to proceed with a return or exchange.

KENT underwear are both home compostable and compostable in industrial settings. We worked with LA Compost to verify our underwear will return to earth in only 90 days. Our briefs are a unique combination of 100% GOTS certified organic pima cotton, plant-based thread, and bio-based elastics that make them one of the world's only compostable underwear. Note that home compost times may vary, due to your own compost's unique moisture and microbiome environment. Discover more about how to Plant Your Pants at wearkent.com/plantyourpants.

Our cloud and charcoal black color is made with a GOTS (Global Organic Textile Standard) certified organic dye. It is non-toxic, biodegradable, low impact, contain zero heavy metals and produces zero waste water. For our small batch pieces, we use both natural dyes - made from plants, flowers, fruits, vegetables or minerals - and GOTS certified organic dyes. If natural dyes are used, it will be explicitly stated as such.

Email us at hello@wearkent.com - we'd love to help.

Good question :) KENT underwear, tees and basics will never biodegrade while wearing or washing them. They are actually designed to be stronger and last longer than conventional basics. Only when your basics time is ultimately up, we recommend popping them in a compost (vs. landfill). Why? In the compost, your KENT will become nutrient rich soil, sequester carbon and help reverse climate change. Read here how to compost KENT at home. No compost? No problem. Join our Compost Club and we will compost for you!