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.

---

OPENED UNDERWEAR

Underwear can be returned within 30 days of delivery as long as it is unopened, unworn and unwashed.

Once underwear has been removed from its packaging, we can’t resell it - even if it hasn’t been worn - so please open just one pair until you know your KENT fit (if it is your first order).

Opened underwear is not eligible for return/exchange/store credit, unless it’s the one pair covered by your First Fit Guarantee.

You must request a return within 30 days of order delivery. All underwear must be UNOPENED, unworn, unwashed, undamaged and in original packaging to be accepted for a refund or exchange. Original hang tags must be attached for returns to be accepted. Returns that do not meet our policy will not be accepted. 

---

BRAS & APPAREL

Bras, T-shirts and sleep apparel can be returned within 30 days of delivery as long as they are unworn, unwashed and in original condition with tags still attached.

Standard returns for a refund to your original payment method are subject to an $10 return processing fee. Returns for store credit and exchanges are free.

---

FINAL SALE

Items marked Final Sale are not eligible for return or exchange.

---

DAMAGED OR INCORRECT ITEMS

If you received an incorrect, damaged or defective item, please get in touch with us and we’ll make it right. There is no return fee for incorrect, damaged or defective items.

---

RETURN POLICY

All returns are inspected when received. Items that do not meet the return requirements above may be refused.

---

Click here to start your return.

---

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.

---

RETURNS PROCESSING TIME

Our goal is to process returns and exchanges within 10 business days of receiving the returned package. Note that your bank may take additional days to process the refund.

For First Time Customers/First Underwear Order Only

First time trying KENT? We want you to love your new underwear. That’s why your first order is covered by our First Fit Guarantee.

UNDERWEAR: FIRST FIT GUARANTEE

If your first pair of KENT doesn’t fit, we’ll make it right with a free size exchange, store credit or full refund - no return fee.

Ordered a few? Start with opening only one. Open and try one pair first - even if you’ve ordered multiple styles. Keep the rest unopened until you’ve tried your first pair and know the size works for you.

The First Fit Guarantee covers ONE opened pair total from your first order. Bundles and multipacks included. 

Example: If you order a 7-Pack, open and try on just one pair. If the fit isn’t right, you can return all 7 pairs for a free size exchange, store credit or full refund. Just make sure the other six pairs remain unopened and the opened pair is easily identified (removed from original package and tags removed).

First Fit Guarantee returns/exchanges must be started within 30 days of delivery.

Click here to start your First Fit Guarantee return.

Note: The First Fit Guarantee is not applicable to bras, t-shirt, sleep or apparel.

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!