Customer Service

Available 7 days per week from 08:00 - 20:00 CET
Here to help!
Shopping at KHAIZEN is easy, but we understand that you may have questions. Search our support page for anything you're wondering. Can't find what you need? Please send us a message! You're speaking with real people, not chatbots.
Frequently Asked Questions
What is my order status?
You can check the status of your current or previous orders on the account page of your account.
When your order ships, you receive an e-mail with a tracking number to follow your package from our warehouse to your door.
When will my order be ready?
Your order will be processed and shipped Monday through Friday within 1 business day of the order date. We want to remind you that we do not process orders on Sundays and holidays.
All processing and delivery times are estimates and may be subject to change. However, we will always do our best to complete your order as soon as possible. You will receive a notification by e-mail when your order leaves our warehouse.
Can I change or cancel my order?
Unfortunately, you can't make any changes after you place your order. If your order has not yet left our warehouse, we can cancel the order and refund your purchase.
When you change your mind after receiving your order, please send it back to us as soon as possible. We'll fully refund the order once we receive your return. The products you return to us must be unworn and with all labels attached.
We don't consider trying on as worn unless it's underwear. For hygiene reasons, we don't take back underwear. Did you order to wrong size? Don't worry! We will send you the correct size.
What types of payment do you accept?
We accept credit card payments from Visa, MasterCard, and American Express. We also accept iDeal, PayPal, and Apple Pay. Do you want to pay after receiving your order? Please select Klarna during checkout!
Note that all prices are in Euro (EUR), Dollars (USD) or Pounds (GBP). We must collect sales tax based on the category of products and delivery location. Tax rates may vary based on country. We will always show the exact order total during checkout.
What is the return policy?
We accept returns of unopened underwear and socks if you request a return within 30 days of delivery.
The products must be unworn, undamaged, and returned in their original packaging. T-shirts can be tried on but must also be unworn, undamaged, and returned in their original packaging.
Underwear and socks that have been tried on to check the fit are considered worn, as these are hygiene products. Ordered the wrong size? We’ll resolve it quickly by exchanging your order for the correct size.
The 'size guarantee' service is valid for the first order per customer. If you’ve tried on one pair of boxer shorts, we’ll exchange the entire order for the correct size free of charge. For multiple worn boxer shorts, exchanges are only possible for the number of unworn items.
Would you like to fully cancel the order after wearing one or more items? For refunds, we will calculate the amount based on the number of returned items that are unopened. For example, if you return 3 out of 4 pairs of underwear, you’ll receive a refund for 3 items, and we’ll charge a €5 return fee.
How do I make a return?
Returning your order or part of your order is simple. Follow the next steps.
1. Go to our return portal via Return Portal select the order number from which you want to (partly) return.
2. We will send you the return label when the return is accepted under the return policy. Please don't include tried on or worn items, as these won't be accepted.
3. Bring your package to the nearest drop-off point. Hold on to any receipts, as it is your proof of shipment. In some cases, the shipping company sends the receipt to your e-mail.
4. We will update you by e-mail once we have received your order back to our warehouse.
5. Your exchange or refund will be completed within five business days (to the payment method chosen during checkout).
Return an Order
Wrong size or changed your mind? Returning an order at KHAIZEN is easy. Just click on the button to open the return portal. Keep your order number and postal code ready!
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