Frequently Asked Questions
When do my products arrive?
Your products will arrive with you 3-5 working days after your “Anniversary" date. Your anniversary date is the date you first signed up to the subscription service.
All subscriptions moving forwards will be shipped out by us on the 2nd/3rd of each month after payment has cleared, you will receive your items within 3-5 workings days after this date.
When will I be charged for my products?
You will be charged for your first months subscription on the day you sign up. After this, payments will be taken on 1st of each month. If payment can't be taken we will attempt to take payment each day until the 7th or 8th of the month.
We have to take payment before the products are packed and shipped from us each month. If there is an issue with payment we will contact you by email. The email you will receive the notifications from is firstname.lastname@example.org.
My email address isn't recognised?
Your email address isn't automatically created into an account, you will need to create an account using the email address linked to your subscription. Once your account is created you will be able to make any changes.
Please note changes must be made prior to the 1st of the coming month so we have time to process them! If you contact us to make a change on the 1st, we will not be able to process it.
How do I amend my style/size/type/address?
To amend your style or size, simply log into your account and change the style or size. You need to have created an account in order to make changes.
Can I have more than one subscription?
What are the socks about?
Each month you will also receive a brand new pair of socks. These socks have been chosen to complement the underwear design. You will pick your size when you subscribe but please be aware that our socks are only available in adult sizes at the moment so if you are ordering a Goolies subscription the socks can be for you! If you don't like the design we are unable to exchange the socks.
Can I exchange or return an item?
Of course! We have a 30 days returns policy for you to return the item for an exchange, we can’t refund subscription items unless the fault lies with us. The items must not have been open or worn.
What if i don’t like the design you have sent?
You have 30 days to return the item for an exchange, we do not offer refunds on subscription products or give it to a friend or family member - someone else might love it!
When are new designs launched?
Each month we will launch a new underwear design to subscribers a month before they go on general sale. The design of the underwear isn't a surprise but you will receive it 3-4 weeks before it is available to the general public.
Can I use a discount code or gift card for the service?
Unfortunately on this occasion, you won't be able to use any discount codes, gift cards or reward points as you're receiving the items before general release and getting the best deal possible. PS - We are also covering postage costs - (So it actually works out better than your discount wink wink).
If you would like to use your reward points on your order then we would suggest creating a separate order to your subscription, that way you can make use of the great reward points you've earned over time with us!
Where do you ship to?
Our OddBalls subscription service is only available to people in the UK currently. We are looking to expand this to anywhere in the world later this year.
Can I cancel my subscription?
If you'd like to cancel your monthly membership, you'll need to log into your account page. From there, click the ‘ Unsubscribe’ button - it’s as simple as that.