What payment methods can I use?

Visa, Mastercard and American Express through Shopify Payments, along with Shop Pay, Apple Pay and Google Pay. Your card details are handled securely by our payment provider and never stored by us.

Can I change or cancel my order after placing it?

We pack and dispatch quickly, so tell us as soon as you can. Email customercare@surnui.com with your order number and we will do our best to catch it before it ships. Once a parcel is with the carrier we cannot recall it, but you are still covered by our returns and exchange options.

I did not get an order confirmation email. What should I do?

Check your spam or promotions folder first, it usually lands there. If it is nowhere, get in touch and we will confirm your order and check we have the right email on file.

Do I need an account to order?

No, you can check out as a guest. An account is worth it though. It lets you track your orders and hold and redeem store credit in one place

When will my order be dispatched?

We ship from our warehouse in Sydney. Orders placed before 12pm AEST on a business day are dispatched the same day. Orders placed after that, or on a weekend or public holiday, go out the next business day.

How much does shipping cost?

All prices in Australian dollars. Shipping is calculated at checkout.

Where do you ship?

Across Australia and to New Zealand. We are not shipping further afield just yet, though we are looking at more destinations. If you are outside Australia or New Zealand, drop us a line and we will let you know if we can help.

How long will delivery take?

These are estimates from our carriers, not guarantees, and can run longer during peak periods.

Can I track my order?

Yes. You will get a dispatch confirmation with tracking as soon as your order leaves us. Tracking activates once the carrier scans your parcel.

What if my order has not arrived?

If it has not turned up within a reasonable time after the estimate, email customercare@surnui.com with your order number and we will chase it with the carrier.

I gave the wrong delivery address. Can you change it?

Tell us straight away and we will try. Once a parcel is with the carrier we cannot redirect it. If an order comes back to us because the address was wrong or undeliverable, we will contact you and can resend it at your cost.

How do I find my size?

You only need one measurement, your waist, taken where the band actually sits. Our size guide has the full chart in inches and centimetres, plus your pant size if you do not have a tape handy. Most men land on their usual size.

I am between two sizes. Which should I choose?

Our fabric has a little stretch, so neither is wrong. Size down for a firmer, more supportive fit, or size up if you prefer a little more room. The size guide walks through it.

Do the Boxer Brief and Brief fit the same?

Yes. Both share the same waist sizing at every size from S to XXL, so your size is your size across either style.

What are they made of?

Our underwear is crafted from a premium blend of 95% Lenzing™ Modal and 5% elastane, using an exceptional 60s yarn count for a smoother, lighter feel against your skin. The waistband is a covered elastic that sits flat, so it does not dig in or roll.

Is the fabric tested for safety?

Every pair is independently certified to OEKO-TEX® STANDARD 100, giving you confidence that the fabric has been tested for harmful substances and meets strict international safety standards.

How do I wash and care for them?

Heat is what wears out stretch, so cold washing and line drying keep a pair fitting the way it did at the start..

Will they shrink or lose their shape?

Lenzing™ Modal holds its shape and colour well as long as you follow the care above. Hot washes and hot drying are the things to avoid.

What is Lenzing™ Modal?

A plant-based fibre made from beech wood pulp. It is what makes a pair feel the way it does, soft, breathable and quick to move moisture away from the skin. Designed for the every day, made to last.

I ordered the wrong size. Can I swap it?

Yes, as long as the pair is still sealed with our "S" sticker intact, you have 30 days from delivery to exchange it for another size or colour, or take store credit. Because underwear is a hygiene product, we can only accept swaps on sealed pairs. Full details on our Returns and Exchanges page.

What if my pair is faulty, or you sent the wrong thing?

We will sort it, and we will refund what it costs you to send a faulty pair back. Start your return using the form on our Returns and Exchanges page with a photo and a quick note, and once it is back with us you choose a refund, a replacement or store credit. There is no time limit on a faulty pair.

Can I return one pair from a multipack?

Yes. Each pair in a three-pack or six-pack is sealed on its own, so you can open one to try it and still swap the pairs that are still sealed.

How does store credit work?

Store credit sits against your account and is redeemable for three years from the day we issue it. Log in at checkout to spend it, or use the one-time code we email you.

Who pays return postage?

For a size or colour swap, return postage is yours and we cover sending your new pair out. For a faulty pair, we refund what you paid to send it back, so hang onto your postage receipt.

How do I get in touch?

Tap the chat bubble on any page for a quick answer on sizing, stock or delivery. Anything else, email customercare@surnui.com and it comes straight to our team. We reply within two business days, Monday to Friday.

How do I start a return?

Use the form on our Returns and Exchanges page. Add your order number, what it is about and a photo, and we will be back within two business days.