Below are some common concerns of our clients.
If you have other questions, please just send it to customer@carerspk.com.
- All
- Returns & Exchanges
- Orders & Account
- Shipping
- Products
- About Men's Underwear
- About Women's Underwear
- Wash and Care Guide
- Social Impact & Sustainability
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with our customer service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Returns & Exchanges
If you are not satisfied with your order, we will be happy to assist with a return or exchange. Please contact Our Customer Support Team at customer@carerspk.com to assist you.
If this is your first order of CARER protective underwear, you are entitled to a refund or a free exchange for one pair of opened protective underwear under the First Pair Guarantee. For any other orders, we typically can’t accept returns on opened items due to hygiene reasons.
Feel free to reach out to our Customer Support Team at customer@carerspk.com, and they’ll be happy to help you explore your options.
Items purchased in a Multipack can be exchanged or returned individually. You can contact our Customer Support Team at customer@carerspk.com to assist you to process a return or exchange.
You’ve got 60 days from the delivery date to return or exchange your items. If something has delayed your return, please get in touch with us at customer@carerspk.com, and our team will be happy to help you explore your options.
We aim to keep our returns process as smooth and efficient as possible.
We usually process returns, refunds, and store credits within 7-10 business days of receiving your items. Please be aware that during busy periods, such as holidays and sales, processing may take a little longer.
What should I do if my return hasn’t been processed?
If you haven’t seen your return processed within the expected timeframe, don’t hesitate to get in touch with us at customer@carerspk.com along with your parcel’s tracking number. We’re here to help you promptly.
Orders & Account
You can track your order’s status by referencing the order number from your Account page. Additionally, once it ships, you can track the progress by clicking on the tracking number in your shipping confirmation email.
We accept secure payments for both local & international customers via major credit and debit cards worldwide.
For a faster checkout experience, our websites also offer accelerated checkout functions that accept Shop Pay, PayPal, Apple Pay, and Google Pay, depending on your device and browser.
Our warehouse is working quickly to get your order in your hands as soon as possible, so once your order is placed, we cannot guarantee that we will be able to:
- Cancel orders
- Add, remove, or replace items in your order
- Update your shipping address or shipping method
If you realize there’s a mistake with your order, please contact our Customer Support Team right away at customer@carerspk.com or via our website's live chat. We might be able to catch your order before it’s packed.
Please note that during high volume periods, such as holidays and sales, there may be delays in our response time.
To place an order in our website, please follow these general steps:
Browse the website: Visit our website to make a purchase and navigate to the desired product or category.
Select the product: Click on the product you wish to purchase to view its details, specifications, and price.
Add to cart: If you decide to proceed with the purchase, look for an "Add to Cart" or "Buy Now" button. Click on it to add the item to your virtual shopping cart.
Review your cart: After adding the item to your cart, you may be redirected to a cart or checkout page. Here, you can review the items in your cart, modify quantities if needed, and check the prices.
Proceed to checkout: Once you are satisfied with the items in your cart, look for a "Proceed to Checkout" or similar button. Click on it to initiate the checkout process.
Enter shipping information: Provide the necessary shipping details, including your name, address, and contact information.
Select shipping method: Choose your preferred shipping method from the options provided. This may include standard shipping, express delivery, or other available options. Shipping costs may vary depending on your location and the chosen method.
Review and apply any discounts: If you have any discount codes, enter them in the designated field to apply the discount to your order. Review the order total to ensure it reflects any applied discounts.
Choose payment method: Select your preferred payment method, such as credit/debit card, PayPal, or any other options offered by our website. Enter the required payment details accurately and securely.
Confirm the order: Review all the order details, including the items, shipping address, payment method, and total cost. If everything is accurate, confirm your order and complete the payment.
Order confirmation: Once the order is successfully placed, you should receive an order confirmation page in our website, as well as a confirmation email. The email typically includes the order details, shipping address, and any other relevant information.
If you encounter any difficulties during the ordering process, please feel free to contact us at customer@carerspk.com for assistance. We are happy to provide specific instructions or address any issues you may encounter.
To unsubscribe from our emails, scroll to the bottom of a promotional email and select "unsubscribe".
If the unsubscribe link doesn't work, or if you encounter any issues during the process, please contact us at customer@carerspk.com.
Shipping
CARER will make reasonable efforts to ensure that orders will ship within two business days, except during U.S. federal holiday periods. Please allow up to 24 hours after you receive your shipment notification email after placing an order (“Shipment Confirmation Email”) for tracking information to appear on the mail carrier website. The Order Total stated on the Shipment Confirmation Email includes product costs and all discounts and credits before shipping fees.
We ship internationally, and our rates can be found in our Shipping page.
Important Notice: During high-demand periods like Mid-Year Sales, Cyber Weekend, or when weather conditions are extreme, our team might experience slight delays in processing and shipping orders. We’re working tirelessly to get your order to you as soon as possible, and we sincerely appreciate your patience and understanding. 🙏
When will I receive updates on my order status?
After placing your order, you’ll receive an email confirmation once it’s processed. We’ll also send you a shipping notification email with tracking information as soon as your order leaves our warehouse. If you don’t see these updates, please check your spam or junk folder, as they might have been mistakenly filtered.To track your CARER order, simply log in to your account on our website. Navigate to the Order History section, where you can view your order status and access real-time tracking details. This will allow you to follow your package every step of the way.
While we strive to ship every order promptly, delays can occasionally occur, especially during peak shopping periods or due to inclement weather. Rest assured, we’re actively working to resolve any issues and minimize delays. If you need further assistance or have concerns about your order, please reach out to Our Customer Support Team at customer@carerspk.com.
We’re here to help and ensure you receive your order as soon as possible.
Products
CARER protective underwear is made from a soft, breathable fabric that features a discreet gusset with a built-in absorbent and leak-proof textile . Find out more about our textile technology here.
Yes! If you are one of the 1 in 3 women or 1 in 4 men that experience light to moderate bladder leaks or light incontinence, our protective underwear is a fantastic option for you.
They are breathable, odour resistant, super absorbent, leak-proof, stain-resistant, and wick moisture away from your skin so you feel dry, odour free and fresh all day.
Your own comfort is the best guidance. Depending on your level of flow or leakage, you may or may not need to change into a new pair throughout the day, or put on a fresh pair for overnight protection. You may initially feel some dampness but as the absorbent textile wicks the moisture away from your skin this will dissipate. If your underwear does feel excessively damp, it may be a sign you need to change your underwear or perhaps select an increased absorbency.
As long as they feel comfortable and fit snugly, CARER heavy level of absorbency underwear are a great option for night-time period management. However levels of incontinence can vary enormously, and people are often not aware of how much they leak, especially at night. Some might need to get up and go to the toilet in the night, whereas others may experience incidental leakage. Our underwear is likely to handle the latter but not the former. Given this huge variability we don't recommend our underwear as a night solution for everyone, but we know many people find that it works for them, so it really is a matter of an individual's personal situation.
For your convenience, size guides are listed on each product page. If you have further questions, please feel free to reach out to us.
If you are still unsure about your size after reviewing the guide, please email us your waist measurement and the style you are interested in at customer@carerspk.com or via our website's live chat. We will be happy to assist you in finding the perfect fit.
While CARER underwear covers you all day, every day, we do not advise you to use CARER underwear for swimming due to the nature of the fibres and fabrics used.
Ensuring that you wash your newly bought CARER garments before use is not only important for hygiene purposes but also for maximizing the performance of your garments. Giving your garments a wash before the first wear will help activate the Technology in the gusset, ensuring you get the best out of your product.
If this is your first-time ordering and you're wanting to trial the product, we recommend washing and using only 1x (one) pair to see how it works for you.
Please note that our returns policy indicates that we're unable to accept washed items as returns so it's best to take extra care and try on the unwashed pair to ensure you're happy with the fit and performance of the product.
About Men's Underwear
CARER offers 4 levels of absorbency to cater to suit different needs.
Super Light=50~100ml:
Ideal for Drips and dibbles during exercise.
Light/Moderate=100ml~200ml:
Perfect for Frequent drips or light dribbles.
Moderate/Heavy=200ml~300ml:
Designed for Leakage due to surgery or medical conditions, overactive bladder.
Overnight=500ml -1000ml
Offer nighttime protection from urinary leaks for up to 12 hours.
Please note, our underwear is not designed for full bladder voids or fecal incontinence – please discuss your options with your healthcare professional or carer.
Our men's washable protective underwear provides comfortable and discreet protection for all levels of incontinence. Whether you experience mild leaks during daily activities, accidents during exercise, or need overnight protection, we have the perfect fit for you. Our products are designed to keep you feeling dry and confident, no matter what life throws your way.
About Women's Underwear
CARER offers 3 levels of absorbency to cater to your individual needs. Whether you need light protection for spotting or heavy-duty absorbency for overnight use, we've got you covered.
Light/Moderate=0~50ml:
Ideal for light periods, spotting, or as a backup for a cup or tampon.
Moderate/Heavy=50ml~100ml:
Perfect for moderate to heavy flow days.
Heavy/Overnight=100ml~150ml:
Designed for heavy flow days and overnight use, providing maximum protection and peace of mind.
Please note, our underwear is not designed for full bladder voids or fecal incontinence – please discuss your options with your healthcare professional or carer.
Our washable absorbent and protective underwear are ideal for women looking for a convenient, reliable and environmentally friendly way of managing periods, bladder leakage, post-baby bleeding. If you have little or no bladder control or if you have bowel incontinence, we're sorry our underwear will not suit your needs – please discuss your options with your healthcare professional or carer.
Yes. Our protective underwear is perfect for women who experience light to medium bladder leakage. They are super absorbent and leak resistant, giving you the confidence to get out and about, feeling dry and protected. They can be worn as a total replacement for single-use products such as pads and panty liners but are not designed to replace adult diapers if you experience heavy incontinence.
Yes. Our protective underwear is perfect for periods, whether these are light, medium or heavy – choose from three absorbencies to suit your flow. They can be worn as a total replacement for single-use sanitary products such as pads and tampons, or as a backup to tampons or a mooncup.
Wash and Care Guide
Our products can be thrown in the washing machine and dryer with your regular wash. Turn underwear inside out before washing and drying. Rinse after use then wash on delicate cycle below 40°C/105°F, or hand wash separately if you prefer. Dry away from direct sunlight or tumble dry on low heat. They can also be dried in an airing closet or on an indoor drying rack or heated towel rail. Do not bleach, do not use fabric conditioner, do not dry clean.
To help ensure your satisfaction, we suggest trying one item before opening the rest. If the product doesn't meet your expectations, you can easily return any unopened items under our return policy.
Our men's washable protective underwear provides comfortable and discreet protection for all levels of incontinence. Whether you experience mild leaks during daily activities, accidents during exercise, or need overnight protection, we have the perfect fit for you. Our products are designed to keep you feeling dry and confident, no matter what life throws your way.
Social Impact & Sustainability
Many people prefer the convenience, comfort, and discretion of wearing ordinary fabric underwear with absorbency built-in. They also tell us they’re saving money by not having to buy disposable pads, liners, or guards each week, and they prefer the discretion of ordering our underwear online, rather than having to brave the supermarket checkout.
There is no need to worry about disposal of products. This can be a challenge when away from home and/or if you need to dispose of large quantities of products.
All our products are STANDARD 100 by OEKO-TEX® tested and certified as free from harmful substances to human health including allergens and carcinogens.
Carer® washable underwear are an environmentally friendly solution to life’s little leaks. Reusability means a reduction in landfills.
The leak proof undies have a front to rear leak-proof layer, which sits between the outer ‘shell’ of the underwear and an inner fabric lining. The absorbent undies have the same leak proof layer, with an additional absorbent layer that sits directly.
Leakproof Undies
1. You experience irregular periods or light spots, and you’d like some extra peace of mind.
2. You’d like some back-up to a tampon or a cup.
Absorbent Undies
1. You experience heavy, irregular periods and you’d rather not constantly wear sanitary items. You expect your period and prefer to use the absorbent style with or without extra sanitary wear.
2. You want to work out or play sport without sanitary items wear.
3. You’d like to wear a pair as pajama bottoms so that you don’t wake up with stained sheets.