We know that finding the perfect fit, especially when trying something new, can feel overwhelming.As a first-time customer, you're eligible for a store credit or refund for one item from your initial order if it doesn’t meet your expectations. Please note, our 60 Day Risk-Free Trial applies only to your first order and does not cover postage costs. For any purchases after that, while the risk-free trial does not apply, you can still return unopened extra pairs for a refund or exchange them for a different product.

To take advantage of this offer, simply email us at customer@carerspk.com with your order number, the name of the product you're claiming, the reason for your claim and if you prefer a refund or exchange. Please note that no further refunds, credits, or exchanges can be given for any additional worn undergarments. Additionally, the following items are excluded from the 60 Day Risk-Free Trial:

Accessories including

• Washbags, laundry bags
• Mesh Underwear
• Catheter Leg Holder
• Washable Bed Pads
• Products Marked as "Final Sale"

We want you to have the best possible experience with our products, and we're confident that our 60 Day Risk-Free Trial will help you find the perfect fit for your needs.

We process orders within 24 hours. This time frame applies to weekdays only (Monday through Friday, excluding holidays). If you realize there’s a mistake with your order address, please contact our support team right away at customer@carerspk.com or via our website's live chat. As long as you contact us within 2 hours of placing your order (even if we don't reply to you immediately), your order typically won't be packed, then we’re able to:

• Cancel orders
• Add, remove, or replace items in your order
• Update your shipping address

However, if your order is already in the packing stage, we won’t be able to make changes or cancellations.Please note that during high volume periods, such as holidays and sales, there may be delays in our response time.

We are not liable for refunds or replacements for any lost parcels due to an incorrect address entered at checkout.

If you have a discount code to redeem, just email our Customer Experience team at customer@carerspk.com within 48 hours of your purchase. We'll check the validity of the code and if it’s applicable to your purchase, we’ll apply it to your order.

Before proceeding to checkout, you will see a summary page.

This will show you your items and the total of your order. There is a Discount code box below the "proceed to checkout button". 

Type your coupon code here to apply it to your order. 

Please note that multiple discount codes cannot be applied and discount codes can only be used once per customer.

We apologize if you're missing items from your order, but please don't worry – we're here to assist you.To swiftly address this matter, please follow these steps:

1. Provide us with your Order Number.
2. Specify the item/s that you did not receive.
3. Send a photo with all the items you received in one picture.
4. Confirm whether the package showed any signs of damage upon receipt or if there were indications of tampering.

We kindly request that you reach out to us at customer@carerspk.com within 30 days of your purchase date to inform us about any incorrect items or orders. Your cooperation is greatly appreciated as we work to resolve this issue for you.

We're sorry if you've received an incorrect item or order. To make this right immediately, please follow the steps below:

Contact us at customer@carerspk.com immediately to notify us of the issue and provide us with your Order Number, the item you did not receive, and the name of the item you received in its place. Additionally, could you please attach a photo of the item(s) you received that are incorrect? This will help us resolve the issue more quickly.

We kindly ask that you contact us within 30 days of your purchase date to let us know about the incorrect item or order. We appreciate your cooperation in helping us resolve this for you.

CARER is committed to providing our customers with high-quality goods, and we take extreme care in ensuring their quality. However, if for any reason you find a fault with one of our products, we would like to help you resolve the problem as soon as possible.

To notify us of a faulty product, please email customer@carerspk.com and provide the following information:

• Your order number
• A photograph of the affected garment/s (please ensure that all affected garments are included in one photo)
• The size and style of the faulty item
• The batch number of the item
• which can be found on the package label, for our reference

Once we've shipped your order, you'll receive a Shipping Confirmation email that includes your Tax Invoice. If you don't see it in your inbox, it might have sneaked into your spam folder. No worries though! If you need a fresh copy of your tax invoice, just drop us an email at customer@carerspk.com, we're here to assist you!

Just a heads-up, the US$11 off welcome discount doesn’t apply to sale items, gift cards, or Give A Pair, and it can’t be combined with other offers.If the items you’re trying to buy fall into one of these categories, that’s probably why the discount isn’t working, double-check to be sure. And if you need any help, our support team is always here for you!

Customer Support: customer@carerspk.com

To get your discount code, simply scroll to the bottom left of our website, enter your email in the box, and it’ll be sent straight to your inbox. You can also enter your email in the pop-up message when you visit our site.

If you no longer wish to receive emails from us, unsubscribing is easy and takes just a moment. Here’s how you can stop receiving our communications:

1. Find the Unsubscribe Link: Scroll to the bottom of any email you have received from us.
2. Click on "Unsubscribe": You’ll find an "unsubscribe" link. Click this link to automatically remove yourself from our mailing list.
3. Confirmation: After clicking the unsubscribe link, you should receive a confirmation that you have been unsubscribed.

If the unsubscribe link doesn't work, or if you encounter any issues during the process, please contact us directly at customer@carerspk.com. Please provide:

1. Full Name
2. Email Address
3. Phone Numbers if applicable (for SMS subscription)

Our team is committed to resolving unsubscribe requests typically within one week.We value your time and commitment to us, and we're dedicated to making your experience as seamless as possible. Thank you for being a part of our community!

To initiate a return or exchange, please follow these steps:

Contact Our Customer Service:

Email or contact our support team at customer@carerspk.com and provide the following information:

• Your Order Number
• The product(s) and quantity you wish to return.
• Your desired outcome: A refund or an exchange (please specify the new item/size if requesting an exchange).
• The reason for the return/exchange.

Receive Return Address:

Once we have this information, we will confirm the eligibility and provide you with the official return shipping address.

Ship and Track:

Please send the item(s) back to the address provided and supply us with the return tracking number.

Remember, products must be returned unopened, in their original condition, and with all tags attached.

Postage costs are generally the responsibility of the customer.

In specific cases (such as receiving a damaged or incorrect item), we will cover the postage costs.

Processing Returns:

We aim to process returns within 7-10 business days after they arrive at our warehouse. Keep in mind, processing might take a bit longer during busy periods like holidays and sales.

If you think your return’s been delivered but hasn’t been processed yet, just send us an email at customer@carerspk.com with your return tracking number and we’ll take care of it.

Thank you for being a part of CARER. We’re here to help every step of the way!

At CARER, we aim to keep our returns process as smooth and efficient as possible.

We usually process returns 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 along with your parcel’s tracking number. We’re here to help you promptly.

Customer Support: customer@carerspk.com

Reminder: Please check your junk or spam folders for any email updates regarding your return, especially if you used a different email address for your order.

You’ve got 60 days from the delivery date to return 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.

If this is your first order, you could be eligible for our 60-Day Risk-Free Trial. For your very first opened item (only one), you can receive a full refund while keeping the product. For any other items/orders, we typically can’t accept returns on opened items due to hygiene reasons.

Feel free to reach out to our Support Team at customer@carerspk.com, and they’ll be happy to help you explore your options.

While CARERunderwear covers you all day, every day, we do not advise you to use  underwear for swimming due to the nature of the fibres and fabrics used. 

The frequency of change is highly personal and depends on several factors: the individual, the style, and the output.

Product vs. Output

Style Absorbency Varies: Each style in our range is designed with a different capacity. Finding the right style for your specific needs is key to maximizing wear time.

Personal Output Varies: Your urinary output volume and frequency are unique to you. What works for one person may not work for another.

A useful tip: If the top layer of the gusset feels wet, it's usually a sign that it's time to change. Our innovative technology is designed to draw moisture into the middle layers and keep the surface feeling dry, so a damp top layer means it’s time for a fresh pair.

CARER leakproof underwear can be a total replacement for disposable products (panty liners, pads, guards, tampons) or can work in conjunction with them.

It’s all about knowing your need, and which absorbency level suits you best. You can find out more information on our different absorbency levels here.

Selecting the right absorbency for your CARER leakproof underwear depends on how much you leak and personal needs.

Understanding Your Absorbency Needs

The absorbency level you need is unique to you and how much you leak. We recommend trying them at home first to see how they work with your how much you leak and the absorbency level you’ve chosen.

Tips for New Customers

If you’re new to CARER, it’s a good idea to wear your leakproof underwear at home for a day. This helps you understand how your urine interacts with our technology. Look for signs like the gusset or padding feeling wet—this indicates that the absorbent layers have reached capacity, and it’s time to change into a fresh pair.

Explore Our Absorbency Levels

To find the best absorbency and style for your needs, take our Find Your Perfect Pair Quiz and learn more about our absorbency, style and fit options. You can also find additional information here.

Here’s an overview of our absorbency ranges:

Plastic pants

0ml = prevent leaks only

For: Wear plastic pants over their standard absorbent products for providing an extra layer of security and prevent accidental leaks

SUPER LIGHT

Absorbency - 50ml~100ml

For: Minimal dripping or occasional wetness. Leakage is extremely small, just a few drops, often related to vigorous activity or slight pressure.

LIGHT-MODERATE

Absorbency - 100ml~200ml

For: Frequent dripping or small bursts. Leakage is small but more frequent.

MODERATE-HEAVY

Absorbency - 200ml~300ml

For: More frequent leaks or surges. Leakage is a small stream or spurt.

ULTRA

500 ml with reusable insert in place.

If you need more help in choosing the right absorbency, feel free to contact our support team. If you need more help in choosing the right absorbency, feel free to contact our support team at customer@carerspk.com.

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/padding, 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.