FAQ

International Shipping FAQ

  • Brand And Product 


      • What is EBY? 

        • You tell us your panty size, style, and color preferences (check, check, check), and then we curate a beautiful box of seamless undies based on your picks! You can also customize your box each subscription period by selecting the “Custom Box” option. No worries! If you forget to choose your “Custom Box” selections, we will send you a mixed selection.

          We’ll send you your EBY box Quarterly ($39/3 months), or Semi-Annually ($65/6 months) – whichever you choose. Never worry about running out of clean undies again!

      • What is your mission? 

        • We’re here to empower women, on repeat.

          1. Creating seamless intimates that fit your body perfectly and leave you feeling ready to take on the world, sans panty line. Stepping into your EBY’s = stepping into your power.
          2. Funding microfinance loans for women all over the world. Ten percent of every EBY purchase funds loans for women through the Seven Bar Foundation. These women start businesses, lift up their communities, and break the cycle of poverty. Watch Their Stories
          3. The relentless pursuit of empowerment. Members will receive weekly power tips on topics like confidence, getting sh*t done, and living the life of your dreams, and that’s just the beginning.

      • Where are EBY’s made? 

        • EBYs are made in our factory in Sri Lanka, which upholds all UN Women’s Empowerment Principles and prides itself on a multifaceted Women Go Beyond Program. We have a personal relationship with our factory - after all, we make intimate apparel. Mutual respect and a commitment to collective wellbeing are sewn into every EBY garment.

      • What’s the material? 

        • EBYs are 85% nylon and 15% spandex, with a cotton-lining to keep your lady parts healthy. Think equal parts soft and stretch, for a seamless fit that moves with you. Our performance based fabric is made for comfort first, and perfect for everyday wear.

      • What sizes do you carry? 

        • EBYs come in sizes XS - 4X because we want ALL the ladies in our crew. We want you to be completely obsessed with your EBYs, so we also offer a 100% Fit Guarantee.

      • What’s so special about EBY? 

        • EBYs are the best seamless undies you’ve ever worn. Our secret weapon is a no-slip grip. This innovative technology lines the inside of every panty, so it stays in place and moves with you. You can also expect a buttery-smooth feel, no visible panty lines ever, and a collection of styles & designs to suit your every mood.

      • What underwear styles do you carry, and what’s the difference? 

        • Thong
With a flattering curve, this perfect piece contours your body leaving absolutely no visible panty lines.

          Bikini
Full coverage support with a high cut leg opening, to show off those fab legs of yours.

          Brief
Full coverage and serious comfort with this ultra-smooth, modest rise brief. Sizes XS-XL.

          Full Coverage Brief
Ultra-smooth, medium rise, and super-flattering. Hugs in all the right places with no pinch. Sizes 1X-4X.

          High Waisted
The perfect high rise panty. Extra support to smooth out any unevenness and accentuate your curves for a flawless silhouette.

          Cheeky
With a low-rise front and slim bum coverage, this style gives you just the right amount of sass.

      • You also have a seamless bralette? Tell me more! 

        • Yes! The Bralette is completely seamless, supportive for everyday wear, ultra-soft, and crafted for comfort. Shop The Bralette

      • How do I care for my EBYs? 

        • Treat them how we’d all like to be treated - with tenderness and care. Machine wash on delicate. Lay flat to dry.

      • You have a Fit Guarantee, what’s that? 

        • We want you to be completely obsessed with your EBY If your first order doesn’t fit right or sit right, you can contact our team of bonafide Fit Experts within 30 days of receipt, who will match you with exactly the right size and style for your body. We’ll send you a sample to try in a new size within a week.

          Please note: Final sale items are not eligible for Fit Guarantee.

      • Why should I switch to EBY? 

      • Why does your website look different? 

        • We did a little inner-work of our own, and we’re coming back as fierce as ever. Welcome to the refresh. What’s new? The look, the feel, the expanded membership options, the à la carte shopping, and more. What hasn’t changed? Our commitment to perfect, seamless undies, and our mission to empower women all over the world.

      • Do you sell gift cards? 

        • We do not sell gift cards, but we hope to someday soon.

  • Membership 


      • What is the difference between an account and a membership? 

        • An account allows you to see your orders in one place. You can also earn Power Points for orders placed and easily check out with your saved profile information.

          Membership is meant to provide all you busy, hardworking babes with ease. Why get your panties in a bunch when you could get new panties shipped to your door? You’ll receive your new favorite EBYs regularly, without any additional thought or effort on your part.

      • How Does The Membership Work? 

        • To get started, click here to take our styles quiz. Choose your must-have fit, favorite colors, and how often you’d like delivery, and we’ll curate a collection just for you. With our quarterly membership, you will receive 3 pairs of EBYs for $39 every 3 months. With our semi-annual membership, you’ll receive 5 pairs of EBYs for $65 every 6 months. Your subscription is automatically renewed each cycle, so you never have to worry about shopping for undies again.

      • What Are The Perks of Membership? 

        • When you subscribe, you pay 25% less for your box of seamless undies. Also, you’ll enjoy full access to ALL products in VIP Shopping, at a special members-only discount. We’ve got you covered on shipping - it’s always free with your subscription box. You can skip a month or cancel any time. Members also get weekly power tips on how to embody your fiercest self. Plus, when you subscribe, you put your positive impact on repeat. 10% of proceeds for every panty sold goes to empower a woman into business and out of poverty. More EBYs for you = more loans for her.

      • How do I become a member? 

        • To become a member, simply sign up for an EBY subscription. You have multiple choices of the type of box you will receive every 3 or 6 months. You will enjoy Free Shipping and discounts on our website, Always!

      • What Is VIP Shopping? 

        • VIP shopping is an experience we provide that allows our members to purchase our products on demand at a special discount, any time in between their subscription boxes. VIP will include member-only styles and prints, and give early access for all new releases!

      • Can I modify my Subscription? 

        • Absolutely. You can always change your subscription preferences when you make an account with us. Please note that any modifications must be made between the 1st and the 28th day of the month to reflect your next shipment. If you have questions, give us a call at 888.848.1454 or email us at seamlesssupport@join-eby.com. We’re always happy to talk you through it!

      • What's the Difference between Joining as a Member and One Time Purchasing? 

        • Membership is meant to provide all you busy, hardworking babes with ease. Why get your panties in a bunch when you could get new panties shipped to your door? You’ll receive your new favorite EBYs regularly, without any additional thought or effort on your part.

          Nervous about commitment? We’ve been there. EBYs are also available à la carte. You can purchase whatever you want, whenever you want. Please note that members receive discounts and special perks like free shipping and early access on new styles and prints. You can always try us now, and join us later.

      • How Do I know What Size and Style Will Fit me Perfectly? 

        • EBY offers a variety of different cuts, fits, styles and sizes - something for everybody. Refer to our Size Chart to find your perfect fit. As a general rule, if you tend to fall between sizes, size up. Check our Styles Guide for complete descriptions of each style. If you’d like some assistance, please contact our Fit Experts, that’s what they’re here for. You can call us at 888.848.1454, or email us at seamlesssupport@join-eby.com.

      • Will I ever receive Repeat Prints or Colors? 

        • We strive to consistently offer our members new prints and colors to look forward to, but depending on the color preferences you selected, you may receive duplicates from time to time. If you are receiving repeat prints and aren’t a fan, please contact us directly.

      • How Do You Choose What Goes in the Subscription Box? 

        • You tell us - and we listen! Our professional panty-curators put together a selection based on your answers to your Styles Quiz. Or if you choose our Custom Box option, you pick each panty style and color on your own.

      • How do I change My Account Information? 

        • Sign into your account. The Account Settings are listed on the left side of the page. You can edit your Profile Info, Credit Card, and Billing and Shipping address’ as well as change your password from there.

      • What if I forget my Password? 

        • No problem. Just below the Sign In prompt is a link called “Forgot Password”. Click on it and an email to reset your password will be sent to the email you created the account under.

      • I still have trouble signing in, what should I do? 

        • No problem. Just below the Sign In prompt is a link called “Having Trouble Signing In?””. Click on it and enter the email associated with your account and a temporary password. An email invitation to reactivate your account on our new site will be sent to you.

  • Billing & Shipping 


      • What Forms of Payment Do you Accept? 

        • We accept Visa, MasterCard, American Express, and Discover. We do not accept PayPal or pre‑paid cards at this time, but we’re working on it!

      • I See 'Stripe' on My Bank Statement? 

        • Stripe is one of our payment partners. In some cases, you may see “Stripe,” on your credit card statement within the first 24 hours of placing your order. Within a day, EBY should appear on your statement in its place. If you have any questions or concerns about this, just send us an email and we’ll chat it through.

      • Where Do You Ship? 

        • We currently ship to all states and territories In the United States, including Puerto Rico. Shipping to locations outside of the continental US may take up to 4 weeks from shipping date.

          Unfortunately, we do not currently offer international shipping. But don’t worry, we're working on it. We have plans to send these amazing undies all over the world. Send us an email at seamlesssupport@join-eby.com and let us know where you’re from and we’ll make sure we add your hometown to our list.

      • Do You Offer Free Shipping? 

        • On Orders over $50, your EBYs will ship free.

      • Shipping Rates and Times 

        • Orders under $50 are charged a $5 shipping fee. Once your order ships it will take approx. 5 – 10 business days to reach you. Orders are transferred from the shipping carrier to the post office for final delivery. Please note: Orders outside of the continental US may take up to 4 weeks to arrive.

          Expedited shipping is offered at $15. Once the order ships it will arrive in 1 – 4 Business days within the continental US.

      • My Package hasn’t arrived. What should I do? 

        • Use our order tracking service to stay on top of your orders and follow your package from our place to yours. Most of our packages arrive in 5-10 business days from the date the order was shipped, however, some orders may take longer to arrive due to, location, weather conditions, shipping volume etc. Please allow up to 15 days from the ship date for your order to arrive. Your order will be delivered by your local Post office in most instances. If you have not received it by then, contact Customer Service at 1-888-848-1454 (9am – 5pm ET Mon - Fri) or email us at seamlesssupport@join-eby.com for assistance.

      • Why is There No Packing Slip in My Shipment 

        • Not only do we strive to empower women, but we’re also trying to minimize our carbon footprint. In an effort to do our part by Mother Nature, we like to reduce paper whenever possible.

          You should have received a copy of your order info in your email confirmation after you placed the order.

  • Returns, Cancellations, Skipping 


      • Can I Return an Item? 

        • If you’re not 100% happy with your purchase, we're here to help. All full-priced items are eligible for return, postmarked within 30 days of receiving your order. Items must be unworn, unwashed, and undamaged. Reach out to us at 888.848.1454 or seamlesssupport@join-eby.com and we’ll be happy to assist you with your return and find you the perfect fit. All items purchased during site-wide sale are not eligible for a refund. We cannot accept returns if the underwear has been worn.

          Any item received postmarked after 30 days are eligible for Store Credit only. If you received an item in your Member Subscription that doesn’t work for you, please contact customer service at 888-848-1454. We will be happy to help you exchange the item and work with you to make sure your current Box type is the best choice for you.

      • How Long Does It Take a Refund to Process? 

        • Once a refund is issued, you should see the amount returned to your account in 5-10 days. We can offer a store credit as well if you would like to shop immediately.

      • Can I cancel an order? 

        • In some instances, yes you can. Please contact us at 888.848.1454 or seamlesssupport@join-eby.com as soon as possible to cancel your order. If an order has already reached the processing stage, we are unable to cancel it, and it will ship. But we will assist you in returning it once you receive it.

      • How do I cancel My Subscription? 

        • We hate to see you go, but circumstances change, we get it! Please contact us at 888.848.1454 or seamlesssupport@join-eby.com to cancel your subscription. Please include your name, email and your reasoning for cancelling. At the time of cancellation, you may have an order already processing and once shipped, you will be billed. Our customer service team will ask if you would like to continue with your last shipment or cancel it - if it is not already processing.

      • How Do I Skip a Shipment? 

        • You are in control! If you would like to skip a shipment and retain your VIP perks, simply log in to your account, and select “Skip” found under My Membership to skip one full cycle (3 or 6 months). You can use this feature up to the last day of the month before your subscription is due to renew for the skip to take effect in your current cycle. Hint: check your "Next Box" date in your dashboard. If this says August, you have until July 31st to skip and not receive your August shipment.

  • EBY Emissaries 


      • What's The Ambassador Program? 

        • We are so excited about our new ambassador program! Around here, we call our ambassadors EBY Emissaries. An Emissary is a person on a mission. Our Emissaries help spread the word about EBY’s undies and initiatives. In return, they get free undies, swag, and the opportunity to attend exclusive events. Most importantly, though, they see how their actions empower others and get to witness real results for real women — women just like you!

      • What Is The Confidence Project? 

        • As a women’s empowerment brand, EBY is in the business of being an access to power to our members. Our brand promise is, 'The longer she is with us, the more powerful she becomes.'

          We’ve learned firsthand, in order to have real transformation, we have to commit to accessing our power daily, on repeat. It’s an everyday practice. The Confidence Project, TCP, is an intimate, provocative and deeply moving exploration of how we have all fallen victim of uncertain circumstances. TCP provides women with the access to step into their power through moving content that connects our community and sparks conversation about the topics we care about most.

  • Contact Us 


      • How Do I Talk To A Real Person? 

        • You can contact one of our Undie Experts at seamlesssupport@join-eby.com. Or call us between 9am – 5pm Monday through Friday at 888-848-1454.

          Our customer service team will not be available on major holidays or weekends, but will contact you immediately when we return. Send us a message!