FAQs

As Subset, we're carrying on the same product standards you've come to know and love with Knickey: fit-first designs that work with your body, in supremely soft certified organic cotton. You'll find most of Knickey's bestselling styles and colors on Subset, as well as an expanded product offering and updated designs - including Men's underwear, Women's Soft Bras and even more lounge pieces. Plus, you can rest assured that no changes have been main to our signature organic cotton blend - we are still using the same GOTS-certified fabric with that just-right feel that put us on the map. 

We believe in setting new standards. So we skipped the pesticides and PFAs-ridden fabrics that make up most clothing out there and went with a natural fiber. Our essential innerwear is made from clean, comfortable, certified organic cotton – because it’s easy on the earth, and easy on you. You can find the precise material composition of each of our styles on our product pages.

We’re obsessed with fit because innerwear has zero room for compromise, and our range of styles meet a variety of preferences. To figure out what fit works best for your body, we created the best return policies out there to help you find your perfect fit.

Underwear: With our First Pair Guarantee, try one pair of each unique style and size you order to see what you think, and return risk free if needed. Just be sure to keep any duplicate pairs you order unopened and unworn in case you do need to make a swap.

We recommend wearing each unique style of undies you’re trying for a full day in order to understand how they fit before wearing and washing any duplicate pairs of the same style and size.

Bras & Lounge: Make sure your skin is clean when trying on, free from any deodorant, self-tanner, lotion, oils, makeup or fragrance.

Socks: Only unopened socks may be returned for any reason, so please be sure to keep socks in their original packaging.

We recommend washing in cold water and hanging dry to save energy and extend the life of your products. When needed, our products are dryer-safe on low. Use of earth-friendly detergents is recommended, and do not bleach.

In addition to our core colors, we release limited edition hues multiple times a year. If you're looking for access to them first, sign up for our mailing list and you'll be the first to know when new things land.

We're always hard at work to expand our product offering to accommodate more styles, shapes and sizes. Sign up for our email list to see what drops next.

If you want to change or cancel your order, it's important to act fast! You can cancel your order directly on the order confirmation page by selecting the order action "Cancel," or by going to your account. You can also reach out to our team at hello@wearsubset.com or via Chat and we'll do our best to make your requested changes. However, once an order has been shipped, we are not able to process any changes to your order.

Get in touch with our customer service team as soon as possible after receiving your order confirmation. We'll do our best to make your changes. If your order has already been processed and shipped, we are no longer able to make any changes.

You should receive an order confirmation after you've completed checkout. While we work to ship most orders within 1-2 business days, please note that fulfillment and shipping times may be extended during high volume periods such as holidays, sales, restocks and launches. Once a package is handed off to the shipping carrier, Subset has no control over the delivery timeline.

We ship Monday-Saturday, excluding holidays. Once your order ships, you'll receive another email with a tracking number you can use track the progress of your order.

If something seems out of sort, please reach out to our customer service team at hello@wearsubset.com or via Chat and we'll make it right!

If you haven't received a confirmation within a few hours of placing your order, please reach out to our customer service team at hello@wearsubset.com or via Chat for assistance.

You can reset your password here, or reach out to our customer service team at hello@wearsubset.com or via Chat, and we'll help you out.

Yes - if you’re new to Subset, we offer a one-time discount to new customers upon subscribing to our email list.

Only one discount code can be used per purchase; bundle discounts cannot be combined with any other discount code. Bundle discounts will be automatically applied in your cart before checkout, and all other discount codes can be applied at checkout.

We offer bundle discounts when you purchase multiple pairs of the same style. Please see our bundle pricing below:

Women's Underwear: 3 pairs for $50
Men's Underwear: 3 pairs for $75
Soft Bras: 2 Bras for $110
Bralettes: 2 Bralettes for $85
Tees: 3 Shirts for $100
Tanks: 3 Tanks for $90
Socks: 3 pairs for $30

Bundle pricing is only applicable when purchasing the same style, but you can mix and match colors and sizes within that style to get the discount.

When checking out with Shop Pay, you have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments. Rates from 0%-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses. In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase. Please note, gift cards cannot be purchased with Shop Pay Installments.

How it works

1. Add items to your cart

2. Check out with Shop Pay.

3. Choose to pay in 4 installments.

Your first payment is either due at checkout or 2 weeks after your purchase. The next 3 remaining installments are automatically charged to your card saved on Shop Pay every 2 weeks. Don't worry, you'll get an email reminder before each payment to remind you.

Which payment methods are accepted if I use the option to pay Installments on Shop Pay?

The installments option on Shop Pay is available on debit and credit cards.

Are there late fees?

No, there are no late fees if you miss a scheduled payment.

What if I make a return on a purchase made through Installments with Shop Pay?

If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.


If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.

If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.


If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.

Have more questions?

For questions about installment payments on Shop Pay, visit shop.affirm.com/help

For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.

*Payment options are offered by Affirm and are subject to eligibility check and might not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license.

All Knickey gift cards continue to be valid on Subset. Simply enter the gift card code when checking out, and the applicable amount will be applied to your order. Reach out to hello@wearsubset.com or via chat if you are having issues using your Knickey gift card.

All US orders are shipped via DHL or USPS. Please allow 1-2 business days for orders to be fulfilled. Following order fulfillment, orders that qualify for Free and Economy rate shipping are mailed with DHL Smart Parcel Ground, which is a 3-8 day service. If you've opted for Standard shipping, your order will ship via DHL Smart Parcel Expedited, which is a 2-3 day service.

Please note that fulfillment and shipping times may be extended during high volume periods such as holidays, sales, restocks and launches. Once a package is handed off to the shipping carrier, Subset has no control over the delivery timeline.

Live outside the US? Check out our International FAQs.

We're currently ship within the US including PO Boxes, Alaska, Hawaii, Puerto Rico and the USVI, as well as select international countries. Check out our International FAQ section for the full list of international countries we currently ship to. If you're an international customer from another country, join our email list to catch shipping updates.

Tracking is linked on your shipping confirmation email. Can't find it? Reach out to our customer service team at hello@wearsubset.com or via Chat for help!

Start by reviewing our Return Policies to ensure that you’re eligible to return, and then visit the Subset Returns Center to start an exchange, return to store credit or refund. Once you submit your request, we'll send you a prepaid USPS shipping label for you to send back your items. We cover the return shipping for exchanges and returns to store credit, but if you’d prefer a refund, return shipping will be $8.

Returning from outside the US? See our international return policy.

Returns happen, so we make them easy. Once you start a return request in our Returns Portal, you’ll select which return option you prefer for each item in your order that you’re returning, and you can mix and match multiple return options.

Exchange 

If you’re interested in trying out a different color or size, you can submit an exchange. Once your return package has been handed off to the USPS and is marked in transit, your new exchange order will be created. All exchanges are even exchanges, meaning previous discounts are honored. If you'd like to exchange to a different style or product, please select to return to Store credit.

Instant Exchange 

Rather than sending your items back to us before your exchange order is created, with an Instant Exchange, you can submit an exchange request and keep the items from your original order until you decide what fits best! This allows you to secure the inventory immediately and ensures that the items you want are in stock.

After you’ve selected the items from your original order that you would like to exchange, simply select ‘Instant Exchange’ on the ‘review your return’ page. From there, you will be prompted to enter your credit card information to place a temporary hold on your card, and your exchange order will be created immediately.

Once your original return items are in transit back to us, the hold will be removed from your credit card. Please note, if your return items are not sent back within 14 days, your card will be charged for the cost of the new exchange order. If you would not like to add your credit card information, you can submit a regular return request.

Shop Now Return

Our 'Shop Now' feature allows you to use your return credit right away to purchase new Subset products. If you purchased undies but want to try out a Bralette instead, you can use Shop Now and pay the difference upfront rather than requesting a return and placing a new order on our website, or add additional items. Your new order will be processed as an exchange once your return items are in transit back to us.

Return to Store Credit

Once you’ve submitted your return request and your return package is handed off to the USPS, you’ll receive an email confirmation with the details of your store credit. Store credit does not expire and can be used toward any future purchase. 

Return to Refund

We offer returns to refund within 30 days of purchase under our First Pair Guarantee.  Once we receive your return, we will process your refund within 5 business days. 

For refunded items, payment will be issued to the original payment method within 7-10 business days of processing your return. Please note, a $8 return shipping fee will be deducted from the refund total.

If you need to edit your return request after its been submitted, please reach out to hello@wearsubset.com before shipping your products back.

Yes, you may request a return for refund within 30 days. Please ensure that you review the return policies for the items you wish to return, specifically our First Pair Guarantee, which covers trying on 1 pair of each unique style and size of underwear in your order, risk-free. If duplicate pairs of underwear have been tried on, we will not be able to offer a refund on those pairs.

Please note that we charge a $8 return shipping fee for all returns to refund, and that shipping costs on the original order are not eligible to be refunded. All returns must be requested through our Returns Center.

We try our best to process returns and exchanges within 5 business days of receiving the returned package.

We never resell any opened undies, because, 1. it's against our company policy, and 2., it's against New York State law. Any opened undies returned to us are recycled through our Recycling Program.

No. If you are Recycling with us, please send your items in separately from any Returns, using the pre-paid shipping label provided from your Recycling request. Returns and Recycling are sent to different locations in the US, and as our systems are separate and entirely automated, we are unable to provide any Recycling rewards for items sent back within a Return.

You are welcome to recycle as much as you can fit in one shipping bag or box. For each shipping label generated, only one package can be shipped. If you want to recycle more, you will need to generate an additional label.

Once your package arrives at the SuperCircle warehouse, their team receives, sorts, and grades the materials received based on wear and material composition. When enough of one material is collected (for example, 1,000 pairs of cotton underwear), the materials are passed along to SuperCircle's many recycling partners who, recycle it into yarn for new textiles or downcycle it for use in insulation, furniture batting and more. This process ensures that everything reaches its best secondary use and avoids the landfill.

SuperCircle powers circularity for the world’s leading fashion brands. SuperCircle creates the bridge between retail and waste management through an innovative tech platform and reverse logistics system to tackle the problem of post-consumer textile waste. By partnering with SuperCircle, we're joining forces with other brands that are also tackling textile waste, and using our collective resources to improve recycling technology.

As our part of our partnership with SuperCircle, you now earn 20% off to use on any future Subset purchase. Your Recycling reward will be emailed to you once your Recycling package is in-transit, but you can also view your rewards in the SuperCircle portal by logging into your account.

Shipping, duties and taxes for your international order are calculated automatically at checkout. Shipping costs will vary depending on address, order value and which shipping speed you choose.

Duties, taxes and fees are collected by each country’s customs authority. Things such as the order value, country of origin and trade agreements determine these charges, and we calculate these fees automatically at checkout so there are no unwanted surprises when you get your goods.

We accept returns to exchange, store credit or refund. All returns must be initiated through our online Returns Center, and international customers must pay for their own return shipping. Feel free to reach out to our team at hello@wearsubset.comor via Chat in case of questions regarding your return.

The Recycling Program is available to customers in the US and Canada. If you are outside of these areas, we encourage you to explore local options for clothing recycling!

From seed to shelf, organic cotton is better for the environment, the people who produce it, and the people who wear it. It's grown without the use of genetically modified seeds, toxic pesticides, or harmful fertilizers, which helps to maintain biodiversity and reduces the impact to local communities. Cotton farms take at least 3 years to convert from conventional production to organic practices, and to be certified organic, the cotton must be grown using specific farming standards, and undergo regular testing for chemical residues.

The Global Organic Textile Standard (GOTS) is recognized as the world's leading processing standard for textiles made from organic fibers. It defines high-level environmental and social criteria along the entire organic textiles supply chain. And it's not a certificate you can simply download and print out. Third-party organizations must certify that fiber processors and textile producers never use restricted chemicals, and maintain strict fair labor standards. This means that the products that you purchase from Subset are not only made with organic cotton, but maintain organic standards at each processing and manufacturing step.

Our factories are GOTS and Fair Trade certified to ensure everyone involved in the production of Subset products is treated with the respect and care they deserve. That means living wages, safe working conditions, the right to unionize, and absolutely no toxic substances that could be harmful to people’s health. Additionally, all of our Tier 1 and Tier 2 manufacturers are required to commit to and sign our Supplier Code of Conduct, which ensures they follow Fair Trade standards.

Our packaging is 100% plastic free and recyclable, and we use recycled content, low impact inks, and biodegradable adhesives. Where possible, our packaging is made with a high percentage of post-consumer recycled waste. Please see below for more information on the composition of our packaging:

Shipping Boxes & Envelopes: FSC-certified 100% recycled cardboard & paperboard
Order Inserts & Notecards: FSC-certified paper w/recycled content
Tissue Paper: FSC-certified paper w/recycled content
Stickers: 100% recycled paper facestock

Yes, Subset purchases carbon offsets to “neutralize” the unavoidable emissions that happen when your order is sent from our warehouse to your doorstep. Carbon offsets are payments made to projects that explicitly sequester or reduce the equivalent amount of CO2 emissions. We partner with Cloverly to calculate the estimated carbon emissions from your order, based on the weight of your package and the distance your order travels from our warehouse. Then we contribute to vetted offsetting projects to ensure that an equivalent amount of CO2 is removed from the atmosphere. Some of these projects include building wind turbines in Turkey, or capturing emissions from dairy farms in New York. And don’t worry, we take on the cost of offsetting.tting.

While we design our products with durability in mind, there may come a time when you are ready to retire them. For that reason, we offer a Recycling Program in partnership with SuperCircle, to provide a way to responsibly dispose of your worn-out items, Subset or not. Simply head to our Recycling Program page, where you can create a SuperCircle account and download a shipping label. Once your old items are en route, we will send along $25 to use on your next Subset order. A win for the planet and a win for you!

We're always looking for talented humans to join the Subset team. Drop us a line at hello@wearsubset.com to tell us your story.

We'd love to hear from you. Please reach out to us at communications@wearsubset.com.

We accept wholesale orders via the platform Faire. For any retailer who is new to Faire, you may receive 50% off your first order (up to $150 max.) and one year of free shipping. To place an order, go to https://faire.com/direct/subset, or reach out to wholesale@wearsubset.com for questions.