How to make a purchase:
Do I need an account to place an order?
An email address is all you need to start the purchasing process. We advise you to create an UnderG account to add your favorite brands and items to your wishlist and to start buying easily.
I forgot my password, what should I do?
How can I receive e-mail updates?
If you wish to stay informed about new arrivals, current trends and exclusive promotions, enter your email address at the bottom of the homepage. By logging into your account, you can personalize our communication with you.
How do I complete an order?
Here is a simple guide on UnderG:
- Choose the category or designer from the drop-down menu. Alternatively click on Search to find a specific look or what you want.
- Select the size of the product you like and click on “Add to cart”. Once you have chosen the items you like the most, proceed to checkout.
- Sign in or sign up if you haven’t done it yet. If you don’t have an account, you can simply enter your email address.
- By entering your shipping address, payment method and shipping information, your order will be completed. Once the payment is confirmed, we will prepare it carefully and send it where you indicated. We will do everything to keep you updated step by step!
Where can I find advice on sizes?
Click on “Size Guide” to see the conversion table. In addition, we provide the sizes of the models that wear the products, look for information on “Size & Fit”.
Can I order by phone?
Yes, our Customer Service will be happy to help you complete your order by phone.
Can I cancel or make changes to my order?
As your purchase will be ready for shipment, contact our Customer Service as soon as possible to cancel or make changes to the order. Unfortunately we are unable to add items to an existing order, but we encourage you to enter a new order for any additional pieces. Further information on canceling an order can be found in our returns policy.
Payments and prices:
Why is the price so special?
On UnderG you can find unique products, customizations and jewelery selected by a dedicated team. Note well. When you decide to select an item in your wishlist and in the cart, you are not entitled to a particular price.
How many currencies can I buy?
The currency you use to pay is consequent to where you send your order and will be shown at checkout before completing the payment. If the currency you choose is not available, your order will be in EUR.
When is the card charged?
If you pay by debit card or PayPal, the payment takes place when your order has been placed. If you pay by credit card, payment will be made upon shipment.
What payment methods do you accept?
- American Express
- Visa Electron
- Alipay (Only for continental China and for Taiwan region, Hong Kong and Macau)
- UnionPay (Only for continental China and for Taiwan region, Hong Kong and Macau)
- JCB (only for Japan)
- iDEAL (Only for the Netherlands)
- Klarna (only for Germany, Austria, Switzerland and Belgium)
- Postepay Recharge
Is my personal information safe?
Product Availability & Authenticity:
Will my size be available again?
If you want to be notified when a sold out item is available again, you can click on “Cut not available?”, Select the size and enter your email address.
Can I book an item to buy it in the future?
Unfortunately not. To facilitate the purchase by everyone, it is not possible to book an item in advance. This means that if you save a product in the cart or in the wishlist, it is not booked.
Are the items sold on UnderG authentic?
Our experts take care of every product guaranteeing its authenticity. some products can be customized, customized and modified. Authentic labels or serial numbers can sometimes be missing.
How is my order packaged?
Your order will be carefully packaged in an UnderG protective box to ensure that you arrive in excellent condition.
Are your shoes weather resistant?
YES. Our products are water and weather resistant. We prepare the material for painting and use professional clear varnish to ensure that your shoes can be worn even in the rain. However, please be careful not to scratch the painted areas as this could damage the painting.
How do I clean my shoes?
Please clean your shoes with clear water only. Avoid scratches and rubbing on painted parts.
You can use a repellent spray to protect the shoes.
Transportation, Taxes & Duties:
How much is the shipment payment?
Each UnderG order has shipping costs that vary according to size, weight and destination. This information will be displayed at checkout. We also offer a shipping rate for orders above a certain threshold, this means that you can buy multiple items, from different places, paying one.
Find out more on Shipping costs.
When do I receive my item and how can I check the package in transit?
Once the order details have been confirmed, your item will be carefully prepared and sent within 10-12 working days. Delivery normally takes 2-3 days after shipment, depending on the location and method chosen. We will keep you updated with communications by email and tracking code so you can track your package and an estimated delivery date. You can also follow the status in your UnderG account under ‘My Orders’. UnderG sends to most destinations on a DDP basis (Delivery Duties Paid). This means that all applicable taxes and duties are included in the final purchase price and there are no additional costs due to delivery.
Returns & Refunds:
What is the Return Policy?
If your order is not what you expected, you can return it within 14 days from the date of shipment through a free service. We suggest you return it within 7 days to prevent your order from arriving within the 14 days allowed. If you want to change it, it must be restored and you must proceed with a new order. Just go to “My orders and return” in your UnderG account to arrange a return or contact our Customer Service for assistance. For more information on returning an order, please see our return policy
How do I prepare my return item?
Follow these steps to prepare your article:
Place the items to be changed or returned with original packaging inside the UnderG box.
Attach the return label and a signed copy to the outside of the UnderG box. Do not apply labels if it is a custom branded box.
Find out more about the preparation of the package for a return on ours policy
When will I receive my refund?
As soon as your item is received and accepted by our team, we will send you an email to confirm the completion of the refund. Refunds are issued through the original payment method and will normally be displayed within 10 working days, depending on the processing time of the payment provider. To ensure that the refund is as fast as possible, make sure that all items meet the conditions of our return and refund policy. Our policy.
Is shipping and duties refounded?
Although UnderG offers free refunds for all orders, the original delivery cost will not be included in the refund. If you have sent an order to a DAP (Delivery At Place) country / region, taxes and fees are not refundable under UnderG. You can retrieve them by contacting the local customs office directly. If you have sent an order to a DDP destination (Delivery Duties Paid), taxes and duties are refundable via UnderG.