Returned items must meet our criteria:
- Items must be returned unused, intact and unused, with all labels attached and original packaging included.
- Footwear and accessories must be returned with the original boxes and bags, if provided, and placed inside an external protective shipping box.
- When testing a shoe, please do not damage the soles or damage the box.
- If an item has an UnderG security tag, the item must be returned with the tag in its original position.
- Linen and swimsuits must be tried wearing your own underwear. We do not accept any returns that have been worn or dirty.
- The jewelry must be returned in the same condition in which it arrived, including its own packaging and the documents supplied.
- Be careful when trying purchases so you can return them in the same condition. Returns that do not meet our standards will not be accepted.
Our Returns Policy Your returned item must arrive from UnderG without the 14 days from the delivery date. We advise you to book the collection within 7 days from the delivery date to ensure that it arrives within 14 days. To book a return contact the UnderG customer service. We will send you a confirmation email with all the details necessary to complete the return.
What happens next? Prepare the package with the return documents included in your order. That’s how:
- Attach the return label to the outside of your UnderG box.
- Place all objects with all the original packaging inside the box.
- Keep a copy of the return label, as you can check the delivery status of your package with our carrier using the tracking number provided.
Cancellation of an order
It is not possible to cancel an order just made, as once it has been processed it immediately passes into the hands of our Customizer team which takes care of the customization. Pay close attention to the choice of size and model.
Once your return has been received and accepted by our team, the refund will be completed through the original payment method, excluding shipping costs. We will keep you updated at every step. You can track the return of your package with our carrier using the tracking number on the label or you can check the status in your account under “Orders and returns”. If you want, we can issue a credit to UnderG. The amount will be applied at the time of delivery the next time you buy on the site.
Given the nature of the customized items and the fact that they are handmade exclusively for you, we absolutely cannot accept their return or exchanges. The products are final. Pay close attention to the choice of size and model.