Returns and Refunds

Personalized Items:

Due to the nature of custom items and the "handmade" factor, we absolutely cannot accept their return or size exchange. Pay close attention to your choice of size and pattern.

It is not possible to cancel an order that has just been placed, as once it has been processed it goes immediately into the hands of our Customizer team who will make it happen. Pay close attention to your choice of size and pattern.

However, there are non-customized items that can be returned.

Returned items must meet our criteria:

  • Items must be returned unworn, undamaged and unused, with all tags attached and original packaging included.
  • Footwear and accessories must be returned with original boxes and bags, if provided, and placed inside a protective outer box for shipping.
  • When trying on a shoe, please do not ruin the soles or damage the box.
  • The jewelry must be returned in the same condition as it arrived, including its packaging and the documents provided.
  • Be careful when trying on purchases so that you can return them in the same condition. Returns that do not meet our standards will not be accepted.

Our Return Policy:

Your returned item must arrive at UnderG® without 14 days from the delivery date. We recommend that you book your pickup within 7 days of the delivery date to ensure that they arrive within 14 days.

To book a pickup, contact UnderG® customer service at contact@undergofficial.com.

We will send you a confirmation email with all the details you need to complete the return.

 

What happens next?

Prepare your package with the return documents included with your order. Here's how:

  1. Attach the return label to the outside of your UnderG® box.
  2. Place all items with all original packaging inside the box.
  3. 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.

Once your return has been received and accepted by our team, the refund will be completed via the original payment method, excluding shipping costs and fees of the selected payment method. We will keep you updated every step of the way. 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 on UnderG®. The amount will be applied at the time of delivery the next time you shop on the site.