Return & Refund Policy

General Returns and Refunds Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. You will receive a refund of your item at the price you paid, less $8.95 return label fee.

To be eligible for a return, your item must be in the same condition that you received it. Items will only be accepted for a return if unworn, unused, unwashed, and tried on over clothing. Tags and original packaging must be intact. You’ll also need the packing slip for proof of purchase.

Bundled Packs of the same style

If purchasing a Bundle Pack, you may open one (1) item only to try on over clothing. The remaining Bundle Pack items must be returned in sealed and unopened packaging if the whole Bundle Pack is being returned.  There are NO EXCEPTIONS to this policy.

  • At our discretion, we will exercise the right to refund and discontinue business with any customer who attempts to abuse our policy.

Starting a Return

To start a return, contact us at hello@undiesloft.com, subject line: 30 Day Return. If your return is accepted, we’ll send you a return shipping label with tracking within 48 business hours of processing. Items sent back to us without first requesting a return will not be accepted.

UndiesLoft.com will provide you with a postage paid return label with tracking via the email address used to initiate your return.  Please check your spam or promotions folder.  

You can always contact us for any return questions at hello@undiesloft.com.

What Happens to Returns?

All returned and unused products are donated to charity to support people in need and to reduce our carbon footprint within landfills. 

Damaged and Defective Items

Please inspect your order upon receipt and contact us within 48hrs of delivery (including weekends) if there are signs of material damage (actual damage to the product itself) defects, or if you received the wrong item due to our fault.

If you believe you have received a product that is faulty, please contact our Undies Gurus at hello@undiesloft.com Subject Line: Damaged + Your Order Number so we can promptly evaluate the issue and make it right. 

To ensure we resolve your concern as soon as possible, you will need to provide our Undies Gurus team with the following information:  

  1. Your order number 
  2. The name of the affected item(s) 
  3. A photo of the fault  

You will be required to provide a photo of the faulty item. If there are multiple defects, all items and their defects must be identified in one (1) photo. If the defect is proven to be a manufacturing fault, we will request proof of you "zeroing out" the item by cutting into 3 pieces and emailing the photo of the "zeroed" items.

This allows us to protect the integrity of your experience and protect the functional reputation of our products by eliminating underperforming garments. There are NO EXCEPTIONS to the "Zero Out" policy.

Upon receipt of email with "zeroed out" garment images we will:

  • Send you a replacement pair of the same product.
  • At our discretion, we will exercise the right to refund and discontinue business with any customer who attempts to abuse our policy.

Please note: General wear and tear damages, including damage incurred as a result of not following our care instructions, are not considered to be product faults. 

Our Damaged and Defective Items Policy is not applicable for purchases made through external stockists or wholesalers.

Our Damaged and Defective Items Policy is only valid for purchases made directly through the UndiesLoft.com website. Please refer to the stockist or wholesaler faulty items policy if purchasing elsewhere.

Exclusions / Non-returnable Items

All garments* purchased at full price, with a discount code, or during a promotion can be returned for a refund or store credit. This excludes end of season sale and any item clearly marked as being clearance/final sale.  

*The following items are ineligible for a refund or credit:  

  • Discontinued/clearance items/irregular items
  • Limited Edition items if communicated on the product page at time of purchase 
  • Accessories 
  • Returns will be for the amount purchased less original shipping fee

Certain types of items cannot be returned, including final sale or model, irregular garments, or gift cards. Please reach out if you have questions or concerns about your specific item. Our Damaged and Defective Items Policy excludes items clearly labeled as not in perfect condition/irregular at the time of purchase. Such items cannot be refunded, credited or replaced. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If an exchange is needed, a postage paid label with tracking will be provided to you. 

Note: You will be charged for shipping of new items. Free shipping is not eligible for exchanged or return items.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, less return label charge. This may take up to four (4) weeks upon notice of approval. Please remember it can take some time for your bank or credit card company to process and post your refund.

 Please review our sizing chart to ensure the best fit.

Thank you for supporting female-veteran owned business!!

Sincerely,

UndiesLoft Team

*Policy subject to change without notice.