At Undressed we offer a very fair Returns and Exchanges Policy. We do our best to ensure all our customers have a happy shopping experience with us and offer you a complete peace of mind when buying products from our website. If there is any delay in processing your return, we will endeavour to get this processed to you as soon as possible.
We want our customers to be happy with their purchases and understand that occasionally you may wish to return an item to us, for either a refund or exchange. Should you wish to return your order for an exchange or refund you will need to make sure you do the following:
- Send your goods back to us within 14 days of receipt of your order.
- Any goods purchased from our website must be returned in the same condition (with tags, and in its original packaging. For underwear, please do not remove the adhesive protective hygiene try on stickers. If you remove this, you will not be able to return your item(s).
- Include the returns form with your order. Please make sure you have done this as it helps our return staff locate your order and manage your return promptly.
- Packaging is classed as part of a product and your goods should be wrapped appropriately so that we receive the item and its packaging in a saleable condition.
- If you have made more than one order on our website, please return them separately, that way you will receive your refund on time.
Defective items and faulty products
We offer a no-hassle refund for any goods that are faulty, damaged, or made in error by us. If items are returned as faulty, we will try and resolve the issue as quickly as possible. In most cases we will assess and inspect the goods and deal with it accordingly. If you are not happy with your order and believe that your order needs to be inspected or replaced, then you can send it back to us at your own cost. In this instance, please expect an answer within 14 working days of returning the goods
Items that are returned as faulty and showing signs of damage which are not the result of a manufacturing fault will not be accepted. We have the right to reject any defective items returned to us in an unsatisfactory condition this includes any goods that have been returned to us showing signs of damage due to everyday wear and tear.
If an item is not being returned due to any issue, under the Sale of Goods Act and is not in a saleable condition, we may refuse the return or charge a 10% deduction from the original cost of your order.
Use the returns form to exchange our products. All exchanges are conducted at the customers expense and please make sure you keep your proof of postage. All exchanges follow the same terms as return for refund items.
On receipt of the returned items we will re-credit the original purchaser’s credit/debit card or PayPal account with a full refund (excluding your original delivery charge). All our refunds may take up to 7-14 working days of receipt of inspection and you will receive an email once your order has been refunded. Please keep a proof of postage so we can confirm you have sent your goods back to us.
Please note that gift vouchers are not cash refundable. Items purchased via gift voucher can be size exchanged, or you can be re-credited with the value. Items marked "Final Sale" cannot be returned.
Where available, replacement items will be dispatched within 7 working days after we have received your returned item. If your chosen replacement size is not in stock, you will automatically be refunded and notified by email. For alternative items, please place a new order on our website or alternatively, please get in touch with our Customer Care team at firstname.lastname@example.org.
Cancelling an item
To cancel your order, please confirm the cancellation in writing to our Customer Care team at email@example.com. You must do this before your order has been despatched. If you have already received your goods and want to cancel the order for a refund, then you will need to follow the standard returns procedure.
For your protection, we strongly recommend that you use a recorded-delivery service or a courier that will offer proof of delivery when you return your goods. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by Undressed. Please be aware that all returns postage is payable by the customer.
If you are outside the US, it is extremely important to declare the goods as 'returned for refund goods' on the customs declaration, as Undressed will not be held liable for any import duties. If this instruction is not carried out, the cost of any customs duties may be deducted from your refund value or the item may be returned to you at your cost. Please note that overseas customers will be liable for any shipping costs for exchanges on orders being made also.
This Returns policy does not affect your statutory rights as a consumer. If you have any further questions, please contact us via email firstname.lastname@example.org or phone us on (333) 642-0204.
Thankyou for shopping with us.