Return Policy

Return Policy

At UNDERLACED, we want you to feel confident and comfortable with your purchase. Due to the intimate nature of products, we ask customers to carefully review our return guidelines below.

I. Eligibility for Returns

We accept returns only for items that meet all of the following conditions:

  • Item is unused, unworn, and unwashed
  • Item is in its original packaging
  • Tags and hygiene protections are intact
  • Return request is submitted within seven (7) days of delivery
  • Item is not damaged due to misuse or improper handling

For hygiene and safety reasons, we cannot accept returns for items that have been:

  • worn
  • stretched
  • washed
  • stained
  • perfumed
  • damaged after delivery

Non-Returnable Items. The following items are non-returnable and non-refundable:

  • Used shapewear or fajas
  • Final sale or clearance items
  • Gift cards
  • Items marked as non-returnable
  • Products with removed tags or hygiene seals

II. Video Documentation

We strongly recommend video documentation when opening your package for faster claim verification.  The video must clearly show the following:

  • sealed package before opening
  • shipping label
  • full unpacking process
  • the condition of the item upon opening

Clear photos may also be accepted depending on the case.  

 

III. Damaged, Defective, or Incorrect Items

Please email us within 48 hours of delivery at support@under-laced.com if you received a damaged, defective, or incorrect item.

In your email, please indicate and attach your order number and video documentation.  We will review the issue and provide a replacement or refund if approved.

IV. Return Shipping Cost Policy

·         Customers are responsible for all return shipping costs unless the item received is confirmed to be defective, damaged, or incorrect. Original shipping charges (if applicable) are non-refundable.

·         Return shipping fees, customs fees, duties, taxes, and any additional carrier charges associated with returning the item are the responsibility of the customer.

·         We recommend using a reliable courier service that provides tracking information and delivery confirmation. Otherwise, UNDERLACED is not responsible for lost return shipments, delayed returns, packages damaged during return transit, and returns sent without valid tracking information.

·         For approved defective or incorrect item claims, UNDERLACED may provide a replacement, refund, or cover return shipping costs after review of the submitted evidence.

·         Please note that shipping costs may vary depending on the courier and the customer’s location. We encourage customers to review shipping fees with their chosen carrier before sending a return package.

·         All return requests must be approved by our support team before the item is shipped back. Unauthorized returns may not be accepted or processed.

·         If your package is refused or returned back to us (‘Return to Sender’), you will be responsible for the return shipping costs. Packages refused are subject to additional fees, which will be taken out of any eligible refunds after the package is returned to us.