Frequently Asked Questions
Due to tariffs, shipping to the US is temporarily on pause. Click here for more information.
Canada Post Potential Strike: Click here for information.
Where do you ship from?
What are your shipping options?
What are your shipping costs and delivery times?
US:
Standard shipping: $10USD
Estimated delivery time: 4-8 business days
Shipping for Alaska, Hawaii, U.S. territories outside the contiguous U.S will take longer.
Canada:
Standard shipping: $12CAD
Estimated delivery time: 1-8 business days
Delivery estimates by region:
2-4 business days (BC)
2-6 business days (Ontario)
4-8 business days (rest of Canada)
Due to high demand during our sale events, there may be delays in order fulfillment and shipping. We appreciate your patience and support!
How can I track an order?
Can I change or cancel my order?
My parcel is marked as being delivered...but I haven't received it yet
What is your return policy?
Items marked as "Final Sale" cannot be returned or exchanged.
We accept returns within 30 days of delivery for all orders and provide a complimentary pre-paid shipping label. Shipping costs are non-refundable. To ensure your items are not damaged in-transit, we recommend reusing our original packaging.
To ensure you receive a full refund, please follow our guidelines:
- All tags must be attached. Items must be in re-sellable condition
- Ensure that the items are unworn, unwashed and show no signs of wear
- Items are free of deodorant stains, perfume, smoke, and make-up. Deodorant stains are a common cause for denied refunds. To keep your items clean, please take care not to get deodorant on them
- Underwear must be tried on over your own underwear or similar clothing
- We reserve the right to refuse returns that do not meet our health and hygiene standards. If your item is refused, they may be shipped back to you at your own expense
- Items that are not in re-sellable condition are donated to a local charity
How do I make a return?
Customers can only generate 1 label per order. To avoid complications, ensure you include all the items you wish to return in the same package.
How do I make an exchange?
We are not able to process exchanges. The best way to do an exchange is to send your original item back to us for a refund and place a new order.
For more questions, contact help@understance.com
How do I use my store credit?
Do you offer price adjustments?
What is your in-store return policy?
We accept in-store returns within 30 days of the purchase date. Items bought from Gently Loved or Last Chance are Final Sale. Customers who wish to ship back returns can mail their items back to our store at customer's expense if a credit card is used. In-store purchases cannot be returned online if debit/interact was the form of payment.
Returns
To ensure you receive a full refund, please follow the same guidelines as our online return policy here.
Can I make an exchange in store?
I measured the band length on my bra, and it doesn’t match the band size. Why?
I bought a bra from you in my usual size, but the cups are at least 2-3 sizes too small. The band is fine. Why?
| Canadian Cup Size | U.K. Cup Size |
|---|---|
| A | A |
| B | B |
| C | C |
| D | D |
| DD (E) | DD |
| DDD (F) | E |
| G | F |
| H | FF |
| I | G |
| J | GG |
| K | H |
| L | HH |
| M | J |
| N | JJ |
Do your products contain harmful chemicals?
Azo dyes: zero tolerance in finished garment lab tests.
Formaldehyde: max tolerance of 50ppm (parts per million). Canada and OEKO-TEX standards are 75ppm. Average indoor air can contain trace amounts of formaldehyde as it can be released from composite wood furniture, cigarette smoke, and cleaning products. It is not possible to consistently keep the level of formaldehyde at zero.
Lead: zero tolerance. Our underwire is made from lead-free carbon steel with nylon coating.
PFAs/PFCs: we do not use fabrics with coatings that may contain PFAs/PFCs, which are typically used for waterproofing, wrinkle-resistance, and stain-resistance. We do not include PFAs/PFCs in our lab tests.
Where are your products made?
Why do you not make your products in Canada?
Best Sellers vs. Niche Favorites
Our goal is to keep bestsellers in stock and release new colours once a year.
These are the bras you rave about and rely on daily – for example, our
Ivy,
Zoe, and
Salma.
For niche favorites—styles that might not sell as quickly but are deeply loved by a small group of customers—we plan to restock them in neutral colors and in limited quantities.
We recognize the importance of niche products that often aren't widely available, so this is our way of offering them with a fair price point.
Let’s talk about our $10 bras and discontinuing certain products
Recently we received a question as to if all our bras eventually go on sale for $10.
The short answer? No.
We are a relatively new company in the bra market, we’ve only been around for nearly 4 years.
In the past 3 years, we have been experimenting with many different shapes and styles to see what works best for our customers.
Sometimes we don’t get the shape quite right, but the fabrics and craftsmanship are always the same quality as our core products.
With a lot of trial and error, we’ve slowly learned what the customers and the market need, and we’re making less style mismatches
That means we have less products that end up in our $10 sale.
We stand by our products and we’re proud of the progress we’ve made.
Items with reduced prices are being phased out and won’t be restocked—so if you have a favorite, now is the time to grab it before it’s gone!
If there’s a discontinued item you’d love to see make a comeback, let us know here.
What payment methods do you accept?
How do I get help while shopping?
Call us at 1 (800)-847-06493 or email us at help@understance.com
Our hours of operation are:
Monday - Friday 8am - 5pm PST
Saturday - Sunday 10am - 4pm PST
What are your sizing options?
Bras: Our size range is 28-48 bands, A-N cups and XS-4XL.
Underwear: Our size range is: XS-6XL.
Sleepwear: Our size range is: XS-XXXXL.
Sign up for our newsletter to be notified when we extend and launch new products!
Do you have a rewards program?
We’ve made the tough decision to phase out our Loyalty Points Program.
As of February 19, 2025, you are no longer accumulating points.
If you have existing points, you have until 11:59PM PST August 31, 2025, to redeem unused points. After this date, all points will expire. To redeem your points, log into your account and go to checkout. You will see the available points.
Please note that all points redeemed between February 19 and August 31 are non-refundable. For example, if you return an item partially purchased with points, we will not be refunding the points back to your account.
Do you offer catalogues?
Will my first time customer discount work with sale prices?
What is Afterpay?
Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in 4 equal payments made every 2 weeks without any interest.
How do I use Afterpay?
Just shop understance.com and check out as usual. At checkout, choose Afterpay as your payment method. You will be directed to Afterpay's website to register and provide payment details. If you've used Afterpay before, just log into your account. Then complete your order — it's that easy!
Please note: Gift card payment is not combinable with this service.
Where can I use Afterpay?
Afterpay can only be used on purchases made on understance.com, not in-store.
Can I use this payment method if I'm an International customer?
How does the payment schedule work?
What if I can't pay an Afterpay installment?
If funds are not available or you otherwise do not make your payment when it is due, late fees may apply. Please read their complete terms: Canadian United States.
When will my items be delivered if I use this payment method?
All orders are delivered within our standard shipping timeframes like any order from understance.com. Free standard shipping is available for orders over $80. Please visit our Shipping Policy for more information.
What products are not eligible for these payment methods?
How do I return an item purchased with Afterpay?
Any order paid for with Afterpay can be returned within our 30-day Return Policy. Please view our Return Policy for more information.
Where can I find out more about Afterpay?
How is the exchange rate determined when paying in USD?
Afterpay will convert USD to CAD when making the payment in USD.
Afterpay uses a retail exchange rate for converting what the retailer charges for the goods into what the customer would pay in their local currency. No set-up fees, transaction fees or foreign exchange commissions are applied to the exchange rate prior to performing the conversion. The exchange rate will change regularly to reflect the currency fluctuations in the foreign exchange market. The exchange rate used to determine what the customer pays for their Afterpay purchase will be shown to them on the payment screen prior to the customer confirming they wish to proceed with the purchase.