Frequently Asked Questions
We currently ship to the U.S. and Canada only.
Where do you ship from?
What are your shipping options?
We offer free shipping for orders over $80 before tax and after discounts. We process and ship orders Monday through Friday, excluding Canadian holidays, through UPS, USPS, and Canada Post. We aim to get your orders out within 1-2 business days.
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?
Once your order has shipped, you will receive a shipping confirmation email with your tracking number. If you have an account with us, you can login to your account to track your shipment.
Can I change or cancel my order?
My parcel is marked as being delivered...
What is your return policy?
Items from Last Chance/Warehouse Sale or marked as "Final Sale" are final sale and cannot be returned.
We accept returns within 30 days of delivery for all orders and provide a complimentary pre-paid shipping label. 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 payment methods do you accept?
How do I get help while shopping?
Customer service and fit help is available through our phone and email.
Our hours of operation are: Monday - Saturday 8am - 5pm 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.
Sign up for our newsletter to be notified when we extend and launch new products!
Do you have a rewards program?
Do you offer catalogues?
Will my first time customer discount work with sale prices?
What is your Vancouver 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?
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?
Yes, Afterpay is offered to US and Canada customers, with billing address, credit card, and shipping address in US and Canada.
How does the payment schedule work?
Customers are required to make their first payment at the time of purchase. The remaining 3 payments are deducted automatically every 2 weeks in equal installments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log into your account on Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly. You can log into your Afterpay account anytime to view your payment schedule or make a payment before the next due date.
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?
Gift cards cannot be purchased using Afterpay.
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.
