Our Return Policies
Free shipping on orders over $80 before tax and after discounts.
We offer free returns on all orders, except for items purchased from the Warehouse Sale. Returns are accepted within 30 days of delivery, in original condition.
To be eligible for a return, your item(s) must be in the original condition that you received them. To ensure you receive a full refund, please remember to keep the tags attached, avoid snags and tears, and avoid smoke, perfume, and deodorant stains. We reserve the right to refuse returns that do not meet our health and hygiene standards. If your return is refused, item(s) may be shipped back to you at your own expense.
Please make sure to provide your order number. Once we receive your submission, our team will send you a shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us at email@example.com. Alternatively, you can phone us at (800) 847-6493, 10:00am-6:00pm PST, Monday to Friday.
Underwear must be tried on over your own underwear, or over similar clothing. Any evidence against this policy will result in a refusal of your return.
Please note that e-gift cards, items purchased through third-party sellers, and original shipping fees are not refundable.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right. If the items you received have manufacturing defects, please reach out to us at firstname.lastname@example.org and we'll send you a replacement.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Returns from the United States might take up to 20 business days due to the time it takes for the products to get to our warehouse in Canada.
If you would like a different size or color, please return the original item for a refund, then make a new purchase for the item you want.
For Canadian customers, returns processing takes roughly 15 business days from when you drop off your return package.
For U.S. customers, please allow up to 30 business days for returns processing. Your package will arrive at our carrier’s U.S. warehouse first, then be shipped across the border to our Canadian warehouse.
Understance reserves the right to refuse items that do not meet our health and hygiene standards. If your return is refused, items may be shipped back to you at your own expense.
If you have other questions, you can contact our support team at email@example.com. We are a small team and will aim to respond to inquiries between 10am-6PM within 2 business days. PLEASE CHECK YOUR JUNK MAIL.
Alternatively, you can phone us at (800) 847-6493, 10:00am-6:00pm PST, Monday to Friday.