Frequently Asked Questions
UPDATE: We are experiencing fulfillment delays. Please allow an extra 4-5 business days for your orders to be shipped out.
US Shipping Has Resumed. Click here for more information.
Canada Post Potential Strike: Click here for information.
US:
Standard shipping: $10USD
Estimated delivery time: 8-12 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!
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
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.
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
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.
| 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 |
We have a plus/minus 0.5-inch allowance because it is not practically possible to keep the band length exactly the same in mass production. Temperature and humidity affect how fabrics behave. Our bras are handmade, which means tiny differences in sewing tension, seam alignment, or fabric feed can add up to small measurement differences.
The band is meant to stretch and conform to your body. A 1-inch difference when laid flat does not significantly change how the bra supports or feels when worn, especially since the band is designed to stretch up to several inches. Allowing a reasonable tolerance lets us reduce waste without compromising performance or comfort. Strict zero-tolerance policies often lead to discarding perfectly wearable products, which goes against our values of sustainability and responsible production.
- • Underwire breaking, popping out of casing
- • Shoulder straps snapping off
- • Stitches coming apart
- • Size inconsistency beyond manufacturing allowance (plus/minus half an inch for bra band)
We will offer a replacement (pending product availability) or store credit for manufacturing defects within 6 months of purchase. For 6 months to 12 months after purchase, inquiries are processed case by case. We do not provide replacements, store credit, or refund for purchases made one year ago or more.
Normal wear and tear (“aging”) include:
- • Discolouration (especially products in light colours)
- • Light loss of stretch and stretch recovery
- • Light pilling
User error include:
- • Bra hook bending from machine washing without hooking bras, or not using delicates wash bag
- • Underwire breaking, elastic losing stretch from using dryer
Normal wear and tear and user error are not covered under our product quality policies.
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.
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.
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 4 years.
In the past 4 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.
Underwear: Machine wash on delicate and line dry. If you have to, machine dry on low heat.
Sleepwear: Machine wash and dry as normal.
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
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.
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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.
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.
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.
Afterpay can only be used on purchases made on understance.com, not in-store.
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.
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.
Any order paid for with Afterpay can be returned within our 30-day Return Policy. Please view our Return Policy for more information.
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.
