Refund policy

Undercovers offers a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

Note: Sale items are final sale. No exchanges or refunds on sale items. 

To be eligible for a return/exchange, ensure you first try on your Undercovers over your own underwear, as items must be in the same condition that you received them. Returned Undercovers underwear and accessories must be in an unworn, unused, unwashed condition with all the original tags attached and in the original packaging. If this is not followed, we may not provide a credit or exchange. You will also need to provide the order number and the receipt or proof of purchase.

To start a return, or for any return questions, contact us at orders@undercovers.com.au 

If your order is received damaged or incorrect from your order, email us to start a return. We will send you a return shipping label together with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you wish to return an item/items to exchange for another style or size then follow the above instructions, however, the cost of shipping will not be covered by us.

Undercovers will not be held responsible for missing or lost returned parcels. Therefore, if returning your item, we advise you to select a form of postage that is trackable.

Products may only be exchanged for another product of equal or lower monetary value and the difference in cost will be refunded accordingly. 

DAMAGES AND ISSUES 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate and rectify the issue. Please note that we take no responsibility for any damage to items caused by Australia Post.

We do not accept returns on used items, sale items, gift cards or items sold as seconds or samples.

Undercovers only offer refunds on faulty items or items that were sent incorrectly. Due to the intimate nature of our products, we cannot resell items that have been used by customers. Refunds are only offered on the return of faulty items or for an incorrect style and/or size being sent to you, and after being returned to us and received and inspected by our team. In this instance, you can select between the following options:

1) A full refund of payment including your shipping costs.

2) A credit note for future purchases to the value of your original payment inclusive of shipping costs you have paid.

3) An exchange for a product/products to the same value as your original payment, inclusive of any shipping costs you have paid, and we will send it free of charge.

Products may only be exchanged for another garment of equal or lower monetary value and the difference in cost refunded accordingly.

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 also take some time for your bank or credit card company to process and post the refund.

Undercovers do not accept any return, provide a refund, or an exchange on any item if you change your mind.