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Customer Care

Where does Undone ship and what are the shipping rates?

Undone ships worldwide. See our guide to shipping for more information. Once an order has been placed we cannot accept any cancellations or changes, so please ensure that you submit your shipping address correctly.

Do you accept returns?

We accept returns on unworn, unused items (excluding underwear bottoms) in their original condition and with their original packaging, with tags attached. A request for return must be made within 7 days of delivery, and returned items must be received at our stockroom within 21 days of purchase in order to obtain a refund. For hygienic reasons all underwear bottoms are final sale. See our guide for details on how to process a return.

How do I track my order?

Once your order is on its way you will receive an email along with a FedEx tracking number.

What forms of payment do you accept?

We accept Visa, MasterCard, and American Express. All prices are shown in US dollars and all orders will be billed in USD.

I’ve found an item for a lower price elsewhere. Does Undone provide price matching?

We are committed to providing competitive pricing and will match the price of any non-sale item found on a US-based website. The item must be available for sale in the same color, size, and style in US dollars. Email help@undone.me with a link to the item and we will issue a price adjustment.

I have a specific question about my order. How do I contact customer service?

You may email us at help@undone.me and we will be happy to help.

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