I'd like to explain my returns policy and ask you to read and be aware of it before making a purchase with me. I'm an advocate of slow fashion and meaningful consumption - I encourage all of my customers to think carefully before making any purchases and in doing so reduce the risk of buying something you do not fully want or need which is better for both of us!
Each item is made specifically for you to order, a lot of time and effort goes into each piece which I hope encourages you to look after and care for your items. The underwear I make is delicate and therefore would advise taking care when washing, please take a look at the care page for further instruction.
Providing quality products and service is my main priority. I really hope that you love your purchase, but if you find that you are not completely satisfied with the quality of your Under_Label purchase you are able to return it to me in its original condition, for credit or a straight exchange.
Contact me within: 3 days of delivery
Ship items back within: 14 days of delivery
Items declared & received after this period are accepted at my discretion.
The following items can't be returned or exchanged due to the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
Custom or personalized orders
Intimate items (for health/hygiene reasons) All briefs are non returnable
Returns are at my discretion, I will only except returns or exchanges for the following reasons:
In the case of a faulty item you can declare a fault within 28 days of receiving your purchase. You must post the item to me for inspection within 14 days of your declaration. If approved you will receive an exact replacement of said item. Items are made and sent by me personally so I am aware of the condition in which they leave me in, and will not send anything that I do not deem to be acceptable, therefore I can and will refuse a replacement if I have reason to believe the item has been tampered with.
Incorrectly supplied goods;
If I have sent the wrong item you will need to post the incorrect item back to me, in its original condition. Upon receiving said item I will issue the correct item. You will not be charged for the shipping of the correct item.
I will reimburse your return postal costs ONLY with proof of postage.
If you receive a item that isn't to your satisfaction;
If for some reason the item is just not to your satisfaction you must notify me within 3 days of receiving your purchase and it must be posted back within 14 days. You must include your original receipt, anything returned without this receipt is unlikely to be accepted. Items must be unworn with no signs of wear, including but not limited to: laundered, make up marks, sweat marks, deodorant marks or any damage as a result of handling / trying on the item. If suitable for return you will be given a replacement at the same value or will be awarded store credit. You will only receive the value of said item, less the postal costs and extras.
The Under_Label can not take responsibility for consumers choosing the wrong size. Items are made to order and it is up to my discretion to issue exchanges in this circumstance.
The goods are your responsibility until they reach me. The Under_Label will not issue refunds for goods that do not arrive, or arrive damaged. Please ensure you package your return properly to prevent any damage to the items during transit. I recommend you return items via a recorded delivery service to ensure the items are protected and insured during transit. You must make sure you obtain proof of purchase whilst returning items through Royal Mail to ensure safe arrival with me. Should your item go missing in the post, you must have the proof of purchase in order to make a claim for the missing item with Royal Mail. Although I will try my best to track the missing item, I reserve the right to not issue a refund or exchange if the returned item does not reach me.
The product you return must be in new, unused, and unworn condition with all the original packaging and garment tags still attached. I will not accept any item with any indication that it has been used. In such cases, the item will be returned to the purchaser. Customers are legally obliged to take reasonable care of the items they order whilst in their possession. If you fail to take reasonable care of items purchased from The Under_Label you wish to return, I will not accept your return and you will not be eligible for a refund / exchange.
In the case of sending a new item to you, you will not be charged additional shipping costs.
Full refunds are at my discretion. Refunds will be credited to the original purchaser's method of payment for the items amount, less the postal costs and extras.
I aim to process refunds quickly, but please allow time for the transaction. This can depend on your bank / card issuer.
Please note that shipping costs for returned goods are the customer’s responsibility and will be reimbursed only in the case of damaged, faulty or incorrectly supplied goods.
All payment is made through PayPal. Please also view their Terms & Conditions / Policies.
Jasmine Wickens / The Under_Label / Me / I all act as the same person.
I have the rights to alter my Returns Policy at any time. Please always check back.