To return your order, for either an exchange or refund, please follow the procedure outlined below - ensuring your return meets our return policy & terms.
- Contact The UNDONE customer service (email@example.com) within 7 days of receiving your order.
Please specify your name, order number and item/s to be returned - nominating a request for either an exchange or refund.
- Once you have emailed you will receive a Return Authorisation Number (RAN) and return instructions.
- Within 7 days of receiving your RAN, return the item/s via trackable/secure postage to the address provided.
Please note: return shipping costs are not covered by The UNDONE, and will not be included in your refund.
If we do cover the cost of return shipment, it will be deducted from the refund total.
- The UNDONE will review the return and if eligible (meets the return policy per category requirements below), your refund or exchange will be processed.
Please allow up to 10 business days for refunds to be processed, pending payment method/ financial institution.
Returns outside of this period are at the discretion of The UNDONE and we reserve the right to deny unauthorised returns, that do not meet or follow our return policy and procedures.
*Exclusions apply, including sale items, items purchased during a flash sale promotion (using a code, or discounted pricing) or as part of a sale promotion - please see below for more details (Exclusions).
Clothing should be returned unworn, unwashed and in new condition, with the designer and The UNDONE security tags attached.
Footwear should be returned unmarked, and in original undamaged packaging. Please include any additional accessories (e.g. dust bags / original designer shoe box) sent as a part of the order. The soles must not show any signs of wear.
Swimwear should be tried on over underwear, with the original hygiene sticker in place. Unless faulty, The UNDONE reserves the right to refuse an exchange or return if the hygiene sticker has been removed or tampered.
Pierced Jewellery is only eligible for return, if faulty or damaged.
Bedding / Linen is only eligible for return, if faulty or damaged.
All items should be returned with their original packaging and other accessories (dust bag, jewellery/shoe box etc) received with the original order.
Exchanges are subject to item availability. We cannot guarantee item availability, but will make all reasonable attempts to secure the exchange item. The customer is responsible for shipping costs back to The UNDONE, but will not be required to cover shipping costs of the new item.
Refunds will be processed via original payment method only (unless store credit is requested) and all refunds are processed in the original currency of the order ($AUD). Any conversion loss will not be covered within the refund process. Store credit for returns/exchanges will be valid for 12 months from date of return, and cannot be used in conjunction with other store credit. The store credit is valid for a one time use only. Please note: The UNDONE does not refund any initial shipping charges or additional charges, including customs, duties or sales taxes (these are not included in our prices).
Sale items, items purchased during a flash sale (including items purchased with a code or discounted) or items purchased during a discount period are not eligible for return (unless faulty or damaged). We do offer exchanges on all sale items (excluding jewellery) - pending item availability, and will make all reasonable attempts to secure the exchange.
For all faulty or damaged items, The UNDONE offers repairs, replacement or full refund (including shipping costs).
Items damaged as a result of normal wear and tear or incorrect use/abuse, are not considered to be faulty or damaged.