Shipping & Returns

 

SHIPPING & ORDERS

Shipping Policy

Underhance orders are delivered Monday to Saturday (except Sunday). As every order is unique, shipping costs will vary depending on the size, weight and destination of your chosen items. All relevant delivery options available for your order and to your destination will be displayed at checkout.

Shipping times:

  • SAME DAY: Same day for Dubai (if ordered before 3 pm Monday to Sunday) and for other Emirates (if ordered before 1 pm Monday to Sunday).
  • NEXT DAY: Next day for all Emirates (if ordered before 10 pm Monday to Sunday).
  • INTERNATIONAL: Most of Europe, UK and USA within 3-5 days; rest of the world within 3-7 days (Monday to Saturday).

Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. Underhance cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimise any potential delays.


Duties & taxes

You may have to pay additional fees such as import duties and taxes, should any be incurred when shipping to your destination. As the recipient of the order, you must pay these duties and taxes directly to our carrier to release your order from customs. As we are unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing an order.

Should you fail to pay the above duties and taxes, your order will be returned to Underhance and we will issue a refund. Returned deliveries due to failure of duties’ and taxes’ payments will incur the cost of the original delivery plus the return cost. Such costs will be deducted from the refund. 


Tracking

After placing an order, you will receive an email from us containing all the details of your purchase. We may also be in touch if we need further information to verify your payment or address. Once your order is approved, we aim to dispatch it within 1-3 business days.

The courier will inform you of the estimated arrival date and issue a tracking number so you can follow your order.                                                                                                  


Delivery

All our shipments are handled by Quiqup and DHL. Please make sure you or someone you know will be present at the designated address to accept your delivery. If no-one is in, we’ll make sure we inform you so that a re-delivery can be arranged, or you can collect from the depot. Refused deliveries will incur the cost of the original delivery plus the return cost. Such costs will be deducted from the refund.


Cancellations

If you cancel an order before it has been dispatched by Underhance, you will be eligible for a full refund. As your purchase will be prepared quickly for dispatch, please initiate the return via the order section of your account as soon as possible to cancel or make any changes to an order. If the order has been dispatched by Underhance, you may choose to return your order. Further information on canceling and returning an order can be found in our Returns & Refunds Policy.

Depending on where you live, you may choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you are eligible for this option, we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost of returning the item(s) to Underhance. Such cost will be deducted from the refund.


RETURNS & REFUNDS

Returns Policy

Returned items must comply with our Returns Policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
  • Items must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box or mailer for shipping.
  • Underwear, shapewear, swimwear and hosiery items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
  • Underwear, shapewear, swimwear and hosiery must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
  • Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
  • Return shipping and any reverse duties are solely your responsibility.

Return time limit

Your returned item must be dispatched to Underhance within 14 days of receipt by you. We recommend that you book your return pick-up within 7 days of your receipt date to ensure a smooth return.

We recommend you not to use your local post office to return your orders as they will often not deliver to us, and the order will not be collected from the post office. Instead, you can return your order from the comfort of your home through our website.


Return via our website

You can return your online order directly through our website, via the order section of your account. Simply log in to your account, navigate to the order section, select the order, click on the returns button and choose the specific items you want to return. Please make sure you indicate if you would like a refund or an exchange (and the replacement item, size and color you would like to get instead).

If your return request is approved, we will email you a return label. The courier will inform you of the pick up schedule and issue a tracking number so you can follow your return.                                                                                                               


Return process

Prepare your package with the courier’s return label (shipping waybill).

  • Pack the items you're returning with all the original packaging.
  • Print your return label and attach it to the package. Cover or remove any old shipping labels.
  • Give the package to the courier.
  • Track your return to make sure we get it.

      Exchanges

      Provided it complies with our Return Policy, you can exchange your garments for any size or item (permitted it’s in stock).

      Exchanges will be subject to a shipping fee to cover the return cost and reverse duties. Exchange items below AED 340 ($ 92) will also be subject to a shipping fee to cover the new delivery cost to you. You will have to settle the outstanding fees before we can ship your new item.

      When returning the product through our website, under notes, please make sure you indicate that you would like an exchange (and the replacement item, size and color you would like to get instead).

      Remember to return only the item you would like to exchange.

      If the replacement is less expensive than the original item, we will refund you the difference. Alternatively, you may refund the original item and then purchase the new, lower-priced item.


      Refunds

      Refunds will be subject to a shipping fee to cover the original delivery cost to you plus the return cost and reverse duties, which will be deducted from your refund.

      Once your return has been received and accepted by Underhance, your refund will be completed via the original payment method, excluding the shipping costs. It can take up to 14 business days for the refund to reflect in your account.

      If you are eligible, we may be able to issue your refund as Underhance credit if you prefer.


      Faulty items

      It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise orders@underhance.com prior to sending any return and within 10 days of receipt by you. You'll need to provide your order reference, email address and clear pictures or videos of the defective item. We will process a full refund for the defective item after reception.


      Sale items

      Unfortunately, we cannot exchange or refund items that were purchased on sale or promotion.