Returns & Refund Policy

UNDONE Intimates

At UNDONE Intimates, we want you to feel confident and comfortable with every purchase. We understand that finding the perfect fit is important, which is why we offer returns and complimentary size exchanges on eligible items.

1. Returns

We accept returns requested within 14 days of receiving your order, provided the following conditions are met:

• Items must be unworn, unwashed and unused.

• All original tags must remain attached.

• Original packaging and any hygiene seals must be intact.

• Items must be free from makeup, perfume, deodorant marks or other signs of wear.

• Proof of purchase must be provided.

Return shipping costs are the customer's responsibility for change-of-mind returns.

Once your return has been received and inspected, approved refunds will be issued to the original payment method.

Original shipping charges are non-refundable for change-of-mind returns.

2. Complimentary Size Exchanges

We understand that lingerie sizing can sometimes be tricky. To help you find your perfect fit, UNDONE Intimates offers one complimentary size exchange per order.

• Size exchanges must be requested within 14 days of delivery.

• Items must be unworn, unwashed and in original condition, with tags and hygiene seals intact.

• Exchanges are subject to availability of your requested size.

• UNDONE Intimates covers the return shipping cost and delivery of your replacement size for eligible Australian orders.

• Complimentary size exchanges are limited to one per order.

If your preferred size is unavailable, please contact us to discuss an alternative or a return.

3. Hygiene & Product Conditions

For hygiene and safety reasons, all voluntary returns and size exchanges must meet our original-condition requirements.

Items showing signs of wear, washing, damage after delivery, or missing hygiene seals may not be eligible for a change-of-mind return or exchange.

These conditions do not affect your rights under Australian Consumer Law.

4. How to Request a Return or Exchange

To initiate a return or size exchange, please contact us at:

Email: undone.au@gmail.com

Subject: Return or Exchange Request – Order Number

Please include:

• Your full name.

• Your order number.

• The item you wish to return or exchange.

• Your reason for return or the new size requested.

Our customer care team will provide instructions for the next steps.

Please do not send items back without contacting us first.

For approved complimentary size exchanges, UNDONE Intimates will arrange a prepaid return shipping label.

5. Refund Processing

Once your eligible return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 5 business days of approval.

Please allow additional time for your bank or payment provider to complete the transaction.

6. Faulty, Damaged or Incorrect Items

We carefully inspect our products before dispatch. However, if you receive an item that is faulty, damaged or incorrect, please contact us at undone.au@gmail.com.

Where a product fails to meet consumer guarantees under Australian Consumer Law, you are entitled to the applicable remedy, which may include a repair, replacement or refund.

Where required by law, UNDONE Intimates will cover or reimburse reasonable return shipping costs.

7. Australian Consumer Law

Our returns and exchanges policy operates in addition to your rights under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantees or remedies you are entitled to under Australian law.

The 14-day timeframe and original-condition requirements apply to our voluntary change-of-mind returns and size exchanges, not to claims under your statutory consumer rights.

8. Contact Us

For any questions about sizing, returns, refunds or exchanges, please contact:

UNDONE Intimates

Email: undone.au@gmail.com

Website: www.undoneintimates.com

Thoughtfully designed intimates. Beautifully considered, from fit to finish.