We have a 30 day return policy, which means you have 30 days after receiving your item to request a free return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Return costs are free but ensuring the package arrives is your responsibility.
Inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to address the issue promptly. We cannot be held responsible for any goods that go missing on return.
Exceptions / Non-returnable Items
Certain items cannot be returned, such as custom products (like special orders or personalised items) and earrings due to hygiene regulations. Contact us if you have questions about a specific item.
Note: We don't accept returns on sale items or gift cards.
Exchanges
To guarantee you get what you want, return the item you have. Once the return is accepted, make a separate purchase for the new item.
Return Terms
With the exception of non-refundable items (as mentioned), you have the right to change your mind within 30 days and receive a full refund for the full-priced goods.
Within 30 days of receiving your order, notify us of your intention to return via email and send the goods back.
Your returns period starts upon receipt of your parcel. All products must be returned in their original condition with all tags attached, including boxes, garment bags, and any other accessories.
We won't accept items outside this return window, items without tags, or items that appear visibly worn.
If an item returned doesn't meet our return policy, we'll ask you to arrange for its collection at your expense.
We'll refund the price paid for the products, using your original payment method. However, we may deduct from the refund if the value of the goods has decreased due to mishandling.
Refunds are processed within 30 days from the date we receive the returned items.
If an order is cancelled due to our error in product description, price, or significant supply delay beyond our control, we'll issue a full refund for unprovided products.
European Union 14-day Cooling-off Period
For merchandise shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. As stated above, items must be unworn or unused, with tags, in their original packaging, and accompanied by the receipt or proof of purchase.
Refunds
After receiving and inspecting your return, we'll notify you about the status of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Note: Bank or card processing times may vary.
If over 15 business days have passed since your refund's approval without seeing the refund, contact us at info@underhereyes.com.
