Welcome to All Undone online shop

RETURNS AND EXCHANGES

Returns:

We now offer FREE UK RETURNS

If you are not 100% happy with your goods, All Undone will provide an exchange on all lingerie within 14 days of receipt, provided that the goods are in perfect condition, unused/unworn, unwashed, marked or soiled or creased and in re-saleable condition (i.e. with all labels and hang tags intact). To that end, please make sure that the briefs of any description are tried on over your own lingerie otherwise returns will be rejected. E-Vouchers are non-returnable and cannot be exchanged for cash.

If you wish to return items please fill out the form included in your order making sure you follow the steps below:

  1. Please include proof of purchase and indicate clearly whether you would like a refund or an exchange. If you want to exchange the goods please state clearly which item you would like in exchange (any additional costs will be charged subsequent to despatch of replacement goods). Please include a daytime contact number.
  2. For UK returns simply stick the enclosed pre-paid returns label on the front of an envelope and pop in the mail. No further postage required.
  3. For returns outside of the United Kingdom, you, the customer, are responsible for all postage costs incurred when returning any items. All items should be returned to:
    Undone Lingerie Limited
    36 St Thomas Drive, London, HA5 4SS

Please be aware that Undone Lingerie Limited cannot be responsible for any goods lost in transit returned from outside of the UK.
*For returned items from countries outside of the EU please clearly mark your package as RETURNS, and the customs slip should state RETURNED GOODS & have a resale value of ZERO. Failure to do so could result in a delay in your package reaching us and additional import duties/taxes charged to you by UK Customs.

Return of faulty or incorrect products

If the products are being returned because they are faulty or incorrect, please contact us via email found on the ‘Contact Us’ page first before sending them back.

Cancellation of an order prior to despatch

You have the statutory right (exercisable up to and including the seventh working day after the day of delivery), to cancel your order for any reason and receive a full refund. If you have recently placed an order with us and would like to cancel it, please send an email through the ‘contact us’ section. Please quote your order reference number, the date the order was placed and your full name and address. In due course you will receive email confirmation of cancellation of your order and your refunded money.

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