RETURNS

RETURNS POLICY

We want you to love your order, and are happy to offer a return for a refund, exchange or credit note for return requests made within 7 DAYS of the order being delivered. Subject to the following requirements:

Please note - this return policy applies to all orders once placed, and is compliant with both State and Commonwealth Australian law. 

  • The return request must be made within 7 DAYS of the order being delivered

  • Item is full price and a promotional code has not be used, excluding the use of the Welcome Code. 
  • The items must be returned in their original condition, with the designer tags attached. Please find further details on return requirements for each product below.

RETURNS REQUIREMENTS

  • CLOTHING should be returned unworn, unwashed and in new condition, with the designer 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. (We recommend you try on a carpeted/soft surface, to ensure the soles remain unmarked).
  • JEWELLERY should be returned unmarked, and in original undamaged packaging. Please include any additional accessories (i.e. cleaning cloth, jewellery box) sent as a part of the order.
  • 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.
  • ALL items should be returned with their original packaging and other accessories (dust bag, jewellery/shoe box etc.) received with the original order.

RETURNS EXCLUSIONS - ONLY ELIGIBLE FOR RETURN IF FAULTY OR DAMAGED:

  • Items purchased on sale or using a discount code (including any sale promotional code, or flash sale code) are not eligible for return. Please note, first time purchases using the 15% off Welcome Code on full priced items are eligible for a full refund, subject to the above Returns Policy. 
  • Pierced Jewellery
  • Accessories (such as magazines, towels, notebooks and water bottles)

      RETURNS PROCEDURE    

      Please ensure your return is valid, by reviewing our return policy above, before proceeding.

      1. Contact The UNDONE customer service (customerservice@theundone.com) within 7 DAYS of receiving your order. Please specify your name, order number, item/s to be returned, and reason for return (please check that your order is eligible - via our 'Returns Policy'). 

      2. Once you have emailed and if eligible, you will receive a Return Authorisation Number (RAN) and return instructions. All returns must have a valid RAN. Items received that do not have a valid RAN may be returned to the customer.

      3. Parcels must be sent with a tracking number that needs to be provided to The UNDONE once sent. Parcels must be posted back within 7 DAYS of receiving an RA number for their return to be successfully processed.

        Please note: return shipping costs are not covered by The UNDONE, and will not be included in your refund.
      4. 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 2 business days for refunds to be processed, once processed it may take an additional 3-5 business days for a refund to hit your account pending your payment method / financial institution.


      The UNDONE reserves the right to deny unauthorised returns that do not meet or follow our return policy and procedures.

      *Exclusions do apply, please review our Returns Policy.

       

      EXCHANGES

      • 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.

       

      FAULTY/DAMAGED ITEMS

      • 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.

       

      TERMS 

      • 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 3 years from date of return.
      • 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). 
      • We will not process refunds for returns that are lost or damaged via return delivery to The UNDONE.

       

      If you have any questions, please contact the team at customerservice@theundone.com.