Returns & Exchanges:
We are pleased to offer completely free returns and exchanges for our customers in the United States. If you are not fully satisfied with your purchase, or if you need a different size or style, you can return or exchange your items at no extra cost.
- To initiate a return, please contact our customer service to obtain the return address.
- Customers are responsible for shipping the items back to us via a postal service.
- Upon receiving the returned items, a full refund will be processed within 1-2 business days.
- We currently do not offer direct exchanges in Canada.
- If you wish to exchange an item, please follow the return process for a refund and then place a new order for your desired product.
We want you to love your purchase, but if you are not completely satisfied, we gladly accept most returns by mail within 30 days of purchase for free. See our return policy details below.
- 30-Day Return Window: You can return any item for a refund within 30 days of receiving your original order.
- Item Condition: To be eligible for a return, items must be unworn, unwashed, undamaged, and must have all original UCA labels, hang tags, and packaging.
- Responsibility for Returns: Please note that UCA LINGERIE is not responsible for lost or damaged return packages. Ensure that your items are securely packaged.
- Initiating a Return: Contact us via email or Live Chat to initiate a return. We will provide you with a return shipping label based on the circumstances of your return.
- United States: Depending on the condition of the returned items, a nominal restocking fee may be applicable. If a return is due to incorrect size/color/style selection, a restocking fee of $6.00 USD might be charged. This fee, if applied, will be deducted from your refund.
- Canada: As with our United States policy, we maintain a considerate approach to restocking fees. If a return is made due to incorrect size/color/style selection, a restocking fee of $15 CAD may be charged. This fee, if applied, will be deducted from your refund.
Please take note of our important guidelines to ensure the health, safety, and integrity of our products:
- Label Integrity: For hygiene and inspection purposes, we cannot accept items where clothing labels or hang tags have been cut or removed. Items not in a new or unworn condition will be rejected during our sanitary inspection process.
- Trying On Lingerie: We advise removing all jewelry before trying on lingerie. Our lingerie is crafted from fine, delicate fabrics that are prone to snagging and tearing.
- Avoid Contamination: Be cautious of perfume, smoke, and deodorant coming into contact with garments. Items damaged by these substances may not be eligible for return.
- Condition of Returned Items: Items that have been washed, dyed, altered, or damaged are not eligible for return.
- At present, we are unable to process exchanges directly. To receive a new item, please place a new order and follow our return process for the original item.
Initiating a Return
- Contact Us: To start a return, reach out to us via our online Live Chat or email us at email@example.com. Please specify the items you wish to return.
- Shipping Label: We will generate and send a return shipping label to your email, which you can use to mail back the items.
- Processing Time: Your refund will be processed within 1-3 days after we receive your returned package, provided the items meet our return criteria.
- Refund Method: We will issue the refund to your original payment method, unless otherwise requested.
Notification: You will receive an email from us once we begin processing your refund. Your patience and understanding are greatly appreciated during this time.
Need more information or have questions? We're here to assist you. Feel free to reach out to us in any of the following ways:
- Email: Drop us a line at firstname.lastname@example.org for any inquiries or support.
- Phone: Call our Customer Service team at (980) 580-9855 for direct assistance.
- Live Chat: Available Monday through Sunday, from 8:30 am to 8:30 pm EST, our Live Chat is a quick way to get answers.