At Undercover we focus on delivering superior quality with innovative designs and products. On a daily basis, we make every effort to ensure your product arrives in perfect condition. However, if you discover faulty or incorrect items in the order received, please contact us at firstname.lastname@example.org and attach pictures of the items stating your order number and we will advise on how to return.
Should you wish to return your item(s), please kindly email us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking number). All products must be returned in good condition along with its original packaging. Undercover reserves the rights to refuse the return of products that are not returned in accordance with our return process.
Returns will be refunded to your original form of payment. Please be aware that there will be a lead time required to set up the credit transaction to your account.
Please be advised that shipping fees are non-refundable. Customers are responsible for all the fees involved when returning items. Returned packages will remain customer’s responsibility until they are received by Undercover. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
Steps when returning an item:
- Send us an email to email@example.com including your Order Number, the original invoice and the reason for the return or exchange. If you decide to exchange please provide details of the replacement style, color, and size. Please be aware that customers are responsible of shipping fees for returns or exchanges.
- Once you have received a response from us confirming your request, proceed to send your product to the following address:
- Please send an email at firstname.lastname@example.org including tracking number of shipping.
- Once received, the return/exchange will be processed in the following 10-15 business days. Please note that the shipping dates, delivery times and the deadlines for the refund process are estimates only and are not guaranteed.