Refunds, Returns and Exchanges
We hope you love Dear Kate's underwear and apparel!
However, we understand selecting the right style and size online can be a difficult one. For this reason, we welcome an exchange or full refund on online orders (excluding postage charges) within 28 days of receipt of the garment, provided the following:
- you can provide satisfactory proof of purchase;
- the garment is in brand new saleable condition;
- the garment has not been worn (except to try on for size) or used; and
- garments are in their original undamaged packaging
Due to the intimate nature of the product, we are unable to exchange or refund garments that have been worn or used, are dirty or soiled or smell of cigarette smoke or perfume, have been washed or have been damaged or modified in any way. Please remember that make-up and spray tans often render a garment "worn" so please try on garments carefully.
For hygiene reasons, please ensure that all Dear Kate underwear and yoga shorts/pants are tried on over your own underwear first to check if it is the correct fit. Please ensure thongs are tried on over a full brief.
Please email email@example.com to arrange for an exchange or refund. Refunds will be processed back via your original form of payment.
Garments should be posted to us, at your cost, within 28 days from the time you receive the goods, in their original packaging and with proof of purchase. Please note that Unde Pty Ltd accepts no responsibility for items which are lost during return transit. We recommend returning your goods using a trackable registered post service so you can be sure it gets here.
Once received, we will inspect the products. Provided we are satisfied that the garment/s meets the above requirements, we will proceed with your exchange or refund. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you and deny your refund or exchange request.
If you have requested an exchange, a postage charge will be applied to return your preferred choice to you. We will email you with the details of the applicable charge prior to sending the package.
In the event that the product has a major problem, you can choose to receive either a full refund or an exchange. A major problem is when the item:
- has a problem that would have stopped someone from buying it if they’d known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t easily be fixed.
Please contact firstname.lastname@example.org to notify us of the problem and for further information regarding obtaining a refund or exchange. In the event that the garment is faulty or has been incorrectly sent, Unde Pty Ltd will pay for the postage costs of you sending your order back to us and the cost of sending a replacement product out to you.