Return, Refund & Exchange Policy (UK)

At SoftUnder.com, your satisfaction is our top priority. We want you to feel confident and comfortable with every purchase. Please review our return, refund, and cancellation policy carefully before placing an order.

1. Order Cancellation

You may cancel your order within 3 days of placing it, provided the order has not yet been shipped.

Once the order has been dispatched, it can no longer be cancelled but may be eligible for a return (see section below).

To request a cancellation, please contact our support team at [email protected] with your order number and “Order Cancellation” in the subject line.

2. Return Policy

We accept returns within 7 days of delivery, subject to the conditions below:

2.1 Items Eligible for Return

Party dresses, outerwear, or nightwear can be returned if they are:

➤ Unworn, unwashed, and unused

➤ In their original packaging with all tags, labels, and hygiene seals intact

2.2 Items Not Eligible for Return

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are faulty or wrongly described:

➤ Bras, panties, lingerie, shapewear, and underwear

➤ Items that have been worn, washed, or altered

➤ Items marked as “final sale” or “non-returnable” at checkout

3. Faulty, Defective or Wrongly Described Items

If you receive a faulty, defective, or wrongly described item, please contact us within 7 days of delivery at [email protected].
Provide your order number, a brief description of the issue, and clear photos showing the problem.
After reviewing your claim, we will offer one of the following:

➤ A replacement item (if available), or

➤ A refund to your SoftUnder.com account within 7 days after verification

4. Return Conditions

To qualify for a return:

➤ The item must be returned within 7 days of delivery.

➤ It must be in original condition, unworn, unwashed, and undamaged.

➤ All labels, packaging, and hygiene seals must be intact.

➤ A valid proof of purchase or order number must be provided.

Returns that do not meet these conditions may be refused or result in a partial refund.

5. Refunds

➤ Once we receive and inspect your returned item, we will notify you by email.

➤ Approved refunds will be credited to your SoftUnder.com account within 7 business days after verification.

➤ Refunds can be used as store credit for your next purchase.

➤ Original shipping fees are non-refundable unless the item was faulty or misdescribed.

6. Exchange Policy

➤ Exchanges are only available for size changes or product defects, subject to stock availability.

➤ If the same item is unavailable, a store credit of equal value will be issued to your SoftUnder.com account.

7. Return Process

➤ Email Us: Send your return request to [email protected] within 7 days of receiving your order.

➤ Wait for Confirmation: Our team will review your request and send you return instructions along with the return address. It must be in original condition, unworn, unwashed, and undamaged.

➤ Ship the Item: Pack the item securely and ship it to the provided address. Return shipping costs are the responsibility of the customer unless the item is faulty.

➤ Refund/Exchange Processing: After receiving and verifying your returned product, we will process your refund or exchange within 7 business days.