Returns & Refunds
This policy applies to products purchased from the website underworks.com.au. Underworks underwear has a separate return policy.
Can I return my goods?
Unfortunately you cannot return any Underworks underwear due to hygiene reasons. We do accept returns for other products however the cost of return postage is the individuals responsibility and any postage or express post charges paid on the original order will be deducted from the original order amount when refunded. If the original order amount was over A$50 and qualified for free shipping then the cost we incurred on the original shipping will be deducted from any refunded amount.
What if I ordered the wrong size?
We do our best to provide you with as much sizing information as possible, so you can make the right fit decision before purchasing. It is the responsibility of the purchaser to determine the best fit for the receiver using the information provided on the sizing charts and the measurement tips.
We currently only accept Australian returns for incorrect size choice (excluding underwear), but the products must be returned to us with 14 days of receipt of the product and be in as new condition and resalable with all the original swing tags and labels attached. If you are returning for an exchange to a different size then the postage to return the goods is at your cost. Underworks will cover the postage cost to send out the replacements.
International returns due to incorrect size chosen will not be accepted, so please choose carefully.
What if my product is faulty?
If for any reason you find that a product you have purchased is faulty in any way, or does not match the order description, we can assist you in resolving the issue. Returns will be accepted for all Australian and International orders where the products are found to be faulty or do not match the order description.
All returns must provide proof of purchase at the time of the return (this may include the invoice, credit card statement, or payment statement). We apologise if you have received a faulty product or the order was not correct.
What is the process for returns?
If the product you have received is faulty or not as you ordered please contact us immediately by email to firstname.lastname@example.org and include proof of purchase along with a description of the problem and include a photograph showing the issue. Our Customer Service team will then contact you to advise on the next steps.
Can I exchange my products for something else?
Unfortunately, we do not offer exchanges at this time. Please contact us if your order is faulty or incorrect.
How long will it take to be refunded?
Once the products have been received by Underworks, please allow approximately 5 business days for your refund to be processed back to your account. The funds will be refunded into the credit card or PayPal account used to initially purchase the products. Receiving your refund payment will depend on the time it takes your financial institution to finalise the refund.
Can underwear be returned?
Due to health and hygiene regulations, Underworks cannot accept returns or exchanges for change of mind or incorrect sizing on any underwear products. However, we will accept a return for faulty underwear products or products that do not match the order description.
How do I contact the customer service team?
Phone our Australian office: +61 393554300
Office Open Hours: Monday to Friday (excluding public holidays in Melbourne, Australia)
9.00am and 5.00pm, Australian Eastern Standard/Daylight savings