Shop Policies
Returns & Exchanges
Items Eligible for Return or Exchange:
All merchandise eligible for return or exchange must be in its original unwashed, unstained (whether by deodorant or makeup, etc) unstretched and unscented (cigarette smoke, perfume, body odor) condition.
• Merchandise may be returned for a refund of the full purchase price(minus shipping costs) within 30 days of the order ship date. Refunds will be given in the same form as the payment was received.
• Merchandise may be exchanged within 30 days of the order ship date. Customer is responsible for return shipping, but not the exchanged item's shipping.
Items may only be exchanged for a different size of the same style and colour as the initial order. If the item is a stand-alone piece (ie: costume pieces, cloaks, accessories, etc) it may be exchanged for an item of equal or lesser value. Such items will be marked in the description.
• Notification for an exchange or refund must have this format for the title: "Exchange/Refund: Order ID number" and be directed to info@undercovernerd.ca.
• For manufacturing errors that have slipped past the quality control stage (lace is on upside down, wrong lace or elastic was used if something was requested, etc) can be returned or exchanged following the same guidelines as previously mentioned. Photo proof with the accompanying order information is required.
• If your order is lost, delayed or hasn’t arrived within 30 days from ship date (for North America), or 60 days from ship date (International),please inform us via the same method as Exchanges, and we will send another free of charge.
Items Ineligible for Return or Exchange:
For Hygiene and Fit reasons, the following types of items are FINAL SALE, even if the merchandise is unopened or unworn!
• Panties or lingerie that has an inseam (crotch), i.e.: pajama pants,shorts, boxers, body suits/teddies.
• Custom Orders in which you have had us (or another artist) design the print for.
• Socks and Tights (leggings are excluded as they don’t touch the feet).
Canceled Orders
If you wish to cancel an order that is being processed, please send an e-mail to info@undercovernerd.ca with the title format “Cancellation: Order ID number”, and the reason you wish to cancel your order. Canceled orders are fully refunded in the same manner that they were paid for. Orders cannot be canceled once they have been marked as shipped.
Shipping
Canada Post Services
Shop Information
Our fabrics for lingerie all come from Spoonflower.com, and are printed on a 2-way stretch organic cotton knit (for most things). Spoonflower’s printing time is roughly 10 days before the order ships, shipping can take 3-4 weeks or more depending on customs or weather delays. Weather delays are to be expected during the winter (winter here can be from October-May) as we often have snow, sleet or ice that slows things down.
The elastics and laces that we use often come from various sources and may change depending on what is available at the time.
Additional Information
We are not responsible for inaccuracies due to being given the incorrect size/measurements. Please double check the size and where to measure when placing an order. If you are unsure of where to measure, or are generally more difficult to fit, please e-mail us at info@undercovernerd.ca with the following title format “Item title: Sizing/Measurement help”.
Washing instructions are listed with each item; if they get put through the dryer or a hot wash cycle, they are likely to shrink a couple to a few inches and fade quickly.
We reserve the right to change, amend or revise our policies and listing information at any time without notification.