Tracking numbers are included in your shipping confirmation email.

Express International Delivery

We ship worldwide via DHL Express and UPS Worldwide Express for fast, reliable delivery with full tracking.

Please note: Due to evolving international customs procedures, some shipments may occasionally experience extended processing times. We'll keep you updated on any delays.

Shipping Rates

Canada

Express (2–3 working days)  via DHL or UPS:

• $21.75 USD for orders under $175
• $11.75 USD for orders $175+
• Free for orders $350 USD+

Other Countries

Express (3–6 working days) via DHL or UPS:

• $31.75 USD for orders under $175
• $21.75 USD for orders $175+
• Free for orders $350 USD+

No Surprise Fees - Duties & Taxes Included

• All duties and import taxes are calculated and collected at checkout through Shopify's secure system
• No additional fees upon delivery - what you pay is what you pay
• Transparent pricing with all costs shown before you complete your order

How International Duties Work

Every country has different rules for imported goods. Some countries have 'de minimis' thresholds - minimum values below which duties don't apply. These thresholds vary significantly:

• Canada: $20 CAD threshold
• Australia: $1,000 AUD threshold for duties
• European Union: €150 EUR threshold for duties, €22 EUR for taxes
• Other countries: Thresholds vary widely

The good news: Our system automatically calculates the correct duties and taxes for your destination, so you'll know exactly what to expect before you order.

Recent Policy Changes

International trade policies are constantly evolving. While these changes don't affect our shipping process (we still collect all fees upfront), they may occasionally impact delivery timeframes as customs authorities adapt to new procedures.

Rest assured: We work closely with our premium carriers to minimize any potential delays and will notify you immediately if your shipment is affected.

Why We Only Offer Express Shipping

We know express shipping costs more, but we've chosen to partner exclusively with premium carriers like DHL Express and UPS Worldwide for important reasons:

• Reliability you can count on: Express services have priority handling and better tracking
• Faster delivery: Your lingerie arrives in 2-6 days instead of weeks
• Better customs handling: Express shipments receive priority processing, especially important during times of changing international regulations
• Superior tracking: Real-time updates so you always know where your package is
• Reduced risk: Less time in transit means less chance of delays or issues

In today's evolving international shipping environment, we believe the peace of mind and reliability of express service is worth the investment. Plus, with free shipping on orders $350+, the cost becomes even more reasonable!

Tracking Your Order

You'll receive tracking information via email once your order ships. Track your package directly through DHL or UPS for real-time updates.

Questions?

If you have concerns about shipping to your country or questions about duties and taxes, please contact us before placing your order. We're here to help ensure a smooth delivery experience.

Returns & Exchange

Return Policy

Finding the perfect size in new lingerie can be a challenge. That’s why we offer FREE domestic exchanges and returns for store credit - so it's easy to get the right fit and style. Request your return here.

Due to the handmade nature of our garments, we can only accept returns for store credit. Additionally, we do not offer full cash refunds for change of mind or order cancellations. Thanks for understanding and for supporting our small brand!

Your item is eligible for a return as long as…

• Your order was fulfilled in the last 30 days
• It has not been worn, used, altered, or washed
• Any panty styles have been tried on over your own underwear, and stockings have been tried over clean socks
• The original packaging is intact and tags are attached
  
• It is not marked as final sale or has a price ending in .99
  
• We reserve the right to refuse returns that do not meet this criteria

Here’s how to process your return:

• Submit your return request here.
• If you have any questions or concerns, don't hesitate to contact U.S. at care@uyesurana.com
• Once your request is approved, you will receive a shipping label via email. We ask that you please ship your return back to us within 7 days of the return approval date. Returns postmarked more than 7 days after the return approval date will not be accepted. 
• Exchanges and instant credits will process automatically

International Returns:

We kindly suggest international customers contact with any sizing questions before placing their order. Our returns center does not allow international returns.  If you need to request a return outside of the United States, please contact customer service at care@uyesurana.com. Shipping fees are at the buyer's expense and duties are non refundable. 

We believe the means matter — from who makes your lingerie to how it's made.

Ethically Made

Produced in a family-run factory in Colombia where workers are paid fairly and work in safe conditions

Eco Printing

Our prints use reduced-waste, water-free technology — better for the planet 🌎

Small Batches, Long Life

Fully adjustable, anti-rip styles = longer-lasting lingerie 💪

Sustainable Packaging

Every order ships in biodegradable or curbside-recyclable packaging

Always Transparent

We’re committed to improving every part of our process — so you can wear your values 💕