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Store Policy

Play style roulette for a limited time! Spend $125 & we'll send a free panty. Spend $250 for a free bralette! 

We're opening up our vault of one-of-a-kind samples, designs, and creations, plus retired styles and stocked styles -- and giving them away for free! Style Roulette is our favorite annual treat. To play, just shop & spend. 

The styles you receive will be picked at random by us, depending on the selection available in your size. Random style, random color -- could be ultraluxe, a handmade one-of-a-kind, or a classic favorite! The style will always be your size, but other than that, it could be anything. 

Terms: We cannot accept requests for style roulette items, nor can we offer exchanges or returns on them -- they're simply gifts from us to our customers! Panty value will range from $30-60 and bralette value will range from $50-125+. We will be choosing your style completely at random aside from available stock. Some styles may be handmade just for you. Your roulette style may ship separately from your normal order -- we'll give you a heads up if so!

Most of our items are handmade in our NYC studio! That means we need a few days to assemble your items for you before we’re ready ship to them out to you.

Based on how many handmade items are in your order and which of them we’ve already stocked here in New York, your order may take as little as one day to ship, or up to ten business days. The average processing time varies based on how busy we are, but is usually just a few days. Our goal is to get your order to you as quickly as possible!

If you need something quickly, try shopping from the Ready to Ship part of our store. We also offer expedited shipping options!

**Shipping Window Update, June 16th** 

We have resumed our normal shipping window! Handmade orders should take up to 10 business days to ship, and Ready to Ship items will ship next business day. 

All items are either returnable or exchangeable unless specified!

Final sale items include panties, custom orders, and sale items.  We are sorry, but we cannot process returns on these items. We can process exchanges for the same item in another size -- just email us or call us.

As of April 2017, made-to-order items are exchange-only! Instead of a return on those pieces, we're happy to help you find a different style or size that fits your needs better, or give you a gift card or store credit for uyesurana.com. 

FREE Exchanges: We're always happy to exchange an item & work with you on finding a better fit. Please email or call us within 14 days of receiving your item(s). We'll issue a shipping label for you. Please note that all items must be in unused & unaltered condition.

Your first exchange is always free, and includes time to talk with our fit specialists about what you need. It's very rare for us to get a request for a second exchange, but if you need one, please be aware that we may ask you to cover a portion of the shipping cost depending on the issue. 

Returns: Please contact us within 14 days of receiving your item(s) if you intend to return any portion of your order. Be sure to double check above to ensure that your items are eligible for a return, or if they're exchange-only. Your return package must be postmarked or in the mail within 21 days of the date you received your items. See the guidelines below for shipping your return back:

USA: After you contact us about your return, we will send you a shipping label for your package and share the tracking information with you. When the items arrive back to our studio, we will process your return. We will deduct shipping costs from your refund amount. 

International: After you've contacted us to confirm your return, you must ship the order back choosing your own method. The shipping method must include tracking information so we can track your package. When the items arrive back to our studio, we will process your return. We will deduct the original shipping cost of your order from your refund amount. 

If you would like us to cover shipping, consider an exchange instead! All orders are eligible for an exchange for a different size, style, or store credit for uyesurana.com. 

Please note that all returned items must be in unused and unaltered condition, with original packaging attached.

**Special note on returns & exchanges for NYC pick-up customers**For customers who choose to receive their items by picking them up from our studio, we ask that you pick up your order & make any exchange requests within 30 days of your "pickup-ready" notification. Ideally, this gives you about 15 days to pick up your order at your convenience, and then another 15 days to request an exchange or return. Thank you for helping us keep our in-house production smooth-running and organized!

**Special note for backers of our 2016 Kickstarter campaign**: Our exchange policy for Kickstarter is different from website orders placed here on uyesurana.com! If you need an exchange, please contact us within 14 days of pledge delivery. Kickstarter styles are eligible for a size exchange if materials for your style remain -- we'll invoice you for a fee and then take care of the shipping labels for you. Alternately, we can offer store credit for uyesurana.com styles instead. For either option, please email info@uyesurana.com!

We accept most major credit and debit cards including Visa, MasterCard, American Express and Discover securely through Shopify Payments. 

We also accept secure, cardless payment through PayPal, Shopify Pay and Apple Pay. PayPal allows you to pay directly with your bank account or credit card when you log into your account at checkout. You can checkout with PayPal without an account by entering your payment information through PayPal. Apple Pay can also be used to securely charge your card with just a click at checkout if you already have it configured on your iPhone! Shopify Pay enables you to safely save your payment information at checkout and pay securely with a verified mobile number on your next visit with us. 

Your privacy is protected -- we do not store or have access to view your full payment details (including credit card number) regardless of your payment method.

We collect city and state tax for New York, New York at the current sales tax rate and regulations. Currently, all clothing items under $110 are not taxed.

International Duties: We are not responsible for any additional duties or taxes applied upon delivery, so please check your country's policies first. 

You can create an account with us to store your information to use for checkout. You are not required to create an account with us in order to view our website or place an order, but you'll be able to access faster checkout and other features! You can delete any account information by contacting us through email.




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