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Store Policy

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!

**UPDATE April 21st, 2017: We've had a high order volume lately! Our production team is working around the clock to make sure you get your things as quickly as possible, but most orders are taking a few extra days to ship. Please allow for some extra time on handmade items, or consider ordering expedited shipping or shopping Ready to Ship styles! Thanks for your patience & support!**

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! For those items, instead of an exchange, 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. If you ship the full order back choosing your own method, we will refund the cost in full. You can also contact us to create a shipping label for you, but we will deduct the cost of shipping from your return. We are happy to cover shipping if you'd prefer to exchange the item for a different one instead -- please feel free to contact us & let us know what didn't work for you and we'll help you find a style that fits your needs better. 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 payment through PayPal 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. 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!

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

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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