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!

Finding the perfect size in new lingerie can be a challenge — we know as customers, & we know as people who are obsessed with perfecting the fit on each of our garments. That’s why we offer free exchanges on all of our items. If the fit or feel isn’t right, we’re happy to help you find the correct size with personal help from our fit specialists, and we’ll exchange your item for free! We want you to love everything about wearing your new lingerie, and we are here to help you find the perfect pieces for you.

 

If you have any fit issues with your order or intend to exchange any portion, please email or call within 14 days of receiving it to start your exchange process and let us know what’s up! If you believe an item is damaged or defective, please contact as soon as possible so we can investigate & replace it if necessary.

We strive to represent our items and their beautiful coloration and fabrics as accurately as possible over your computer screen, but we do know that sometimes things can look a little different in person. Additionally, many of our dyes and prints are hand-crafted, so exact coloration and print distribution may vary. We work as hard as possible to ensure that the items we send out to our customers are well represented.

 

Most of our items are handmade to order, and are worn very close to the body. Due to their intimate nature, limited quantities, and intricate handmade production process, we do not offer full cash refunds for change of mind. Instead, we are committed to ensuring you find something you love — so we offer free exchanges for another size, or we can issue a refund in store credit that you can use towards other items. Your store credit refund will contain the full balance of your items paid at the time of purchase, without shipping fees. 

 

We accept all items for an exchange or refund through store credit as long as…

  • they were delivered to you within the past 14 days
  • they have not been worn, used, altered, or washed
  • any panty styles have been tried on over your own underwear
  • the original packaging is attached

 

Any other requests for alternate solutions (such as fit alterations) will be accepted or offered only at our discretion, under the conditions listed above. Thank you for shopping with us! Be sure to give us an email or chat if you have any questions at all about our items before you order — we’re happy to help!

 

**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 14 days to pick up your order at your convenience, and then another 14 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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