FAQs

For security reasons, we can't change the shipping address completely once an order has been placed. As long as the order hasn't shipped, we can sometimes make minor corrections, such as adding a missing street number or fixing a spelling mistake.

Contact us as soon as possible via chat, the contact form, WhatsApp or email at [email protected]. If your order has already shipped, we may be able to help you recall the parcel.

Yes, as long as the order hasn’t been processed or shipped yet. Contact us as soon as possible via live chat, the contact form, WhatsApp or email at [email protected]. Include your order number and full name so we can help you quickly.

Contact us as soon as possible via live chat, the contact form, WhatsApp or email at [email protected]. Include your order number and the email address used for the order. If the order hasn't been processed yet, we may be able to cancel it.

Once your order has shipped, it can't be cancelled, but you can return it when it arrives. See "How do I make a return?".

We’re sorry about that. Take a photo of what you received and contact us via chat, the contact form, WhatsApp or email at [email protected]. Include your order number and full name, and we’ll sort it out as quickly as we can

We’re sorry about that. Take a photo of the item you received, including the size label, and contact us via live chat, the contact form, WhatsApp or email at [email protected]. Include your order number and full name, and we’ll sort it out as quickly as we can.

We’re sorry to hear that you received a faulty item!

Please take a picture of the faulty items and contact us via our contact form, Whatsapp or email us at [email protected]. Please provide your order number and full name and we will help you as soon as possible.

You should receive an order confirmation by email shortly after placing your order. If you can't find it:

1. Check your spam or junk folder.

2. Check the email address you entered at checkout. If it was misspelled, the confirmation was sent to that address.

If you still can't find it, contact us at [email protected] and we'll check whether your order went through. Please include your full name and shipping address so we can find your order more easily.

Where is my order?

Orders are packed and shipped from our warehouse within 1–3 business days. When your order ships, you’ll get a confirmation email with a tracking link. It can take up to 24 hours for the link to become active.

Other ways to track your order:

Our tracking page: enter your order number and email on our tracking page.

Your account: log in with the email you used at checkout, find your order and click “Track shipment”.

Budbee: if you chose Budbee, they’ll send a separate email with tracking updates. Check your spam folder if you can’t find it. In the Budbee app you can also follow your delivery and change delivery preferences.

Delivery times depend on your location and shipping method. During sales and holidays, packing and delivery can take a little longer.

If your order hasn’t arrived within the estimated delivery time, contact us and we’ll look into it.

We ship to all of Europe, the UK, the US, Australia, the UAE and several countries in Asia. To check whether we deliver to you, open the country menu in the top right corner and see if your country is listed.

The options depend on where you’re ordering to. You’ll see the available methods and prices for your address at checkout. All shipments are tracked, and you’ll get a tracking link in your shipping confirmation email.

We offer free shipping above a certain order value, and the amount depends on your country. Select your shipping country in the menu in the top right corner to see the correct free-shipping amount on product pages and in the banner at the top of the site.

It depends on your country and the shipping method you choose. You’ll see the exact cost at checkout before you pay.

We offer free shipping above a certain order value. Select your shipping country in the menu in the top right corner to see the amount that applies to yo

Orders shipped within the EU have no extra taxes or duties. Outside the EU, import taxes or duties may apply, depending on the country and order value. Many countries have a threshold below which no fees are charged. Any charges are the customer’s responsibility, so we recommend checking with your local customs authority before ordering.

Our main markets outside the EU:

US: We ship DDP with FedEx, which means we cover all duties and taxes.

Norway: We cover all duties and taxes.

UK: Orders under £135 have no import duty. For orders over £135, choose FedEx or Evri at checkout to avoid import charges. If you choose UPS, import charges will apply. More information on the UK Government website.

Switzerland: More information on the Swiss Post website.

Canada: More information on the Canada Government website.

The shipping confirmation is sent when your order is packed and the label is created. The tracking only updates once the carrier has collected the parcel and scanned it, which can take up to 48 hours.

DHL: The first scan usually happens when the parcel arrives at the DHL terminal, within 2-4 business days after you get the shipping confirmation.

Asendia: The parcel goes to an Asendia sorting hub first, and the tracking may not update until it arrives in your country. This can take up to 3-5 days, so it’s normal for the tracking to stay unchanged for a while.

If the tracking still hasn’t updated after 7 business days, contact us and we’ll look into it.

Shipments that do not fit in your mailbox are usually held at your local delivery office or service point for approximately 1 to 2 weeks.

If you select the box/delivery point service, you will receive an SMS or email notification with an access PIN code to retrieve your package.

Please note: If you do not collect your package within the specified time frame, it will be returned to us, and handling fees will apply.

This usually happens if the address was incomplete or incorrect, for example a missing street number, or if the parcel wasn’t collected from the pickup point in time.

Contact us via live chat, the contact form, WhatsApp or email at [email protected]. Include your order number and full name.

We can either send the order again or cancel it and refund you. If the parcel was returned because of an incorrect address or because it wasn’t collected in time, a €20 administrative fee applies for cancellations. If the return was caused by us or the carrier, there is no fee.

With home delivery, you usually don’t need to be home. Most carriers leave the parcel in your mailbox or outside your door, somewhere as safe as possible. Depending on the carrier and your country, the parcel may sometimes be taken to a nearby pickup point instead, and you’ll be notified when it’s ready to collect.

Early Bird: After two failed delivery attempts, the parcel is sent to your nearest Bring pickup point. Bring will let you know when it’s ready to collect.
Budbee: In the Budbee app, you can reschedule the delivery or leave instructions, for example to leave the parcel with a neighbour.

If your parcel shows as delivered but you can’t find it, see “What if my order shows as delivered but I haven’t received it?”.

Here are a few things to check:

1. Your address: Make sure the address in your order confirmation is correct, and that your last name is on your mailbox or door.

2. Your household: Ask if someone else at home received the parcel.

3. Around your home: Check places where the parcel might have been left, such as the lobby, mailroom, front door or garden.

4. Your neighbours: The parcel may have been left with a neighbour or at a nearby address.

5. Your local post office: If your local postal service handled the delivery (not DHL, UPS, Early Bird, Budbee or Evri), the parcel may be waiting for pickup there. Bring your tracking number.

6. Wait a couple of days: Parcels are sometimes marked as delivered before they actually arrive, and may show up a day or two later.

If you still haven’t found it, contact us via chat, the contact form, WhatsApp or email at [email protected]. Include your order number and full name, and we’ll help you as soon as we can.

Here’s how it works:

Start Your Return: Visit our return portal at shopunderstatement.com/returns to register your return. You’ll need your order number and email or zip code to complete the process.

Return Deadline: You must file your return within 14 days of receiving your order.

Important Note: The right of withdrawal or return does not apply to sealed goods or items unsuitable for return due to health and hygiene reasons, if their tags have been removed after delivery.

Condition of Items: If products show clear signs of use, we reserve the right to refuse a refund.

Sale Items: Sale items can be returned, provided they meet our standard return conditions: unworn, unwashed, and with tags intact.

We recommend using our size guide to find the best fit!

Please contact us via chat, contact form, Whatsapp or email us on [email protected] provide the order number as well as your full name so we can try and help you as soon as possible.

When you buy four full-price panties, the price of one pair (the lowest-priced item) will automatically be deducted at checkout — so you only pay for three.

Return rules for this offer:

• If you return only the free panty:

No refund will be issued, as the free panty has no standalone value.

• If you return one or more of the paid panties but keep the free one:

The value of the free panty will be deducted from your refund.

• If you return all four panties together:

You’ll receive a full refund for the three paid items — no deductions will be made.

• If you return fewer than four panties (for example, two or three):

The promotion will no longer apply, and the refund will be adjusted based on the regular price of the items you keep.

Example: If you return three pairs (including the free one) and keep one, you’ll be refunded the value of the three returned panties minus the regular price of the one you keep.

This offer only applies to full-price items, is available for a limited time, and can’t be combined with other promotions.

To receive a full refund under the campaign, please make sure to return all four items included in the offer.

We do not include return labels in your order. To begin the return process, please follow these steps:

1. Visit Our Return Page: Go to shopunderstatement.com/returns.

2. Register Your Return: Provide your order number and email address to register your return.

3. Check Your Email: After registering, you’ll receive an automated email with further instructions. If you don’t see it within a few minutes, please check your junk or spam folder.

Important Notes:

Product Condition:

Returned items must be unworn, unwashed, and in their original condition with tags intact. If items show clear signs of use, we reserve the right to refuse a refund.

Refund Processing Time:

We process returns within 14 working days of receiving them.

Unfortunately, we don’t offer exchanges at the moment. Instead, register the item you’d like to send back as a return through our return portal, then place a new order for the item you want. Returns must be registered within 14 days of receiving your order. Your refund will be processed as usual once we’ve received and checked your return.

Your return label is sent by email once you've registered your return in our return portal. If you can't find it:

1. Make sure your return is registered in the return portal.

2. Check your spam or junk folder.

3. Contact us at [email protected] with your order number, and we'll send the label again.

Drop off your return at a location for the carrier shown on your label, for example UPS, DHL or your local postal service. If you're returning from outside the EU, hand the invoice or customs documents to the drop-off point. Don't put them inside the parcel.

We provide a pre-paid shipping label for 39 SEK in Sweden and from 4.99€ to 15€* for the rest of the world. The fee will be deducted from your refund payment. Please note that import duties for a return shipment are not covered by Understatement.

Refunds will be processed within 14 working days after we receive and review your return.

During holiday periods, the processing time may be longer than usual.

You’ll receive a confirmation email once your refund has been issued. Please check spam folder

Changed your mind? As a customer, you have the right to withdraw from your purchase within 14 days of receiving your order. If you choose to use our prepaid return label, the cost is 39 SEK within Sweden and 4.99 € to 15 € internationally, deducted from your refund.

To exercise your right of withdrawal, use our form here:Withdraw my order

Return the item(s) within 14 days of submitting the form. The return shipping cost is deducted from your refund, which is processed within 14 days of us receiving your return.

If the tracking shows your return as delivered, it has usually arrived at our warehouse. We process returns within 14 working days of receiving them. Once your return has been checked, we’ll process your refund and send you a confirmation email.

If you returned your parcel with DHL, the tracking may show it as delivered when it reaches DHL’s sorting hub in Germany. It’s still on its way to our warehouse in Sweden, so it can take a few extra days before we receive it.

If it’s been a while and you still haven’t heard from us, contact us at [email protected] with your order number, and we’ll look into it.

A few things can affect the amount:

Return fee: The return shipping fee is deducted from your refund.

Discount codes and offers: If your order had a discount code or a campaign offer, the discount is spread across the items. If you return only part of the order, the refund is adjusted.

Return conditions: Items that show signs of use or washing, or have missing tags, may not be refunded. If so, we'll contact you.

If you still think the amount is wrong, contact us at [email protected] with your order number.

The payment methods available depend on your country and currency. You'll see all options for your region at checkout. We generally accept:

Cards: Visa, Mastercard, American Express and Discover

Digital wallets: PayPal, Apple Pay and Google Pay

Local payment methods: Klarna (in selected countries) and iDEAL (Netherlands)

All payments are encrypted and processed through secure payment providers.

Try the following:

1. Check that your card details, billing address and shipping information are correct. If the billing address doesn't match the address linked to your card, the payment may be declined.

2. Try another payment method, or PayPal if it's available at checkout.

3. Contact your bank or card issuer. Payments are sometimes blocked for security reasons and need to be approved.

4. Refresh the page, or try another browser or device.

If it still doesn't work, contact us at [email protected].

Contact us at [email protected] and include:

Your order number

The email address used for the order

The date and amount of the transaction

A screenshot of the payment, if you have one

Please don't send card details or other sensitive payment information by email.

Depending on your country, Klarna offers these options at checkout:

Pay now: You're charged immediately.

Pay later: Pay within 14 or 30 days. Klarna will tell you when payment is due.

Pay in installments: Split the cost into several payments, charged to your card according to the agreed schedule.

After your order is confirmed, Klarna sends you an email with your payment details. You can manage your payments in the Klarna app or at klarna.com

Enter your code in the discount field at checkout and click Apply. 

A discount code can’t be added once the order has been placed. Codes can’t be combined with other offers and don’t apply to sale items or special promotions.

Go to our gift card page and choose an amount. Digital gift cards are sent by email to the address you use at checkout. We also offer physical gift cards.

Digital gift cards are sent to the email address used at checkout. If you haven't received yours within 24 hours, check your spam or junk folder. If you still can't find it, contact us at [email protected].

Note that your gift card code is not the same as your order number. The gift card code contains letters and numbers, while the order number contains only digits.

Gift card codes and store credit codes go in the "Discount code or gift card" field at checkout. Copy and paste the code, and make sure there are no spaces before or after it.

Store credit from a return works differently. It's added to the Shop account linked to the email address you used for your purchase. Click the profile icon in the top right corner, sign in to Shop with that email address, and select "Store credit" as your payment method at checkout. 

No. Gift cards and store credit must be added at checkout before you place your order. If you forgot to add a gift card, contact us as soon as possible at [email protected].

Check that the code is entered correctly and that it hasn't expired or already been used. If it still doesn't work, contact us at [email protected] and include the code.

The easiest way is to take the size quiz on any product page. Answer a few questions about how your current bra fits, or enter your measurements, and you’ll get a recommendation for that specific style.

If you prefer to measure yourself, take your body measurements and compare them to our size guide.

A few tips:

For a fuller cup or more support, try our Support+ bralettes.

If you like the Triangle bralette but want more coverage, try our Balconette or Plunge styles.

If the underband rides up at the back, it’s usually too loose. Try a tighter hook, or go down a size.

For more detail, see our Bralette Guide and Panty Guide.

Still unsure? Contact our customer service and we’ll help you find your fit.

Measure your waist and hips, and compare your measurements with the size chart on the product page.

Measure your underbust and full bust, and size calculator or compare your measurements with the size chart on the product page. If you're between sizes, use the size guide for that specific product and color, or take the size quiz for a personal recommendation.

We’re updating our bra sizing, and the new size scale isn’t on all products yet. The easiest way to find your size is to take our fitting quiz. Once you’ve taken it, your recommended size is shown on every product page. It takes into account whether the style uses our old or new sizing, so you don’t have to work it out yourself.

You can also go to the product page, choose your color and click Size Guide above the sizes. Enter your band and cup size to get a recommendation for that style and color.

Follow these steps to make your pieces last.

Wash at 30°C (86°F) or below. A lower temperature is gentler on the fabric and better for the environment. Silk items should be hand washed.

Use a laundry bag. It protects the fabric and keeps straps and hooks from catching.

Use a mild detergent.

Don’t bleach, tumble dry, iron or dry clean.

Some pieces have their own care instructions, so check the Wear & Care section on each product page.

Rinse your swimwear in cold water after every swim to remove salt, chlorine and sunscreen. Hand wash with mild soap when possible, and let it air dry. Don't tumble dry, iron or dry clean.

You'll find the exact material composition of each product under Composition on the product page. Most of our swimwear is made from ECONYL® regenerated nylon, which is made from waste such as discarded fishing nets, fabric scraps and old carpets.

We focus on making pieces that last. We choose durable materials and leave out components that shorten the life of underwear, such as underwires, stiff padding and scratchy tags. We work closely with our production partners to make sure every step meets high ethical standards.

Each product page shows where the product is made and what it's made of.

Yes. Our packaging is plastic-free, and our bags, boxes and tags are made from FSC-certified materials that can be recycled or composted.

GRS (Global Recycled Standard) is an international certification for products made with recycled materials. It verifies the recycled content and traces it through the supply chain. It also sets requirements for environmental practices, chemical use and working conditions.

Understatement is GRS certified by Control Union Certifications B.V. Only products with GRS information on the product page or hangtag are certified.

If they're still in good condition, give them away or donate them. Otherwise, take them to your local textile recycling.