FAQs

Frequently Asked Questions

Q: How do I know which size to order?

A: If you have a tape measure handy, our size chart will help out. We have listed the sizes of our models on the product pages, so that should help guide. And if you still aren't sure, please flick us a DM or email us and we'll help figure it out. 

Q: I only see the option to pre order on your website? How do I buy your underwear?

A: As a small ethical and sustainable underwear company we noticed significant amount of pre made underwear that wasn’t selling while others sold out in an hour. We have found the process of guessing what will sell is not working for our customers or for us as a little business, what’s more distressing is the large waste created by making undes for them to never be used. So for all of these reasons we have moved to a more sustainable model of pre ordering our underwear. Instead of Buy Now you select Pre Order and can get your very on underwear made for you as per your order! How cool is that! 

Q: How long does it take to make and send my pre order?

A: We aim to have your underwear cut, made, wrapped, packed and sent to you within 4 weeks but sometimes in can be longer, but we always keep you updated.

Q: How often do you have pre-orders and how long are they for?

A: We offer pre orders every 2 weeks/twice a month. Our first pre order is on the 1st of every month and then the 15th of every month from 7pm. Our pre-orders are only open for 3 days.

Q: You don't have my size, will you restock it?

A: Unfortunately we only make small amounts of sizes and styles in any colour we release, so we recommend if you love it and we have your size to grab it then or you may miss out as well sell out fast. Sometimes if we get a return we may get a size back, but that's very rare, but you can email us if you're not sure or want to be told if a return comes in.

We try and do regular colour ranges and these are offered as a pre order via our website so its best to keep an eye out on our social media pages for pre order dates. You can also subscribe to our email list on our website for more.

We highly recommend signing up to the wait list for the size you are interested in, or emailing us to see if a product will be restocked.

Q: My parcel hasn’t arrived yet. What do I do?

We find New Zealand Post to be very reliable, but occasionally a parcel may loose it’s way. It is best to contact New Zealand Post directly with your tracking number, which you can find in your order confirmation email. 
After a few conversations with New Zealand post they act on late parcels that haven’t been delivered after 2 weeks! Even though our postage and tracking is for 2-4 days delivery.
So the best advise is if it’s out for delivery but you still haven’t received it, you should get your parcel within 2 weeks. If after two weeks you haven’t got it and it’s still noted as out for delivery contact New Zealand Post and if you have no luck we can try and help you, send us an email at Hellounde@gmail.com.

Q: How do I care for my Unde underwear?

A: We recommend you wash your Unde underwear on cool wash, then line-dry it in the shade. This ensures the cotton lasts as long as possible and its fibres aren't damaged by heat. Better for your underwear, better for the planet!

Q: Can I exchange or return my underwear if it doesn't fit?

A: We are happy to provide you with store credit as long as the garment hasn't been worn, washed or altered, and you return it within 14 days of receiving it. 

Email us to let us know the details and we'll send you address details. Please note, shipping costs are not included in your store credit.

Q: How much is shipping? 

A: Shipping within New Zealand is a flat rate of $5. Australia is a flat rate of $20.

Q: How do I know if an item will be restocked?

A: If an item is on sale, or from a previous collection, it will not be restocked unless we receive a return! Email us if you're not sure or want to be told if a return comes in.
If an item is available for ‘pre-order’, it will definitely be restocked and you can order it for delivery in 4-6 weeks.
We highly recommend signing up to the wait list for the size you are interested in, or emailing us to see if a product will be restocked.
Q: Can I make changes to my order?
If you would like to change your order please get in touch as soon as possible after placing it. Our orders are shipped at 12 noon ( NZ time) on business days, so we have a short timeframe in which to change your order before it is shipped.
We currently only offer sales in New Zealand, however if you live overseas and would like to buy our underwear, please email us.
All international customers are responsible for customs and duties within their own country. Import duties and taxes are not included in the item price or shipping cost.
As customs policies vary widely, we recommend contacting your local customs office for further information. If you refuse to pay these charges, your parcel may be abandoned and Unde will not be held responsible for any loss of funds as a result.
Unde is legally required to declare the full value paid on shipments and will not mark international orders as a gift in order to bypass or reduce any customs fees.
Please note, if your parcel is returned to us because you declined to pay customs or import duties and taxes, we will not refund your original postal charge.

Q: Can you use Unde underwear as swimwear?

Our underwear has not been designed for swimming. While we are sure you could occasionally swim in it, this is at your own risk. We recommend you avoid chlorine pools or chemicals as these will destroy the fabric and always wash with fresh water after swimming.

The good news is we are currently working on an swim wear range the same style as our briefs and crop top, so keep an eye out for these!

Need help?

For any enquires we would love to hear from you! Email us.

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