Return Policy
As a valued customer, we want you to know that we care and we vow to ensure you have a great retail experience with us. Please make sure that you have carefully reviewed your order prior to finalising your purchase. We offer exchanges, refunds on all items within 14 days of receipt or store credit after 14 days, which is valid for 6 months for use online.

If you discover a fault with the item(s) you have received, please contact us straight away and our customer services representatives will try to resolve the issue for you as soon as possible. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer..  

For any returns please print and fill out the returns form HEREAll items returned should be accompanied with a completed returns form. Unidentified parcels may be returned to the customer.  

Exchange/Refund Policy 

Should you wish to exchange your item(s) for any reason, please refer to the table below as a guideline and contact us within 14 days from receiving your order explaining the reason for your exchange request. Exchanges will be processed upon receipt of the regarding item(s). Acknowledgment of receipt will be sent electronically following the evaluation process, stating the outcome and whether the item is eligible for exchange, refund or store credit.

1. Exchange Conditions

Please refer to the following criteria as a guideline only to our exchange/refund policy:


  • Exchanges/Refunds accepted within 14 days of receipt
  • Store credit will be issued after 14 days.
  • Items must not be damaged, worn, washed.
  • Items must be in new/original condition with all tags and packaging intact.
  • Evaluation process may take up to 14 days from receipt.
  • Upon dispute, the exchange decisions by Underated will be final.


  • Items must be in an unworn, resellable condition with all original tags and packaging intact.

Headwear & Footwear

  • No returns or exchanges due to hygiene reasons.
Please note items remain the responsibility of the customer until it is received by Underated. Therefore it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package. Once we receive your package, we will evaluate the products before proceeding with exchanging your order or issuing store credits. Underated reserves the right to replace the faulty item with one of the same style, size and colour.


2. Store Credit

Underated store credit will be given when an exchange is unavailable and when an item is returned after 14 days of receipt. Store credits are valid for a period of 6 months from the initial date of issue.


3. Return Address

Underated Returns
Burford Road Business Centre
11 Burford Road
London, E15 2ST
United Kingdom

Contact No: +44 208 935 5777

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