Although UnderG offers free refunds for all orders, the original delivery cost will not be included in the refund. If you have shipped an order to a Delivery At Place (DAP) country / region, taxes and duties are non-refundable through UnderG. You can retrieve them by contacting the local customs office directly.
Do I need to have an account to place an order?
An email address is all you need to start the purchase process. We recommend that you create an UnderG account to add your favorite brands and items to your wishlist and to start shopping easily.
I forgot my password, what should I do?
Just follow the instructions on "Forgot your password?" on the login page and enter your email. You will receive a message with instructions.
How can I receive updates by email?
If you want to stay informed about new arrivals, current trends and exclusive promotions, enter your email address at the bottom of the homepage. By logging into your Account, you will be able to personalize our communication with you.
How do I complete an order?
Here's a simple guide to UnderG:
- Choose the category or designer from the drop-down menu. Alternatively, click Search to find a specific look or what you want.
- Select the size of the product you like and click on "Add to cart". Once you have chosen the items you like the most, proceed to checkout.
- Sign in or sign up if you haven't already. If you don't have an account, you can simply enter your email address.
- By entering your shipping address, payment method and shipping information, your order will be completed. Once your payment is confirmed, we will carefully prepare it and send it to where you indicated. We will do everything to keep you updated step by step!
Where can I find size advice?
Click on "Size Guide" to see the conversion table. In addition, we provide the measurements of the models who wear the products, look for the information on "Size & Fit".
Can I order over the phone?
Yes, our Customer Service team will be happy to help you complete your order by phone.
Why am I being asked for my tax code?
By virtue of a new legislative decree, it has become mandatory to enter your tax code for all orders placed on UnderG with shipping in Italy. If you want to know more, we invite you to read the Decree of the President of the Republic dated 10/26/1972 n. 633. In particular, the section dedicated to Art. 21, 2nd paragraph, letter e) and f) relating to the obligation of the Tax Code for billing purposes.
Why is the price so special?
On UnderG you will find unique products, customizations and jewels selected by a dedicated team. Please note. When you decide to select an item in your wishlist and in the cart, you are not entitled to a particular price.
In how many currencies can I buy?
The currency you use to pay depends on where you submit your order and will be shown at checkout before completing the payment. If the currency you choose is not available, your order will be in EUR.
When is the card charged?
If you pay by debit card or PayPal, payment is made when your order has been placed. If you pay by credit card, payment will be made at the time of shipment.
Is my personal data safe?
Will my size be available again?
If you want to receive a notification when a sold out item becomes available again, you can click on "Size not available?", select the size and enter your email address.
Can I pre-order an item to purchase it in the future?
Unfortunately not. To facilitate the purchase by everyone, it is not possible to book an item in advance. This means that if you save a product in your cart or wishlist, it is not reserved.
Are the items sold on UnderG authentic?
Our experts take care of each product, guaranteeing its authenticity. some products can be customized, personalized and modified. Authentic tags or serial numbers may sometimes be missing.
How is my order packaged?
Your order will be carefully packaged in a protective UnderG box to ensure it arrives in pristine condition.
Are the shoes resistant?
YES. Our products are resistant to water and atmospheric agents. We prepare the material for painting and use a professional clear coat to ensure that the shoes are worn even in the rain. However, scratches could damage the painting.
How do I clean my shoes?
Please clean your shoes with clean water only. Avoid scratches and rubbing on painted parts. You can use a protective spray to protect your shoes.
How much is the payment for the shipment?
Each UnderG order has shipping costs that vary based on size, weight and destination. This information will be displayed at checkout. We also offer a shipping rate for orders above a certain threshold, this means that you can buy multiple items, from different places, paying one.
When do I receive my item and how can I check the package in transit?
Once the order details have been confirmed, your item will be prepared with care and sent within 15-20 working days. Delivery normally takes 2-3 days after dispatch, depending on the location and method chosen.
We will keep you updated with email communications and tracking code so that we can track your package and an estimated delivery date. You can also track the status in your UnderG account under 'My orders'.
All applicable taxes and duties are not included in the final purchase price.
What is the Return Policy?
If your order is not what you expected, you can return it within 14 days from the date of shipment through a free service.
We suggest that you return it within 7 days to prevent your order from arriving within the 14 days allowed. If you want to change it, it must still be restored and you have to proceed with a new order.Simply go to 'My Orders and Returns' in your UnderG account to arrange a return or contact our Customer Service for assistance. For more information on returning an order, see our returns policy.
When will I receive my refund?
As soon as your item is received and accepted by our team, we will send you an email to confirm completion of the refund.
Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the payment provider's processing time. To ensure that your refund is as fast as possible, please make sure that all items meet the conditions of our return and refund policy.
Are transport and duties refunded?