Frequently asked questions
Can I cancel my order?
Yes, please contact us as soon as possible. If the order has not shipped, we can cancel it. If it has already been dispatched, please accept the parcel and return it afterward.
Which payment methods do you accept?
We currently accept card payments only, processed securely through our online payment partner.
Can I modify an order after placing it?
Contact us as soon as possible via the contact form or by email at xxxxx. If production or shipping has not yet started, we will do our best to help.
Which size should I choose?
Please refer to our size guide for detailed measurements. If you need personalised help, please feel free to contact us.
How long do I have to return a product?
You may return or exchange an item within 14 calendar days of delivery.
Where are UNDGNS products made?
Every UNDGNS piece is designed and produced in our atelier in Bucharest using the finest materials.
How can I track my order?
After placing your order, you will receive a confirmation email. Once your parcel is shipped, you will receive an email with your AWB/tracking number. Please keep in mind timelines can slightly differ for made to order and pre-order items.
How should I care for my UNDGNS garments?
Our pieces are crafted from high-quality materials. For best results and to ensure ongoing integrity of your beloved piece, we recommend dry cleaning.
What is defined as made to order?
For some of our pieces, we will not be holding stock readily available so we will make to order when a customer buys that certain piece. These items are not personalised so can be returned or exchanged if needed.
What should I do if I receive a damaged, incorrect, or faulty item?
If you received a damaged, incorrect, or faulty item, please get in touch with us immediately via the contact form or email us at xxxxx, sending us the problem and pictures. We will aim to solve that for you as soon as possible; all return costs will be supported by UNDGNS.
Will sold-out items be restocked?
Once a product has been marked as sold-out, we will sadly not be restocking.
How can I contact customer service?
You can contact us via the contact form or via email at xxxxx. We aim to get back to you within 24 hrs, Monday to Saturday.
What are your delivery timelines?
We work with DPD to deliver your items and aim to dispatch within 24hours from receiving the order. Please expect to receive your order within 1-3 days from the dispatch date. We are not responsible for delays caused by courier services or external events outside our control.