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All orders are processed within one (1) to three (3) business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
We ship all orders via UPS ground. Orders may take up to five (5) days to arrive once shipped. You can check UPS ground shipping times here.
If you haven’t received your order within seven (7) days of receiving your shipping confirmation email, please contact us at [email protected] with your name and order number, and we will look into it for you.
You can skip the shipping fees with free in-store pickup at our flagship location at 9414 Norton Commons Blvd., Suite 101, Prospect, KY 40059. After placing your order and selecting in-store pickup at checkout, your order will be prepared and ready for pick up within one (1) to three (3) business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 10:00 am - 6:00 pm on Tuesdays - Fridays and 9:00 am - 4:00 pm on Saturdays. Please have your order confirmation email with you when you come.
Refunds, returns, and exchanges
It’s so important to love your lingerie, and under most circumstances, Underpinnings happily accepts returns. You can bring back unworn items with all tags attached within fourteen days of your purchase for in-store returns, provided you have the original receipt, for store credit only.
Online purchases must be postmarked within fourteen (14) days of receiving the item Underpinnings does not cover the cost of return shipping.
We do not accept returns on any item with a crotch (pajama pants, underwear, bodysuits, teddies, etc.); this is for hygiene reasons. Discounted items are final sale.
In the event that your order arrives damaged in any way, please email us as soon as possible at [email protected] with your order number and a photo of the item’s condition. We address these on a case-by-case basis and will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at [email protected].
Underpinnings does not currently offer international shipping. UPS ground services are limited to the 50 states and Puerto Rico. If you have any questions or would like to discuss international options, please email [email protected]