Welcome to our Frequently Asked Questions page where we've compiled a list of the most commonly asked questions about our products/services. Whether you're a first-time customer or a regular, this page is designed to provide you with all the information you need to make informed decisions. From the basics to the nitty-gritty, we've got you covered. And if you still can't find what you're looking for, we're just a message away.
SHIPPING & DELIVERY
Free express shipping on orders over €150! If your order is less than €150, the delivery cost is €6.90.
Delivery time is 2-4 working days.
All orders are shipped with DHL Express (Climate Neutral) and supplied with a tracking number. This service helps you combat climate change by offsetting emissions from the transportation of your shipment.
Delivery time is 2-4 working days.
After your parcel has dispatched, you will receive a shipping confirmation email which includes tracking details.
All taxes and duties paid. There are no costs for you after placing your order. We guarantee it.
We encourage you to reach out to the shipping carrier responsible for delivery and quote your tracking number as they will have the most up to date information. If you still require assistance contact our Customer Care team.
The amount of carbon emissions produced during the transport of a Go Green shipment is calculated using a verified measurement process and translated into required "carbon credits". These credits are generated by recognized climate protection projects that reduce the amount of carbon dioxide in the atmosphere, such as a wind farm in China or a biomass power plant in India.
EXCHANGE & REFUNDS
WE WANT YOU TO ABSOLUTELY ADORE YOUR ONLINE PURCHASE FROM UNDERSEA. IF, FOR A REASON, YOU ARE UNSATISFIED, YOU MAY RETURN THE ITEMS WITH THE TERMS BELOW FOR THE PIECES YOU’VE PURCHASED.
- Items must be received in original condition - unworn, unwashed, in the original UNDERSEA branded packaging.
- Items can be returned within 30 days of delivery for an exchange, gift card or refund.
- For hygienic reasons, all swimwear returns must have their hygiene seal intact.
- We process all returns within 4 business days of receiving your items. We will send you an email with the details of your processed return.
- Please email firstname.lastname@example.org if you believe your product is damaged or faulty. We will treat this with the highest of priority.
- The original postage cost is non-refundable when a return is made. In the event your order was applicable for free shipping and you return part of your order resulting in the remaining order falling under the free shipping boundary, we reserve the right to subtract shipping from your reimbursement.
- If the item you are exchanging for becomes out of stock while your return is in transit, you will automatically be given a store credit.
- The goods are customer’s responsibility until they have reached our warehouse.
- Store credit is issued via Gift Card and can be used to make a future purchase, valid for 3 years from date of issue.
- Gift Cards cannot be refunded.
- Items purchased in the last 30 days.
- Items in new condition.
- Item must be undamaged, unworn, unwashed and in original UNDERSEA branded packaging.
Please download and fill out our Return Form, then print it out.
Place your item(s) back into their original packaging, along with the return form.
Head to your local post shop to ship your return items back.
Please use the below mailing address: UNDERSEA, Hungary, 2030 ERD, 96 Favago street.
Once we receive your returned items, please allow 1-4 business days for your return to be processed and store credit/refund to be issued. If we have accepted your return you will receive an email issuing the store credit equal to the value of the product being returned.
We are confident you’ll love your pieces however if there are any issues with quality or a fault we will resolve this quickly. Please contact our Customer Care team.