RETURNS

At UMA Intimates, we work hard to bring delicate, sustainable and high quality handmade garments to you. Choosing the right size, fit and style of lingerie for your body is our priority; that’s why we provide our size guide to ensure you order the size that best fits your measurements. We understand however that on occasion a return or exchange may be needed.

We accept exchanges or returns of our products within 14 days of receiving your order. If you would like to make a return, please write to us at hola@umaintimates.eco. We will email you an exchange/return form, along with shipping instructions.

We are unable to accept the return of panties due to hygiene reasons.

As a small company, we do not currently have the ability to offer return shipping costs. It is therefore the customer’s responsibility to ship the item correctly. Please ensure the items are properly packaged.

We do everything we can to minimize the chance of you receiving a damaged or defective item. Each piece is hand-checked and lovingly packaged before being sent. However, if you believe there is a manufacturing defect or there has been a mistake in your order, please contact us imminently at hola@umaintimates.eco. We will be there to personally assist you and resolve the issue as quickly as possible.

UMA Intimates will refund the postage on your returned package under the following conditions (as long as it is returned within the 14-day period):

  • Manufacturing defects.
  • Changes in size. Bra exchanges are ONLY allowed if the garment is returned with unopened original packaging and labeling. For hygiene reasons, this type of change will NEVER be allowed in the different models of panties. Please make sure you choose the correct size from the size guide that we have prepared for you.
  • If we have made an error, and the size or model sent was not the one ordered by the customer.

In all other cases, the shipping and collection costs are paid by the customer, who assumes responsibility for any possible damage or loss of returned items.

We cannot accept returns 14 days after delivery of the product. Please note that we can only accept returns of items that are returned to us in perfect condition for subsequent sale. Returned items are no longer in perfect condition if the labels are removed or damaged, or the product is used, dirty, washed or otherwise altered. If the product is returned in less than perfect condition it will be returned to the buyer.

To proceed with the return of the product, contact us by email at hola@umaintimates.eco indicating your order number, the items you want to exchange or return and the reason for the return. Our studio will be available to assist you during local business hours Monday-Friday. We will respond to your request within 1-2 business days to confirm your return and provide you with shipping instructions.

Unidentified shipments, or those received without prior confirmation of return will be rejected.