FAQs
What is your Return and Exchanges Policy?
Your happiness is our goal. If you’re not happy with your purchase, we’ll work to make it right, and do what it takes for you to be satisfied.
Here are our 3 principles of guaranteed happiness:
• Quality: If you are not completely satisfied with the quality of any product that you ordered, you may return the product and request a refund within 30 days of delivery.
• Communication: You'll hear back from us within 24 hours, Monday through Friday, during business hours.
• Speed: We know you have places to go, and we’ll ship our orders as soon as possible!
We accept returns and exchanges within 30 days of purchase only for full price, unworn and unwashed products with original tags attached.
The customer is responsible for paying return shipping fees.
Refunds are issued to the original form of payment within 1-3 days from the date your return shipment is received at our location.
*Items purchased at a sale price are final sale and may not be returned or exchanged.
Pre-order items
The return window for these items is 30 days from the shipment date NOT the purchase date.
How do I start a return?
To start your return process please follow these steps:
(1) Click on the Chat on the bottom right of the screen, click on 'Returns & Exchanges', select 'Start a return', then follow the instructions. You can also Email us to start your return.
(2) Upon receiving your request, we will send you return instructions as well as refund options.
(3) Once your request is approved, you will get a confirmation email with shipping information. Please note that you will be responsible for covering shipping fees.
What do I do if my order arrives damaged or I received the incorrect item?
If items in your order arrived damaged or you received the incorrect order, have no fear! Follow the steps below and we will fix this ASAP!
(1) Click on the Chat button on the bottom right side of the screen, click on 'Returns & Exchanges', select 'Wrong/faulty item(s)', then follow the instructions. You can also Email us to start your return.
(2) Upon receiving your request, we will send instructions on how to proceed.
(3) Once your request is approved, you will get a confirmation email with shipping information. No worries, shipping is on us!
Can the items be exchanged?
Yes, full price items only can be exchanged within 30 days of purchase. Follow the steps below.
(1) Click on the Chat button on the bottom right side of the screen, click on 'Returns & Exchanges', select 'Start an exchange', then follow the instructions. You can also Email us to start the exchange.
(2) Upon receiving your request, we will send instructions on how to proceed.
(3) We will inform you if we have the item(s) in stock, and place it on hold for you!
We will re-ship the item(s) at no extra charge.
What items are non-refundable?
Items that have been purchased at a sale price are final sale.
What are the refund options and when can I expect my refund?
Refunds can be processed to your original payment method or issued as store credit.
Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request.
If approved, the refund request that you selected will be issued within 1 - 3 working days after approval.
How do I return or exchange a gift?
For returning or exchanging a gift, please email us here the order number and the return or exchange request details. We will then inform you the amount you have to exchange for. We can not process any refunds for gifts, unless refunding the original purchaser.
Can I edit or cancel my order?
Because our orders ship very quickly, we’re unable to edit or cancel orders after the checkout is completed. If you’d like to return or exchange your item, email us to start your return or exchange.
What does it mean if an item is marked 'Pre-order'?
Pre-order means that you’re able to secure some exclusive or bestselling items before they’re in stock. Please note that because a pre-order is an advance purchase, payment will be processed at checkout.
We usually ship these items within 1-2 days from the ship date listed on the product page. We’ll send you a shipping confirmation email once the item leaves our warehouse.
If your order contains in-stock items, we’ll ship them within our regular shipping time.
The return window for pre-order items is 30 days from the shipment date NOT the purchase date.
What are your shipping methods and how long do they take?
Currently we offer Standard Shipping (3-5 business days). Please see below for total shipping time within the continental U.S.
*We do not ship to P.O. Boxes
What are your shipping costs?
Shipping and handling will be added to every order. Check below for our rates.
$0 – 74.99 = $6.99
$75.00+ = FREE!
How can I track my order?
Orders generally take 2-3 business days to process before they’re shipped. You will receive a shipping confirmation email with the tracking number once your order has shipped.
Do you ship internationally?
Currently, we only ship within the US, Canada, and the United Kingdom.
Please note, that all international orders are final sale, as we currently do not offer international returns.
How do I buy a gift card?
You can buy an e-gift card here. They are available for $25, $50, $100, $150 and $200 value.
I ordered something and now it’s on sale. Do you offer price adjustments?
Unfortunately, we’re unable to offer price adjustments.
What happens if my order tracking says delivered but I haven’t received it?
Occasionally a carrier will mark your package as delivered before it’s been physically dropped off. We recommend that you check all your doors, garage, mailbox, or any other place where the package may be hiding.
Typically a package turns up within 3 days, if you still haven’t received it after 3 days contact your carrier for more information.
We recommend following the wash care instructions written on the side seam tag of each garment. As a rule of thumb, you will want to wash on cold with like colors and hang dry, or if needed tumble dry in a low heat setting.
Where are the items designed and manufactured?
All of our items are proudly designed in Austin TX, manufactured in Asia and some are screen printed in the US.
My size is sold out, will it be restocked?
Maybe! Most of our items are restocked year-round, within a few weeks, so keep checking back. However, some items are limited runs only and will not be restocked.
Do you have any fit and sizing resources?
Yes, we do! On every product page, you will see 'Size & Fit', which is located below 'Description'. There you will find the fit of each garment.
You can also take a look at our Size Chart here for more general sizing information. Measurements may vary depending on style.
If you need help finding your sizing, no worries! We understand that buying clothes online is not an easy task. Our team will be more than happy to assist you with sizing, fit and/or product questions. You can contact us here!
Do you offer extended sizes?
UG Apparel
We are glad you asked! Because women come in all shapes and sizes, our sizing ranges from S to 3X, and the fit of each garment is carefully designed to flatter the unique bodies of EVERY woman.
We have used our customer’s feedback through the last 10 years to custom make our size charts, you can find the charts here.
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Currently, our sizes range from S to XL. However, our sister brand UG Apparel offers extended sizes up to 3X! Go and check their carefully crafted and super cozy product assortment!
What payment methods do you accept?
We accept payments from all major credit cards and debit cards. We also accept payments via Paypal, Apple Pay, Shop Pay, and our e-gift cards.
Where do I enter my promo code?
At checkout right after you enter the shipping information under the “Discount”. Once you hit the arrow it will automatically apply to your purchase if the code is valid and hasn’t expired.
Can I combine promo codes?
Our system only accepts one promo code per purchase. Also, please note that promo codes do not apply to sales items unless stated otherwise.
Do you sell wholesale?
Yes! All of our items can be bought at wholesale, either as blanks or decorated. We offer screenprinting and embroidery custom art decoration.
Please visit our Wholesale Center for more information and if you think we are a good fit, submit your application!
Do you have a student ambassador program?
We are currently developing our first student ambassador program! If you’re interested, stay tuned and subscribe to our newsletter to be the first to know when it launches!