Refund policy

Returns

Changed your mind? You have 14 days from receiving your order to cancel it, no reason needed.

How to return

1. Go to our returns portal: https://app.e-fulfilmentshop.nl/returns/new
2. Enter your order details and follow the steps to create your return.
3. Pack the item securely and send it to us within 14 days of creating your return.

You’ll receive an email confirming your return request.

Return address
E-fulfilment Shop (for Understory)
Schillingstraat 7
2988 CT Ridderkerk
The Netherlands

What can be returned
For hygiene and health reasons, we can only accept products that are unopened, with the seal intact. Once the seal has been broken, the product can’t be returned, unless it arrived damaged or faulty (see below).

Return costs
Return shipping is at your own expense. If you use the DPD return label from our returns portal, the cost of the label will be deducted from your refund.

Refunds
We refund the purchase price and the original standard shipping costs within 14 days of receiving your return request. We may hold the refund until the product is back with us, or until you’ve sent proof that you returned it, whichever comes first. We refund using the same payment method you used for your order, at no extra cost to you. If you chose a delivery method more expensive than our standard shipping, we only refund the cost of standard shipping.

Damaged, faulty or wrong item?
That’s on us. Email hello@under-story.eu within 7 days of delivery with your order number and a photo of the product and packaging. We’ll send you a replacement or give you a full refund, at no cost and with no need to send anything back.

Questions?
Email hello@under-story.eu. We usually reply within 1–2 working days.