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Return and Exchange Policy

Thank you for your UTIERRE purchase.

All orders are processed within 2-4 business days. Orders are not shipped or delivered on weekends or holidays. Please keep this in mind when selecting your shipping method.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone

UTIERRE accepts returns/exchanges made within 10 days from the date of delivery. If 10 days have passed, unfortunately we are unable to refund or exchange your order. All refunds and exchanges are subject to a 20% of the original item price restocking fee, shipping and handling charges are also non-refundable.

REFUNDS are issued for FULLY-PRICED merchandise returned in original, unworn, unused, unwashed condition and must be in its original packaging. Refunds will be made in the form of the original payment, minus the shipping fee, and restocking fee of 20% of the item's original price. 

EXCHANGES are offered on full-priced items. If the exchange style selected is of greater value than the original item purchased, you will be responsible for paying the difference and for any additional shipping and handling charges. Once your exchange is approved, we will email you a payable invoice directly to the originators email directly from www.utierre.com. This email will include a payable invoice with the updated exchange and changes to the original order. 

DEFECTIVE OR DAMAGED GOODS: If the item you purchased is defective or damaged, please contact us immediately after receiving your items. If the item is defective or damaged prior to you receiving it, we will take responsibility for shipping costs to return and exchange the item for a non defective or damaged item, otherwise you will be responsible for paying your own shipping costs.

GIFTS: If you received an item as a gift and received directly to you, you are eligible to receive a gift card for the value of your return. Once the return has been approved, a gift card will be automatically emailed to the email listed in the original order. If the item was given to you by the original payee, we will refund the gift giver, who is responsible for the exchange and return process.  

Please include the style number and size of the product you would like in exchange for the item originally purchased below. Please note, promotional discounts are valid on exchange items for 5 days from the time the customer receives the merchandise. If an item is sent for exchange past the 5 day mark, the new item will be calculated at its full price. 

 

The following items are non-returnable under any circumstances:

 

Gift cards

Intimate/Sanitary goods: Underwear, panties, boxers, briefs, socks, and bodysuits. 

Swimwear

Hair accessories and hats

Accessories: Jewelry, earrings, ear cuffs, and all body accessories. 

Sale items, discounted items, and items that are marked down for whichever reasons.

Final sale marked items

Customized items

All items listed above and all CLEARANCE ITEMS are FINAL SALE and are NOT ELIGIBLE for RETURNS or EXCHANGE.

Customers are responsible for shipping costs of returns/exchanges. We recommend using a carrier that provides a tracking number. UTIERRE is not responsible for packages lost or damaged during shipments to customer destinations or returns. 

LOST / STOLEN PACKAGES 

If your order says "DELIVERED", but you did not receive your package, please notify us after 24 hours and within 7 days and contact your local post office to see if your shipment is being held. Most of the time, the carrier has marked your item as delivered a little too early, in most cases it ends up being delivered within 24 hours. If you consider your package lost or stolen, please email us right away. We can provide you with all the information we have to help you locate your package, including; tracking number, ship date, and last known location. You can also locate all of this information on our website here: TRACK YOUR PACKAGE

UTIERRE will NOT contact any parcel service on your behalf. When the package leaves our facility the customer assumes all responsibility for the package.

UTIERRE is NOT responsible for the refund or reship of any packages due to the following circumstances:

  • Held or returned shipments due to incorrect address or undeliverable.
  • Shipments lost at any point in the parcel process.
  • Shipments stolen at any point in the parcel process.

If you are concerned with receiving your order to your address due to lost or stolen shipments in the past, we do ship to PO boxes or we recommend that you ship your order to a secure mailbox.

INTERNATIONAL SHIPMENTS

We offer International shipping via DHL and UPS Worldwide. Customs fees or duties are not included in the final sales price and are the sole responsibility of the customer at delivery.

International Customers are responsible for all additional shipping costs for exchanges, as well as any taxes and/or duties related to the original shipping, or return/exchange. We primarily recommend choosing DHL, Global Express Priority, or Priority Mail Express International shipping options. If these services are not used, we cannot track the package once the package leaves the United States or if it is being returned from a different country back to the United States. If a package is stuck in customs, it is the customers responsibility to verify the information to retrieve the package. We will not claim a package as a "Lost Package" if it is in Transit and or in customs. If this is the case, the item will not be eligible for a refund or exchange. It is out of our control once the package has left the United States. 

*All International carriers must be contacted by the customer to receive any information regarding their package if it is no longer in the United States.

All applicable promotions, discounts, offers (as part of qualifying purchase), and coupons granted at the time of purchase will be prorated and applied to the amount of refund or credit.

 WE RESERVE THE RIGHT TO REFUSE RETURNS/EXCHANGES OF ANY MERCHANDISE THAT DOES NOT MEET THE ABOVE REQUIREMENTS.

 

Please send returns and exchanges to:

 

UTIERRE

443 S SAN PEDRO ST. UNIT 505,

LOS ANGELES, CA., 90013

 

Please complete the information below and email to info@utierre.com:

 

Customer Name:  _____________________________________ Order #: _____________

 

REFUND: Please list items being returned for a refund. Only FULL-PRICED items are eligible. 

Style#: ____________Size___   

 

EXCHANGES: Please list items you would like to exchange for 

Style#: ____________Size___  

 

 

REASON FOR RETURN: _________________________________________________________

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you with either an approval or rejection of your return or exchange. If you are approved, the refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within a certain amount of days. If you have not received your refund within the first 6 business days, first check with your financial institution.