At UNDERGROUND BY ISY, we want you to love your purchase. Please read our return policy carefully before purchasing to ensure you’re making the right choice for you.
RETURN ELIGIBILITY
To be eligible for a return:
• Items must be returned within 14 days of delivery.
• Items must be in their original condition — unworn, unwashed, with all tags attached.
• Returns must include all original packaging and accessories.
Return postage is at your cost unless the item is faulty or damaged.
If we provide a prepaid return label, the cost will be deducted from your refund when processed.
NO EXCHANGE
We do not offer exchanges.
Due to limited stock, we recommend placing a new order for your desired item and returning the original to avoid disappointment.
FAULTY OR DAMAGED ITEMS
If you receive an item that is faulty or damaged:
Contact our customer service team within 7 days of delivery with photos and your order details. We’ll assess the issue and provide instructions for returning the item.
Faulty returns may qualify for a full refund or store credit.
SALE & PROMOTIONAL ITEMS
Items purchased at a discounted price, including sale, promotional, or clearance pricing are not eligible for return, refund, or exchange unless faulty.
Please refer to our size guides carefully before purchasing.
If you need sizing assistance, our Customer Care team is happy to help before you place your order.
FIT & SIZING
Please refer to our size guides carefully before purchasing.
If you need help choosing the right size before purchasing, our Customer Care team is happy to assist.
Eligible returns are accepted in line with our return policy conditions outlined above.
REFUND PROCESSING
Once your return is received and inspected:
• Refunds are processed within 10 business days.
• Refunds are issued to the original payment method.
• You’ll receive a confirmation email once the refund has been processed.
NEED HELP?
If you have any questions about your return:
Email: connect@undergroundbyisy.com
Our team is here to help Monday–Friday, 9:00am–4:00pm (AEST).
Thank you for choosing UNDERGROUND BY ISY— we appreciate your support!
