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FAQ

FAQ

Member queries

Shopping queries

Order processing & Shipping

Returns

  • Member queries

    • How do I receive special offers from www.buyundercover.com?

      Sign Up for Email to be the first to hear about special offers, new products, sales & specials, events and more. Back to Menu
    • Why am I not able to log in to my account?

      If you have not logged in to your account in the past 12 months, it will no longer be active and you will need to create a new account. Also remember that usernames, email addresses and passwords are case sensitive. If you need your password sent to you, our Password Reminder will send it to the email address you used when you registered. Back to Menu
    • How can I unsubscribe from receiving Under Cover emails?

      You may unsubscribe from our emails by updating your preference under My Account. We appreciate your patience as it may take a short period of time before your email address will be removed from our file. Please note that you will still be asked to provide your email address when ordering online so that we may contact you with information about your order. Back to Menu
    • How can I stop receiving mobile text messages from Under Cover?

      You may unsubscribe from our mobile alerts by updating your preference under My Account. Back to Menu
    • What are the browser recommendations for shopping at www.buyundercover.com?

      For optimal performance, we recommend using the latest version of any popular web browser. Please be sure that JavaScript and Cookies are enabled; both are required to complete online transactions. In addition, we recommend that you set your monitor to a resolution of 1024x768 or higher to best view the entire site. Back to Menu
    • How can I search for products quickly at www.buyundercover.com?

      You can quickly find exactly what you're looking for by entering a description in the Keyword Search box at the top of every page. Back to Menu

    Shopping queries

    • What's the best way to shop at www.buyundercover.com?

      At the top of each page, you'll find different categories like "Babydolls", "Bridals" and "Bikinis". If you click on a category, you'll find that it's further divided into different sections down the left-hand side of the page. Each section contains a series of products that might interest you. To find a product quickly, just type a keyword into the search box at the upper right hand corner of every page. Back to Menu
    • How can I search for products quickly at www.buyundercover.com?

      You can quickly find exactly what you're looking for by using the help me choose option on the home page. Back to Menu
    • Where can I find sizing information?

      Size charts are located in the Customer Service Section. Links to specific size charts are also provided on the applicable product pages throughout www.buyundercover.com. Back to Menu
    • I received an Egift Card in an email. What is it? How can I use it?

      Egift Cards can be redeemed towards any online purchase. To activate your Egift Card, you must be registered and signed in to Your Account at Www.buyundercover.com. After you're signed in, just click on the link that appears in your Egift Card email. If you can't click on the link, cut and paste the link into your browser. You may also enter the email address to which the Egift Card was delivered and the Egift Card number on the Egift Card activation page in Your Account. When activating your Egift Card, make sure your email address matches the address to which you Egift Card was delivered (it does not have to match the email address in Your Account). Click on Apply in the Egift Payment section at Checkout and the entire balance will be applied to your order. Please note that Egift Cards cannot be redeemed when using Express Checkout. If your order total is more than the balance on your Egift Card, we'll ask you to apply the remaining balance on another form of payment. Your final Egift Card balance will be visible at Checkout or you can check your balance anytime just by signing in to Your Account. Egift Cards are not applicable towards phone or store purchases. Back to Menu
    • Can I use my Egift Card at a Store?

      Under Cover Egift Cards may only be used online at www.buyundercover.com. Back to Menu
    • How can I place an order from a catalogue at www.buyundercover.com?

      To order items from one of our catalogues online, click on the Catalogue Quick Order link at the bottom of any page of our web site. You will be taken to a page where you may enter the item numbers as they appear in the printed catalogue. You may also enter an item number into the Search field at the top of every page. Back to Menu
    • What forms of payment do you accept online?

      We accept the following credit cards at www.buyundercover.com:
      • Under Cover Discount Code
      • Under Cover EGift card
      • MasterCard
      • VISA
      • Net Banking with most of the Major Banks in India Back to Menu
    • How can I use an Offer Code online?

      To redeem special offers, customers must select the offer code box on the shopping cart page and then enter the offer code(s) at checkout. After entering offer code(s), offer adjustments will be made to eligible orders at checkout. Offers may require purchase from a specific catalogue or collection, and do not apply to Gift Cards, Egift cards, gift wrap, shipping or taxes. Offers are valid while supplies last. Please see specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification. Back to Menu
    • How do I calculate the shipping and handling for my order?

      Shipping and handling charges are determined by the merchandise value amount of your order before any special offer deductions or sales tax calculation. Our shipping charges will be displayed on the summary page of your order. You can also view our shipping charges on the shipping charges section. Back to Menu

    Order processing & Shipping

    • How can I check the status of my order?

      To check the status of your order, please check your order status in My Account or on the Check Order Status link at the bottom of any page on our web site. You can also call our Customer Care Center anytime at (91) 9029333123. Back to Menu
    • How can I find out where my package is?

      Once your order has been billed you will receive a shipment confirmation email that confirms your order has been shipped from our Distribution Center. To check the status of your order, please check the Order Status link at the bottom of any page on our web site. You can also call our Customer Care Center anytime at (91) 9029333123. Back to Menu
    • My order has shipped but I still can't track it. How can I find out where it is?

      Depending on the carrier, tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you're still unable to track your order, please check your order status under my account. Back to Menu
    • When checking on the status of my order I received an "In Process" message. What does that mean?

      "In Process" means that your order is in the early stages of fulfillment. Changes to your order cannot be made during this time. If you have questions, please call us at (91) 9029333123. Back to Menu
    • What does "You may receive several shipments to complete the fulfillment of your order." mean in reference to my order?

      If you ordered several items to be delivered to the same address, we will make every effort to send available items together. If we are unable to fulfill your order in one shipment, we may send them to you in separate packages to complete the fulfillment of your order. We will also send you an email informing you of the status of your order. Back to Menu
    • Why am I paying tax on shipping and handling?

      State tax regulations require that we collect sales tax on shipping and handling where applicable. All sales taxes that are collected are paid to the state where the tax is collected and merchandise has been shipped. Back to Menu
    • How is Central Sales Tax / Sales Tax / Value Added Tax be determined?

      The tax rate and collection of taxes are determined by the location where the merchandise is being shipped. Back to Menu
    • How do I change or cancel my order?

      If you would like to make a change your order, please call us at (91) 9029333123 as soon as possible. Unfortunately, if your order has already been processed for shipment we will be unable to make any changes. Back to Menu

    Returns

    • What is your Returns Policy?

      Please refer to our Delivery & returns page for details on our exchange or return policy. Back to Menu
    • How do I make a return or exchange?

      If for whatever reason you are not entirely delighted we will be happy to offer an exchange in accordance with our Returns Policy. Unfortunately, our policy does not permit us to provide a refund, however we would be happy to provide you store credit for the value of your order. Back to Menu
    • If for whatever reason you are not entirely delighted we will be happy to offer an exchange or refund in accordance with our Returns Policy, which is as follows:

      • Orders must be returned to the return address below:
        Under Cover - Returns
        702, Nav Bahar,
        15th Road, Khar,
        Mumbai 400052
      • Returns must be sent back to us within 5 days of receiving your order
      • Please ensure that lingerie are tried on over your own lingerie - we will not accept returns on lingerie that has been worn or is returned in a soiled condition
      • We cannot accept return for any panties, accessories and stockings once tried on by someone. To return panties, accessories or stockings, the product should be in its original packing the seal should not be broken.
      • All items must be returned in their original condition and packaging, with all labels attached
      • We do not give refunds on gift voucher purchases
      • We cannot be held responsible for returned orders lost in transit. We recommend that you send your return back to us by registered post and retain proof of posting. We reserve the right not to issue a refund or exchange if you do not follow this policy
      • Please note that we only offer size exchanges. Where available, replacement items will be dispatched within seven working days. If your chosen substitute size is not in stock, we will contact you to confirm a refund. For alternative items, please place a new order on our website
      • Items on sale, special promotions or products/orders otherwise discounted will not be eligible for returns or exchanges. No refunds can be made for any goods on sale, promotion or items otherwise discounted
      • Customer is responsible for the cost of return shipping. Cost to re-ship the goods back to you would be Rs. 150
      • All returns must be pre-authorized by Under Cover customer service. Please email us at care@buyundercover.com to get your exchange code
      • Refunds and exchanges are made approximately two weeks after receipt of items to allow for inspection. Back to Menu