Refund policy
At Udorra, we believe that luxury is personal. Every garment is crafted with exceptional care and delivered with the quiet assurance of true quality. We want you to love your purchase, but if a size adjustment is needed, we are here to make it seamless.
RETURNS
Eligibility for Return
- Return requests must be submitted within 3 calendar days of receiving your order.
- The item must be:
- Unused, unwashed, and unworn
- Complete with all original tags, dust bags, and packaging
- In a resalable condition
How to Initiate a Return
- Email our Client Care team at contact@udorra.com with your order number and the reason for return. We will respond within 24 hours.
Credit Note Issuance
- Once your return is received and passes our quality inspection, we will issue a credit note equal to the full purchase price of the returned item (shipping fees are non‑refundable).
- The credit note will be sent to your registered email or WhatsApp and is valid for 30 days from the date of issue. It can be used on any future purchase from Udorra.
Non‑returnable Items
- Custom‑made or altered garments
- Sale items or products marked as final sale
- Accessories (unless damaged or defective)
- Garments with stains, odours, or removed tags
- Swimwear and lingerie (for hygiene reasons)
Damaged or Defective Items
If your item arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery. We will replace the item or offer a size exchange, subject to availability. For defective items, we will cover the return shipping cost.
EXCHANGES
Eligibility for Size Exchange
- Size exchanges are accepted within 3 days of the delivery date.
- The item must be unworn, unwashed, and in original condition with all tags still attached.
- The item must be returned in its original packaging.
Exchange Process
- To request an exchange, email contact@udorra.com with your order number and the desired size.
- If the requested size is available, we will process the exchange and ship the replacement piece.
- If the required size is unavailable, we will issue a credit voucher for the original purchase price (excluding shipping fees). The voucher is valid for 30 days from the date of issuance.
Non‑exchangeable Items
- Swimwear and lingerie (hygiene)
- Sale items or items purchased with discounts
- Custom‑made or personalised products
- Accessories (unless defective)
Return Shipping Costs
- Customers are responsible for shipping costs associated with size exchanges.
- International customers are responsible for return shipping fees when exchanging for a different size.
- We cover return shipping only for damaged or defective items.
REFUNDS
Please note: Udorra does not offer monetary refunds. All eligible returns are settled via credit notes or exchanges as described above. This policy preserves the exclusivity and integrity of every piece we create.
ADDITIONAL INFORMATION
Return Address
The return address will be provided to you upon return approval. Please wait for our team to share the correct shipping location with your return authorisation.
Processing Time
Returns are inspected within 7–15 business days of receipt. Credit notes and exchange confirmations are sent shortly after approval.
Quality Commitment
Every Udorra garment is meticulously inspected before dispatch. If you receive an item that does not meet our standards, we prioritise your satisfaction with a swift resolution.
Client Care
Our team is available Sunday–Thursday, 9:00 AM – 8:00 PM (IST).
Email: contact@udorra.com
For any questions about your return or exchange, please reach out — we are here to help.
Thank you for choosing Udorra. We are dedicated to providing you with the finest luxury fashion and exceptional service.
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