RETURN, EXCHANGE & CANCELLATION POLICY
We want you to get a perfect style and fit and we gladly accept returns for all clothing items for an online store credit only within 14 days from delivery.
At UnmatchedBYU, we want you to feel and look amazing, that's why we recommend contacting our customer care team for assistance before making a purchase if you are unsure of your size, displayed color, delivery time, or any other details.
RETURN CONDITIONS:
- Please do not send back any items without first creating a return request in our Returns Center.
- 360 Security and price tags must be attached to all items to be eligible for a return. Items missing any tags can not be returned.
- Items must be in new, unworn condition with all original tags attached. Items that are missing tags or that have been worn, damaged, or altered in any way are considered final sale and may not be returned or exchanged.
- Discounted/Sale priced items are final sale and may not be returned or exchanged.
- Please note that if you do not use our prepaid return label, Unmatched is not responsible for packages that are stolen, lost, or damaged during transit.
*We issue store credit within 1-2 business days for returned items upon arriving back at our warehouse in the form of an e-gift card that does not expire.
Exclusions: Without exception, we will not offer returns or exchanges for garments that come back with missing security tags, hanging tags, alterations, snags, rips, makeup, deodorant marks, tears, pet hair, odors, stains, or any other type of damage or signs of wear.
*We offer Free shipping over $100 from our facilities to the customer for new orders and on first exchange only. If a customer exchanges the same order more than once, they will be responsible for shipping fees on subsequent exchanges from our facility to them and a 15$ flat rate will be deducted from their store credit in addition to return shipping cost if a prepaid return label is requested on subsequent exchanges.
If you would like to exchange, please return the item/s through our returns center within 14 days from delivery date. We will then email you the store credit in the form of an e-gift card once your return is processed which you can use to place a new order with the desired item/s.
The customer is responsible for return shipping. If you choose the option to send you a prepaid return shipping label, the shipping label cost will be deducted from the final store credit amount.
*Without exception, we will not offer exchanges for garments that come back with makeup, deodorant marks, missing tags, alterations, snags, rips, tears, pet hair, odors, stains, or any other type of damage or signs of wear.
Please note that if you place a new order BEFORE you receive your store credit, we will not be able to retrospectively issue you a refund for your original order and will only be issued store credit. If you would like to opt in for a “speedy exchanges” please contact our customer care team for more information.
SPEEDY EXCHANGES:
In order to check if your item is eligible for or to initiate a “Speedy Exchange” process, please contact our customer care team here.
When to use speedy exchange? speedy exchanges are great way when you wish to receive an exchange item/s faster without having to wait for your store credit to be issued to place a new order and avoid the risk that the desired item may run out of stock by the time your receive your store credit.
Orders exchanged using the “Speedy Exchanges” option are subject to a 7% processing fee from the original order total.
Please note that not all items are eligible for speedy exchanges and you MUST contact our customer care team first to check for eligibility.
*Speedy exchange is only available for orders that are still within the return window of 14 days from delivery date and that are eligible for a return according to our return policy.
Customers are responsible for return shipping. If you choose the option to send you a prepaid return shipping label, the shipping label cost will be deducted from the refund amount.
Customers are responsible for return shipping fees for all orders. If you choose the option to send you a prepaid return label, the label cost will be deducted from the final amount. Note that we work with the major couriers to offer you discounted rates for prepaid labels but you are always free to ship with any courier of your choice.
We stand behind our quality and perform thorough quality control inspection for all our items.
In the rare event there is a manufacturing defect or other problem, please contact us via live chat or email at info@unmatchedbyu.com within 48 hours of the delivery of your dress to inform us of the issue. If we are not notified within 48 hours of receiving the item, the item cannot qualify for a return. You must include clear photos or videos of the damage/defect with your email for us to address your concern.
In the event due to human error, a wrong size, color or style is shipped to you, first, we are so sorry this happened! We will replace your item with the correct one "if available". For assistance please contact us via live chat or at info@unmatchedbyu.com.
*Glitter shedding is not considered a defect.
All canceled orders are subject to a 2.6% + 30 cents processing fee from the total amount (orders paid with American Express cards are subject to a 3.6%+ 30 cents cancellation fee).
In Stock Item: Please make sure to email us at info@unmatchedbyu.com immediately when you wish to cancel your order. Orders for in-stock items that have already been processed and shipped out cannot be canceled, however, you may still return your order once you receive your package via our returns center.
Backorder and Made-to-Order Items: these items can only be canceled within one hour of placing an order. After one hour, our team will request your item from the production team, once requested, it will no longer be possible to cancel the order.
All made to order dresses are final sale and cannot be returned or exchanged since they especially crafted for you.
Made to order items can be cancelled within 8 hours only. After 8 hours we automatically send out a production request to make your special order and it cannot be cancelled at this point.
If you have any questions regarding our made to order dresses please contact us at info@unmatchedbyu.com or via our live chat.
Unmatched BYU is not held liable for any unforeseen delays that may occur if you wish to Pre-Order an item. So please take extra care when placing your order, as we do not issue refunds for unexpected delays, change of mind/sizing or cancellations.
Payment: You will proceed through checkout as usual and make the full payment.
Delivery: Your order will only be shipped upon arrival at our warehouse, usually as per the date suggested on the product page at time of placing your order. However, we recommend placing an order for an event that is at least 3-4 weeks after the advertised estimated delivery date.
WHAT IS THE DIFFERENCE BETWEEN MADE TO ORDER AND ITEMS ON BACKORDER?
Made to Order: this means that the dress is currently not available in stock and the dress will be made especially for you.
Items on Backorder: this means the items is currently not in stock but it is in the process of being restocked.
FAQ's:
When will I receive my store credit?
We issue store credit within 1-2 business days for returned items upon arriving back to our warehouse in the form of an e-gift card.
How can I find my store credit?
Store credit email will be send to you automatically to the same email that you used to place your order which includes a code consisting of random numbers and letters.
How can I use/apply my store credit at checkout?
Please find the step by step instructions on how to use your gift card/store credit at checkout.
How long is my store credit valid for?
Our store credit does not expire and you can use it at any time to exchange or re-purchase any item/size that you love. However, we reserve the right to require customers to use any remaining store credit within a reasonable timeframe (no less than six (6) months) under exceptional circumstances, such as a planned business closure or other legal reasons.
How many times can I use my store credit to exchange?
There is no limit on the number of times that you can use your store credit/gift card to exchange, however, we reserve the right to stop service to any customers if an excessive amount of exchanges incurs on the same gift card.
Can I use my store credit on other websites other than Unmatched BYU?
Unmatched BYU store credit is exclusive and can only be used on our official website www.unmatchedbyu.com.
For more information, check out our terms and conditions.
HOW TO RETURN?
For all clothing returns, you can initiate your return via our returns center. (See return instructions.)
For jewelry returns please contact info@unmatchedbyu.com. In your email, please provide us with your:
- Order number.
- The jewelry item/s that you wish to return.
- Whether you would like us to send you a return label or use your own label.
If you ordered both clothing and jewelry in the same order and you wish to return them all, please initiate your return via our returns center. (Despite that we only have store credit as an option inside returns center, we will refund your jewelry items to the original payment method and clothing items will be issued store credit automatically once received.)