Frequently Asked Questions
How will you ship my order?
All orders are shipped via Australia Post using standard delivery. If your address includes an apartment or unit number, please make sure it is included to avoid any delays.
Do you ship to PO Boxes?
Yes, we can deliver to PO Box addresses via Australia Post.
What are your payment methods?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay.
Do you ship internationally?
2undranz.com ships within Australia and New Zealand only. We do not currently ship to other countries.
What is your processing time for each order?
Orders are typically processed within 1 to 3 business days. Orders placed on weekends or public holidays will begin processing on the next business day. During promotional periods, processing may take a little longer. Delivery timeframes are in addition to processing time.
I just placed an order, but have not received a confirmation email. Has my order been received?
You should receive a confirmation email within 10 to 15 minutes of placing your order. If you have not received it, please check your spam or junk folder first. Confirmation emails are sent from support@downundiesapparel.com.au, so please add this address to your safe sender's list. If you still cannot find it, contact us at support@downundiesapparel.com.au and we will look into it.
How do I know when my order has shipped?
Once your order has been dispatched, you will receive an automated email with your Australia Post tracking information. If you do not receive a tracking notification, please check your spam folder or contact us at support@downundiesapparel.com.au.
What is your return and exchange policy?
For all return and exchange enquiries, please contact us directly at support@downundiesapparel.com.au and we will be happy to help.
What are the inseam lengths of each style? How about sizes?
Each product page includes a full-size guide and fit information. Click on the size chart located beneath the Add to Cart button on any product page for details.
I am right in between two size options. Which one is best?
You should be able to fit comfortably in either size. It really comes down to personal preference: whether you prefer a closer, more supportive fit or a slightly more relaxed one. If you are unsure, feel free to reach out at support@downundiesapparel.com.au and we can help guide you.
I mistakenly ordered the wrong item. What should I do?
Contact us as soon as possible at support@downundiesapparel.com.au. If your order has not yet been picked and packed, we may be able to make changes before it ships. We cannot guarantee amendments once an order is in processing, so please get in touch quickly.
My tracking shows as Delivered, but I have not received my package. What should I do?
First, check with anyone at your address who may have accepted the delivery, and check any safe drop locations on your property. If you still cannot locate the parcel, contact your local Australia Post outlet, as parcels are sometimes held there if delivery could not be completed. If you have done all of this and still cannot find your package, email us at support@downundiesapparel.com.au and we will work with Australia Post to investigate.
What if my order is lost or damaged in transit?
Please contact us at support@downundiesapparel.com.au as soon as possible, and we will work with Australia Post to determine the best resolution. We want to make sure every order reaches you in perfect condition.
Does 2UNDR have a warranty policy?
2UNDR products are covered against manufacturing defects for 30 days from the date of purchase. This does not cover damage caused by misuse, accident, modification, or improper care. If you believe your product has a manufacturing defect, please contact us at support@downundiesapparel.com.au with your order details and a description of the issue.
Do you offer discount codes?
Yes. The best way to stay across any promotions or discount codes is to follow us on Instagram and sign up for our email list. Subscribers are always the first to know.
Discount Code Policy
One discount code may be used per transaction. Codes cannot be combined with other offers, promotions, or clearance items. We reserve the right to cancel any order where a code has been used fraudulently or in a manner inconsistent with its intended purpose. Discount codes are valid for online purchases at 2undranz.com only.
How can I redeem my Reward Points?
Every 100 points earns you a $5 discount on your next order. Points are redeemed at checkout through the standard checkout process and cannot be combined with other discount codes or promotions.
Can I use Reward Points with Shop Pay or other express checkout options?
No. Reward Points can only be redeemed through the standard checkout. Express checkout options such as Shop Pay, Apple Pay, and Google Pay do not support points redemption.
Do my Reward Points expire?
Yes. Points expire after 12 months of account inactivity. We will notify you if your points are approaching expiry.
I referred a friend. When do I receive my reward?
Once your friend completes their first order using your referral link, you will receive a $15 off coupon automatically. Your friend also receives $15 off their first order. It is a win for both of you.
How does the referral program work?
Share your unique referral link with a friend. When they place their first order using that link, they get $15 off, and you get $15 off your next order. Referral rewards are issued as single-use coupon codes and cannot be combined with other offers or promotions.
When do I receive Reward Points for leaving a review?
Points are awarded once your review has been verified and approved, which typically takes 1 to 2 business days.
How long do I keep my VIP Membership status?
VIP Tier status runs through the end of each calendar year. Your tier is assessed based on your activity during that period.
What should I do if my products are damaged or defective?
Contact us at support@downundiesapparel.com.au with your order number and a description of the issue. We will sort it out for you.
How do I care for my 2UNDR?
For full garment care instructions, visit our CARE GUIDE.
Still have a question? Contact us at support@downundiesapparel.com.au and we will get back to you as soon as possible.