Refund policy

RETURN & EXCHANGE POLICY

At UNEXPLAINED, we want you to feel confident when placing your order. If something doesn’t work out, we’re happy to help with an eligible return or exchange.

30-DAY RETURNS

We accept eligible returns requested within 30 days of delivery.

To qualify for a return, your item must be:

  • Unworn, unwashed, and unused

  • In its original condition

  • Free from stains, odors, deodorant, makeup, pet hair, or other signs of wear

  • Returned with all original tags attached

Items that do not meet these conditions may not be accepted.

EXCHANGES

Need a different size? We’re happy to help.

Exchange requests must be made within 30 days of delivery and are subject to availability.

If your requested size or item is no longer available, you may return the eligible item for a refund or store credit.

FINAL SALE ITEMS

Items specifically marked FINAL SALE at the time of purchase cannot be returned or exchanged.

Gift cards are also non-refundable.

HOW TO START A RETURN OR EXCHANGE

To start a return or exchange, contact us at info@shop-unexplained.com within 30 days of receiving your order.

Please include:

  • Your order number

  • The item(s) you would like to return or exchange

  • The reason for your return or exchange

Once your request is approved, we’ll provide return instructions.

Please do not send items back without receiving return instructions first.

RETURN SHIPPING

Customers are responsible for return shipping costs for standard returns and exchanges.

If you received an incorrect, damaged, or defective item due to an error on our part, UNEXPLAINED will cover the return or replacement shipping costs.

Original shipping charges are non-refundable unless the order was incorrect or defective due to an error by UNEXPLAINED.

We recommend using a trackable shipping method when returning an item.

REFUNDS

Once we receive your return, we will inspect the item to make sure it meets our return requirements.

If approved, your refund will be issued to your original payment method.

Please allow approximately 5–10 business days after your refund is processed for it to appear in your account. Processing times may vary depending on your bank or payment provider.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

We take pride in our products and want every order to arrive correctly.

If you receive an item that is damaged, defective, or different from what you ordered, please contact info@shop-unexplained.com within 7 days of delivery.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the item and any damage or defect

Once reviewed, we’ll work with you to resolve the issue as quickly as possible.

ORDER CHANGES & CANCELLATIONS

We work quickly to process orders.

If you need to change or cancel your order, contact info@shop-unexplained.com as soon as possible after placing it.

We’ll do our best to accommodate your request, but once an order has entered fulfillment or shipped, we cannot guarantee that changes or cancellations will be possible.

RETURN PACKAGES

Customers are responsible for ensuring return packages are shipped to the return address provided by UNEXPLAINED.

We strongly recommend keeping your tracking information until your return has been completed.

UNEXPLAINED cannot guarantee reimbursement for return packages that are lost in transit before reaching us.

FAIR RETURN POLICY

UNEXPLAINED reserves the right to refuse returns that do not meet the requirements of this policy or show signs of wear, washing, alteration, misuse, or damage occurring after delivery.

We also reserve the right to limit returns in cases of suspected fraudulent or abusive return activity.

This does not affect any rights customers may have under applicable law.

NEED HELP?

We’re here to help.

For questions about an order, return, or exchange, contact us at:

info@shop-unexplained.com