Support

Terms & Conditions

Please note: 

Orders shipping to Canada require customs clearance, and the shipment may be subject to duty and import taxes. 

Import duties and taxes are not included in the shipping price at checkout.

Import duties and taxes are nonrefundable as they are collected by the country's customs authorities. 

The Terms and Conditions outlined below apply to all purchases made from the United Nude (New Alaguna Inc.) website: www.unitednude.com.

It is important that all customers thoroughly read the Terms and Conditions set by United Nude before purchasing any goods. By agreeing to United Nude's Terms and Conditions, you are agreeing to the correspondence outlined within these Terms and Conditions.

United Nude reserves the right to make changes to the Terms and Conditions at any time. Any changes made will be effective once published on the www.unitednude.com website.

We will do our best to ensure that all information on our website is accurate and correct at all times. We aim to resolve any errors on the website as soon as reasonably possible. For assistance, contact us here. Please note that this does not admit liability on the behalf of United Nude.

 

Shopping at www.unitednude.com

Once you have selected an item of your choice, add it to your basket. You will then be directed to the checkout point where you can see an overview of your basket. When you are happy with your choice you can proceed to the checkout. 

You do not need to create an account to be able to place an order, you can checkout as a guest. However, we would advise you to create an account with us so that you can benefit from the following features: 

  • Faster shopping  – Quickly proceed through the check out as we will have all the details relating to the delivery of your order.
  • Track your order status – Log-in to your account to check if your goods have been dispatched.
  • View your order history – Check what item/size you previously purchased via your www.unitednude.com account.
  • Sign-up for newsletters  – Be the first to hear about special offers and new products with our email updates.

Please note that the colors shown on our website may vary depending on a range of factors including your computer screen and display settings.

Sizes and measurements are an approximation only. Please see our Size Guide for more details. 

All goods are subject to availability, which means we may not be able to supply your order until we have checked our inventory. 

 

Your Account

You can create an account at any time. Simply select the “My Account” at the top of the screen and follow the process, completing the information as requested. It is your responsibility to ensure that your login details and all other personal information in relation to your account remains confidential at all times.

 

Placing your order

In order to place your order, you will need to select your payment method and include your email address, shipping details, and telephone number.

Payment for goods is to be made in full and to be processed by PayPal, Klarna, credit card, or debit card.

We do not accept cash or cheque payments for online orders.

Should your credit or debit card have insufficient credit, we reserve the right to invoice you for the costs incurred in making requests for payment.

As soon as we have received your order you will receive an order confirmation which will be sent to the email address provided. If you have an account with us you can also check the "Order history" on your United Nude account. If you are unable to locate your order confirmation, please check to see if your email address is correct as well as checking your spam/junk mailbox. For assistance, contact us here.

United Nude reserves the right to refuse or cancel any orders placed that is deemed suspicious or fraudulent. Customers who place an order that is system flagged (SF) will be required to verify additional information. Please note that we are not responsible for the delay in processing system-flagged order. 

Orders that have already been shipped cannot be canceled.

Orders that have not been shipped can be revised or cancelled for a full refund. 

 

Fraudulent websites

Online shopping scams involve scammers pretending to be legitimate online sellers, either with a fake advertisements or lookalike shopping websites. Many scammers mimic trusted retailers by using familiar logos, stolen images, and a URL that can be easily mistaken for the real thing. To the untrained eye, these sites usually look safe. Review the warning signs below to protect yourself from fraudulent activity.

Warning signs:

  1. The site’s URL looks suspiciously similar to the official address of a genuine retailer. Avoid lookalike domains by manually typing the retailer’s URL into your browser. United Nude’s genuine URL is https://www.unitednude.com. 
  2. The site uses an amateur website design, and the images are pixelated and/or outdated.
  3. The site offers products at unbelievably low prices. Compare the prices of the same product from other online stores. If the item is drastically lower than what it is listed for on other sites, the offer is most likely a scam.
  4. The site has limited and/or incorrect contact details. Verify the online seller’s physical address, support email, and phone number with a search on Google. Faux sites normally list an address that goes to a random location or an email that uses a random account domain instead of a corporate domain. United Nude’s genuine customer service email address is customerservice@unitednude.com. All genuine email addresses from United Nude will end in @unitednude.com.

Reporting suspicious behavior

If you identify a deceptive business or a scam shopping site, you can report it to Google or Microsoft, as well as to the US agencies below. Be sure to include as many details as you can about why you believe the site is fake.

What to do if you’re a victim of a fake shopping site

If you’ve given your information or money to a fake shopping website, follow these steps:

  • Call your bank or credit card company immediately to report the fraudulent charge and ask for a reversal. Let them know a scammer has gained access to your accounts. Many finance companies offer fraud protection that covers certain charges made without your consent. If you bought an item via PayPal, get help from PayPal Buyer Protection.
  • Change your passwords and enable two-factor authentication (2FA) to secure your online accounts if you have given personal information to suspicious websites (addresses, social media, email, banking, etc.).
  • File a police report if you have been scammed while shopping online. Not only will this increase the chances of the fraudsters being caught, but your bank, credit card company, or insurance company will likely request a copy of the report before paying out a claim. 
  • File a complaint to the FTC if you’re based on the U.S. This is a critical step for disputing fraudulent transactions and fixing your credit if you’re ever a victim of identity theft.
  • File a complaint with the FBI’s Internet Crime Complaint Center (IC3).

 

Processing and delivery

We aim to process all orders as soon as possible and dispatch your order within 1-2 business days of purchase. Orders should be received within 4-8 business days; unfortunately, we are unable to guarantee this during peak shopping seasons and industry supply chain disruptions. Business days do not include weekends or holidays. Orders placed on Friday after 12PM PST and over the weekend will begin processing on the following Monday. Delivery times are estimates only. If you have not received your goods within 10 days of purchase, please contact us and we can investigate further for you. 

We currently send our goods via UPS and USPS. As soon as your order has been dispatched, you will receive a confirmation email from UPS or USPS alongside a tracking number which can be used should you wish to trace your order.

We can only deliver to the address provided at the checkout. If an error has been made, please contact us here.  Please note that we cannot guarantee that we will be able to change the shipping address. Once the item has left our warehouse, customers will need to speak with UPS or USPS directly. Please note that we are unable to deliver to a P.O. Box.

If you are unavailable during the time that UPS or USPS attempt to deliver your goods, a new delivery attempt will be made the following day. You can also contact UPS or USPS directly and schedule a specific collection time or even change the address.

 

International deliveries: Canada

Orders shipping to Canada require customs clearance, and the shipment may be subject to duty and import taxes. 

Import duties and taxes are not included in the shipping price at checkout. Customers are responsible for paying duty and import taxes that may apply after a purchase is completed on www.unitednude.com. Tax and duties are calculated on the declared value of the shipment (or the total price of the products purchased and shipping costs). 

Import duties and taxes are nonrefundable as they are collected by the country's customs authorities. 

Returning goods internationally: Under certain conditions, the Canada Border Services Agency (CBSA) will refund or adjust the following duties and taxes on non-commercial (casual) goods imported into Canada. Visit Canada Border Services Agency's Applying for a refund of duty and taxes to learn more. 

Duties: Duties are charged when the value of the shipment exceeds Canada's duty free threshold of 20 CAD.

Import duties are charged for the following product categories at the rates set by Canada's customs authorities: 

  • Accessories - 0%
  • Health & Beauty - 18%
  • Fashion - 18%
  • Watches - 0%
  • Jewelry - 8%

* Please note that this information is liable to change at any time.

Taxes: Canada's tax free threshold is 20 CAD. The taxation for a particular country depends on the local GST/VAT, as well as the item category and its declared value. 

Canada calculates using the CIF method, which means the import duty and taxes are calculated based on the value of the imported goods as well as shipping costs.

Click here to use Canada Border Services Agency's tool to estimate duty and taxes: Estimate duty and taxes.

While these charges can't be avoided altogether, you can avoid paying high brokerage fees by self-clearing your parcels. Visit the Canada Border Services Agency to find your nearest location here.

 

Signature Required

For orders of high value, multiple items, limited edition goods, and accessories, a signature will be required to ensure delivery.

For shipments to apartment units and freight forwarding addresses, a signature will be required to ensure delivery. 

You will be emailed tracking information that will indicate if your package requires a signature. If there isn't any information in the email that indicates a signature is required, please check your UPS or USPS tracking page. 

If no one is available to sign at the time of delivery, the package may be redelivered to the ship-to address on the following business day or returned to a UPS or USPS access point. The number of delivery attempts may vary. 

UPS - If you're expecting a package, but you've missed the first attempt at delivery, you may reschedule the delivery of your package here.

USPS - If you're expecting a package, but you've missed the first attempt at delivery, you may reschedule the delivery of your package here.

 

Undeliverable and Returned Packages

If UPS is unable to deliver the package after a second delivery attempt and/or if the package is not collected from a UPS Access Point or USPS office within 7 days and is returned to sender, United Nude is not responsible for the re-shipping fees and/or return to sender fees. The customer is responsible for the fees associated with re-shipping the merchandise and/or failed delivery costs.

 

Lost or stolen packages

United Nude is not responsible for lost or stolen packages after they have been dispatched from our facilities. If you think your package has been lost or stolen, please contact us here within 60 days of the package's dispatch date. We will file a UPS or USPS investigation on your behalf. Please note we are unable to further advise until the full investigation is complete. 

 

Returning Goods

We will gladly accept returns of unworn merchandise within 30 days of delivery for a refund back to your original form of payment, a refund to store credit, or one free exchange. Once approved, you’ll receive instructions on how to return your order. 

After your return is processed, your refund will be processed once your return arrives and is processed at our warehouse. Returns should be processed within 2-4 business days of receipt, and once approved, you'll receive an email notification of the refund. Once we have received your returned item(s), our team will inspect and process your return. Returns are normally processed within 1-3 business days of arrival. Once approved, you will receive a confirmation email. You can expect the refund to reach your account within 5-10 business days. Please note that the time it takes for the refund amount to appear will vary between financial institutions. If you have yet to receive the credit after 10 business days, please let us know so we can further investigate.

All returns must be authorized to be returned. To obtain a Return Authorization Number (RMA#), visit our Returns Center or contact us here. 

If we haven't shipped your order yet, you can contact us to make changes or cancel your order for a full refund.

Returned items must be in good, unworn condition, and in their original packaging with all printed materials, parts, and accessories. This includes dust bags, heel tips, and product pamphlets. Products that are returned incomplete, damaged, worn, or soiled, will not be accepted. Images may be required for some of the options that you indicate in the “Return Reasons" menu. Requests submitted without valid images will not be accepted and will need to be resubmitted.

Shoes may be tried on indoors for short periods of time for fitting.

Items displaying normal wear & tear or damage caused by improper use or accidents may not be returned.

It is your responsibility to properly pack, ship, and (if shipping with your own label) insure the contents of all return packages using a trackable shipping service (like UPS or USPS). You can reuse the packaging material we sent your order in or repack your return in another box.

Any loss in value or damage caused to the return merchandise may result in our inability to process your return. This includes damages from wear, poor repacking, and courier/postal labels stuck directly to the original shoe/merchandise box for shipment.

We reserve the right not to refund you if you return items to us outside the terms of our returns policy; this does not affect your statutory rights.

Original shipping charges, customs, duties, and fees are non-refundable.

 

Damages & Product Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 3 business days of receiving your order so that we can evaluate the issue and make it right.

We provide a 6-month warranty on all of our products against manufacturing faults. No claim for faulty goods can be made if any of the following applies: damage caused deliberately or negligence, improper use or careless maintenance, normal wear and tear, damage caused by not following the cleaning/care instructions. 

 

Exceptions / non-returnable items

Gift cards and nail polishes are final sale. 

Items that are marked as Final Sale are eligible for exchanges and refunds to store credit. Final Sale items are not eligible for refunds back to your original payment method. Please view the product page for the details on an item's return eligibility. Final Sale items that are sent to our returns department without a return authorization via our Returns Center may be sent back to the customer. Final Sale is country-specific. for any questions, please contact us here.

Sample sale purchases: All sales are final. No exchanges or refunds. Items are sold as-is.

 

Exchanges

We offer one complimentary exchange per order on eligible items within 30 days of delivery. We accept mail-in exchanges only. You can exchange your item for the item of your choice, and we will pay for the standard shipping cost. Visit our Returns Center to submit an exchange request (RMA#).

Exchange orders will be created once your Returns Request (RMA#) has been approved. The items in your exchange order will be reserved for 7 business days. 

Exchanges are subject to availability, and we will notify you by email if your exchange item is unavailable. You can choose another exchange item, or we can refund the amount back to your original form of payment or store credit.

Free exchange shipping is limited to standard delivery within the contiguous United States. If express or overnight shipping is requested on your exchange order, you will be responsible for the full shipping cost.

After your return has been processed, your exchange order will be pushed to ship within 1-3 business days.

 

Promotions and Pricing Policy

United Nude will intermittently offer date-and-time-bound discounts in the following promotions (but not limited to) flash sales, holiday sales, and End of Season sales.

The promotions are subject to exclusions, namely bestsellers and Zaha Hadid x United Nude, unless stated otherwise.

Price Adjustment or Price Matching? Unfortunately, we do not offer price adjustments, price matching, or promotion adjustments. Purchases made prior to the start date of promotional periods are not eligible for price adjustments and promotional offers. Discount codes and sales pricing may not be applied retroactively to previous purchases or existing open orders.

United Nude aims to ensure the accuracy of pricing across all our channels. Despite our efforts, pricing errors may still occur. If you have any questions about a price displayed and/or offered at checkout, please contact us here.

 

Discounts

All valid promotional or discount codes must be applied at checkout.

Only one promotional or discount code can be used per order. Please note that our promotional or discount codes may be country-specific and oftentimes are single-use codes per customer. 

 

Gift Cards

United Nude gift cards are only redeemable for merchandise available on unitednude.com and at select United Nude store locations. Gift cards do not expire and are valid until redeemed. Gift card purchases are final sale; they cannot be exchanged for cash, check, or credit, nor replaced if lost or stolen. Gift cards must be presented at the time of service.

Returning an item purchased with a gift card? If the entire order is paid with a gift card, the refund will be processed back onto the original payment gift card. For payments combined with gift card balances, the gift card balance will be refunded back to your gift card first, and then the outstanding credit will be refunded back to the original form of payment.

 

Pre-Orders

Pre-Order items will be shipped in accordance with their expected dispatch dates. The customer is responsible for keeping shipping + contact information up-to-date. Payment is charged at the time of placing a Pre-Order and is subject to United Nude’s usual Terms & Conditions. If an order is placed for both available and Pre-Order items, the available item(s) will be shipped first. The expected shipping dates for Pre-Order items will be clearly noted on each product page and are subject to reasonable delays in manufacturing and/or delivery. Such dates are estimated and are subject to change. If we foresee any shipping delays, we will notify you immediately.

 

Free Gift with Purchase (GWP) Promotions

All orders placed with a qualifying spend during the offer period will be eligible to receive the appropriate Free Gift item. To claim the offer, the Free Gift item must be manually added to your cart (and the relevant discount code must be applied at checkout). Free Gift offers may not be combined with other discount codes. Free Gift items are offered while supplies last and cannot be substituted for any other item, cash, or credit. Not all Gifts listed may be available through the offer period. Only one Free Gift item can be claimed per order, per person, per address for the duration of the promotional event. If you place more than one qualifying order with us during the promotional event, you will only receive the gift on your first order. Placing multiple qualifying orders during the event will not entitle you to more than one free gift. Gifts are not for resale and will not be replaced if lost or stolen. Gifts are provided on an “as is” basis without further warranty of any kind. United Nude disclaims all warranties including but not limited to the implied warranties of merchantability or fitness for a particular purpose with respect to the gifts

GWP Returns: If you wish to return an order that qualified for a gift with purchase, return the gift with your order to ensure a full refund. If you decide to keep the gift, the price of the gift will be deducted from your total refund amount. 

 

Buy One Get One (BOGO) Promotions

When purchasing items as part of a BOGO promotion, the promotional offer is automatically applied to the lower priced items, excluding limited edition, in sets of two. All items, excluding Final Sale items, purchased during a BOGO promotion can be returned for an exchange, store credit, or refund. Final Sale items are nonrefundable; Final Sale items are returnable for exchanges or store credit. 

BOGO Returns: If you wish to return item(s) from a BOGO order: Your refund amount for each item will be adjusted accordingly, depending on the full price of each item and the discount received.

If you are returning all of your the qualifying items in your BOGO order, you'll receive a full refund for what you paid.
If you are keeping one or more qualifying items in your BOGO order and returning the rest, the discount and any applicable taxes will be applied accordingly across all of the items in your order, and you'll be refunded the individual pro-rated value of the item(s) returned. 

If you wish to exchange item(s) from a BOGO order: Eligible items from a BOGO deal can be individually returned or exchanged. The value will be based on the original purchase price adjusted by its prorated discount and applicable taxes. Any price difference between the original item(s) and the new item(s) will be invoiced to you or refunded to your original form of payment. 

 

Marketing Terms and Conditions

By signing up for marketing newsletters or text message alerts, you have read and understand our policy and agree to receive email marketing from United Nude. Your privacy is important to us and your information will be stored securely and used in accordance with the policies outlined in the pages below:

 

Additional Terms and Policies