Refund policy

At My Custom Undies (owned and operated by MIREVOUX LLC), every product—including our thongs, boxers, and panties—is custom-made-to-order just for you. Because of this production method, our return and refund policies are limited to specific circumstances. Please read the following guidelines carefully.

1. Order Cancellation

Timeframe: You may cancel or modify your order within 12 hours of completing your purchase.
Late Cancellations: After 12 hours, your order enters the production process, and cancellations or modifications are no longer possible.
How to Cancel: To request a cancellation within the 12-hour window, please email us immediately with your order number.

2. Return Policy

We maintain a limited return policy. Because items are made specifically for you, we do not accept returns or process refunds for buyer's remorse, incorrect sizing chosen by the customer, or change of mind.

We only accept returns and provide resolutions if the product is defective due to our error. Eligible reasons include:

Wrong size received compared to your original order details.
Incorrect design or print differing significantly from the product page.
Damaged goods upon arrival (e.g., peeling print, tears in fabric).
Wrong style received (e.g., receiving a thong instead of panties).

Return Window: You must report the issue to us within 14 days of delivery.

Return Fees:

Return Shipping Fee: $0 (No fee). In most cases, we do not require you to ship the defective item back to us. Verification is done via photographs.
Restocking Fee: $0 (None). We do not charge any restocking fees.

3. How to Request a Return / Refund

If you experience an issue caused by our error (as listed above), please follow these steps:

Email Us: Contact our support team at support@mycustomundies.com within 14 days of receiving your package.
Include Details: Provide your Order Number in the email.
Attach Proof: Attach clear photos showing the defect, damage, or incorrect item (if the issue is sizing, please include a photo with a measuring tape across the garment).

Once our team verifies the issue via the provided photos, we will offer you the choice of:

A Free Replacement, OR
A Full Refund

Note: Processing a replacement takes 1–4 business days, and shipping the replacement may take an additional 4–15 business days depending on your location.

4. Refund Process

Approval: After verifying your issue, we will email you to confirm whether your refund is approved.
Method: Refunds are issued exclusively to your original payment method (e.g., your credit card or PayPal account). If your original method is no longer valid, please inform us when submitting your request.
Timeline:

Once approved, we will process the refund within 1–5 business days.
Depending on your bank or payment provider, it may take an additional 3–7 business days for the funds to appear on your statement.

Late Refunds: If you have not received your refund after this timeframe, please contact us at support@mycustomundies.com for further assistance.
Important Note on Timeframes: Processing time is calculated in business days only (Monday – Friday). Refund requests received on Saturdays, Sundays, or holidays will begin processing on the next business day.

5. Exchanges

Because our items are custom-made-to-order, we do not offer standard exchanges.

However, if your exchange request is due to a mistake on our end (e.g., wrong size sent, incorrect design, or damaged item), we handle it exactly like a return. Once verified, we will send a free replacement or issue a full refund based on your preference. You do not need to place a new order for a replacement in these verified cases.

6. Contact Information

For any questions regarding your order, returns, or refunds, please reach out to us:

Email: support@mycustomundies.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM MT
Address: MIREVOUX LLC, 1500 N GRANT ST, STE N, Denver, CO, 80203, US (Please do not send unauthorized returns to this address; contact support first, as return shipping is generally not required).