Frequently Asked Questions
We are experiencing extreme delays. We are actively processing orders that have been placed. Rest assured, all existing orders will be fulfilled. For more upates, click here.
Standard shipping: $12CAD
We are experiencing severe delays, and will take us a few weeks to process all orders.
We appreciate your patience and support!
Items marked as "Final Sale" cannot be returned or exchanged.
We accept returns within 30 days of delivery for all orders and provide a complimentary pre-paid shipping label. Shipping costs are non-refundable. To ensure your items are not damaged in-transit, we recommend reusing our original packaging.
To ensure you receive a full refund, please follow our guidelines:
- All tags must be attached. Items must be in re-sellable condition
- Ensure that the items are unworn, unwashed and show no signs of wear
- Items are free of deodorant stains, perfume, smoke, and make-up. Deodorant stains are a common cause for denied refunds. To keep your items clean, please take care not to get deodorant on them
- Underwear must be tried on over your own underwear or similar clothing
- We reserve the right to refuse returns that do not meet our health and hygiene standards. If your item is refused, they may be shipped back to you at your own expense
- Items that are not in re-sellable condition are donated to a local charity
Customers can only generate 1 label per order. To avoid complications, ensure you include all the items you wish to return in the same package.
We are not able to process exchanges. The best way to do an exchange is to send your original item back to us for a refund and place a new order.
For more questions, contact help@understance.com
We accept in-store returns within 30 days of the purchase date. Items bought from Gently Loved or Last Chance are Final Sale. Customers who wish to ship back returns can mail their items back to our store at customer's expense if a credit card is used. In-store purchases cannot be returned online if debit/interact was the form of payment.
Returns
To ensure you receive a full refund, please follow the same guidelines as our online return policy here.
| Canadian Cup Size | U.K. Cup Size |
|---|---|
| A | A |
| B | B |
| C | C |
| D | D |
| DD (E) | DD |
| DDD (F) | E |
| G | F |
| H | FF |
| I | G |
| J | GG |
| K | H |
| L | HH |
| M | J |
| N | JJ |
We have a plus/minus 0.5-inch allowance because it is not practically possible to keep the band length exactly the same in mass production. Temperature and humidity affect how fabrics behave. Our bras are handmade, which means tiny differences in sewing tension, seam alignment, or fabric feed can add up to small measurement differences.
The band is meant to stretch and conform to your body. A 1-inch difference when laid flat does not significantly change how the bra supports or feels when worn, especially since the band is designed to stretch up to several inches. Allowing a reasonable tolerance lets us reduce waste without compromising performance or comfort. Strict zero-tolerance policies often lead to discarding perfectly wearable products, which goes against our values of sustainability and responsible production.
- • Underwire breaking, popping out of casing
- • Shoulder straps snapping off
- • Stitches coming apart
- • Size inconsistency beyond manufacturing allowance (plus/minus half an inch for bra band)
We will offer a replacement (pending product availability) or store credit for manufacturing defects within 6 months of purchase. For 6 months to 12 months after purchase, inquiries are processed case by case. We do not provide replacements, store credit, or refund for purchases made one year ago or more.
Normal wear and tear (“aging”) include:
- • Discolouration (especially products in light colours)
- • Light loss of stretch and stretch recovery
- • Light pilling
User error include:
- • Bra hook bending from machine washing without hooking bras, or not using delicates wash bag
- • Underwire breaking, elastic losing stretch from using dryer
Normal wear and tear and user error are not covered under our product quality policies.
Azo dyes: zero tolerance in finished garment lab tests.
Formaldehyde: max tolerance of 50ppm (parts per million). Canada and OEKO-TEX standards are 75ppm. Average indoor air can contain trace amounts of formaldehyde as it can be released from composite wood furniture, cigarette smoke, and cleaning products. It is not possible to consistently keep the level of formaldehyde at zero.
Lead: zero tolerance. Our underwire is made from lead-free carbon steel with nylon coating.
PFAs/PFCs: we do not use fabrics with coatings that may contain PFAs/PFCs, which are typically used for waterproofing, wrinkle-resistance, and stain-resistance. We do not include PFAs/PFCs in our lab tests.
Our goal is to keep bestsellers in stock and release new colours once a year.
These are the bras you rave about and rely on daily – for example, our
Ivy,
Zoe, and
Salma.
For niche favorites—styles that might not sell as quickly but are deeply loved by a small group of customers—we plan to restock them in neutral colors and in limited quantities.
We recognize the importance of niche products that often aren't widely available, so this is our way of offering them with a fair price point.
Recently we received a question as to if all our bras eventually go on sale for $10.
The short answer? No.
We are a relatively new company in the bra market, we’ve only been around for 4 years.
In the past 4 years, we have been experimenting with many different shapes and styles to see what works best for our customers.
Sometimes we don’t get the shape quite right, but the fabrics and craftsmanship are always the same quality as our core products.
With a lot of trial and error, we’ve slowly learned what the customers and the market need, and we’re making less style mismatches
That means we have less products that end up in our $10 sale.
We stand by our products and we’re proud of the progress we’ve made.
Items with reduced prices are being phased out and won’t be restocked—so if you have a favorite, now is the time to grab it before it’s gone!
If there’s a discontinued item you’d love to see make a comeback, let us know here.
Underwear: Machine wash on delicate and line dry. If you have to, machine dry on low heat.
Sleepwear: Machine wash and dry as normal.
Email us at help@understance.com
Our hours of operation are:
Monday - Friday 8am - 5pm PST
Saturday - Sunday 10am - 4pm PST
Bras: Our size range is 28-48 bands, A-N cups and XS-4XL.
Underwear: Our size range is: XS-6XL.
Sleepwear: Our size range is: XS-XXXXL.
Sign up for our newsletter to be notified when we extend and launch new products!
Our Loyalty Points Program has now ended.
As of February 19, 2025, customers stopped accumulating points.
The final date to redeem unused points was 11:59PM PST August 31, 2025. Any points not redeemed by this deadline have now expired.
Please note that all points redeemed between February 19 and August 31 were non-refundable. For example, if an item purchased partially with points was returned, the points were not refunded back to the account.
