FAQs

We support you through all your most intimate needs. Every one of our most commonly asked questions is answered below. Can’t find what you’re looking for? Contact us instead.

What makes CUUP unique?

CUUP started with a question: Why is it so hard to find a sexy bra that fits? The female body is vastly unique across the board, with an almost infinite number of shapes and sizes. In fact, more than ⅔ of women in the U.S. wear a D cup or larger.

Within the current market, most manufacturers offer fewer than 20 sizes. The reason for that is simple, actually—more sizes mean increased inventory costs, more meaningful investments, more technical know-how...especially when it comes to designing larger cup sizes. With such difficult-to-find sizes and limited options, women often squeeze into bras that are a little off (some call them “sister sizes”), or intimates that compromise design.

We wanted to change that. With CUUP, we’re here to offer something that’s consistent across all sizes, and to all women. To do so, we partnered with a vertically integrated product development and intimates manufacturer. Together, we fundamentally re-engineered how bras have been made—to date.

Now, after two years, hundreds of samples and countless fittings, we’re proud to introduce CUUP, a naturally inclusive brand supporting every woman. All with a focus on providing real substance on all accounts.

In short, we wanted to redefine the way bras look and feel. No unnecessary lining, wings or slings. Simple, clean aesthetics. From A to H.

 

How should the bra fit?

Did you know? A bra’s primary support system starts with the band. This means that the band on your CUUP bra will be relatively tight to start, but won’t leave any marks behind either. Give your new bra about 30 minutes of wear and you’ll feel the band conform to your body for good.

It’s best to wear your bra tight enough so that only one-to-two fingers can fit under the band. Ideally, you tighten your bra using the middle to loosest hook. That way, you can accommodate for natural weekly or monthly fluctuations in size with some minor stretching. 

Every bra’s cups should lay flat against your chest with no gaping or spillage over the top or sides. The straps should keep tight—without digging in or leaving marks. Try adjusting each side of your straps individually to even out minor differences in the way your body fills the cups.

You should never feel any wire poking. All CUUP bras are made with a thin wire that is extra flexible, noticeably lighter and moves with you—no poking.

 

How do I find my CUUP size?

Not sure what size you are? Don’t worry—85% of women everywhere aren’t either! Visit our Fit Quiz to figure out your perfect fit.

If you’d like a little more guidance, you can book a fitting or start a chat on our website to connect directly with our fit therapists.

How do you ensure quality?

Our team has extensive experience in the intimates space. We work directly with a vertically integrated product development and manufacturing partner that has been producing bras globally for 30 years. This means we’re able to address all design and production challenges immediately, and at the source. As a result, any and all changes we make happen within a timeframe that’s much shorter than the industry standard. 

From fabrics to all other hidden components, we’ve taken the utmost care with our products, choosing only the highest quality materials. All our bras go through a series of wash and wear tests to meet (or exceed) the care label expectations. We set out to make intimates we know women need. With that, quality and integrity is our priority. In other words, we only made the things we’d like to wear ourselves.

 

How do I care for my pieces?

Compared with the rest of your wardrobe, bras and underwear need a little extra love and care. They’ll last longer that way. 

Our bras are made minimal with lightweight materials. Here are a few easy tips to keep them pretty:

  1. Wash by hand, whenever possible. 
  2. Otherwise, wash your bras in a mesh bag. Be sure to wash alone or with similar colors.
  3. Air dry! All CUUP intimates line dry quickly. It’s best to avoid the harsh machine tumble. 
  4. Less is more—no need to wash your bra every time you wear it. 

You love the soft stretch of CUUP underwear, but that delicate touch means our bottoms need similar care: 

  1. Machine-wash as a delicate or hand-wash in warm water. 
  2. Do not use bleach. Let’s keep those colors fresh. 
  3. Dry on low heat to keep your underwear stretchy and supportive.

     

     

    How does the referral program work?

    Happy with CUUP? Know someone else who would be too?

    We’re so glad to hear! Use this link to introduce CUUP to your friends and family.

     

    Shipping Methods

    U.S. Orders

    Standard Shipping

    All orders are sent via DHL or Fedex. We offer free Standard Shipping on orders of $75 or more. For orders under $75, standard shipping is $6.00. Standard shipping takes up to 8-10 days (this may vary for orders shipped to Alaska, Hawaii and military bases) from ship date.

    In our attempt to ship orders as quickly as possible, orders cannot be edited or cancelled once submitted.

    Expedited Shipping

    Get it sooner! Here are three ways to accelerate your order:

      Option 1: Express Shipping (DHL Expedited Max)

      • $16 at checkout
      • Takes 2-3 days
      • Please note: no weekend deliveries

      Option 2: Overnight Shipping (FedEx)

      • $28 at checkout
      • Takes 1 business day
      • 1-day shipping orders need to be placed by 2PM EST to ship the same day
      • Please note: no weekend or PO Box delivery

      Canadian Orders

      Duties and taxes are estimated and paid for at time of checkout.

      Option 1: Standard Shipping (Passport)

      • $12.50 at checkout (free over orders of $150 USD)
      • Takes 5-10 days
      • Please note: no weekend deliveries

      Option 1: Expedited Shipping (FedEx)

      • $35.00 at checkout 
      • Takes 2-4 days
      • Please note: no weekend deliveries

       

      How can I track my order?

      Once you’ve placed an order with us, we’ll send you your tracking info via email. Note that this can take up to five business days.

      Still haven’t received your tracking info?

        • Check your spam folder—it can get stuck in there sometimes
        • If you already have a CUUP account login, you can also find your tracking number there 
        • Still not seeing it? Don’t worry—just contact our customer service team and they’ll investigate.

       

      Return and Exchange Policy

       

      U.S. Orders

      Returns and exchanges are free and easy for all U.S. orders of full-priced bras or swimwear.

      Eligible bras can be returned or exchanged within 30 days of receiving. Full-priced Swim Tops and Bottoms can be returned within 14 days of receiving.  Please note, hangtags and swim liners must still be on the garment for the return to be accepted. Only items in their original, unworn condition can be returned. However, if you wore your bra once to try out the fit, that’s ok! But the bras should show no signs of wearing and cannot be returned if stretched out or washed.

      Please note that all underwear bottoms, gift cards and totes are final sale and cannot be returned or exchanged.

      No need to return the swim draw string bag you received - you can keep this free gift! Once we’ve received and processed your return, we’ll refund your original payment method with the initial purchase amount. Please allow 5-7 business days for the refund to process.

      If you’d like to exchange an item for a new size, the process is seamless and the shipping is free. We’ll process your exchanged item as store credit, which you can immediately use to buy your new item(s).

      To initiate a return or exchange, please visit our Return & Exchange Center

      Please note that if you are returning multiple orders, each order will need to be returned in a separate box, using the unique label assigned for that order. This will ensure that the returns are processed correctly and timely!

      Please take care in packing your CUUP merchandise for return. We cannot be responsible for any non CUUP items that are shipped back to our facility.

       

       

      Canadian Orders

      We offer returns on all orders of unworn and undamaged full-priced bras within 30 days of receiving.  Swim Tops and Bottoms can be returned within 14 days of the receiving.  Please note, hangtags and swim liners must still be on the garment for the return to be accepted. We currently do not accept exchanges on Canada orders, however, you can return eligible bras and repurchase. Please note that all bottoms, gift cards and totes are final sale and cannot be returned or exchanged. Any bras purchased on sale are final sale and cannot be returned or exchanged.

      Return shipping and handling is $15.00 USD (via Canada Post) and will be deducted from your refund to cover costs. We do not accept exchanges on Canadian orders and ask you to return the order for a refund. 

      Rates for taxes and duties are set by the Canadian government and are based on the value of the goods and the country of manufacture. All duties and taxes for Canadian orders are charged at checkout, and nonrefundable. All returns must be shipped from the country the order was originally delivered to and with a CUUP-issued return label. We will not accept returns sent with a non-CUUP return label.

      Please note that if you are returning multiple orders, each order will need to be returned in a separate box, using the unique label assigned for that order. This will ensure that the returns are processed correctly and timely!

      Please take care in packing your CUUP merchandise for return. We cannot be responsible for any non CUUP items that are shipped back to our facility.

      To initiate a return, please visit our Returns Center

       

      How to get your Duties & GST/PST refunded (Canada Only)

      As a Canadian customer, you will be eligible to recoup the Canadian import duties and sales tax (GST/PST) for your return, through Canada's Casual Refund Program.

      To do so, please download THIS Canada Border Services Agency (CBSA) form and follow the instructions. In order to successfully complete the form and receive a refund from CBSA you will need two pieces of supporting documentation:

      1. Your order refund confirmation receipt from CUUP.
      2. The import detail report that shows how much in duties/taxes were paid. To obtain this, email Passport (our international shipping carrier) at returns@passportshipping.com with your Passport Tracking # in the subject line and they will reply with the document needed. 

       

      Need help finding the right size?

      Not sure about your size or need help with your exchange? We'd love to help! Take our Fit Quiz, schedule a complimentary video fit session with our Fit Therapists here or send us an email and we'll be happy to help!

         

      Damages and Defective Product Policy

      We offer a 60 day guarantee for damaged items. If the product you ordered is damaged, please report it to us within 60 days of receipt to initiate a return for a full refund, or an exchange for a replacement.

       

      Customer Service & Press/Marketing Contact 

      Please reach out to us here.

       

       

      TryNow

       

      How does TryNow work?

      As a shopper, you select the TryNow purchase option when adding items to your cart. At checkout, you will not be charged. An authorization for the full amount of your order will be placed on your card to reserve funds in the event you choose to keep your items, but you will only be charged for kept items. Your 7 day trial begins once the package is delivered, at which point you’ll have the length of the trial to try-on your items at home, decide what to keep, and return the rest.

      Using TryNow is simple, all you have to do is follow these three steps:

      1. Choose up to 8 items to add to your cart: We’ll place a hold on your card, but you will not be charged.
      2. Try free for 7 days: Your 7 day trial starts the day your CUUP items arrive.
      3. Pay for what you keep: Send us back the items you don’t want, you only play for what you keep.

       

      When will I be charged for my TryNow items?

      To ensure we charge you only for kept items, you will be charged 7 days after the trial ends. This buffer allows time for any returns to be processed.

       

      I thought TryNow offered a free trial but I see a charge on my card -- can you help me understand?

      TryNow will not charge you for any items until the end of your trial. We do place an authorization on your card for the total amount of your order. This is how we ensure that funds can be captured for items you keep -- it’s just like a hold that hotels or rideshare apps use, and helps protect our Merchants from fraud.

      The way authorizations display on your statement varies by bank. Typically, authorizations are labeled as “pending” OR they will not have a date associated with the charge, indicating that the charge has not yet been posted.

       

       

       

      I live outside the U.S. -- does TryNow work internationally?

      We’re so glad you want to try CUUP. At this time, we are only able to support shoppers in the U.S. with the exception of New Mexico and Nevada. We’re working hard to serve your location soon!

       

      Do TryNow orders have free shipping and free returns?

      Yes, we offer free returns on all U.S. orders of unworn and undamaged full-priced bras within 30 days of receiving and within 14 days for swimwear. All underwear is final sale, and not part of the TryNow program.

       

      What payment options do I have for my TryNow order?

      You can use a credit or debit card to check out with TryNow at this time. Gift cards are not accepted with a TryNow order, and TryNow orders cannot be used with any ‘buy now, pay later’ applications.

      Please note that if you use a debit card at checkout, an authorization – while only a temporary hold – does hold those funds and makes them unavailable for other purchases.

       

      Can I use a discount with a TryNow order?

      Yes! Valid discount offers apply to both traditional and TryNow purchases.

       

      How long do I have to try my item(s)?

      Your trial length is 7 days from receipt to return, as listed on the product detail page and in the checkout. We will send you reminder notifications at the beginning, two days out, and at the end of your trial.

       

      When does my trial period start?

      Your trial period begins when your package is delivered.

       

       

      I need more time -- can I extend my trial?

      You may reach out to hello@trynow.io to request a 1-3 day trial extension.

       

      How do I return items I do not want to purchase?

      You return TryNow items the same way you return standard purchases from CUUP, through our existing return process. Visit the Returns and Exchanges portal on our website to start.

       

      My trial ended and I was charged but now I want to return something -- is this still possible?

      Yes! You can follow our standard returns and refund policy. Be sure to check the Returns and Exchanges page on our website.

       

      Can I cancel my order?

      You may reach out to us at support@shopcuup.com to cancel your order. Keep in mind, if your order has already shipped, you will not be able to cancel, but you can follow our returns process to ensure you are not charged for any unwanted items.

       

      I ordered the wrong item. Can you update my order?

      You may reach out to us at support@shopcuup.com to update your order. If you ordered the wrong size and simply need to replace the item in your order, we can make that change if your order has not yet shipped. Other order changes will require an order cancellation and for you to place a new order with the correct items.

       

      Can I change the payment method I used to check out with TryNow?

      Once you check out with TryNow and an authorization is placed on your card, you are unable to change the payment method associated with your order.

       

      I never received an order confirmation -- why am I seeing a pending authorization on my card?

      When you place an order with TryNow, an authorization attempt is made on your card. If your checkout fails or does not complete, this authorization is immediately canceled.
      If you attempted to place an order but that order was not confirmed, rest assured that the authorization was canceled and will drop from your statement in 1-3 business days.

       

      Why do I see multiple authorizations on my card?

      Different card providers have a limit for how long a hold can be valid. MasterCard, Visa, and American Express have partnerships with TryNow that enable a single authorization for 30 days. Discover card shoppers have a limit of 5 days. For Discover shoppers, TryNow refreshes authorizations every 5 days by canceling the original authorization and replacing it with a new one. This ensures that we’re able to charge your card for kept items at the end of the trial. We only hold one authorization at a time, but it may take 24-48 hours for the expired authorization to drop off your statement.

       

      When will the authorization come off of my card?

      TryNow will charge and close your order after your trial + several days for any returns to process. At that point, the authorization will drop and you’ll be charged for the items you kept. Depending on your bank, it can take up to 24-48 hours for your statement to update.

       

      Why am I not seeing a refund on my card for my TryNow order?

      If you returned your items before the end of your trial, you will not see a refund on your card because you were never charged. When you check out with TryNow, we place an authorization on your card to reserve funds in the event that you keep all items. Because you are not charged until the end of your trial, any “refund” processed during that time simply directs TryNow to charge you for kept items. If you returned all the items in your order, the authorization will simply drop from your card.

       

      Moms for Moms

      For Mother's Day, we're partnering with Moms for Moms and donating 10% of sales between 4/26 and 5/8 (up to $10,000) in support of single moms in need. To learn more about Moms for Moms visit: https://www.momsformomsnyc.org/.