Where is Underground from?

Underground is an independent British company,founded in 1981 in Manchester and now based in London.

Where can I buy your products?

Underground products can be bought from our Online Store and from a network of selected retailers around the world.

How do I know which size to buy?

We have a comprehensive Size Chart on our website that details all the sizes. This provides the size measurements for each of our product ranges. Remember that we can usually exchange the product you have purchased for an alternative size/style, please refer to the Terms & Conditions.

If I want a style or size that is not shown on this website, can I place an order for it?

Yes, we may be able to supply you with styles or sizes that are not shown on the web store. There is a very large selection of styles in our Reloaded section and if you cannot find the style or size there then please check with our online support desk – customerservice@underground-england.com

Do you ever restock items that are sold out?

Yes, many of our styles remain within our collection across the seasons and we will re-stock them. If you require a specific style or size that is not showing as available then please check with our online support desk – customerservice@underground-england.com

When I order from the RELOADED section on the web store, how long will I need to wait for my order to be delivered?

The delivery time for products ordered from our RELOADED section is listed on the product page. The delivery can time can take up to 8-12 weeks in the peak season. Each product from our RELOADED category is produced as a Special Order for you on our production line. Please check with our online support desk if you need more information.

How do I know which size to buy?

We have a comprehensive Size Chart on our website that details all the sizes. This provides the size measurements for each of our product ranges. Remember that we can usually exchange the product you have purchased for an alternative size/style, please refer to the Terms & Conditions.

If I want a style or size that is not shown on this website, can I place an order for it?

Yes, we may be able to supply you with styles or sizes that are not shown on the web store. There is a very large selection of styles in our Reloaded section and if you cannot find the style or size there then please check with our online support desk – customerservice@underground-england.com

Do you ever restock items that are sold out?

Yes, many of our styles remain within our collection across the seasons and we will re-stock them. If you require a specific style or size that is not showing as available then please check with our online support desk – customerservice@underground-england.com

When I order Custom Made products from the online shop, how long will I need to wait for my order to be delivered?

The delivery time for products ordered from our Custom Made is listed on the product page. The delivery can time can take up to 8-12 weeks in the peak season. Each product from our Custom Made category is produced as a Special Order for you on our production line. Please check with our online support desk if you need more information.

Are credit card transactions safe and secure on the Underground Online Store?

Yes, all transactions are safe and secure as they are processed through an SSL data encrypted payment gateway. We do not store credit card information data on our web site/system.

Why would my card be declined when I have sufficient funds in my account?

For your protection your card issuer may impose an additional security requirement to reduce fraudulent transactions. You should contact your Card Issuer to discuss the reason for the declined payment.

For your security we operate a Secure Encrypted Payment Processing system and the order checkout requires you to enter the 3 digit security code (CVV or CSC) for Visa or MasterCard which is shown on the REVERSE of your payment card. Amex Cards have 4 digit codes shown on the FRONT of the card.

Additionally we operate the 3D Secure Verified by Visa and MasterCard and Strong Customer Authentication (SCA). This protects your card against unauthorised transactions, giving you complete confidence when shopping online. Your Visa / MasterCard transaction will only be authorised when you enter your personal password on the Verification Page – you can register on the Verification Page to get your 3D Secure password or go online to register direct with your Card Issuer/Bank.

What are my payment options?

Payments can be made with most major credit and debit cards, by PayPal, Klarna, Clearpay and by Bank Transfer.

Does the Underground Online Store charge VAT?

We are required to charge VAT on all orders shipped delivery addresses within the UK and to countries within the European Union.

Can I change the currency on the Underground Online Store?

At this time we only offer payment for your transaction in Sterling (GBP).

Do you Ship worldwide?

We ship to worldwide to most countries. A full list of countries that we ship to are listed on the Shipping/Delivery information page. If your country is not listed then please contact our online support desk – customerservice@underground-england.com

How is my order shipped to me and how long will it take?

All orders are shipped from our UK distribution centre. They are shipped through recognised International express couriers including FedEx, DHL and DPD. All orders are tracked and recorded so that we can locate your shipment at any time.

What happens if I don’t like the product that I purchased Online, can I exchange it?

Customers can exchange any purchase for another product or an alternative size so long as the product has not been worn. Please see Terms & Conditions.

How do I cancel or change an order?

Please refer to the Terms & Conditions section and go to “Purchase Order and Acceptance” to make your amendment. We are unable to change the details of your order after it has been dispatched.

Will I receive a refund for the postage if I return my order?

Shipping/Postage costs are not normally refundable.

Can I speak to one of the Online Team at Underground?

Yes, we have a dedicated online Support Desk. The contact number from our UK customers is: 020 8106 0820 The contact number for our international customers is: + 44 20 8106 0820

Is there an e mail address I can send my enquiry to?

Yes, the email address – customerservice@underground-england.com is dedicated to support for our online customers and operates between 09.30hrs-17.30hrs GMT Monday –  Friday.

11th December 2023
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