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MENUMENU
  • SHOPPING
        • Popular searches
          • Christmas & Holiday Shopping
          • New In
          • The Best Sellers-From Stock
          • Heavy Metal Time
          • Animal Print
          • Boots
          • Original Wulfrun Creeper
          • Original Steel Cap Stormer Boot
          • Manchester 81
        • Collaborations
          • Underground x Long Clothing
          • Underground x Motörhead
        • Footwear - Original
          • Original Creepers - Made in the UK
          • Original Creepers
          • Original Steel Caps
          • Winklepickers
          • Soundwave
          • Lex
          • Vegan Friendly
          • Boots
          • Shoe Care
        • Footwear - Custom Made
          • Custom Made - Creepers
          • Custom Made - Steel Caps
          • Custom Made - Winklepickers
          • Custom Made - Lex
        • Fashion & Lifestyle
        • Clothing: Halfmoon
          • Halfmoon - Skirts
          • Halfmoon - Hoodies
          • Halfmoon - Sweatshirts
          • Halfmoon - T-Shirts
        • Accessories
          • Beanies / Berets / Hats
          • Belts / Wristbands / Neckbands & Chokers
          • Jewellery
          • Enamel Pins
          • Padlocks
          • Bags
          • Footwear Accessories
          • Shoe Care
        • Books & Prints
          • Books
          • Limited Edition & Rare Books
        • Outlet
          • Outlet - Footwear
            • UK SIZE 2
            • UK SIZE 3
            • UK SIZE 4
            • UK SIZE 5
            • UK SIZE 5.5
            • UK SIZE 6
            • UK SIZE 7
            • UK SIZE 8
            • UK SIZE 9
            • UK SIZE 10
            • UK SIZE 11
            • UK SIZE 12
          • Outlet - Clothing
          • Outlet - Accessories
        • Gifts
          • Gifts - under £25.00
          • Gifts - £26.00-£50.00
          • Special Gifts
          • e-Gift Card
  • UNDERGROUND
        • Our History
        • Our Brand Values
        • Subculture & Arts Blog
        • Press Features Gallery
        • Events
        • Underground Soundwave – Bands
        • Underground Soundwave – Video Interviews
        • Underground Soundwave – Sessions
        • Underground Soundwave – Never Known Live Music
        • Underground X Rebel Reel Club
        • Bootlickers Radio Show

FAQs

English 中文

Our Brand

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, our Soho Store in London and from a network of selected retailers around the world.

Our Products

Where are Underground Products manufactured?

Underground Products are manufactured by our selected suppliers primarily in the UK and Europe. Our Original Creepers, Winklepickers and Steel Caps are manufactured in the UK or Portugal with a very limited number of Creepers produced in China. Our Jungle and Nox collections are produced in China.

Are Underground Footwear products made from leather?

We recognise that our customers have ethical and lifestyle choices. We only use the best quality materials to produce our footwear and select genuine leather or a sustainable eco-friendly
alternative. The material content is detailed alongside each of our footwear products.

Ordering

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.

Payment

Are credit card transactions on Underground Shop

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?

Payment can be made with most major credit and debit cards, by PayPal or Bank Transfer.

Does the Underground UK Online Store charge VAT?

Orders that are being shipped outside of the European Union are NOT charged VAT. We are required to charge VAT on all orders shipped to countries within the European Union.

Can I change the currency on the web store?

ALL orders placed are charged in sterling (GBP)

Shipping

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.

Returns and Exchanges

What happens if I don’t like the product that I purchase on-line 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 and 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.

Online Support Desk

Can I speak to one of the team at Underground?

Yes, we have a dedicated online support desk.
The contact number from our UK customers is: 020 8065 0290
The contact number for our international customers is: + 44 20 8065 0290

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.

關於我們的品牌

Underground的起源是? Underground是一個位於倫敦的英國獨立設計品牌

關於我們的產品

Underground的鞋類製品是真皮製作的嗎? 除了一些特殊的設計和材質像織品、格紋毛呢、亮粉、絨布及特別的金屬配飾之外,鞋身皆由100%全真皮製造。我們也會特別用人造皮製作鞋身有利於環境保護,我們的顧客服務熱線平台即可提供特別皮料訂製的服務

關於您的訂購

如何知道適合自己穿著的尺碼呢? 在網站上, 我們提供完整詳細的產品尺寸訊息,如果您有更換尺寸或款式的要求,請先參考我們的使用條款申明,我們將遵照此條件作為更換服務。

如果在網站上找不到自己想要的款式和尺寸,我仍可以訂購此商品嗎? 是的。即使您所想要的款式或尺寸無法在網站上找到,我們仍能夠嘗試提供您所需的款式、皮料或尺寸。客訂專單區 (Reloaded Section) 提供多種款式選擇,假如您仍然無法在此找到您所想要的款式或尺寸,您可以與我們的線上支援團隊聯繫。請發送電子郵件至customerservice@underground-england.com。

已經售完的商品還會再進貨嗎? 會的。我們許多的款式會在各季節持續呈現,我們也會再進貨售完的產品。若您想要購買特定的款式或尺寸但網站上卻顯示已經售完,您可以與我們的線上支援團隊聯繫。請發送電子郵件至customerservice@underground-england.com。

從客訂專單區 (Reloaded Section) 訂購的商品,其配送時間會顯示在產品頁面上。從客訂專單區 (Reloaded Section) 所訂購的每項商品都被視為特殊產品生產。一般而言,從訂購至配送時間約為八周至十周,如果正值購物高峰季或時逢節慶假期,您可能需要等待十二周 。如果您需要更多的資訊或協助,請您與我們的線上支援團隊聯繫

關於付款

在underground-england.com使用信用卡付款安全嗎? 所有提交給我們的交易都透過SSL軟件進行加密。我們不會存取您信用卡的交易信息,且能夠確保您的信用卡信息是機密的、安全的。

為什麼在信用卡餘額充足的情況下,我仍無法使用線上付款? 為維護交易安全,您的發卡機構可能強加更高的安全級別以防止欺詐交易。您可以與您的發卡機構聯絡以解決此付款問題

有哪幾種付款方式?

我們接受信用卡、金融卡 (借記卡)、PayPal以及銀行轉帳

在Underground的網站上購物會被收取消費稅嗎? 依包裹到達的目的地國家而定。如果您的包裹是配送至非歐盟國家,您是不會被收取消費稅的; 但若您的包裹配送至歐盟境內國家,您將會被收取消費稅。

在Underground的網站上能夠選擇不同幣別付款嗎? 所有的訂單都是以英鎊 (GBP) 結帳

關於商品配送

Underground提供國際運送服務嗎? 在全球,我們提供大多數國家運送服務,運送國家的完整列表可以在配送頁面查看。如果您的國家不在列表中,您可以與我們的線上支援團隊聯繫,請發送電子郵件至customerservice@underground-england.com

Underground的商品從哪裡配送?寄件需要多久的等待時間呢? 所有的訂購商品都將從英國的配送中心寄出。您訂購的商品將透過DHL 和 DPD國際快遞服務配送。所有訂單都會被追蹤和記錄,我們因而能隨時配置出貨

關於退貨和換貨

如果我對所購買的商品不滿意,可以換貨嗎? 如果您對所購買的商品不滿意,只要您還沒有穿過,您可以選擇更換產品或者更換尺寸–詳細訊息請詳閱使用條款說明。

要如何取消或者重新編輯我的訂單? 您可選擇處理中訂單 (PENDING ORDER)以完成您的訂單修改,詳細訊息請參考使用條款說明。但若您的商品已經被配送,我們將無法再修改您的訂單內容。

如果選擇退貨,運費會退還給顧客嗎? 抱歉,運費是無法退還給顧客的

關於線上支援團隊

如果有任何疑問,我可以撥打電話給Underground顧客服務部門嗎? 當然,我們線上支援團隊非常歡迎您的來電

如果您位在英國,請您撥打020 8065 0290 如果您位在英國以外地區,請您撥打+44 2080650290

如果有任何疑問,可以透過電子郵件聯絡Underground 顧客服務部門嗎? 當然,請您發送您的電子郵件至customerservice@underground-england.com。我們的團隊致力於提供線上顧客任何所需的協助。我們的營業時間為倫敦時間之星期一至星期五,早上九點半至下午六點半

About Us

  • Our Brand Values
  • Our History
  • Made in the U.K.
  • Sustainability
  • Social Responsibility

Underground

  • Underground Soundwave – Bands
  • Events
  • Collaborations
  • PRESS FEATURES GALLERY

Contact

  • Personal Shopper Service
  • Contact – Online Order
  • Contact – General Enquiry
  • Contact – Press
  • B2B – Global Sales
  • Careers

Customer Service

  • My Account Login
  • FAQs
  • Custom Made Service – Information Page
  • Shipping Rates & Delivery Times
  • Shipping to the EU
  • Shipping to China
  • Payment Options
  • Returns Policy
  • Returns Request
  • Size Chart
  • Shoe Care Information
  • e-Gift Card Balance
  • e-Gift Card

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© Underground | All rights reserved 1999-2023

"Underground"® and "Under"® are registered Trademarks Underground Retail Ltd has been granted a Licence to use and display these Trademarks. Organisations, individuals and all other entities that directly, or indirectly infringe, the Trademark(s), or any infringing mark, will be subject to legal action for unauthorised activity in relation to "Underground" ® and "Under" ® Trademarks or any infringing mark. Copyright - Images, source code and design content of this website in entirety is Copyright and this website, or part thereof, may not be copied, reproduced, republished, uploaded, posted, transmitted or distributed in any form/format, except for viewing purposes, without prior written consent of Underground Retail Ltd and/or its Licensor. This prohibition also includes framing the content of any part of this site, as well as unauthorised linking.

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