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Returns Policy

ENGLISH 中文

RETURNS – UK CUSTOMERS

Please initiate a return via your ‘Account’ page, or by using the returns form if you have no account.

If you want to Return your order you must NOTIFY US, by email, fax or letter within 14 days following the date of delivery.

THE NOTIFICATION DATE IS EXTENDED DURING THE CHRISTMAS/NEW YEAR PERIOD TO THE 08.01.20 FOR ORDERS DELIVERED TO YOUR ADDRESS BETWEEN : 01.12.19-24.12.19.

We will then send the RMA confirmation /email with the return details to you and you then have a further 14 days to return your order to the address advised in the email.

Returns can be processed through our automated system – however, we want to make sure the process of returning the order and receiving your replacement goods is with the minimum of effort. You can contact us directly by email and we will help take care of the process and keep you informed along the way.

As a UK customer, you can either return your product(s) via the Royal Mail / Parcelforce or other Carrier / Courier service of your choice.

You will need to pay the cost of the postage/shipping to return your order to our Warehouse address and you are responsible for the product(s) until your order/parcel is received at our Warehouse address. Ensure you retain a receipt from your carrier/shipper for the returned parcel, as product(s) lost during transit cannot be refunded.

We can process your Return promptly but to do this you must ensure you comply with the following:

– you must not have worn the product (except for initial fitting).

– you must not have removed the swing tags / product labels.
you must return the product in its original branded box together with the tissue paper.

– you must protect the shoe box during shipment, e.g. plastic / courier bag or another box, YOU MUST NOT APPLY ADHESIVE TAPE OR LABELS DIRECTLY TO THE BOX.

– you must clearly display the Returns Merchandise Authorisation Number and the Returns Address, notified to you in the Returns E-mail, on the OUTSIDE of the parcel.

Please note an administration charge maybe applied to your refund if you do not comply with the above.

Following receipt of your parcel at our Warehouse we will inspect the return goods and we will send you an email confirming acceptance that the goods are in their original condition and the processing of your Refund.

The refund, when applicable, will be made to the payment card used in the original transaction, the refund will be processed within 14 – 21 days of receipt at our Returns address.

Product(s) received in a worn/used condition cannot be refunded and will be returned to you at the delivery address shown in the original order. Please note we retain a digital photographic record of all Return products.

The above requirements apply to all orders received by Underground Retail Ltd via the Online Shop / Telephone Order.

The above Policy does not affect your Statutory Rights.

RETURNS - INTERNATIONAL CUSTOMERS

Please initiate a return via your ‘Account’ page, or by using the returns form if you have no account.

If you want to Return your order you must NOTIFY US, by email, fax or letter within 14 days following the date of delivery.

THE NOTIFICATION DATE IS EXTENDED DURING THE CHRISTMAS/NEW YEAR PERIOD TO THE 08.01.20 FOR ORDERS DELIVERED TO YOUR ADDRESS BETWEEN : 01.12.19-24.12.19.

We will then send the RMA confirmation /email with the return details to you and you then have a further 14 days to return your order to the address advised in the email.

As an International customer, you can either return your product(s) via your local Postal Service or use a Carrier / Courier service.

Generally these delivery services have transit times of 5-14 days, depending on the service you have chosen.

Please note you will have to pay the cost of the postage/shipping to return your order to our Warehouse address and you are responsible for the product(s) until your order/parcel is received at our Warehouse. Ensure you retain a receipt from your carrier/shipper for the returned parcel, as product(s) lost during transit cannot be refunded.

International returns must use the label provided in the Returns E-Mail. This label must be clearly displayed on the outside of your parcel, any parcels without this label will be rejected at customs and will not be able to receive a refund or exchange.

To ensure we can process your Return promptly please ensure you comply with the following:

– you must not have worn the product (except for initial fitting.

– you must not have removed the swing tags / product labels.

– you must return the product in its original branded box together with the tissue paper.

– you must protect the shoe box during shipment, e.g. plastic / courier bag or another box. YOU MUST NOT APPLY ADHESIVE TAPE OR LABELS DIRECTLY TO THE BOX.

– you must clearly display the Returns Merchandise Authorisation Number and the Returns Address, notified to you in the Returns Email, on the OUTSIDE of the parcel.

Please note an administration charge maybe applied to your refund if you do not comply with the above.

Following receipt of your parcel at our Warehouse we will inspect the return goods and we will send you an email confirming acceptance that the goods are in their original condition and the processing of your Refund.

When applicable, the refund will be made to the payment card used in the original transaction, the refund will be processed within 21 days of receipt at our Returns address.

Product(s) received in a worn/used condition cannot be refunded and will be returned to you at the delivery address shown in the original order. Please note we retain a digital photographic record of all Returns products.

The above requirements apply to all orders received by Underground Retail Ltd via the Online Shop / Telephone Order.

The above Policy does not affect your Statutory Rights.

退货条款-英国顾客

请通过您的“帐户”页面进行退货,或者如果您没有帐户请使用退货申请表格。

退货可以通过我们的自动系统处理,然而我们想要确保您能顺利完成退货过程并且以最少花费得到更换,所以您可以直接发送邮件到sale@underground.co联系我们。我们将帮助您留意整个退货过程并且一直通知您最新的情况。

您居住在英国,您可以选择通过Royal Mail/ Parcelforce或其它您选择的快递服务来退回产品。

您需要支付退回到我们仓库地址的邮寄费/航运费。在我们的仓库收到产品/包裹前,您需要一直对这个产品/包裹负责。您需要确保您保留此产品/包裹的快递单,因为在传输过程中产品丢失一概不能退款。

我们会及时处理您的退货,但请您在退回货品前必须确保您遵守以下几点:

– 请勿穿戴这个产品(除了在店内初次试穿)。

– 请勿拿掉这个产品吊牌和标签。

– 必须将这个产品放在原有的鞋盒和原包装纸内。

– 必须在运输期间保护鞋盒,如另外用塑料袋、快递袋或另一个盒子装好。

– 请勿直接粘贴胶带或标签在鞋盒上。

– 在您向我们申请退货后,我们会用电子邮件告知您退货授权码、退货期限及退货地址,请您务必将准确的退货授权码及退货地址清楚地标示在您退回的包裹外包裝上然后寄出。

请注意如果您没有做到以上几点,您的退款可能会扣除相应的退货处理费用或甚至无法被处理。

在我们仓库收到您的包裹后,我们将检查退货产品,然后会给您发送电子邮件确认收到货物的原始情况并且处理您的退款。

在一切检查完后,若退货产品及退货流程一切无误,退款将内21天内退回您交易时使用的支付卡内。

如果收到的产品有穿过或使用过的痕迹,我们将不能退款并且产品将被寄回到您最初下订单时的原始地址。请注意我们会保留退货产品的照片以及数位摄影的记录。

以上要求适用于所有通过Underground 零售有限责任公司在线商店和电话购物的订单。上述政策并不影响您的法定权利。

退货条款- 国际顾客

请通过您的“帐户”页面进行退货,或者如果您没有帐户请使用退货申请表格。

您居住在英国以外的地区,您可以选择通过您当地的快递公司或其它您选择的快递服务来退回产品。

通常情况下,寄件时间会用到5-18天的时间,因您选择的快递公司而异。

请注意您需要支付退回到我们仓库地址的邮寄费。在我们的仓库收到产品/包裹前,您需要一直对这个产品/包裹负责。您需要确保您保留此产品/包裹的快递单,因为若是在传输过程中产品丢失一概不能退款。

国际退货必须使用我们在电子邮件中提供的退货专用寄件标签。这个标签必须清楚地粘在您的包裹外,任何没有这个标签的包裹将会在海关处被扣留,您将无法收到退款或换货。

我们会及时处理您的退货,但請您在退回货品前必须确保您遵守以下几点:

– 请勿穿戴这个产品(除了在店内初次试穿)。

– 请勿拿掉这个产品吊牌和标签。

– 必须将这个产品放在原有的鞋盒和原包装纸内。

– 必须在运输期间保护鞋盒,如另外用塑料袋、快递袋或另一个盒子装好。

– 请勿直接粘贴胶带或标签在鞋盒上。

– 在您向我们申请退货后,我们会给您发送电子邮件。邮件中有一个附件,是退货专用的寄件标签,标签内容已经清楚显示退货授权码、退货期限、原寄件单号和退货地址。请您务必将此寄件标签准确打印出来,并粘贴在您将退回的包裹外包装上,再寄出。

请注意如果您没有做到以上几点,您的退款可能会扣除相应的处理退货的费用或甚至无法被处理。

在我们仓库收到您的包裹后,我们将检查退货产品,然后会给您发送电子邮件确认收到货物的原始情况并且处理您的退款。

在一切检查完后,若退货产品及退货流程一切无误,退款将内21天内退回您交易时使用的支付卡内。

如果收到的产品有穿过或使用过的痕迹,我们将不能退款并且产品将被寄回到您最初下订单时的原始地址。请注意我们会保留退货产品的照片以及数位摄影的记录。

以上要求适用于所有通过Underground 零售有限责任公司在线商店和电话购物的订单。上述政策并不影响您的法定权利。

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