Returns Policy
The following conditions apply to Return of products:
Custom Made orders – As these products are custom manufactured to your personal requirements, size and materials we are unable to accept return of these products for a refund.
All other products – Refund will only be made on condition that:
– the product must not have been worn (except for initial fitting, as you would do in a store/shop).
– the product must be in original condition.
– you must not have removed the swing tags / product labels.
– you must return the product, wrapped in the original tissue paper, in its original branded box.
– you must NOTIFY us within 14 days, following the date of delivery, to your delivery address.
During the Christmas & Holiday season our Returns period is extended.
For Online Orders that are received between 1st December and 23rd December 2023 you will need to notify us of the requirement to return the product by 3rd January 2024.
Orders received after 23rd December 2023 will be subject to the standard 14-day notification period following the date of delivery to you.
Returns Process
If all of the above conditions are satisfied you should initiate your Return via:
‘My Account’
Click here – Returns
Alternatively, you can send an email or letter to Customer Service, (we are unable to accept Return notification by telephone or text message).
For qualifying returns, we will send you an email with the Returns Merchandise Authorisation Number & Returns Address.
You then have a further 14 days to return your order to the address advised in the email and you must comply with the following:
– 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.
– clearly display the Returns Merchandise Authorisation Number and the Returns Address, on the OUTSIDE of the parcel.
As a UK customer, you can either return your product(s) via the UK postal service or a shipping 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. You may want to choose a Signed-for / Tracked service or ensure you retain a proof of posting / receipt from your shipper for the returned parcel, as product(s) lost during transit cannot be refunded.
Also please note we are not responsible for any products / items that are returned to our Warehouse as a result of your error (it does happen occasionally!). If we can locate those items (it may not always be possible) and you would like those items returned to you, this can be arranged, a cost for handling & shipping will apply.
Refund Policy
Following receipt of your Return parcel at our Warehouse our Quality Control Team will inspect the returned goods.(Please note we retain a digital photographic record of all Return products). We will email confirming acceptance that the products are in their original condition and your Return is being processed for refund.
Your refund will be issued using your original payment method. The refund will be processed within 14 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 stated in the original order.
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 Policy
The following conditions apply to Return of products:
Custom Made orders – As these products are custom manufactured to your personal requirements, size and materials we are unable to accept return of these products for a refund.
All other products – Refund will only be made on condition that:
– the product must not have been worn (except for initial fitting, as you would do in a store/shop).
– the product must be in original condition.
– you must not have removed the swing tags / product labels.
– you must return the product, wrapped in the original tissue paper, in its original branded box.
– you must NOTIFY us within 14 days, following the date of delivery, to your delivery address.
During the Christmas & Holiday season our Returns period is extended.
For Online Orders that are received between 1st December and 23rd December 2023 you will need to notify us of the requirement to return the product by 3rd January 2024.
Orders received after 23rd December 2023 will be subject to the standard 14-day notification period following the date of delivery to you.
Returns Process
If all of the above conditions are satisfied you should initiate your Return via:
‘My Account’
Click here – Returns
Alternatively, you can send an email or letter to Customer Service, (we are unable to accept Return notification by telephone or text message).
For qualifying returns, we will send you an email with the Returns Merchandise Authorisation Number & Returns Address.
You then have a further 14 days to return your order to the address advised in the email and you must comply with the following:
– 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.
– clearly display the Returns Merchandise Authorisation Number and the Returns Address, on the OUTSIDE of the parcel.
Parcels without this label may be rejected by the Tax/Customs Bureau and your parcel may be returned to you.
Please note an administration charge maybe applied to your refund if you do not comply with the above.
As an International customer, you can either return your product(s) via your local Postal Service or use a shipping service of your choice.
Generally these delivery services have transit times of 5-10 days, depending on the service level you have chosen.
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. You may want to choose a Signed-for / Tracked service or ensure you retain a proof of posting / receipt from your shipper for the returned parcel, as product(s) lost during transit cannot be refunded.
Also please note we are not responsible for any products / items that are returned to our Warehouse as a result of your error (it does happen occasionally!). If we can locate those items (it may not always be possible) and you would like those items returned to you, this can be arranged, a cost for handling & shipping will apply.
Returns Refund
Following receipt of your Return parcel at our Warehouse our Quality Control Team will inspect the returned goods.(Please note we retain a digital photographic record of all Return products). We will email confirming acceptance that the products are in their original condition and your Return is being processed for refund.
Your refund will be issued using your original payment method. The refund will be processed within 14 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 stated in the original order.
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.
Custom-made orders – As these products are custom manufactured to specific requirements we are unable to accept return of these for Exchange or Store Credit.
All other products – We do not accept products for refund, however we do provide Store Credit for your use on future purchases from this website.
The following apply to Return of products on condition that:
– the product must not have been worn (except for initial fitting, as you would do in a store/shop).
– the product must be in original condition.
– you must not have removed the swing tags / product labels.
– you must return the product, wrapped in the original tissue paper, in its original branded box.
Return
If all of the above conditions are satisfied you should initiate your Return via:
‘My Account’
Alternatively, you can send an email or letter to Customer Service, (we are unable to accept Return notification by telephone or text message).
For qualifying returns, we will send you an email with the Returns Merchandise Authorisation Number & Returns Address.
You then have a further 14 days to return your order to the address advised in the email and you must comply with the following:
– 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 SHOE BOXES.
– clearly display the Returns Merchandise Authorisation Number and the Returns Address, on the OUTSIDE of the parcel.
You will be responsible for payment of Shipper/Carrier costs 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 as product(s) lost during transit cannot be refunded.
Also please note we are not responsible for any products / items that are returned to our Warehouse as a result of your error (it does happen occasionally!). If we can locate those items at the Warehouse, it may not always be possible, and you require those items returned to you, this can be arranged, a cost for handling & shipping will apply.
Store Credit / Exchange
Following receipt of your Return parcel at our Warehouse we will inspect the returned goods. Please note we retain a digital photographic record of all Return products. We will email confirming acceptance that the products are in their original condition and your Return is being processed for exchange of size, style or Store Credit.
Product(s) received in a worn/used condition cannot be Exchanged of Size, Style or Store Credit and will be returned to you at the delivery address stated in the original order.
The above Policy does not affect your Statutory Rights.
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