EU ORDERS DELAYED UPDATE 24/12/20 - Due to pervious border restrictions, some orders made after the 20th December 2020 are experiencing long delays and we are no longer able to guarantee delivery times due to the backlog.
If you have already placed an order with us we will endeavour to have your order shipped out as soon as possible and will continue to dispatch.
New European orders please be aware that your order could take up to 3 weeks for delivery.
If you have contacted our Customer Service team, please be patient, we will respond to your query as soon as possible. We apologise for any inconvenience this may cause and appreciate your patience and understanding during this difficult and busy period if you would like to cancel your order please send us an email with your order reference number. Thank you.
OUR SHIPPING SERVICES
We offer fast worldwide delivery and UK Standard & Next Day Delivery Plus Saturday and Sunday Delivery and Free In store Click & Collect (1:30pm cut off) Please select your preferred service and enter your address at checkout to get exact pricing and delivery times. Next Day Delivery orders placed after cut off will be dispatched the next working day with premium 24 hour delivery service.
All our delivery services are fully tracked. Your Tracking number will be sent to you when your order has been packed & dispatched by us.
We also offer free text message notifications on all orders (Please add your Mobile Phone Number at checkout) We will not use this number for any other reason unless to contact you about your order and update you with tracking notifications.
(TAX FREE SHOPPING)
WE OFFER INTERNATIONAL TAX-FREE SHOPPING WHEN ORDERING OUTSIDE THE EU PAY ZERO TAX - 20% (reduction) THIS WILL UPDATE AUTOMATICALLY IN CART WHEN YOUR DELIVERY AND SHIPPING ADDRESS HAS BEEN ENTERED AT CHECKOUT
We do not charge any customs duties on international shipments. If any additional customs/duty charges are incurred during your shipment, they are not calculated or monitored by us nor are they the responsibility of us. While we do not expect there will be any additional charges attached to your order, we recommend that you check with your local customs officials or Post Office for more information regarding importation taxes/duties on goods purchased from the United Kingdom that may apply to your online order with us.
(DELIVERY TIMES AND SERVICES)
PLEASE NOTE: The majority of our International orders will be delivered via DPD (INTERLINK) or Royal Mail. Please select your preferred available service at checkout. Here you will also get estimated time of arrival.
International customers may receive an additional email when we receive the order. This is to confirm the identity and delivery address due to increased security procedures required for overseas transactions. Normally we will require your email address and mobile phone number so please provide at checkout to save any delays with your order.
DELIVERY CHARGES & TIMES
Please note whilst we will do our best endeavours to meet those standards above. However because delivery is carried out by third-party organisations we cannot guarantee the delivery times above. Please be aware that in busier periods and sale times where we may be experiencing high order volumes and problems with carriers we regret to inform you that we can not offer postage refunds for delayed items Unless you have selected a guaranteed special delivery service.
Taking in Deliveries. Due to the value of our goods we do not allow safe place deliveries, Someone must be available to take your delivery in, or you will have the option to divert your order to a neighbour or a local drop shop. Please make sure you inspect your parcel for any external damages before you accept it from the courier. if the packaging is open or damaged please decline the delivery or request the courier to place a note stating the packaging is damaged and take a photo is possible. We can not accept any missing items claims if these steps are not taken.
Christmas Gift Orders (Extended returns)
Orders placed in November/December will have until 14th January or 30 Days from date or order for returns (whichever is greater) to allow for unsuitable gifts to be returned.
For any further information on our delivery please call us on UK 0121 277 4922 Outside UK +44 121 277 4922 (MONDAY -FRIDAY 10am - 5pm UK Time) or email us at email@example.com
We have extended our standard returns policy from 14 to 30 days for a full Refund or Exchange. Our simple step by step returns form will be included in your order. You can also download our returns form below.
If you are not completely satisfied with your purchase with us, we will happily offer you a full refund or exchange. You are entitled to a full refund or exchange within 30 days. Please follow the returns form provided or use the download above.
You then need to return your item(s) within 30 days (of order date) in a perfect, resalable condition with all labels and security tags attached.
We will refund you the value you paid via the original method of payment. Typically, this will be done within 3-5 working days of receiving ?your return. During Sale periods please allow extra time for returns to be processed. We regret to inform you that postage fees will not be refunded.
Can I return items into the store?
- No, we do not accept website returns in store, please follow the instructions on the form provided with your order or use the returns form download above
- The cost of returning the item to us is your responsibility.
How to return your order?
-Simply complete the returns form issued with your order or click on the returns form download above.
- Fill out the returns form highlighting what you would like to return and exchange.
If your item(s) is damaged or has a manufacturing fault, we may be able to offer alternatives such as repair or exchanges. In most cases, you will need to return your item(s) for assessment by our returns department. If you are a UK customer, please return your product(s) using the Royal Mail returns service listed above. If you are a customer based outside of the UK, please contact our customer care team for return shipping instructions.
Goods are classified as faulty if they are received damaged, or where a genuine manufacturing fault occurs within 30 days of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted.
ONU Designer wear cannot accept any responsibility for damaged items or where a fault occurs after a period of 30 days has passed since purchase. In some cases, we may be able to resolve these matters with the manufacturer but we cannot make any guarantees and these matters will be dealt with on a case by case basis.
Once the item(s) is returned a member of our customer care team will inspect the item to determine the cause of the fault and whether you are entitled to a refund, exchange or repair. In some cases, we will have to liaise with the supplier directly.
Where possible faulty items will be repaired either by ONU Designer wear or by the manufacturer. Most manufacturer repairs usually take between 2 -6 weeks depending on the fault, however, you will be advised of this should your item need to be repaired.
If an exchange is offered on a faulty item please be aware that we are only able to do so subject to availability. A full refund will only be offered if the item cannot be repaired or replaced within a reasonable length of time.
For any further information on our returns policy please call us on UK 0121 277 4922 Outside UK +44 121 277 4922 (MONDAY -FRIDAY 10am - 5pm UK Time) or email us at firstname.lastname@example.org