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 (1:30 pm cut off) Please select your preferred service and enter your address at checkout to get the 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.
We do not charge any customs duties on international shipments. If any additional customs/duty charges are applicable to your order these will be calculated at checkout and you will have an option to pay at checkout or when your shipment arrives, they are not calculated or monitored by us nor are they our responsibility. 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 or DHL or Royal Mail. Please select your preferred available service at checkout. Here you will also get an 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 them 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 if possible. We can not accept any missing items claims if these steps are not taken.
For any further information on our delivery please call us on 0121 277 4922 (UK) or +44 121 277 4922 (outside UK), WhatsApp +44 7845 246512 (Monday -Friday 10am - 5pm GMT) or email us at firstname.lastname@example.org
OUR STANDARD RETURNS POLICY
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.
CLICK HERE TO DOWNLOAD A RETURNS FORM
Please inspect your item before use and do not remove any tags until you are completely satisfied with your purchase. If the item is unworn with tags still attached 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 need to return your item(s) within 30 days (of order date) unworn/unused with all labels and security tags attached. Please keep in mind we reserve the right to refuse the returned products and send them back to your address if the products have been used/worn and the security tags are missing.
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 sales and busy 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 to the store?
- No, we do not accept website returns in-store, please follow the instructions on the returns 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.
- Please contact the Customer Service team regarding your exchange request so we can check availability of the item or provide alternative options. Then simply 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 the 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 and exchanges policy please call us on 0121 277 4922 (UK) or +44 121 277 4922 (outside UK), WhatsApp +44 7845 246512 (Monday -Friday 10am - 5pm GMT) or email us at email@example.com