WHEN WILL MY ORDER SHIP?
We try our best to have orders shipped out within 24 working hours after the order has been placed. On rare occasion, orders may be delayed such as holidays, strikes and events due to unforeseen circumstances.
HOW LONG IS THE SHIPPING TIME?
If you have selected our UK 1-2 Day Delivery, you can expect your order within 1-2 working days from your order.
If you have selected our Free Standard Tracked Shipping. You can expect delivery within 5-12 days.
International orders outside of the UK take 7-15 days to arrive.
WILL I RECEIVE A TRACKING NUMBER?
We provide tracking for every order. Tracking will be available once your order is shipped along with the courier information.
United Kingdom: Royal Mail
Canada: Canada Post
United States: USPS
Ireland: AN Post
France: La Poste
Australia: Australia Post
For any countries not mentioned, please track with 17track.net
MY COURIER DOES NOT HAVE MY PARCEL YET
Your tracking number will update with your delivery courier once it has arrived in your country and has been passed over by UBI Smart Parcel.
If you wish to track your orders full journey, please track with UBI Smart Parcel directly.
CUSTOMS & DUTIES INFORMATION
We are happy to inform you that all customs and duties are covered by us prior to shipment. This means that you will not be required to pay any additional fees when your order arrives, no matter what country you are located in.
CAN I CANCEL MY ORDER?
You are able to cancel your order free of charge up until the point a shipping label has been created for your order and your order has left our facilities. Orders are typically processed 24 hours from purchase.
In the event that you would like to cancel an order that has already shipped unfortunately we will not be able to process a refund until the item has been returned to us, given that said item is unused and damage-free.
I HAVE ENTERED AN INCORRECT ADDRESS!
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via our contact us page. If the address is wrong, and the order has not been shipped, we can correct your address for you.
MY ITEM ARRIVED DAMAGED
If this happens to you, please contact us with:
- Your order number.
- A picture or video of the damaged product.
Once received, we'll be happy to send out another free of charge.
ITEMS NOT RECEIVED BUT TRACKING SHOWS THEY HAVE BEEN DELIVERED
This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail website by filling in a signature request form.
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?
If we still haven't managed to answer your question please feel free to contact us.