Where is Underground from?
Underground is an independent British company based in London.
Are Underground Footwear products made from leather?
With the exception of styles produced using easily defined textile materials including tartan, glitter or velvet, all of our products are produced with a 100% leather upper.
We do produce some of our products in a Vegan friendly material and details of those may be obtained from our help desk.
How do I know which size to buy?
We have a comprehensive size chart on our website that details all of the sizes. This provides details of the size measurements for each of our product ranges. Remember that we can usually exchange the product you have purchased for an alternative size/style please refer to the Terms & Conditions.
If I want a style or size that is not shown on this website, can I place an order for it?
Yes, we may be able to supply you with styles or sizes that are not shown on the web store. There is a very large selection of styles in our Reloaded section and if you cannot find the style or size there then please check with our online support desk email@example.com
Do you ever restock items that are sold out?
Yes, many of our styles remain within our collection across the seasons and we will re-stock them. If you require a specific style or size that is not showing as available then please check with our online support desk firstname.lastname@example.org
When I order from the RELOADED section on the web store, how long will I need to wait for my order to be delivered?
The delivery time for products ordered from our RELOADED section is listed on the product page. The delivery can time can take up to 12 weeks in the peak season. Each order from our RELOADED category is produced as a special order on our production line. Please check with our online support desk if you need some more information.
Are credit card transactions on Underground Shop safe?
Yes all transactions are safe and secure as they are processed through a SSL data encrypted payment gateway. We do not store credit card information data on our web store.
Why would my card be declined if there are sufficient funds in my account?
For your protection your card issuer may impose an additional security requirement to reduce fraudulent transactions. You should contact your card issuer to discuss the payment.
For your security we operate a Secure Encrypted Payment Processing system and the order checkout requires you to enter the 3 digit security code (CVV or CSC) for Visa or MasterCard which is shown on the REVERSE of your payment card. Amex Cards have 4 digit codes shown on the FRONT of the card.
Additionally we operate the 3D Secure Verified by Visa and MasterCard and this protects your card against unauthorised transactions, giving you complete confidence when shopping online. Your Visa / MasterCard transaction will only be authorised when you enter your personal password on the Verification Page – you can register on the Verification Page to get your 3D Secure password or go online to register direct with your Card Issuer/Bank.
What are my payment options?
Payment can be made with most major credit and debit cards, by PayPal or Bank Transfer.
Does the Underground UK Online Store charge VAT?
Orders that are being shipped outside of the European Union are NOT charged VAT. We are required to charge VAT on all orders shipped to countries within the European Union.
Can I change the currency on the web store?
ALL orders placed are charged in sterling (GBP)
Do you Ship worldwide?
We ship to worldwide to most countries. A full list of countries that we ship to are listed on the Shipping/Delivery information page. If your country is not listed then please contact our online support desk email@example.com
How is my order shipped to me and how long will it take?
All orders are shipped from our UK distribution centre. They are shipped through recognised International express couriers including DHL and DPD. All orders are tracked and recorded so that we can locate your shipment at any time.
What happens if I don’t like the product that I purchase on-line can I exchange it?
Customers can exchange any purchase for another product or an alternative size so long as the product has not been worn. Please see Terms & Conditions.
How do I cancel or change an order?
Please refer to the Terms and Conditions section and go to “Purchase Order and Acceptance” to make your amendment. We are unable to change the details of the order after it has been dispatched.
Will I receive a refund for the postage if I return my order?
Shipping/Postage costs are not normally refundable.
Can I speak to one of the team at Underground?
Yes, we have a dedicated online support desk.
The contact number from our UK customers is: 08448 710092
The contact number for our international customers is: + 44 8448 710092
Is there an e mail address I can send my enquiry to?
Yes, the email address firstname.lastname@example.org is dedicated to support for our online customers and operates between 09.30hrs-18.30hrs GMT Monday – Friday.
如何知道適合自己穿著的尺碼呢? 在網站上， 我們提供完整詳細的產品尺寸訊息，如果您有更換尺寸或款式的要求，請先參考我們的使用條款申明，我們將遵照此條件作為更換服務。
如果在網站上找不到自己想要的款式和尺寸，我仍可以訂購此商品嗎? 是的。即使您所想要的款式或尺寸無法在網站上找到，我們仍能夠嘗試提供您所需的款式、皮料或尺寸。客訂專單區 (Reloaded Section) 提供多種款式選擇，假如您仍然無法在此找到您所想要的款式或尺寸，您可以與我們的線上支援團隊聯繫。請發送電子郵件至sales@underground-shop.co.uk。
從客訂專單區 (Reloaded Section) 訂購的商品，其配送時間會顯示在產品頁面上。從客訂專單區 (Reloaded Section) 所訂購的每項商品都被視為特殊產品生產。一般而言，從訂購至配送時間約為八周至十周，如果正值購物高峰季或時逢節慶假期，您可能需要等待十二周 。如果您需要更多的資訊或協助，請您與我們的線上支援團隊聯繫
在Underground的網站上購物會被收取消費稅嗎? 依包裹到達的目的地國家而定。如果您的包裹是配送至非歐盟國家，您是不會被收取消費稅的; 但若您的包裹配送至歐盟境內國家，您將會被收取消費稅。
在Underground的網站上能夠選擇不同幣別付款嗎? 所有的訂單都是以英鎊 (GBP) 結帳
Underground的商品從哪裡配送?寄件需要多久的等待時間呢? 所有的訂購商品都將從英國的配送中心寄出。您訂購的商品將透過DHL 和 DPD國際快遞服務配送。所有訂單都會被追蹤和記錄，我們因而能隨時配置出貨
要如何取消或者重新編輯我的訂單? 您可選擇處理中訂單 (PENDING ORDER)以完成您的訂單修改，詳細訊息請參考使用條款說明。但若您的商品已經被配送，我們將無法再修改您的訂單內容。