RETURNS – UK CUSTOMERS

Please initiate a return via your ‘Account’ page, or by using the returns form if you have no account.

Returns can be be processed through our automated system – however, we want to make sure that you can complete the process of returning the order and receieving the replacement with a minimum of effort. You can contact us directly on sale@underground.co.uk and we will help take care of the process and keep you informed along the way.

As a UK customer, you either return your product(s) via the Royal Mail / Parcelforce or other Carrier / Courier 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. Ensure you retain a receipt from your carrier/shipper for the returned parcel, as product(s) lost during transit cannot be refunded.

We can process your Return promptly but to do this you must ensure you comply with the following:

– you must not have worn the product (except for initial fitting).
– you must not have removed the swing tags / product labels.
– you must return the product in its original branded box together with the tissue paper.
– you must 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.
– you must clearly display the Returns Merchandise Authorisation Number and the Returns Address, notified to you in the Returns E-mail, on the OUTSIDE of the parcel.

Please note an administration charge maybe applied to your refund if you do not comply with the above.

Following receipt of your parcel at our Warehouse we will inspect the return goods and we will send you an email confirming acceptance that the goods are in their original condition and the processing of your Refund.

The refund, when applicable, will be made to the payment card used in the original transaction, the refund will be processed within 21 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 shown in the original order. Please note we retain a digital photographic record of all Return products.

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 – INTERNATIONAL CUSTOMERS

Please initiate a return via your ‘Account’ page, or by using the returns form if you have no account.

As an International customer, you can either return your product(s) via your local Postal Service or use a Carrier / Courier service.

Generally these delivery services have transit times of 5-18 days, depending on the service you have chosen.

Please note you will have 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. Ensure you retain a receipt from your carrier/shipper for the returned parcel, as product(s) lost during transit cannot be refunded.

International returns must use the label provided in the Returns E-Mail. This label must be clearly displayed on the outside of your parcel, any parcels without this label will be rejected at customs and will not be able to receive a refund or exchange.

To ensure we can process your Return promptly please ensure you comply with the following:

– you must not have worn the product (except for initial fitting).
– you must not have removed the swing tags / product labels.
– you must return the product in its original branded box together with the tissue paper.
– you must 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.
– you must clearly display the Returns Merchandise Authorisation Number and the Returns Address, notified to you in the Returns Email, on the OUTSIDE of the parcel.

Please note an administration charge maybe applied to your refund if you do not comply with the above.

Following receipt of your parcel at our Warehouse we will inspect the return goods and we will send you an email confirming acceptance that the goods are in their original condition and the processing of your Refund.

When applicable, the refund will be made to the payment card used in the original transaction, the refund will be processed within 21 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 shown in the original order. Please note we retain a digital photographic record of all Returns products.

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.