Hopefully you can find the answers to some of our most frequently asked questions below. If there is a question below that is not answered, or if you have another issue, then please contact us directly and send an e-mail to email@example.com, or via live chat or by phone. You can find our contact information here.
Do I need to create an account to place an order?
No you can check out as a guest. However creating an account will speed up the process on subsequent visits if you log into your account before placing another order.
Does registering with UW mean you will send me marketing information?
No, we will only send you marketing information if you choose to subscribe to our newsletter.
What do I do if I have forgotten my password?
Please click the link underneath where you sign in and we will send you a new password.
Can I change the email address on my account?
PLACING AN ORDER.
How can I pay for my order?
You can pay by debit or credit card, Amex, ApplePay, Shop Pay or by Paypal. U.K. customers can also pay by Klarna. The Klarna option is not available to overseas customers at this time.
How can I buy a gift card?
How do I use a gift card or discount code?
There is a box at the checkout which says “gift card”. Enter the code in that box.
Why has my payment been declined?
If your payment has been declined, we recommend contacting your bank or card issuer for further information.
Can I cancel an entire order?
Can I cancel an item from my order?
Can I amend my order?
Wherever possible we will try to help as long as the order has not been despatched. Please contact our CS team with your request. Please note we cannot amend overseas orders due to currency fluctuations so you would need to cancel the order and place a new order.
Can I change my delivery address?
DELIVERY & RETURNS
How do I track my order?
You will receive an email with tracking details once your order is shipped.
Do you deliver to my country?
What will my delivery charges be?
Do non-EU orders benefit from 0% Tax?
Yes, orders sent to countries outside of the EU and UK will not be charged the U.K. sales tax. However you may face local taxes and import charges levied by local customs. We would advise checking locally to find out what potential charges you may face.
I am ordering from the EU. Will there be extra charges before delivery?
No, all local taxes and duties that are applicable are calculated and shown at checkout and then the order is sent using a DDP service which means there are no extra charges once the order arrives in the EU.
I am ordering from the USA. Will there be extra charges before delivery?
Orders with a value of under $800 will not attract any charges from the U.S. customs. Orders with a value over $800 will attract customs charges so we would advise placing 2 orders of a lower value rather than one of over $800.
How do I return an order?
Can I return an order to a UW store?
Yes, you can return an online order to any of our stores. This does not include our partnership stores in Berlin and Birmingham or any pop up store.
I've bought a garment from a UW stockist. Can I return this garment directly to UW?
No, any item bought from a stockist must be returned to the stockist it was purchased from.
How long will my refund take?
Your refund will be processed usually on the day the return arrives and you should get an email notification within 24 hours. The funds can take between 3 and 10 days to appear in your account.
Will you refund my shipping costs?
If you choose to return your full order, your outbound shipping will be refunded with your order, please note however, orders that were shipped on an express shipping basis or with any other upgrades (eg Kvatt) will only be refunded at the standard shipping rate.’
Can I exchange an item?
Yes please request the exchange you would like on your returns form and we will do our best to fulfil that request. We will notify you when the exchange is being sent. Please note this service will be suspended during sale periods when we would ask you to place a new order and return the item you have for a refund.
I haven't received my order. What should I do?
If your order has not arrived in the expected time-frame and the tracking information is not explaining why there is a delay please contact our customer service team at firstname.lastname@example.org and they will do their best to help you resolve the problem as quickly as possible.
I have received my order and there is a problem. What should I do?
SIZING & STOCK AVAILABILITY.
Where is my nearest UW stockist?
Which styles does my local stockist carry?
I have seen an item online. Is it available in your store?
There is an option on each product page to see store availability. Just highlight the size you are looking for and click on “store availability.”
Do you still make a certain style?
Do you have my size?
We only have sizes which are available on the website. That includes all the stock held in our stores.
Is my size available anywhere else?
Our product pages show availability by style and size in all of our retail stores; you can order this stock by checking out as you normally would (if your size is available). If your size is unavailable and you would like to know if the item you would like is available elsewhere, please email email@example.com and our customer service team can advise you of availability at independent stockists.
What size should I buy?
The best advice we can give is for you to measure a similar item you have and compare those measurements with the guideline measurements on the website. If you are still unsure please contact our customer service team at firstname.lastname@example.org or ask us on live chat.
Why don't you have inside leg measurements in the sizing chart?
As our pants typically have a deeper rise than most standard chinos and jeans we feel the inside leg measurement makes the pants seem shorter in length than they are. We would advise comparing the outside leg measurement of a pair of pants you have with the guideline measurements on the website.
What does a particular colour look like?
We do our utmost to portray each colour as accurately as possible but due to the many different screen types and settings it is difficult to ensure you are seeing colour in its true light. If you are unsure please email email@example.com and we will try and help.
I have seen a certain style in a magazine but don't know the style name, can you help?
Where is this garment manufactured?
How can I un-subscribe from UW emails?
At the bottom of each newsletter you will find an unsubscribe link. Please click on that and follow the instructions.
How can I start receiving UW emails?
You can subscribe to our newsletter if you go to the front page of our website and scroll down to the bottom where you will find a link to sign up.
Hopefully you have found the answers to some of our most frequently asked questions. If there is a question that is not answered, or if you have another issue, please contact us directly and send an e-mail to firstname.lastname@example.org or via live chat or by phone. You can find our contact information here.