Returns Info.

We hope you love your new purchase, however, if you need to return your order for a refund or an exchange we are happy to help.

 

We have extended our returns period for Christmas; any order placed from the 31st of October can be returned up until the 14th of January 2024. If you have placed an order before the 31st of October, the normal returns period is 28 days.

 

If you need to return your order for a refund or an exchange then please ensure that you return your unworn goods, as sold, in their original packaging, including all labels and tags. Please ensure that if you are purchasing footwear, it is returned in its original packaging e.g. any paper, inserts and original box. Please also ensure that footwear is returned in its outside packaging/box and do not stick returns labels directly onto the shoe box.

 

This does not affect your statutory rights.

 

Please go to the returns portal and follow the instructions, you can find the portal here or by clicking the button below. Please keep note of your order number also - this will be on your confirmation email.
 

We hope you love your new purchase, however, if you need to return your order for a refund or an exchange we are happy to help.

We have extended our returns period for Christmas; any order placed from the 31st of October can be returned up until the 14th of January 2024.

If you have placed an order before the 31st of October, the normal returns period is 28 days.

If you need to return your order for a refund or an exchange then please ensure that you return your unworn goods, as sold, in their original packaging, including all labels and tags. 

Please ensure that if you are purchasing footwear, it is returned in its original packaging e.g. any paper, inserts and original box.

Please also ensure that footwear is returned in its outside packaging/box and do not stick returns labels directly onto the shoe box.

This does not affect your statutory rights.

Please go to the returns portal and follow the instructions, you can find the portal here or by clicking the button below. Please keep note of your order number also - this will be on your confirmation email.

FAQ's.

What is the returns policy?

Over the Christmas period, we have extended our returns policy, so that any order placed after the 31st October can be returned up until the 14th January 2024.

 

As standard, our returns policy is 28 days from when you receive your item.

Over the Christmas period, we have extended our returns policy, so that any order placed after the 31st of October can be returned up until the 14th of January 2024.

As standard, our returns policy is 28 days from when you receive your item.

*Free UK returns.*

From inside the portal, you can self-create return labels (downloadable as a QR code, or printable) with no paperwork, no need to contact our Customer Services team and no need to arrange your own return courier. Simply go to the returns portal, and enter in your order number including the # and email that was used with the order. A QR code will be provided to return your parcel to us and will show you the closest access point. There are multiple couriers you can choose to return your parcel with.
From inside the portal, you can self-create return labels (downloadable as a QR code, or printable) with no paperwork, no need to contact our Customer Services team and no need to arrange your own return courier. Simply go to the returns portal, and enter in your order number including the # and email that was used with the order. A QR code will be provided to return your parcel to us and will show you the closest access point. There are multiple couriers you can choose to return your parcel with.

Overseas returns.

For all non-UK customers you can now use our brand new portal which allows you to easily exchange sizes and return items that aren’t quite right. If you are returning an item for a refund the cost of the return shipment will be deducted from your refund. If you are returning for an exchange then you will be charged for the return shipment in the portal and we will send the exchange free of shipping charge.

 

From inside the portal, you can self-create returns labels (downloadable as a QR code, or printable) with no paperwork, no need to contact our Customer Services team and no need to arrange your own return courier.

 

For all non-UK customers you can now use our brand new portal which allows you to easily exchange sizes and return items that aren’t quite right. If you are returning an item for a refund the cost of the return shipment will be deducted from your refund. If you are returning for an exchange then you will be charged for the return shipment in the portal and we will send the exchange free of shipping charge.
From inside the portal, you can self-create returns labels (downloadable as a QR code, or printable) with no paperwork, no need to contact our Customer Services team and no need to arrange your own return courier.

How should I return my order?

If you need to return your order for a refund or an exchange then please ensure that you return your unworn goods, as sold, in their original packaging, including all labels and tags. Please ensure that if you are purchasing footwear, it is returned in its original packaging e.g. any paper, inserts and original box. Please also ensure that footwear is returned in its outside packaging/box and do not stick returns labels directly onto the shoe box.

 

We cannot accept any items that have been worn.

 

We recommend that you package your items well and use a 'Signed For' service to return them. This will reduce the risk to you of damage or loss in transit.
If you need to return your order for a refund or an exchange then please ensure that you return your unworn goods, as sold, in their original packaging, including all labels and tags. Please ensure that if you are purchasing footwear, it is returned in its original packaging e.g. any paper, inserts and original box. Please also ensure that footwear is returned in its outside packaging/box and do not stick returns labels directly onto the shoe box.

We cannot accept any items that have been worn.

We recommend that you package your items well and use a 'Signed For' service to return them. This will reduce the risk to you of damage or loss in transit.

Will my shipping charges be refunded?

Please note: 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.

 

Please note: 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.

How will I be refunded?

In the event that a refund is required, it will be issued in the same way, as the original payment was made.
In the event that a refund is required, it will be issued in the same way, as the original payment was made.

Can I return my item(s) to a UW. retail store?

You can now return your UK UW web orders to one of our stores (Nottingham, London Soho & Kings Cross), please note that our partnership stores in Birmingham & Berlin will not be able to accept your web returns. Please take your item + invoice with you & our store team will be able to process your return.
You can now return your UK UW web orders to one of our stores (Nottingham, London Soho & Kings Cross), please note that our partnership stores in Birmingham & Berlin will not be able to accept your web returns. Please take your item + invoice with you & our store team will be able to process your return.

What if I have used the Kvatt reusable packaging service.

If you've chosen Kvatt Reusable Packaging when you made your original purchase: Please follow the return instructions mentioned above. You can then use your Universal Works free return label and place this on the front of the Kvatt packaging. If opting for an exchange or return please remember to return your goods in the Kvatt reusable packaging.
When exchanging an order, your exchanged goods will be shipped back to you in the Kvatt packaging.
If you are keeping your Universal Works order; inside your Kvatt parcel you will also be provided with a pre-paid Kvatt return label, simply attach this to your Kvatt packaging and drop it off at any postbox. The Kvatt packaging will return to their HQ, to be cleaned, checked over and sent off to be re-used again.
Do not send anything other than the reusable packaging back to Kvatt with their return label. Do not send Universal Works garments or any other goods to Kvatt.
Kvatt reusable packaging is only available to U.K customers at the present time. More information about how to return your Kvatt Reusable Packaging can be found here. Please also see our journal piece here.
If you've chosen Kvatt Reusable Packaging when you made your original purchase: Please follow the return instructions mentioned above. You can then use your Universal Works free return label and place this on the front of the Kvatt packaging. If opting for an exchange or return please remember to return your goods in the Kvatt reusable packaging.
When exchanging an order, your exchanged goods will be shipped back to you in the Kvatt packaging.
If you are keeping your Universal Works order; inside your Kvatt parcel you will also be provided with a pre-paid Kvatt return label, simply attach this to your Kvatt packaging and drop it off at any postbox. The Kvatt packaging will return to their HQ, to be cleaned, checked over and sent off to be re-used again.
Do not send anything other than the reusable packaging back to Kvatt with their return label. Do not send Universal Works garments or any other goods to Kvatt.
Kvatt reusable packaging is only available to U.K customers at the present time. More information about how to return your Kvatt Reusable Packaging can be found here. Please also see our journal piece here.

What do I do if I've lost my returns form?

If for some reason you do not have a returns form, you can download and print a new one here.
If for some reason you do not have a returns form, you can download and print a new one here.

I still need help.

If you are still ensure about anything mentioned above, then please contact us. You can use our live chat feature at the bottom right of the screen, e-mail us at web@universalworks.co.uk or call us directly: +44(0)1159249363.
If you are still ensure about anything mentioned above, then please contact us. You can use our live chat feature at the bottom right of the screen, e-mail us at web@universalworks.co.uk or call us directly: +44(0)1159249363.