FAQs - Frequently Asked Questions

 

Where’s my order (UK)?

Our standard UK postage option has a delivery estimate of 2-4 working days from despatch. Please note that although our carriers do their best to get your orders to you within this time frame, the free delivery option offers a delivery ‘estimate’ and is not a guarantee of specific day. Your parcel needs to make its way through the postal system and can sometimes take a day or two longer.

If you have not received your order 7 days from the date placed, then please feel free to get in touch with your order number so we can look into it further for you: 

For many orders over £25 you will have been sent a tracking number which you are welcome to use to track the progress of you order.

 

Where’s my order (International)?

International orders going to the EU have a delivery estimate of 7-10 days and for Rest of the World locations this is estimated at 14-21 days.

If you have not received your order 10 days for the EU and 21 days for Rest of the World from the date placed, then please feel free to get in touch with your order number so we can look into it further for you: 

For most International orders you will have been sent a tracking number which you are welcome to use to track the progress of you order. 

* Please also note that most of countries have put in place stringent checks at customs due to COVID-19. In some instances this extra processing time at customs is causing parcels to be delayed during these unprecedented times. Unfortunately, we have no control over the time these customs checks may take.

** Following the UK's exit from the EU on the 1 January 2021, orders to the EU may be subject to additional local taxes and duties which are the responsibility of the customer. There also may be additional delays in shipments reaching those destinations in the short term whilst individual countries customs processes are established.

 

My order tracking shows as ‘delivered’ but I haven't received it?

We understand this can be frustrating, but we’ve put together a quick checklist to try and find your parcel. We’ve tried to make this as seamless as possible. Most customers have successfully found their items using these steps and so *fingers crossed* it works for you too! 

Checklist

• Check any safe and secure places around the front of your property that the postman/courier may have delivered it to if nobody was at home.
• Check areas around the front and side of the property (recycling bins and behind plant pots are common).
• Check to see if any other members of the lovely household have received it on your behalf.
• Check for a red Royal Mail/ courier ‘Whilst You Were Out’ card.
• Check to see if any of your friendly neighbours received it on your behalf.
• Check with your local Royal Mail delivery office to see if the item is waiting there for collection or re-delivery. A ‘Whilst You Were Out’ card may not have been left or mistakenly misplaced.

 

If that doesn’t help find your parcel for you, please do contact us and we can advise regarding next steps: 

 

How can I return an item?

All you have to do is return your order to the address below within 30 days of receipt. Items should be sent back in unused condition, with tags attached and original packaging. 

Please include your UKK dispatch slip or a note with your name and order number so we know it’s from you. Returns are typically processed and refunded within 5 working days of receipt, however during busier periods this is 14 working days.

Returns address:  UKK Fashion - Returns Dept. Synergy Retail Support, Unit 3, Ravens Way, Crow Lane industrial Estate, Northampton, NN3 9UD, UK

Please note buyers are responsible for the return postage costs and also for the item until it has been received by the warehouse. For your protection, we recommend you use a postal service that offers tracking and insures you for the value of the goods you are returning.

If you would like to exchange an item, please just place another order and return the original item for refund. This is to ensure the item you would like is still in stock, as availability can change very quickly!

 

When will I receive my refund?

Returns are typically processed and refunded within 5 working days of receipt at our warehouse, however during busier periods this is 14 working days.

If you have not received your refund after 14 working days from receipt at the warehouse, then please feel free to get in touch with your returned parcels tracking number and order number so we can look into it further for you straight away: 

 

My item has been received faulty/damaged. How do I proceed?

We are so sorry that you’re not entirely happy with your purchase. We do our level best to make sure the items you receive are in tip top shape!

So we can resolve your issue quickly, please send our ‘on it’ Customer Care Team an email with these images attached:

1). An image of the item (highlighting the fault)

2). An image of the full UKK Order Form that was enclosed in your parcel

 

Our email address is:

We will then try to resolve the problem as quickly as possible for you.

*Please await further instructions before sending your item back to us as this may not be necessary.

 

I’ve received the wrong item. How do I proceed?

We are sorry that you’ve received the wrong item. We know how frustrating this is!

We do our level best to make sure the items you receive are what you ordered! So we can resolve your issue quickly, please send our Customer Care Team an email with the following:

1). An image of the item

2). A zoomed-in image of the swing tag

3). An image of the barcode label on the outer box or polybag

 

You can email you images to us at

*Please await further instructions before sending your item back to us as this may not be necessary.

 

Can I cancel my order?

Once orders are placed, they are electronically sent to our fulfillment warehouse automatically 24 hours a day. Once this has happened, orders are then in the process of being picked, packed or dispatched along with many hundreds of others. Unfortunately, this means we are now unable to cancel the order for you. 

We always try to pack and dispatch orders as quickly as possible in order to get items to our lovely customers as speedily as we can, and they demand. Our apologies if the speed of processing has worked against you in this instance.

Once you receive your order, if you would like returns instructions, please get back in touch and we can assist you further with this process: 

 

Can I change my order?

We are really quick at processing orders, which means we can't make any changes once you've placed it. This includes item editing, changing quantities, delivery option, delivery address or payment method etc. Our apologies.

However, once you receive your order, if you would like return instructions, please get back in touch and we can assist you further with this process:

 

Can I change the address on my order?

We are really quick at processing orders, which means we can't make any changes to the delivery address once you've placed it.  Our apologies.

If the order is undeliverable, it will probably bounce back to us within the next 10 to 14 working days and we can then cancel/refund the original order for you. In the meantime, you can place a new order with your current shipping address to save time.

 

Are your products authentic?

All stock from all our brands comes direct from the brand without exception. We are the authorised online stockists with a long history of supplying 100% genuine items.

 

I want to return my item for a larger/smaller size. How can I do it?

If you would like to exchange an item, please just place another order and return the original item for refund. This is to ensure the item you would like is still in stock, as availability can change very quickly!

Returns address:  UKK Fashion - Returns Dept. Synergy Retail Support, Unit 3, Ravens Way, Crow Lane industrial Estate, Northampton, NN3 9UD, UK

All you have to do is return your order to the address below within 30 days of receipt. Items should be sent back in unused condition, with tags attached and original packaging.

Please include your UKK dispatch slip or a note with your name and order number so we know it’s from you. Returns are typically processed and refunded within 3-5 working days of receipt.

 

I forgot to use my discount code. Can I add it after placing the order?

Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.

 

Covid-19 - Are you still fulfilling online orders?

Yes, all orders are still being prepared and dispatched on a daily basis - just as normal.

 

Covid-19 - Does this affect your shipments?

Currently there are no delays with UK delivery. Orders continue to arrive within the estimated timeframes. International customers may experience some small delays - however the majority are also arriving within the estimated dates. We kindly ask for your understanding and patience during this crisis.

 

Covid-19 - Is it safe to receive a delivery from UKK Fashion?

Public Health England (PHE) have stated that there is no current evidence to suggest that the virus can be transmitted from packages. Please ensure you follow government guidelines on safe handling.