What do I do if an item is missing from my parcel?
All cases of missing items must be raised with them within 14 days of receiving your order. Anything raised outwith this time they will be unable to investigate with their dispatch team.
For any cases of missing items please contact them as soon as possible here
My parcel has arrived damaged, what should I do?
They understand how frustrating this can be and want to resolve this as quickly as possible for you. Should you receive your parcel in a damaged state or if you believe your goods have been tampered with in any way, then please contact them immediately so that they can rectify the situation as soon as possible. Please take photos of the damage to both the parcel and the item as this will be required for further investigation.
Please raise the matter of any damage to your local postal authority and file a damage report. If they are able to verify the damage, they will be able to resolve the matter promptly.
Please note, without a damage report, they will not be able to replace or refund your order.
When will I receive my order?
Once your order has been dispatched, you will receive an email confirmation with a tracking number. Please check their Delivery & Shipping Information (https://unineed.freshdesk.com/support/solutions/folders/25000027977) for estimated delivery times. However, delivery times can be affected by Customs and issues such as postal strikes, adverse weather conditions, and backlog during peak periods. Please allow up to 28 days for your parcel to be delivered. They strongly advise that you track your parcel regularly to see updates regarding your parcel. If your parcel has not been delivered within 28 days, please contact them immediately.
Please note, they are unable to investigate any tracking or delivery issues 60 days after the parcel has been shipped. Any issues that are not raised within 60 days of the parcel being shipped, will not be eligible for refund or reshipment.
How do I return a product?
If you wish to return a product, please contact them with the reason for return and your order number so that they can advise you accordingly. Please note that they are unable to offer free returns and your return postage expenses will not be returned to you. This can only be refunded in the case of faulty/damaged goods or if the wrong items were received at a cost agreed with their Customer Service Team. They are unable to accept returns for any item that has been removed from the original packaging or where seals are broken or tampered with. They are unable to accept items which have been customized. Products returned in an unsellable condition will not be accepted. Please make sure when returning an item that you securely package the item as damaged sustained in the post and returned back to them due to being insufficiently packaged may receive no refund. Please include your order number, name and address along with your reason for returning inside your returned package so they can process your return quickly.
Please obtain proof of postage from the courier when you send your item to them. It is your responsibility to keep the proof of postage as they may not be able to process your refund or replacement in the unlikely event that your item is lost in transit. Any item you have accepted and then return is your responsibility until it reaches their warehouse.
Returns Address is as follows:
Unit 4, The Claremont Centre
15-39 Durham Street,
0141 427 4459
Can I cancel my order?
They endeavor to fulfill any cancellation requests but please note, they cannot guarantee your order can be cancelled after it has been placed. They cannot cancel any orders once they have been shipped or cancel any items that have been made to order with customization. If you require a cancellation of your order, please contact them immediately via the contact us form or by calling +44(0)141 427 4459. If you do receive any unwanted goods, please see here on how to return your order.