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We provide a high quality footwear, we want you to be completely satisfied with your purchase from the Underground Online Shop, if for any reason you are not satisfied then you can return your order to Underground, but you must comply with the Returns Policy shown below. We can only administer returns for purchases made through Underground Retail Ltd at the Online Shop / Telephone Order.
To make a Return you must comply with the following:
1) Notify us within 7 days of receiving your order.
2) We cannot accept email,telephone or text requests for Returns.
3) State your Order Number on all correspondence, this can be found on your Order Confirmation or the Invoice enclosed with your footwear order.
4) Please CLICK HERE to complete the Return Form and obtain your Returns Merchandise Authorisation (RMA).
UK CUSTOMERS
As a UK customer, you either return your product(s) via the Royal Mail / Parcelforce or use a Carrier / Courier service.
Generally these delivery services have transit times of 2-7 days, depending on the service you have chosen.
Please note you are responsible for the postage/shipping cost and for the return of the product(s) until the parcel is received at our Returns 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 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 automatically be made to the payment card used in the original transaction, the refund will be processed within 14 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.
Under the Distance Selling Regulations, applicable to orders shipped to EU countries, you have 7 working days (from the day after you receive your goods) to cancel your order contract with Underground Retail Ltd.
Accordingly we will issue you with a full refund, however, you will need to return all the products relating to the entire order, (if you have already received delivery of the order), at your cost.
In all cases, the goods must be in their original condition and the product will be inspected on their return. Please note we retain a digital photographic record of all Returns products.
If we do not receive the cancelled order at our Returns address, (the address will be provided in the Returns Merchandise Authorisation email), we can arrange to have them collected, at your cost.
To cancel your order you must complete the Product Return Form on this website - Please click here.
Refund, in full, for the cost of the original transaction value will be made to the original payment card within 28 days of the original transaction date.
INTERNATIONAL CUSTOMERS
As an International customer, you 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 are responsible for the postage/shipping cost and for the return of the product(s) until the parcel is received at our Returns address. Ensure you retain a receipt from your carrier/shipper for the returned parcel, as product(s) lost during transit cannot be refunded.
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 automatically be made to the payment card used in the original transaction, the refund will be processed within 14 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.
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