When will I receive my Items?
We aim to post within 24 hours of receiving your order. Your items will usually arrive within 2-3 working days of you receiving your dispatch confirmation email.
You should wait a maximum of 2 weeks before following up orders which haven’t arrived, although we would fully expect you to contact us before then if you have any concerns.
How much does delivery cost?
UK mainland: Postage costs £1.99 for the first item and then 0.45p for each additional item added to the order.
Europe: Postage costs £4.99 for the first item and then 0.80p for each additional item added to the order.
What countries do you deliver to?
We currently deliver to the UK mainland and Europe.
Can I change or cancel an order once it has been placed?
Yes. See the Returns, Exchanges and Refunds section below.
Can I exchange one item for another?
Yes. See the Returns, Exchanges and Refunds section below.
My order is faulty / damaged – can I return it?
Yes, but only if it is a genuine factory fault, this is unlikely because if there is a fault the item wont be sent out. All orders are quality checked before they are shipped, but if you find that your order is unsatisfactory in any way please contact us as soon as possible in order to arrange for possible refund or exchange.
See the Returns, Exchanges and Refunds section below.
You have sent me an incorrect item – can I return it?
Yes. We will endeavour to get it right second time round! See the Returns, Exchanges and Refunds section below.
Returns, Exchanges and Refunds
If the item hasn’t been sent we offer a no quibble return policy. Simply email us to let us know as soon as possible in order to stop us shipping your order.
U-Lace aims to always provide high quality Goods that are fault free and undamaged. On occasion however, goods may need to be returned. Returns are governed by these Terms and Conditions.
If you receive Goods which do not match those that you ordered and you would like a refund or replacement, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, then we must receive written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered. U-Lace is responsible for paying shipment costs. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Refunds and replacements will be issued upon our receipt of the returned Goods. You will be offered an exchange or credit note if we receive written notice of your intention to return Goods to us after 7 days but before 14 working days beginning with the day after the day on which the item is delivered. If we receive written notice of your intention to return Goods to us after 14 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered.
If any Goods you have purchased have faults when they are delivered to you and you would like a refund or replacement, then we must receive written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered. U-Lace is responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods. You will be offered an exchange or credit note if we receive written notice of your intention to return Goods to us after 7 days but before 14 working days beginning with the day after the day on which the item is delivered. If we receive written notice of your intention to return Goods to us after 14 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered.
If Goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged. In any event, if you would like a refund or replacement, then we must receive written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered. U-Lace is responsible for paying shipment costs. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the Goods. You will be offered an exchange or credit note if we receive written notice of your intention to return Goods to us after 7 days but before 14 working days beginning with the day after the day on which the item is delivered. If we receive written notice of your intention to return Goods to us after 14 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered.
You have a statutory right to a "cooling off" period. This period begins once you have received your dispatch email and ends 7 working days beginning with the day after the day on which the item is delivered. If you change your mind about the goods within this period, please give us written notice of your intention to return the item within 7 working days beginning with the day after the day on which the item is delivered. Goods must be returned in their original condition with all packaging and documentation. You are responsible for paying shipment costs if Goods are returned for this reason. If we receive written notice of your intention to return Goods to us after 7 working days beginning with the day after the day on which the item is delivered neither refund nor exchange nor credit note will be offered.
You must return the goods to U-Lace if you cancel the contract. If you wish to return Goods to U-Lace for any of the above reasons, please contact us to make the appropriate arrangements.
U-Lace reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be taken into account in the exercise of this discretion include, but are not limited to:
- Any use or enjoyment that you may have already had out of the Goods;
- Any characteristics of the Goods which may cause them to deteriorate or expire rapidly;
- Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase.
- Such discretion to be exercised only within the confines of the law.
All orders are quality checked before they are shipped, but if you find that your order is unsatisfactory in any way please email us as soon as possible in order to arrange for possible refund or exchange.
For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error (an 'Incorrect' item), or if the item is damaged or defective.
How do I return an order?
Before you return any order email us to discuss the correct procedure.
Return orders to Units 407 & 14, Westcott Venture Park, Westcott, Aylesbury, Bucks, HP18 0XB.
Please make sure that you state your name, when the item was purchased and why it is to be returned. Also include all email correspondence with us regarding this order and proof of delivery.
We will not offer refunds or exchanges on items that have been worn, used or altered in any way whatsoever.