01 Order Processing

All orders are processed on working days (Monday to Friday), excluding UK public holidays. Orders placed before 2:00 PM on a working day are typically processed the same day. Orders placed after 2:00 PM, or on weekends and bank holidays, will be processed on the next working day.

You will receive an order confirmation email immediately after placing your order, and a dispatch notification with tracking information once your order has been shipped.

02 UK Delivery Options

We currently deliver to all addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. Some remote areas (e.g. Scottish Highlands, islands) may require additional delivery time.

03 Delivery Times

Our standard delivery timeframe is 1–4 working days from the date of dispatch. Here is a typical order journey:

Delivery times are estimates and not guaranteed. Delays may occur due to high demand periods, adverse weather conditions, courier disruptions, or other circumstances beyond our control. We will notify you if we become aware of a significant delay.

04 Failed Deliveries

If a delivery attempt is unsuccessful, the courier will typically leave a delivery notification card and either:

• Attempt redelivery on the next working day.
• Leave the parcel with a neighbour (with a note left).
• Hold the parcel at a local depot or collection point for up to 7 days.

If a parcel is returned to us due to an incorrect address provided at checkout, or failure to collect, we reserve the right to charge a redelivery fee. Please ensure your delivery address is accurate before completing your order.

05 Damaged or Lost Items

Damaged items

If your order arrives damaged, please contact us within 48 hours of delivery at orders [at] ukgoods.co.uk with your order number and clear photographs of the damaged item and packaging. We will arrange a replacement or refund as appropriate.

Lost parcels

If your tracking shows no movement for more than 5 working days after dispatch, please contact us. We will raise an investigation with the courier. Lost parcel claims can typically be resolved within 5–10 working days.

06 Returns — Overview

To be eligible for a return, items must meet all of the following conditions:

• Returned within 7 days of the delivery date.
• In the same condition as received — unused, unworn, and undamaged.
• In the original packaging with all tags, labels, and accessories intact.
• Accompanied by proof of purchase (order number or confirmation email).

Items that do not meet these conditions will not be accepted and will be returned to you.

07 How to Return

Please follow these steps to return an item:

1. Contact us within 7 days Email us at orders [at] ukgoods.co.uk with your order number, the item(s) you wish to return, and your reason for returning.
2. Await return authorisation We will review your request and respond within 1–2 working days with a Return Merchandise Authorisation (RMA) number and return instructions. Do not send items back without authorisation.
3. Pack your item securely Place the item in its original packaging if possible. Include your order number and RMA number inside the parcel. Ensure the item is well-protected to avoid damage in transit.
4. Send your return Post the parcel to our returns address provided in your RMA email. We recommend using a tracked delivery service and retaining proof of postage, as we cannot accept responsibility for returns lost in transit.
5. Receive your refund or exchange Once we receive and inspect the return, we will process your refund or exchange within 5–7 working days.

08 Non-Returnable Items

The following items cannot be returned unless they are faulty or not as described:

• Items returned outside the 7-day returns window.
• Items that have been used, worn, washed, or damaged by the customer.
• Items with removed, damaged, or missing tags and original packaging.
• Personalised or custom-made items.
• Perishable goods.
• Items marked as Final Sale or Non-Returnable at the time of purchase.
• Downloadable or digital products once accessed.

09 Refunds

Refund eligibility

Once your return has been received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–7 working days.

Refund amount

Refunds will be for the product price only. Original shipping charges are non-refundable unless the return is due to our error or a faulty item.

Processing time

Please allow up to 10 working days from the date we receive your return for the refund to appear in your account, depending on your bank or card provider.

10 Exchanges

We offer exchanges for items of the same or different size or colour, subject to availability. To request an exchange, please contact us within the 7-day returns window at orders [at] ukgoods.co.uk with your order number and the details of the item you would like instead.

If the replacement item is of a higher value, you will be asked to pay the difference. If it is of a lower value, we will refund the difference to your original payment method.

11 Your Statutory Rights

Our returns policy does not affect your statutory rights under UK consumer law. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund if goods are:

• Faulty or not of satisfactory quality.
• Not fit for purpose.
• Not as described.

Under the Consumer Contracts Regulations 2013, if you purchased online, you also have the right to cancel your order within 14 days of receiving it (the statutory cooling-off period), regardless of our 7-day returns policy. Please note, however, that our 7-day policy is our standard commercial returns window for change-of-mind returns, and your statutory 14-day cancellation right remains unaffected.