FAQs 4

Shipping

PLACING AN ORDER

You must have a Unikaas account to place an order. If you’re an existing customer, you can enter your registered email address and password to sign in before starting your order.

To place an order, simply click on an item, select the size and press ‘Add to Bag’. If you know the item number, you can enter this into the search box or use  You can also browse our categories using the drop down menus at the top of the page.

Once you’ve finished shopping, just select ‘Go to Checkout’ from your shopping bag.

If you don’t have a Unikaas account, don’t worry – you can create one at the checkout.

You can then choose your method of payment and complete your order.

We will send an email confirmation to your registered email address once the order has gone through, this can take a few hours to arrive. Remember to check your junk/spam folder too!

If you’d like to place your order by phone, we’re open 24 hours a day. Please note we can only take orders over the phone if you’re paying by credit or debit card. The billing address of your credit or debit card must match your delivery address.

CHECKING OUT

I can’t check out

If you’re unable to continue to checkout, please check that there are no ‘Sold Out’ items in your shopping bag. Simply remove these before continuing to place your order. We’re really sorry, you can’t pre-order or reserve items at this time.

CHANGING OR CANCELLING MY ORDER

Can I change an order?

We process orders quickly so that your items arrive as soon as possible. This means we’re unable to change your order once you’ve placed it.

The only exception to this is if you want to cancel an item that is on delay. Please contact us and we can help you with this.

When you receive your order, please take a look at the items. If you still feel they aren’t suitable, just return them to us for a full refund. Simply return your parcel using the returns Smart label included in your parcel.

SAVING MY SHOPPING BAG

You can save items in your basket using the save for later button. This feature is exclusive to full price items only. Save for later is not available during sale periods.

 

PROMOTION CODES

From time to time we send promotion codes to customers. To receive your discount, simply enter the code into the ‘Promotion Code’ box at the checkout. The code is made up of a mixture of letters and numbers.

If the promotion code isn’t working, please make sure it has been entered correctly. All promotion codes must be entered in capital letters exactly as they appear on your brochure, promotional card or email. The promotional discount will be applied immediately before payment is taken.

All conditions and expiry dates for any current promotions can be found in our ‘Terms and Conditions’.

CAN I SEE MY PREVIOUS ORDERS?

We’re sorry, it’s not possible to see your order history on your account. Just check your order confirmation email; this will show all the items you’ve ordered and the expected delivery date.

If you haven’t received a confirmation email within 24 hours of placing your order but have been charged, please let us know and we can check this for you.

HELP WITH AN ORDER

Has my order gone through?

If you’re unsure if your order has been processed, please check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order.

If you haven’t received a confirmation email after an hour, let us know and we’ll check this for you.

MY ITEM IS OUT OF STOCK

If further stock of an item is expected, an estimated date will be shown in the drop-down menu, for example ‘Order now for delivery in 1-2 weeks’.

Alternatively, why not check out our latest arrivals.

CAN I ORDER A CATALOGUE OR BROCHURE?

We’re really sorry, it’s not possible to order a catalogue or brochure. You can shop our extensive range of products online.

We do send out marketing information from time to time, so please check that you’ve subscribed to receive this by going to ‘My Account’.

Payments

WHAT PAYMENT METHODS CAN I USE?

You can use any payment type listed below:

We take your security very seriously and have invested in the latest technology which encrypts information as it is sent to us.

Credit and debit cards must be registered to the account address. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained. Please also make sure that your payment card is set up by your card issuer for international payments.

We’re sorry, but we can’t accept payments from a card that’s due to expire within five days of placing your order or payments from pre-paid cards.

CAN I PAY BY GIFT CARD?

We’re sorry, it’s not possible to pay with a gift card online.

HELP WITH SAVED CARD(S)

I want to update my saved card(s)

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card that you want to update and you will see the ‘Edit Card’ screen.

 

Deleting a saved card

Simply go to ‘My Account’ and select the option ‘Manage Saved Cards’. Choose the card you’d like to delete, and select the ‘Delete Card’ option. This will be removed from your account immediately.

HELP WITH PAYMENTS

I can’t make a payment

Some banks require further security checks before allowing a card payment to be processed. If your card payment is declined at the checkout, please contact your bank directly who will be able to advise you further. Please also make sure that your payment card is set up by your card issuer for international payments.

Has my payment gone through?

Check if you’ve received an order confirmation email from us. This should be sent as soon as you’ve placed your order.

If you haven’t received a confirmation email after an hour, let us know and we’ll check the status of the payment for you.

I HAVE MOVED ABROAD, HOW DO I PAY MY Unikaas ACCOUNT?

If you no longer live in the USA and need to make a payment to your UK unikaas Account, you can do so via Online Banking or Credit Card. 

Returns

RETURNS KEY INFORMATION

How can I return an item

Not completely satisfied or ordered the wrong size/colour? You can return any unworn items (in their original condition) within 28 days of receiving your order for a full refund. This doesn’t affect your rights to return faulty items. Also, cosmetics, grooming products, certain jewellery and items with a security seal can only be returned if faulty.

Our returns process is simple, just use the returns note in your parcel and follow the steps below:

Returns by Post

DO I PAY FOR RETURNS?

Yes, we don’t offer free returns at the moment. No postage is paid at the time of making the return using a Smart Label, as we’ll deduct 10% from your refund. If you choose to return by post, postage must be paid by the sender and won’t be refunded by Unikaas.

 

CAN I EXCHANGE AN ITEM?

We’re sorry, we don’t offer an exchange service. However, you can simply return any unsuitable items to us for a full refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.

 

REFUNDS INFORMATION

When will I receive my refund?

As soon as the returns are received at our warehouse, they will be automatically refunded within 28 days (from the day you sent your return parcel) to the method of payment used for the order.

You’ll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.

I haven’t received my refund

You’ll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.

If you made your original payment with a card that is now expired or cancelled, please contact your bank. The refund will always be processed to your original method of payment and can’t be sent to another card.

If you paid using another payment method, please contact the payment provider/issuer to locate the refund.

Please keep your returns tracking number until you receive your refund – you may be asked to provide this if we’ve not received your item(s). If you didn’t choose a tracked service for the return and only have a postage receipt, you’ll need to file a claim with the postal service directly.

HELP WITH RETURNS

I’ve lost my returns note

Don’t worry if you no longer have the returns note or label that was included in your parcel, we can send you a new one by email. You must return the items together with the returns note to avoid any problems processing your refund.

Delivery

DELIVERY KEY INFORMATION

Home delivery

Delivery times will be confirmed at checkout.

Unfortunately due to the ongoing pandemic we are limited with flight options and facing largely increased costs in order to get your Unikaas parcels to you; therefore we need to charge a 20 $ delivery charge on all orders for now. We will continue to review this and get back to normal as soon as possible Thanks for your understanding & happy shopping.

HOW DO I TRACK MY ORDER?

Once your order is on its way, you’ll receive a tracking number via email.

To track your parcel, simply click on the link in the email and you’ll be directed to the courier website. If you can’t locate the tracking email, please make sure you’ve checked your spam and junk folder.

I HAVE A PROBLEM WITH MY DELIVERY

I haven’t received my order

Simply check the online tracking for your parcel by clicking on the link in your email from us. If the parcel shows it’s been delivered, but you haven’t received anything, please let us know and we can help you.

If an item is delayed, it’ll be sent in a separate parcel once we receive further stock at the warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

 

An item is missing from my parcel

If an item is missing from your parcel, it may be delayed. In this case, it’ll be sent in a separate parcel once we receive further stock at the warehouse. Please check your order confirmation email as delayed items should be marked with an expected delivery date.

Sometimes an item can be sent separately from a different warehouse. If an item is missing from your parcel, please check your delivery note or parcel insert as you should be advised if an item will be sent later. Also, please check if you have received a second tracking number by email, as this shows that a second parcel has been sent out.

If you receive a damaged parcel, please check that all of the items you ordered are inside. If any items are missing or damaged, please contact us as soon as possible so we can help you.

I HAVE A FAULTY ITEM

I’ve received a faulty item

We’re really sorry you’ve received a faulty item.

If the item has a visible fault on receipt, please contact us with details of the fault before making a return, so we can advise you what action to take.

 

My item has become faulty

We’re really sorry your item has become faulty in use.

Please contact us as soon as possible with details of the fault before making a return, so we can advise you what action to take.

Contact

GO TO CONTACT US

If you have a question we are available to help instantly via live chat. Please click the link below to get started.

Whatsapp live chat

You can also contact us via email at info@unikaas.com

I have a Complaint

If you aren’t happy with any of our products or our service, we want to hear from you.

We always want to put things right, so please contact us using the methods below:

Call us; our lines are open 24 hours a day, 7 days a week

Email us at info@unikaas.com

Please include your name, address and contact telephone number so that we can get in touch with you as soon as possible.