FAQs
Shipping & Delivery
Which countries do you deliver to?
We currently offer delivery only within the United Kingdom.
For complete information, please review our Shipping Policy or Contact Us.
When will my order be shipped?
Orders are normally processed and dispatched within 1–3 business days (Monday–Friday) after order confirmation.
What is the delivery timeframe?
Our Standard Delivery service takes:
4-7 business days (Monday–Friday)
Please be aware that carrier delays, peak seasons, or external circumstances may occasionally extend delivery times.
How much does shipping cost?
We provide free delivery on all orders—no minimum purchase required.
How can I track my order?
Once your order has been dispatched, you will get a tracking number and tracking link by email.
Tracking information may require 24–48 hours to activate after shipment. If you haven't received tracking details, please contact us for support.
What happens if my order is delayed or doesn't arrive?
If your package hasn't been delivered within 14 business days after the expected delivery date, please contact us. If the carrier confirms the order was lost or undelivered, we will either:
• Reship your order without additional cost, or
• Provide a full refund to your original payment method.
Returns & Exchanges
What is your returns policy?
If you're not completely happy with your purchase, you can request a return within 30 days of delivery. Returns are accepted for both defective and non-defective products, provided they satisfy our eligibility requirements.
Complete details are available in our Refund & Return Policy.
Are returns free of charge?
Yes. Once your return is authorized, we will supply a complimentary prepaid return label. No restocking fees apply.
Which products qualify for return?
To be eligible, items must:
- Be unused, in new condition, and undamaged
- Not be customised or personalised
- Include original packaging with all tags and labels
- Be purchased directly from ubirtos.com
- Be requested for return within 30 days of delivery
Are any items not returnable?
We accept returns for all eligible products as long as they are new, unworn, unwashed, and in their original packaging with all tags attached.
Items may be declined if they:
- Display evidence of wear, washing, or damage
- Are missing original tags, packaging, or accessories
- Were returned without prior authorization
- Are returned after the 30-day return period
We do not sell hygiene-sensitive items, so no special restrictions apply beyond standard condition evaluations.
How do I initiate a return?
To start a return, please contact us via our Contact Form or email contact@ubirtos.com with:
- Your order number
- The item(s) you want to return
- The reason for return
- Photos/video if the product is damaged or incorrect
We will verify eligibility and send you a prepaid return label with instructions.
How do exchanges function?
Exchanges are handled as a return followed by a new order. After we receive and approve your return, we issue your refund, and you can place a new order for the correct size or product.
When inventory permits, a direct replacement might be arranged.
Payment & Security
What payment methods do you accept?
We accept various secure payment options:
Cards:
- Visa
- Mastercard
- American Express
- Diners Club
- Discover
- Maestro
- UnionPay
Digital Wallets:
- Apple Pay
- Google Pay
Shop Pay:
- Shop Pay
- Shop Pay Installments
Local Payment Methods:
- Klarna
Is my payment information safe?
Yes. All payments are processed through secure, PCI-compliant payment providers. Your complete card details are never stored on Ubirtos servers.
How is my personal data used?
Your information is used solely to process orders, assist customers, and enhance our services. Consult our Privacy Policy for full information.
Account & Ordering
Do I need an account to place an order?
No. You can checkout as a guest. Creating an account simply helps monitor orders and save address details for future purchases.
Can I modify or cancel my order?
If your order hasn't been shipped yet, contact us immediately and we'll try to adjust or cancel it. If the order has already been shipped, you can request a return once it is delivered.
Need help with an order?
Our support team is available to help:
Email: contact@ubirtos.com
Need Further Assistance?
You can reach us anytime at:
DBA: Ubirtos
Contact Form: Here
Business Address: Studio 203b, 7b Mapesbury Road, London, England, NW2 4HX, United Kingdom
Phone: +44 20 7946 0526
Email: contact@ubirtos.com
Live Chat & Customer Support Hours:
Monday to Friday - 9AM to 6PM GMT
We respond to your emails within 24h.