Our Shipping Policy
For non European Union orders, EU sales tax (20%) will be removed from the total value of your order when calculating shipping in your cart. Please note that you will be liable for any local sales tax and customs duties before receiving your goods.
All orders will be shipped via an insured, signed for courier service and you will be provided with a tracking number via email once your order has been dispatched.
Shipping is calculated at the following rates:
UK – Free of charge
Europe – £10
Rest of the world – £20
If you are away from the delivery address our courier will put a card through your door allowing you to re-book a delivery with the courier or allow you to pick up the order from the depot or sorting office. The courier has the right to attempt a delivery to a near by neighbour, rather than redelivering the next day.
Upper Downs reserves the right to charge the full shipping fee applicable to resend if the item is returned to us because the customer could not take delivery for any reason. Any courier returned items will be added back into our stock and your payment method credited with the order total, minus the fee the courier charges us to deliver the item back to us. You will have to replace the order to have the item re-shipped. If you require a refund on items returned by the courier this will be done minus the couriers fee.
If a customer inputs any incorrect address details on their order, which causes the parcel to be delivered incorrectly. We will not hold any responsibility for this parcel.ie, the customer will have to try and retrieve the parcel themselves at their cost.
Product Delivery Errors
Delivery errors must be reported within 1 day of date of delivery. All orders are double checked before leaving our warehouse.
If you are a UK customer and you have not received your order within 7 days of dispatch date, then you must notify us within this timeframe If you notify us after 7 days then we will not be responsible for its location, and we may not be able to claim for the parcel if it lost/stolen.
For all international orders please allow for up to 14 days for delivery (country dependent), please ensure you notify us if your delivery has not arrived after 14 days.
If you have received your parcel in poor condition/damaged or have items missing. Please ensure you keep all outer packaging so that the courier can collect the box for their investigation.
Please note, due to all orders being signed for we do not send to PO Box addresses.
Our Returns Policy
We want to make your experience of purchasing our products easy, we also want you to be 100% happy with your purchase. With this in mind we offer a 30 day returns policy from the purchase date for either a refund or exchange, on the basis that the product is returned in its original packaging and in the same condition as when you received it.
For any returns or exchanges, you will need to complete and print out our returns form with your request and enclose this with your item in the original packaging.
Due to the limited availability of our products certain sizes and colours may not be available, please contact us directly prior to arranging an exchange so we can assist you in issuing a replacement.
Returns within the UK are provided via a pre paid shipping label, please contact us so we can issue you one if required.
For returns outside of the UK you will be responsible for return shipping costs, except in the event of damaged or faulty products. In these circumstances please ensure that any returns are sent via a tracked and insured service. Refunds will be processed within 7 days of receiving your item.
In the event that faulty or damaged items are returned, we will issue a replacement or refund on the receipt of goods. If international return postage fees have been paid, these will be refunded to you upon our receipt of the goods.
Conditions of Return
Please make sure the item is not visibly worn, damaged, marked in anyway with pen or grease, washed, smells of smoke, aftershave, perfume, deodorant or washing powder, or is any condition that we deem renders the item un-saleable. Due to the high value of our garments, please make sure you take adequate steps to ensure the security of the contents during transit back, we cannot be held responsible for exchange or refund if reasonable steps are not taken.
All items must be returned with all relevant swing tags, labeling, branding and any accompanying marketing material specific to the item. Occasionally we offer free items with your purchase. If you are returning your item for a refund any free item(s) must also be returned at the same time.
Please post any returns to the following address:
Upper Downs Apparel Limited
29 St Johns Road