Shipping policy

This Shipping Policy explains how orders placed through www.ulgear.co.uk are processed and delivered.

ULgear is a trading name of ULGEAR LTD, a company registered in Scotland under company number SC875649. Our registered office is 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN.

Order processing

Orders are normally processed and dispatched within 1–2 business days.

Orders placed after our daily collection time, at weekends or on UK public holidays will begin processing on the next business day.

During particularly busy periods, new product launches or public holidays, processing may take slightly longer. Where a product has a different dispatch time, this will be clearly stated on the relevant product page.

Once your order has been dispatched, we will send a confirmation email using the email address provided at checkout.

United Kingdom delivery

We currently deliver throughout the United Kingdom.

Delivery estimates begin from the date your order is dispatched, rather than the date on which the order is placed.

The available service, final delivery charge and estimated delivery timeframe will be displayed at checkout before payment is completed.

International delivery

We offer international delivery only to the countries available in the country selector and at checkout.

International shipping charges and estimated delivery times vary according to the destination and order. The available delivery service, shipping cost and estimated timeframe will be displayed at checkout before payment.

European Union international orders are expected to arrive within 3-5 business days. All other international orders where countries are supported and listed within our store at checkout are expected to arrive within 5-8 business days, although customs processing, local postal services and other circumstances outside our direct control may cause delays.

Import taxes, duties and customs charges

International orders may be subject to import VAT, customs duties, handling charges or other fees imposed by the destination country.

Unless the checkout specifically states that these charges have been collected in advance, the customer is responsible for paying any import taxes, customs duties or carrier handling fees charged by their local authorities or delivery provider.

These charges are not controlled by ULgear and are not included in the product price or shipping charge unless expressly stated at checkout. Customs and import charges can apply when parcels are sent between the UK and another customs territory.

Customers are responsible for checking the applicable import rules and charges in their country before placing an order.

Delivery estimates

All delivery timeframes are estimates and are not guaranteed delivery dates.

Delays may occasionally occur because of:

• adverse weather;
• postal or courier disruption;
• customs inspections;
• public holidays;
• unusually high parcel volumes;
• incorrect or incomplete delivery information; or
• circumstances outside our reasonable control.

Under UK distance-selling rules, goods must generally be delivered within 30 days unless a different timeframe has been agreed with the customer. Nothing in this policy affects those statutory rights.

Tracking

Where tracking is included with the selected delivery service, the tracking details will be sent to the email address provided at checkout.

Some lower-cost standard delivery services may provide delivery confirmation rather than full point-to-point tracking. The available delivery service will be shown at checkout.

Tracking information may take up to 24 hours after dispatch to begin displaying updates.

Incorrect or incomplete addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your delivery details carefully before completing checkout. Contact us as soon as possible if you notice an error.

We will try to amend the address where the order has not yet been dispatched, but we cannot guarantee that changes will be possible once processing has begun.

If an order is returned to us because the customer supplied an incorrect or incomplete address, we may ask the customer to pay the reasonable cost of sending the order again. This does not apply where the address error was caused by ULgear.

Failed delivery and uncollected parcels

Customers are responsible for following any delivery instructions or collection notices provided by the carrier.

If a parcel is returned to us because delivery was repeatedly unsuccessful or it was not collected within the carrier’s collection period, please contact us. We can arrange redelivery, although an additional delivery charge may apply where the failed delivery was not caused by ULgear or the carrier.

Delayed orders

Please first check:

1. the estimated delivery period shown in your dispatch email;
2. any tracking or delivery-confirmation information;
3. whether the carrier has left the parcel with a neighbour or in a safe place; and
4. whether a delivery or collection card has been left.

Where the estimated delivery period has passed, contact us at info@ulgear.co.uk with your order number and delivery address.

We will investigate the delivery with the postal service or courier. The delivery contract remains between the customer and ULgear, so customers will not be required to resolve a lost-order claim directly with our carrier.

Lost orders

Where an order is confirmed as lost in transit, we will offer an appropriate replacement or refund.

A parcel will not necessarily be treated as lost immediately after its estimated delivery date. Carriers normally require a reasonable investigation period before confirming that a parcel has been lost.

This does not affect your statutory rights.

Damaged parcels or incorrect items

Please inspect your order as soon as reasonably possible after delivery.

Contact info@ulgear.co.uk promptly if:

• the parcel arrives damaged;
• an item is missing;
• you receive the wrong item; or
• the product is damaged or defective.

Please include your order number, a description of the problem and, where reasonably possible, photographs of the product and packaging. Photographs help us investigate the issue with the delivery provider but do not reduce your statutory rights.

Where we have supplied a damaged, faulty or incorrect product, we will arrange an appropriate replacement, refund or other remedy and will not require you to pay reasonable return-delivery costs.

Split deliveries

Where an order contains several products, we may occasionally send the products in separate parcels. You will not be charged additional shipping costs where we decide to split an order.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order.

We will try to accommodate the request where the order has not entered dispatch processing. Once an order has been dispatched, it cannot normally be recalled and will instead need to be handled in accordance with our Refund Policy.

Risk during delivery

ULgear remains responsible for the goods until they are delivered into the physical possession of the customer or another person identified by the customer to receive them.

An exception may apply where the customer independently appoints a carrier that was not offered by ULgear. UK consumer legislation generally places delivery risk on the trader until the customer, or their nominated recipient, takes physical possession.

Contact us

Questions about shipping or an existing delivery can be sent to:

ULGEAR LTD
Trading as ULgear
Company number: SC875649
Registered office: 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN
Email: info@ulgear.co.uk

Please include your order number when contacting us about an existing order.