Returns
BLACK WEEK
All purchases made during the Black Week sale are final sale. If you wish to return an item, store credit will be issued. However, you may exchange sizes at no additional cost.
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UK returns
You must return your item(s) back to us no later than 14 days from the delivery date. A £2.50 returns fee will be deducted from your refund as we want to discourage returns where possible to help with our carbon footprint and effect on the environment. Please email us to begin the returns process: hello@untoldstory.co.uk
*Please note that if you wish to exchange the product for a different size or style, the returns charge will be waived*
To be eligible for a return, all products must be in the same condition as you received them, unworn, with tags and seals still attached, and in its original packaging (box and all). We will not accept any items returned without the tag-seal intact or any knickers with any evidence of them being worn. All knickers must be tried on with your own underwear underneath.
Please allow up to 14 working days for us to receive and process returned items.
You will receive a confirmation email when we have received your return, it has been inspected by our team and your refund has been processed.
Please ensure to obtain ‘proof of postage'. All returned goods remain the responsibility of the customer until they reach Untold Story. We don’t guarantee that we will receive your returned item.
Please note, we do not refund any shipping costs applied to your original order should you choose to make a partial or full return.
If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, but please email us at hello@untoldstory.co.uk and we will see if we can help you.
Additional non-returnable items:
* Gift cards
* Some health and personal care items
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@untoldstory.co.uk
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
International Returns
If you need to return anything, send us a message at hello@untoldstory.co.uk and we will let you know what to do. The return will be at your own cost, via the courier of your choosing.
In the case of returning items, the customer is responsible for all shipping costs and customs charges which must be paid in advance. We will not be able to cover any customs handling charges on return. If such a case arises we will not be able to accept the return and the goods will be sent back to you.
You will receive a confirmation email when we have received your return, it has been inspected by our team and your refund has been processed.
We will only cover return international shipping costs on faulty goods, following inspection by the team. In this case a full refund will be processed inclusive of return shipping costs. Please note, all items are inspected thoroughly before sending from our stockroom.
Please send multiple items in one shipment for ease of processing.
Faulty or damaged items
If your item is incorrect or faulty please contact hello@untoldstory.co.uk within 14 days of the receipt of the parcel in order to obtain either a refund or a replacement. Please do not post any faulty or incorrect items back to us before you have been advised by our customer care team.
Please note, all items are inspected thoroughly before sending from our stockroom.
Exchanges
Sorry! We do not offer exchanges at this time. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@untoldstory.co.uk
Cancelling your order
If you would like to cancel your order, please email us at hello@untoldstory.co.uk or send us a Instagram DM @untoldstory as soon as possible following order confirmation, and we will try our best to follow up your request before your order has been dispatched.
Once we have received and processed your email or message, we will confirm the location of your order and if we are able to cancel before dispatch, we will process a full refund, inclusive of shipping charges.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
