Frequently asked questions
Here you can find answers to the most frequently asked questions. If you don't find the answer to your question below, please send an email to firstname.lastname@example.org, and we will get back to you as soon as possible.
We offer payment via Klarna and/or Paypal. The payment option available depends on the country you order from. Both Klarna and Paypal which offer different options for your payment.
SHIPPING AND DELIVERY
We normally pack your order within 24 hours after it has been placed (business days). From when the shipping agent has picked up the order from our warehouse, delivery time is about 2-4 days.
Once we have shipped your package, you will receive an email with a tracking link.
Your package will be delivered via the method you selected at the checkout. As soon as your package is ready to be picked up, you will be notified via text message or email.
If you have not received your order confirmation, please first check your spam folder. You are also welcome to contact us at email@example.com so we can assist you.
We do not currently process any exchanges. If you wish to exchange a product, please make a return claim and place a new order.
Replacement of goods with a promotional price
If you wish to change a garment you bought on sale, you will get the same price when changing to another size. Email us at firstname.lastname@example.org and provide your order number so we can assist you.
Sweden and within the EU:
Uhip offers free returns when you use the prepaid return label that comes with your package (when ordering from an EU country). Please note that we cannot be responsible for a return sent to us by any other means than by using our prepaid return label.
Outside the EU:
If you live outside the EU, please register your item to return using the link below. You will receive your prepaid return label to your email address within two hours after registration. The email is sent from OGOship/Uhip and might be in the spam folder. Register your return.
You have 30 days from the time you receive your shipment to return it, provided that the garment is unused and still has the original labels attached.
Here's how to return your item(s):
● Fold the garment to its original form. Make sure the zippers are pulled up and the labels are attached.
● Put the garment back in the transparent bag.
● Pack the garment and attach the return label to the package. You do not need to attach a delivery note in your package, the return label will direct the return to the correct order/purchase for a refund.
● Sweden and within the EU: Hand in the package at any DHL Freight/Postnord agent (depending on what your return label specifies). Please write down the return package number and keep your receipt.
● Outside the EU: Submit your package to your agent. Please check if your return label is valid for DHL Parcel Connect or DHL Express as they have different agents.
For DHL Express, it is also possible to book a pick-up via their website using your Waybill number found on the label.
For goods purchased from November 15 - December 15, the return policy is valid until January 15.
What happens next?
Our warehouse receives and registers your return, which is usually handled within 2-4 working days from when it arrives at our warehouse.
We will then notify Klarna/Paypal of your return and they will adjust/refund your purchase. It may take up to 10 business days for your purchase to be adjusted/refunded.
Please note that shipping costs are non-refundable.
Unfortunately, we do not have gift cards for our webshop at the moment, but we hope to offer this in the future.
If you wish to buy a gift and want help with, for example, an extended exchange policy, please email us at email@example.com so we can assist you.
Enter your discount code at the checkout in the box dedicated to discount codes.
Please note that you cannot combine different discount codes and that most discount codes cannot be combined with other discounts or already discounted items.
WARRANTY & REPAIR
Uhip is responsible for any faults in your item, provided they were present in the item when you received it. Such a fault does not need to have been noticed right away. It may even appear after some time. Uhip cannot be held responsible for a fault that is due to neglect, incorrect use (handling error), accident or similar.
Faults that appear within six months after the goods were delivered are assumed to have existed at the time of delivery unless otherwise shown. If the fault only appears later, the consumer must be able to prove that the fault already existed at the time of delivery, that is, that it is an 'original fault'.
If it turns out to be an original fault, you may have the right to:
● have the item mended
● get a new, fault-less item
● get a deduction on the price
Advertise a used garment
Register your claim here. Answer a few questions and upload a picture - it only takes a few minutes. If you made the purchase in our webshop, please have your order number ready, otherwise leave the field for the order number blank and register your claim without it.
Once we have received your request, we will get back to you as soon as we can. This is normally within 3-5 working days.
During high season, promotions and holidays, the processing time for complaints may take longer.
Questions regarding products and model selection:
Questions regarding your delivery: firstname.lastname@example.org
Comment or complaint regarding a product:
Other questions (regarding your order, returns, payment, etc.) :
Are you a reseller and want to get in touch with our sales department?