FAQ's – UB Online Store

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EXCHANGES AND RETURNS

I want to exchange or return my item(s).

You want to return your items because:

  • It’s defective
  • It’s not the right size
  • I don’t like the color
  • I don’t like the item
  • Or Other

You MUST first contact us by email (info@ubonlinestore.com)or through our social media platforms (below) requesting to exchange or return your item(s). In your email, please state your name, address and phone number. Also, attach a picture of the item(s) and a picture of your invoice. The item(s) must be in its original conditions. They must not look worn and must still contain the original tag(s). We DO NOT exchange items without tags or a receipt.

We will than let you know how to further proceed in accordance with the following:

  1. You will need to place the items and your invoice in the original packaging. If you don’t have the original packaging you can place them in a packaging of your own, but we cannot be responsible for any damages during shipping.
  1. If your package was shipped by Chronopost you will have received, inside your package, a return label. You will have to place the label on the outside of your package making sure it covers the original label. You will then have to take your package to your nearest Chronopost location. You can look it up at dpd.com.

If your package is being shipped by UPS or DHL Express, you will receive a label after you contact us and we will schedule the best time for your package to be picked up by the shipping company. As an alternative, you can also take the package to an UPS or DHL Express location of your choice once you have received your return label from us.

- When exchanging an item(s) the first exchange is always free of charge within the European Union.

- When returning an item(s) you will be responsible for ALL the shipping fees, i.e. you will be responsible for both the delivery and the return shipping fees even if you were not required to pay them the first time around.

Note: If you decide to send us an item back, weather you are exchanging or returning, without first contacting us we will be responsible for all fees, damages or possible loses.

 

I lost my return label

You want to return an item but can’t find your return label?

Don’t worry! Just send us an email at info@ubonlinestore.comand we will sort it out.

Note: You will only have received a return label if your package was shipped by Chronopost. If your package was shipped by UPS or DHL Express you have to contact us at info@ubonlinestore.comand request your return label.

 

Can I return more than one order or items from different orders in one go?

Yes, you can! Just make sure that when you email us at info@ubonlinestore.comor reach out to us through our social media platforms (below)you state that you will be returning from different orders. Also, don’t forget to place the invoice from each order inside the package.

 

How much does it cost to exchange my item(s)?

For countries within the European Union, the shipping fees are always free when exchanging for the first time. This means that you will not be charged the fee associated with the shipment back to our storage facility.

When exchanging for the second time, or if you are from a country that does not belong to the European Union, the following rates apply:

 

Continental Portugal and Continental Spain: Between 5 and 10 Euros

Madeira, Azores and Balearic Islands: Between 8 and 16 Euros

Italy, Denmark, Czech Republic, Poland and Latvia: Between 8 and 16 Euros

France, Germany, Austria, Belgium, Netherlands, Lithuania, Luxembourg, United Kingdom, and Northern Ireland: Between 8 and 24 Euros

Sweden, Finland, Croatia, Slovenia, Slovakia, Greece, Romania, Estonia, Hungary and Bulgaria: Between 12 and 24 Euros

Canary Islands, Melilla, Andorra, Gibraltar and rest of the world: Between 15 and 25 Euros

When you request an exchange, we will let you know in detail what charges will be applied to you. However, if you have any questions please email us at info@ubonlinestore.comor reach out to us through our social media pages (below) for more information.

 

How much does it cost to return my item(s)?

If you want to return your items, the following shipping costs associated with the fees charged from you to our storage facility apply:

 

Continental Portugal and Continental Spain: Between 5 and 10 Euros

Madeira, Azores and Balearic Islands: Between 8 and 16 Euros

Italy, Denmark, Czech Republic, Poland and Latvia: Between 8 and 16 Euros

France, Germany, Austria, Belgium, Netherlands, Lithuania, Luxembourg, United Kingdom, and Northern Ireland: Between 8 and 24 Euros

Sweden, Finland, Croatia, Slovenia, Slovakia, Greece, Romania, Estonia, Hungary and Bulgaria: Between 12 and 24 Euros

Canary Islands, Melilla, Andorra, Gibraltar and rest of the world: Between 15 and 25 Euros

When you request a return, we will let you know in detail what charges will be applied to you. However, if you have any questions please email us at info@ubonlinestore.comor reach out to us through our social media pages (below) for more information.

 

Can I order two different sizes to try out which one is the best fit?

You may do this, but the return charges will be applied for the size you decide to return. We advise you to first order the size you think will most likely fit you. If that size doesn’t fit than go ahead a request an exchange. The first exchange is always free of charge so you will benefit from proceeding in this manner.

 

How long do I have to exchange or return my items?

You have 15 days starting from the date stated on your invoice.

 

How can I check the status of my exchange or return?

If you have any questions or doubts regarding you exchange or delivery please contact us by email (info@ubonlinestore.com) or through our social media platforms (below) stating your order number.

 

I have not yet received my refund

Refunds can take up to 30 days. We can only refund you once the item(s) have arrived at our storage facility and their condition has been verified. If you have not received a refund within 30 days please contact us immediately by email (info@ubonlinestore.com) or through our social media platforms (below) and let us know.

Note: As soon as we receive your package at our facilities we will send you an email. You must reply to that email in order for us to go ahead with the refund or exchange.

 

I got a defective item

If you receive a defective item send us an email at info@ubonlinestore.comor contact us through social media (below) with pictures of the items and of your invoice. We will contact the brand and let them know. As soon as they evaluate the condition of the items received and approve that indeed has been sent with a defect, we will ship out a new item to you within 15 days at no extra cost to you.

 

MY ORDER

I want to cancel an order or an item

Did you order the wrong item or change your mind?

  1. Within the first 2 hours you may cancel or exchange the items within your order. Please send us an email (info@ubonlinestore.com) or contact us through our social media platforms (below) stating what you wish to do.
  1. After that, but within 24h, you can cancel the order at no cost to you. If you wish to make changes to the items we will cancel your initial order and you may place another one.
  1. After 24h hours we can no longer cancel your order. Once you receive it you may exchange it or return it.
  1. If you realize that your address is wrong, please send us an email or contact us through social media as soon as possible.

 

Can I change my order once I have placed it?

You wish to change:

  • Your address
  • The items or the amount ordered
  • The shipping information
  • The billing information
  • Or Other

Yes, you may do so within 2 hours. Please email us at info@ubonlinestore.comor contact us through our social media platforms (below) requesting to do so.

 

I did not receive a confirmation email after placing my order

Please verify that the email did not get lost in your junk mail or spam folder. Also, if you have an account please login and make sure that you entered the correct email address.

If you have gone through the steps above and neither one applies to you, please send us an email at info@ubonlinestore.comor reach out to us through our social media platforms (below).

 

How can I place an order?

  1. Choose the items that you wish to purchase as well as the size in which you’d like to receive them and add them to your bag
  1. Once you have selected all the items go ahead and click on the bag icon at the top of the page in order to proceed to checkout
  1. Write down your shipping information (name and full address). In this step, you can also enter any promotional code, voucher code or gift card code that you may have
  1. Select your desired shipping method
  1. Select your method of payment

We accept the following methods of payment:

  • Cash on delivery (Portugal and Spain only)
  • iDeal
  • Credit Card
  • PayPal
  • Bank Transfer (this method is not available on the online store; you must email us at info@ubonlinestore.comor reach out to us through social media (below) requesting this method of payment)
  1. Click in ‘Finalize order’

 

Once your order is placed you will see a thank you message confirming your purchase. You will also receive an email confirmation. Once the package has left our storage facility, you will receive a second email letting you know. If you wish, please reply to this email requesting the tracking number associated to your parcel.

 

How can I request an invoice?

Do you wish to get the invoice for you last purchase? It’s easy!

You can send us an email at info@ubonlinestore.comor contact us through our social media pages (below) requesting the invoice. However, you will receive an invoice inside the package with every order you place.

If you wish to receive a gift receipt you can also contact us and we will send it to you.

 

The item(s) I want are out of stock

You can request that the items you want be set aside for you once they are back in stock. Please send us a picture of the item(s) you want along with your size, name, phone number, address and email address to info@ubonlinestore.comor to our social media platforms (below). We will get back to you as soon as we get the item(s) back in stock.

 

I want to place an order on the phone

To place orders on weekdays, you may call us between 9am and 7pm (GMT: October-March or GMT+1: March to October time zone) and use our social media platforms from 7pm to 12am (GMT: October-March or GMT+1: March to October time zone).

On weekends, you may also place orders using social media from 10am to 8pm (GMT: October-March or GMT+1: March to October time zone).

 

How can I delete an item from my shopping bag?

Next to each item you will see an X. You can click on the X in order to delete the item from your shopping bag.

You also have the option to change the amount of each item being purchased.

 

What is the TAX Payer Number at checkout?

This number is a personal number assigned to each individual, mostly in countries belonging to the European Union. This number is used for tax purposes and may not be required in your country of origin or even exist.

 

What if I want to use my company’s payment information but have it sent to my home?

That is no problem!

  1. In the shipping section write down your home address
  2. Next you will have a button that gives you the option to write down a different billing address
  3. After clicking on that option, a billing section will pop up where you can write down your company’s address

The reverse is also possible if you wish to have your package sent to your company but billed to you.

 

SHIPPING AND DELIVERY

How much are the shipping costs?

France, Germany, Austria, Belgium, Netherlands, Lithuania, Luxembourg, United Kingdom and Northern Ireland

CHRONOPOST: For orders under than or equal to 80 Euros: 8 Euros per shipment; For orders over 80 Euros: cost-free.

UPS: For express shipping in 24h on orders under 150 Euros: 15 Euros per shipment; For express shipping in 24h on orders over 150 Euros: 25 Euros per shipment.

DHL Express: For orders under than or equal to 100 Euros: 12 Euros per shipment; For orders over 100 Euros: cost-free.

 

Sweden, Finland, Croatia, Slovenia, Slovakia, Greece, Romania, Estonia, Hungary and Bulgaria

DHL Express: For orders under than or equal to 100 Euros: 12 Euros per shipment; For orders over 100 Euros: cost-free.

UPS: For express shipping in 24h on orders under 150 Euros: 15 per shipment; For express shipping in 24h on orders over 150 Euros: 25 Euros per shipment.

 

Italy, Denmark, Czech Republic, Poland and Latvia

DHL Express: For orders under than or equal to 80 Euros: 8 Euros per shipment; For orders over 80 Euros: cost-free.

UPS: For express shipping in 24h on orders under 150 Euros: 15 per shipment; For express shipping in 24h on orders over 150 Euros: 25 Euros per shipment.

 

Continental Portugal

CHRONOPOST: For orders under than or equal to 50 Euros: 5 Euros per shipment; For orders over 50 Euros: cost-free.

 

Continental Spain

SEUR: For orders under than or equal to 50 Euros: 5 Euros per shipment; For orders over 50 Euros: cost-free.

 

Madeira, Azores and Balearic Islands

DHL Express: For orders under than or equal to 80 Euros: 8 Euros per shipment; For orders over 80 Euros: cost-free.

  

Canary Islands, Melilla, Andorra, Gibraltar and Ceuta

DHL Express: For orders under 150 Euros: 15 Euros per shipment; For orders over 150 Euros: 25 Euros per shipment.

 

Rest of the world

UPS: For orders under 150 Euros: 15 Euros per shipment; For orders over 150 Euros: 25 Euros per shipment.

 

How can I track my order?

Once your order is shipped we will send you a confirmation email. You can reply to that email requesting your order’s tracking number. You can then use the number to track your order by entering it on the shipping company’s website (below).

Chronopost: www.dpd.com

DHL Express: www.dhl.com

UPS: www.ups.com

If anything happens to your parcel during shipment, we will immediately reach out to you.

 

How long will it take to receive my order?

Continental Portugal

Carrier: Chronopost

Delivery time: up to 24 hours

 

Continental Spain

Carrier: SEUR

Delivery Time: 24 hours - 48 hours

 

European Union (France, Germany, Austria, Belgium, Netherlands, Latvia, Luxembourg, United Kingdom, Northern Ireland, Poland, Czech Republic, Italy, Denmark, Sweden, Finland, Croatia, Slovenia, Slovakia, Greece, Romania, Lithuania, Estonia and Hungary)

Carrier: UPS

Delivery time: 24 hours

Carrier: Chronopost

Delivery time: 3 - 5 business days

 

Madeira, Azores, Balearic Islands, Canary Islands, Melilla, Andorra, Malta, Bulgaria, Gibraltar and Ceuta

Carrier: DHL Express

Delivery time: 5 - 7 business days

 

Switzerland and rest of the world

Carrier: UPS

Delivery time: 24 hours - 72 hours

 

Note: Delivery times may change according to external factors such as holidays, weekends, festive dates, time zones and country laws (customs). If a delivery is attempted but no one is at the address, that can also delay the delivery.

 

What if my parcel does not arrive within the time stipulated?

Please send us an email at info@ubonlinestore.comor contact us through our social media platforms (below) so we can proceed to check out the reason for the delay. If the delay was not caused by external factors such as holidays, weekends, festive dates, time zones or country laws (customs), we will refund you the shipping costs.

Shipping country’s permanent holidays: January 1st(New Year); April 25th(Liberty Day); May 1st(Worker’s Day); May 30th(Religious Holiday); June 10th(Nacional Day); August 15th(Religious Holiday); October 5th(Republic Day); November 1st(Religious Holiday); December 1st(Religious Holiday); December 8th(Religious Holiday); December 25th(Christmas).

 

How can I find a pickup location?

Pickup locations are used in the following circumstances:

  1. If you want to choose a pickup location for your delivery instead of your home address
  2. If you are returning items

 

To find you nearest pickup location, please follow the links below:

Chronopost: www.dpd.com

DHL Express: www.dhl.com

UPS: www.ups.com

 

If you have any doubts email us at info@ubonlinestore.comor contact us through our social media pages (below).

 

I want to change the delivery address before my package has left storage

You can change your address by sending us an email (info@ubonlinestore.com) or by contacting us through our social media platforms (below) within 2 hours of placing your order.

Note: You CANNOT write down the address of a pickup location on your order. If you wish to receive your order at a pickup location, please email us or reach out to us on social media and ask for your tracking number. You must than contact the shipping company requesting to do so as soon as possible.

 

I want to change the delivery address after my package has left storage

Did you place an order with an address but while it was being delivered you saw the need to change it? That is no problem!

Once 2 hours have gone by you will first need to request the tracking number. Once you have the tracking number you can either email us at info@ubonlinestore.comor reach out to us through our social media platforms (below)and we will get a hold of the shipping company for you or you can directly contact the shipping company and request that they change the delivery address.

However, if this is the case you will be responsible for the extra shipping costs. These shipping fees will be the same as the initial shipping fees applied.

 

I will not be at home on the day of my delivery

If you wish to, you can receive your order at a pickup location. For that, you must email us atinfo@ubonlinestore.comor contact us through our social media platforms (below) requesting your tracking number. You can than contact the shipping company and request to pick up your parcel at a pickup location. Bear in mind that if you don’t request this within 24 hours or you are not home when the company attempts to deliver your package, there will be a delay in delivery.

As an alternative you can also contact us and request a new day for delivery.

 

Can someone else receive my package for me?

Yes, no problem!

Just keep in mind that this person will have to sign a document stating that he or she received the order. The person receiving the package will have to show their ID to the delivery man as well.

 

I received my package in poor conditions

If you received a package in poor conditions, please go through the following steps:

  1. Take pictures of your package immediately upon arrival
  2. Contact the shipping company and file a complaint

Please send us an email info@ubonlinestore.comor reach out to us through our social media platforms (below) and we will try to understand the reason. However, we take pictures to all packages before leaving our facilities. As soon as the package leaves our facilities, it no longer is our responsibility to keep it in good condition. The shipping company becomes responsible for delivering it in proper conditions.

 

PAYMENT

What are the payment methods available?

We accept the following methods of payment:

  • Cash on delivery (Portugal and Spain only)
  • iDeal
  • Credit Card
  • PayPal
  • Bank transfer (please email us at info@ubonlinestore.comor reach out to us through social media (below) requesting to use this payment method; this method is not available on the online store)

 

How can I pay using the bank transfer method?

You have to please send us an email at info@ubonlinestore.comor contact us through our social media platforms (below) and we will send you our bank details required for you to complete the transfer. You have 24 hours to do so.

 

Are your methods of payment safe?

UB Online Store uses one of the most secure online order placing systems available and is constantly improving its software in order to offer its members the greatest possible safety. We have an important responsibility and commitment regarding the safety of our website and the protection of our customers’ data. Therefore, we use a server certificate - also known as a digital certificate - that secures our identity as well as an encryption of Secure Sockets Layer (SSL) data transmission. See our Privacy Policy.

 

GIFTCARDS AND DISCOUNT CODES

How does a gift card work?

The main intent of a gift card is to offer someone else money to spend on our online store. The gift card can be personalized with a message if you wish. A gift card comes with a code that contains a specific money value. You can use your gift card as many times as you wish, at checkout, until you use up its value.

 

I received a gift card. How can I use it?

  1. Once you have added all your items to your shopping bag proceed to checkout
  2. At checkout you will be required to enter the gift card’s code

You have 6 months to use your gift card.

You cannot use both a gift card and a discount code in the same purchase.

Note: The gift card code must be written exactly as is. It is uppercase and lowercase sensitive. Spacing must also be obeyed

 

Where can I purchase a gift card?

If you wish to purchase a gift card, either for yourself or as a gift to someone else, please email us at info@ubonlinestore.comor reach out to us on our social media platforms (below). We will than send you a link for you to make the payment using PayPal or a credit card.

 

What is a discount code?

A discount code is a code that will offer you a percentage off your purchase. You can only use each discount code once.

 

How can I get discount codes?

Currently we have a challenge on WhatsApp!

If you want to get 10% off on your next purchase go on your WhatsApp account! 

  1. Add our online store’s contact to your contact list - +351962003008.
  2. Send us, through WhatsApp, the word 'HELLO'.

Take advantage! Let us know what kind of customer you are and what kind of news you want to receive through WhatsApp: 

- I'm ADDICTED - It means that you want to receive news every week via WhatsApp

- I'm TRENDY - It means that you want to receive news every 15 days via WhatsApp

- I'm COOL - It means that you want to receive news once a month via WhatsApp

 Example of a message: HELLO, ADDICTED

Send us a message and you will receive a 10% discount to use immediately.

 

How can I use a discount code?

  1. Once you have added all your items to your shopping bag proceed to checkout
  2. At checkout you will be required to enter your discount code

You cannot use both a gift card and a discount code in the same purchase.

Note: The discount code must be written exactly as is. It is uppercase and lowercase sensitive. Spacing must also be obeyed.

 

My gift card or discount code doesn’t work

You can only use you discount code once.

Your gift card can only be used while it still has money in it.

Also, keep in mind that gift cards are only valid for 6 months.

If neither one of these is the situation you find yourself in but still cannot use you code or gift card please email us at info@ubonlinestore.comor contact us thorough social media platforms (below).

 

CUSTOMER ACCOUNT

How can I change my personal information?

  1. Login to your account
  2. Go to ‘My Account’

You can change your personal information except for email address and password. If you wish to change this, you can delete your current account and create a new one.

 

I want to set up an account. How do I do it?

  1. Click in login (desktop version) or on the profile icon (mobile version)
  2. Click in create account and follow the steps

You have the option to create an account using Facebook or you can create your account by entering your information manually.

 

I wish to delete my account. How can I do it?

If you wish to delete your account, please email us at info@ubonlinestore.comor reach out to us on our social media platforms (below).

 

I forgot my password. How can I retrieve it?

  1. Go to login and click on ‘Forgot my password’
  2. Write down your email and submit
  3. You will receive an email to reset your password
  4. Click the button ‘Reset your password’ on our email
  5. You will be redirected to a page and asked to rewrite your desired password

 

How do I log in to my account?

It’s simple! Just click in login (desktop version) or on the profile icon (mobile version) and enter your credentials.

 

NEWSLETTERS

What is the UB Online Store newsletter?

Our newsletter is a weekly email that contains exclusive offers, discount codes, information about new products and information about products low in stock.

 

I am not receiving your newsletters. What can I do?

Send us an email at info@ubonlinestore.comor reach out to us through our social media (below) and let us know.

 

Phone Number: +351962003008

Facebook: www.facebook.com/ubonlinestorecom

Instagram: @ubonlinestore

WhatsApp(8:00 am - 9:00 pm): +351962003008

 

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