RETURN FOR AN EXCHANGE OR REFUND

If you receive anything you are unhappy with for any reason, we'll help you with an exchange or refund within 40 days from purchase.

Before you return your items, make sure they are:

• in the same condition they were when you received them;
• not worn, washed or altered, have their original swing tags and/or are still in their original packaging;
• swimwear, underwear, and bodysuits must have hygiene stickers in tact;
• Not earrings, face masks or sexual wellness products. For hygiene reasons, we cannot accept returns for these products.
• Our E-Gift Cards and Physical Gift Cards are non-refundable.

If you need to return or exchange packaged goods such as shoes, watches, headphones, and sunglasses, they must be returned to Universal Store in the original unmarked packaging. If you are returning these items, please make sure you package them securely so that the box cannot get damaged during its return journey. Please do not stick returns labels to the shoe boxes or tape up your returning shoe box. If these items are returned in an unsatisfactory condition, Universal Store may not be able to offer a refund or an exchange.

Please note that shipping costs won't be included in the refund, we will cover the expense of your return shipment to us, making it hassle-free for you.

Universal Store Returns department operates Monday to Friday. Once your order is received in our warehouse, our returns team will inspect and process the goods within 72 business hours. Universal Store cannot accept cash on delivery returns.

Please note that NO returns or exchanges can be made in person at our warehouse. Please Contact Help if you are having trouble returning your order.

If your order arrives faulty or damaged, please contact our Help team within 48 hours. We'll do our best to resolve the situation as soon as possible.

If a fault appears in your product through normal wear, email some pictures of your faulty item lying flat in good lighting, along with a copy of your receipt or some kind of proof of purchase. Our Faulty Returns team will inspect your claim and if your item is deemed faulty, we'll arrange free return postage so that you can send it back for a refund or an exchange. Once our returns team receives the goods, we'll process your refund or exchange as soon as possible and email you when the process is complete.

Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you as informed and updated as possible. Universal Store is not responsible for the processes or policies implemented by third party manufacturers.

If you are unsure about a faulty item or warranty repair, contact our Help Team. We'll help you through the faulty returns or warranty repairs process.

All Universal Store suppliers offer manufacturer's warranties on their product range – each brand has different policies and timeframes specific to their product and supply chain. Manufacturer's warranty can only be claimed on defects that happened during manufacturing. Warranty claims require proof of purchase.

Manufacturer warranties do not cover ‘wear and tear' which is the expected decline in the product's condition from normal, everyday use. While brand warranties vary a lot in detail, for defective or faulty products, our suppliers will repair or replace goods (or part of them); resupply or fix a problem with services (or part of them); or provide compensation to the customer.

Denim Warranty:

Universal Store offers a 12 month warranty on all our denim brands!

If your jeans exhibit a manufacturer's defect or fault within the first 12 months you may return them to Universal Store for an exchange or refund.

The warranty does not cover rips extending or natural fading / discolouring. If you are unsure about whether your jeans qualify for the warranty return, contact our Help Team. We’ll help you through the faulty returns or warranty process.

Accessories Warranty:

Refer to the guide below for brand-specific warranty periods:

*Watches: During the warranty period, watch movements, hands, and dials are the only components covered under warranty. These warranties do not cover the watch bands or clasps.