Got a question? You’re in the right place. Take a look at some of our most frequently asked questions to find your answer.
Returns and Refunds
How do I return an item?
Changed your mind? No worries. To return an item, simply get in touch with our customer service team so they can get the ball rolling and choose the best option for you.
For everything you need to know, head over to our Returns Policy page.
How long do I have to return an item?
If you want to return an item, we’re happy to offer a refund as long as it’s returned within 30 days of purchase.
Are your returns free?
We can only refund the postage costs for returning an item if it was incorrect or faulty.
How long will it take for my refund to be processed?
We'll process your refund within 30 days. Once it's all done on our end, it's over to your bank. They'll usually take 3-5 working days to pop the funds back into your account.
Can I exchange an item?
Yes you can, but unfortunately we don’t have a direct exchange process. If you’d like to exchange an item for any reason, the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund.
Can I return nutritional products, such as energy bars?
In order to return nutritional products such as energy bars and drinks, they must be unopened and still in their original packaging.
What items are non-refundable?
For hygiene reasons, we can’t refund items including socks, face masks and face filters if the packaging has been opened or removed. Nutritional products such as energy bars and drinks are also non-refundable if they’ve been opened.
However these items are refundable if they remain unopened and in their original packaging.
Order Issues
I’ve received an incorrect item, what should I do?
We’re sorry if you’ve received the wrong item. Simply get in touch with us so we can make it right.
For everything you need to know, head over to our Returns Policy page.
I’ve received a faulty item, what should I do?
We’re sorry if you’ve received a damaged or faulty item. Simply get in touch with us so we can make it right.
For everything you need to know, head over to our Returns Policy page.
I’m missing an item from my order, what should I do?
We’re sorry if we’ve missed something from your order. Before contacting us, it’s best to check the following:
-
We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately.
-
The item(s) you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
If it’s still missing, please let us know at returns@unsponsored.com within 30 days of purchase and we’ll help make it right.
I’m having problems placing an order on your website.
If you're having problems accessing the checkout or any part of our website, then please get in touch with us so we can fix this for you!
Delivery
Where’s my order?
All orders are processed within 1-3 working days and shipped for 2 days delivery. We’ll send you an email regarding the dispatch of your order and when we expect it to arrive. Please note that orders aren’t shipped or delivered on Sundays or public holidays.
However due to Covid-19 and increased online shopping, Royal Mail deliveries are taking 1-2 weeks, sometimes longer. Also if we’re experiencing a high volume of orders, shipments may be delayed by a few days. So please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we'll contact you via email or telephone.
We apologise for any delays that are beyond our control.
For more information on delivery estimates, take a look at our Delivery Policy. If you still haven’t received your order, simply contact us and we’ll help sort it out.
What happens if I’m not in when my order arrives?
If you’re not in, our delivery partner will usually try to deliver more than once.
Alternatively they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place, when they’ll try to re-deliver or give you details on how to collect it.
How much does UK delivery cost?
You can find all of our UK shipping costs and delivery estimates on our Delivery Policy page.
Do you ship internationally?
We currently don't ship internationally. However if this is something you're particularly interested in, please feel free to get in touch with us about it.
Covid-19
What measures are Unsponsored taking to protect customers and staff from Covid-19?
We’re constantly monitoring the situation and following the latest advice from the UK Government and the World Health Organisation (WHO). We’re also taking additional safety measures in our warehouse to protect both our customers and staff:
All Unsponsored employees have received additional education and training on hand hygiene and we’ve installed additional hand sanitisers throughout the warehouse.
We’re adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough.
We’re also taking extra precautions on reducing any touch and transmission points throughout our warehouse.
What are your Covid-19 delivery measures?
In response to Covid-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently a slight delay to our delivery services due to the volume of parcels, which means your order may take longer to arrive than usual. We apologise for any delays that are beyond our control.
We hope that you understand and appreciate that the measures that have been implemented are to protect you and ensure we can continue to operate as normal.
Still can’t find your answer?
Get in touch with us on 01623 232126 or email us at sales@unsponsored.com.
