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Faq

General Information

+ - Contact Us

Hopefully, you will find the answer from one of the links we have on our support centre but, if you still need help, drop us a line at info@unnaaty.com and one of our team members will get in touch with you within 48 working hours.

Our working hours:

Monday to Friday – 9:00 a.m. to 5:30 p.m. (U.K. time)
Saturday – Closed
Sunday – Closed
Alternatively, you could contact us on social media 7 days a week and we would try and respond to your query within 1 hour between 9:00 a.m. – 5:30 p.m. (U.K. time)
Social media links: 
Or Call us at +44-7926 772205 during the above mentioned business hours.
+ - Pop-up Stores!
All information regarding Unnaaty events can be found on our blog. We will also post about it on our social media accounts, so keep an eye, we may be coming to a city near you.
+ - Do you have vegan friendly products on your website?

Some of the products that are sold at Unnaaty are vegan friendly for example, organic soaps made by Arthouse Unlimited and The Soap Co. You can find out if a product of your choice is vegan friendly in the description or additional information section of that particular product.

+ - Does the company trade fair?

We strongly believe in the ethical values that form the base for Unnaaty and we practice them at every stage of our business operations. Each of our products are ethically sourced and their makers are given due credit at different places across the website. You can find out more about how we work here.

+ - I want to change my order
Order
We are unable to make changes to your order once it has been placed via the website i.e. the payment is processed. This includes:
Changing the item or size
Changing the billing or delivery address
Adding items to your order
Shipping method
If you no longer want the products, you will have to follow the return process.
*if you put incorrect address at checkout, unfortunately we cannot be held accountable if the order goes missing. We are not liable to refund/replace this order.
+ - I have received defective or wrong product

If you have received defective, damaged or wrong product, write an email to us within 7 working days from the date of delivery and we will process an exchange if the same product is in stock. If the product to be replaced is not available we will offer an option of gift card or refund for it.

To exchange the products, mail it to:

Unnaaty
109-117, University House,
Middlesex street
London
E1 7JF
U.K.
A replacement will be sent out within 3-5 working days from the day the original item is received. Refunds will be processed within 5 working days and gift-cards will be sent to your email address with 3 working days from the date the original item is received.
+ - I want to return the product
At Unnaaty we offer 14 days hassle free return. Write an email to us at info@unnaaty.com within 14 days from the date the product was delivered to you and a member of the team will be there to assist you with the return process. Please attach a copy of receipt or proof of purchase to the request email.
Please Note: On account of the unforeseen COVID-19 pandemic, we have increased the period of return to 6 months from the date of delivery. (Applicable to all orders received between 25-03-2020 to 31-07-2020)
 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 
 
Some of the products are exempt from being returned because of their sanitary nature for example, earring. We also do not accept returns for gift cards. 
To exchange the products, mail it to:
Unnaaty
109-117, University House,
Middlesex street
London
E1 7JF
U.K.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If the refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days. You will receive a confirmation once the refund is processed at our end.

You are responsible for the products until those are delivered to us. We would recommend using tracked postal service while returning the products. If you are shipping an item over £100, you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Payment and Refunds

+ - What payment methods are available to shop on your site

We accept all the major international debit or credit cards (Mastercard, Visa or American Express)

You can make payments for your purchase by entering the card details or by clicking the ‘Apple Pay’ button on the checkout page.

+ - How can I claim refund for my purchase?

If you are not happy with your purchase, follow the return process mentioned under the shipping and refund policy.

If your refund is accepted, a credit will automatically be applied to your original method of payment, within 5 working days.

Please Note:

We are unable to process any refund request if placed after 14 days from the date of delivery.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
+ - I have not received the refund yet!
We would request you to wait for additional 5 working days from the date the refund is initiated and confirmed. This is the time required for the banks to process the payment and credit it to your original method of payment.
In case the refund is not credited within this time, we would advise you to first check with your bank and then contact your credit card company (if applicable), it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@unnaaty.com.

Delivery

+ - What delivery options do you provide?

We use Royal Mail 48 hours tracked service for all our standard deliveries in the U.K. and DHL for express deliveries.

 

We also ship to certain countries outside the U.K. using the Royal Mail International Tracked or Signed service and DHL Worldwide express delivery service.

+ - Which countries do you ship your products to?

At present we take orders for deliveries to all the parts of the U.K. 

 

We also ship to certain countries in Europe

Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, and Switzerland.

 

And, we also ship to certain International countries

United States Of America, Canada, South Africa, India, Australia, New Zealand and UAE

+ - How do I track my order?
Once the order is dispatched, you will receive an email with the tracking id for your parcel. Please visit the link https://www.royalmail.com/track-your-item#/ and enter the tracking code mentioned on the email to track your order.
For orders shipped using DHL, follow the link to track your parcel https://www.dhl.co.uk/en/express/tracking.html
**Please note, It may take upto 24 hours for the tracking details to be updated on the royal mail website.
+ - How long does it take for the order to be delivered?

We have a standard order processing time and dispatch time of 3-5 working days from the date of order confirmation. However, we always work hard to dispatch sooner than that whenever possible. Any orders received on weekend or public holiday is processed the next working day.

 

We have the following delivery services available at the moment –

For delivery within the U.K. – 

Royal Mail Tracked – Estimated 48 hour delivery

DHL Express – Estimated Next Day Delivery

DHL Express – Estimated Next Day Delivery by 12:00 p.m.

 

For delivery within Europe – 

Royal Mail Tracked Or Signed For – Estimated delivery within 3-5 Business Days

DHL Worldwide – Estimated Delivery Within 2-3 Business Days

 

For International Delivery – 

Royal Mail Tracked Or Signed For – Estimated delivery within 6-7 Business Days

DHL Worldwide – Estimated Delivery Within 4-6 Business Days

 

*Please note these are estimated delivery dates provided by the respective logistic partners, we do not take any responsibility for delay in shipment delivery at their end. Please visit their respective websites to check their business policies in this regards.

Incase of any issue, send us an email and we would be happy to liaise with them and try our best to get your parcel delivered to you at the earliest possible. 

Gift Card

+ - How do I purchase a gift card?

You can purchase the gift cards from the website. At present we only offer e-gift cards, which will be sent directly to the receiver’s email address within 24 hours from the time of order confirmation.

+ - How do I access Unnaaty Gift card?

Simply enter the gift card code on the checkout page and the amount will be deducted from the order total.

+ - How long is the gift card valid for?

Our gift cards do not come with an expiry date!

+ - Do I have to use the full amount in one order?
Yes, the gift card code is valid for one time use only and therefore, full amount needs to be used in one order.
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