OG MOCHA – Snapback

Hand wash, do not bleach, do not tumble dry.

 🔜 Pre-Orders

We occasionally offer select products on a pre-order basis.

• If your order includes a pre-order item, it will be dispatched on or shortly after the release date.
  
• Our current pre-order is scheduled to ship on 31st August.
  

If your order contains both in-stock and pre-order items, the entire order will ship together once the pre-order item is available.

📦PLEASE NOTE: ALL OF OUR DELIVERIES ARE RECORDED

UK Standard Delivery (2-3) Working Days): Royal Mail 48HR

UK Special Delivery (1-2) Working Days) : Royal Mail Next Day

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US Delivery

 Royal Mail (7-10 Working Days): Tracked

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EU Delivery

 Royal Mail (7-10 Working Days): Tracked

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Shipping information

• Please note that during busy periods shipping times may be affected and you may have to check with your preferred courier as to their deadlines.
• All custom orders take 2-3 weeks for production and delivery.
• The estimated shipping time begins 1-2 days after order had been placed
• Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us on info@unchartedluxury.co.uk if you have any questions.

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Customs Fees

We are not responsible for any import or custom fees associated with your order, please check with your country’s regulations to see if there will be any additional costs. 
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Late or lost orders

When placing your order please make sure that you specify the correct delivery address as UNCHARTED LUXURY take no responsibility for missing parcels that have been sent to the wrong address or if requested to leave with neighbour or an outbuilding.

Any order discrepancies relating to missing and/or lost items must be reported to us in writing via email at info@unchartedluxury.co.uk. We cannot refund or replace lost items until 20 working days after the date of despatch (25 working days for international items) - this is when Royal Mail classes items as being lost.

Items not received but tracking shows they have been delivered

This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases, you can request a proof of delivery certificate from the Royal Mail website by filling in a signature request form.

Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.

Why was my order cancelled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that that is not the case, please ensure the billing address matches the payment method you are using, and checkout again.

We offer a 14 day exchange or refund guarantee. This 14 day window begins after an order has arrived with the customer.

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to the warehouse after the 14 day exchange or refund window has passed will be returned to the customer.

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How do I request an exchange or refund?

• Please use the ‘contact us’ section with your order number.

To qualify for a refund or exchange:

• Items must be unworn (apart from trying on).
• All tags and packaging must be included.

Items that do not meet these requirements are not eligible.

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Exchange Policy

You may exchange your purchase within 14 days of the items arriving. Please note all items must be unworn with original packaging in order to receive an exchange.

We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.

Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns.

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 To qualify for an exchange:

• Items must be unworn (apart from trying on).
• All tags, clips, and packaging must be included

Items that do not meet these requirements are not eligible.

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Refund Policy

We will refund your order to the original payment method once it has been processed at the warehouse.

• Please be aware this can take 3-10 days after the order arriving. You will be notified once a refund has been made.
• We are unable to refund purchases to a different payment method than the one used to purchase the items.

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Additional costs

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.

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Faulty items

In the event you have received a faulty item, please contact info@unchartedluxury.co.uk within 30 days of the item(s) arriving. Please include the following information:  

• Your order number
• Which item is damaged
• A description of the problem
• Photographic evidence