FAQ

Website

Q. Where can I find more product information?

All the product information we have will be displayed on the product pages. Simply click on the image or title of the product you wish to find out more about and look at the “Features” and “Description of product” sections.

Q. Do I need an account to order?

No, we offer a guest checkout so you don’t have to create an account if you don’t want to. However, if you sign up you’ll be able to view previous orders, save address for faster checkout, etc! You can create an account by clicking HERE or log into your account, if you already have one, by clicking HERE

Q. How do I find out about offers, promotions, new products etc?

You can create an account with us where you can subscribe to our newsletter. Alternatively, follow our social media pages for the latest news, updates, competitions.

Q. How do I contact you?

You contact us by clicking HERE or via Email (hello@universal-textiles.com) or via Phone on 0116 218 2188

Ordering

Q. Can I place an order over the phone?

We can take orders over the phone. Be sure to have the product codes of the items you wish to order ready to hand and our customer service team will be happy to help you.

Q. How can I pay for my order?

You can pay for your order via PayPal or we accept payments from most major credit/debit cards (Visa, Mastercard, Maestro, American Express, etc).

Q. Is my payment secure?

All card payments will be subject to security checks such as Verified by Visa™ and Mastercard Securecode™, as well as our own checks to make sure someone isn’t trying to order themselves something nice without you knowing!

Q. Is the item I ordered in stock?

Any products where we don’t have stock shouldn’t show on the website and also the amount of stock available will show on the product page. However there maybe occasions where an item that is out of stock slips through. If this happens you will be notified and provided a full refund for that item.

Q. How do I know my order has been placed?

You’ll receive an Email within a few minutes after confirming your order to let you know we’ve received it.

Q. I want to reorder an item I bought previously, but I can’t find it, why?

Hopefully we’ve sold out because the product is overwhelmingly popular and we’ll be getting more in stock shortly! However sometimes, products are discontinued by suppliers and we simply can’t get a hold of them anymore.

Delivery

Q. How long will it take for my order to be dispatched?

As we offer such a huge range of products, we simply can’t store it all in one warehouse. Therefore we often have to order items in specifically from our other warehouses and we’ll display the number of working days it will take us to receive it, pack it and send it to you, just below the “Add to Cart” button.

Q. Once it’s been sent, How long will it take to be delivered?

Our standard UK delivery can take up to 5 working days to be delivered. Our Express UK delivery can take up to 3 working days to be delivered.

International orders usually take 7-10 working days to be delivered but this can be extended due to local customs laws and practices. Please contact us if you would like more information.

These delivery timeframes are estimates and orders may be delivered before or after this time. We try our best to ensure all orders are delivered within these timeframes but there may be issues outside of our control which result in your order arriving late.

Q. How much is delivery?

Standard delivery is just £2.59

Express UK Delivery is £3.95

European & North America Delivery is £3.95

International Delivery is £6.95

For more information on which delivery service to use, please see our shipping information page.

Q. Who will deliver my item?

We choose the best carrier depending on a number of different things. Therefore your item may be delivered by specialist carrier companies but you’ll be advised of who that company is when your order is dispatched.

Q. How do I know where my order is?

For UK orders you will receive tracking information via Email and you can access them in the orders section of your account.

For International/European orders, we may not get the tracking number. If we have the information provided, then we'll include it in your dispatch Email.

Q. Only part of my order has arrived?

Occasionally we may separate orders, due to weight, size or if there is a significant delay in receiving part of your order. We’ll do our best to keep you updated in any instance this happens. You will NOT be charged any additional costs for separate deliveries.

Returns/Refunds

Q. Can I return my order?

Goods can be returned within 90 days from the date of delivery. We request the goods must be in the same condition they were delivered or in a saleable condition. So the item should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact. Click HERE to see our returns terms and conditions in full.

Q. How do I return an item I ordered?

We’ve teamed up with return specialists ReBOUND® to make the returns process as easy possible. You’ll need to register your return HERE. When doing so, you can tell us what you’re returning, why, how and what you want us to do (refund/exchange)

Q. Do I have to pay to return my order?

We offer FREE returns in the UK when accessed via our online portal. If you use a shipping method of your own choosing this will be at your expense.

International/European will be at your expense. Using our online portal you can access preferential rates across many international carriers.

Q. Where is my nearest Hermes Parcel shop?

You can find details of your nearest UK Hermes parcel shop HERE

Q. How long until my refund/exchange is processed?

We aim to process all refunds/exchanges within 14 working days of receiving the item. 

Q. Will my original delivery charges be refunded if I return my order?

No, original delivery charges will not be refunded unless we have made an error during the order process.

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