Orders & Returns

We know how important it is to receive your goods when you expect them, for special occasions and events. With this in mind and we use a large network of couriers to deliver goods from uttercouture.com to all over the world.

Shipping & Delivery

We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your parcel.

If you are ordering for delivery outside of the UK, in order to receive your parcel in the most convenient way we suggest you have goods delivered to a work address. A work place is suggested rather than a home address due to the time our couriers deliver between (9am-5pm) which may require a signature.

There are a range of options that you can choose from to deliver your items. You can change your delivery options to what best suits you. To enable us to provide you with an efficient service and the best possible delivery experience, we may pass on your contact details.  These details that we pass onto the courier allow them to provide you with delivery updates via E-mail.

We are unable to amend any part of your order or change the delivery or payment method once your order is complete. You may be able to cancel your order.

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UTTER return policy

Delivery Policy

Express Delivery

If you place your order before 12noon monday to Friday, you will receive it the next day.

If you place your order after 8pm on a Friday and before 2pm on a Sunday, you will receive it on Monday.

If you place your order after 2pm on a Sunday it will be delivered on Tuesday.

Please note we do not deliver on Bank Holidays so your order will be delivered the next working day.

Your order may be delivered anytime between 7am and 9pm and a signature may be required on receipt of your parcel.

Once your order is with the carrier, we will send you a confirmation email with a tracking link for your parcel so you can follow its journey. Please check this first before contacting us about your delivery.

The carrier delivering your order will also contact you with tracking and delivery updates, including a 1-hour delivery window, and how to reschedule your delivery if you need to do so.

Orders can be delivered to your work address if you select it at checkout.

If you have given us your mobile number during your account registration we can text you updates.

If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.


UK STANDARD DELIVERY

This type of delivery is free. You can expect your goods to arrive within 4 working days (not including weekends) after your order is placed.

Your order may arrive anytime between 7am and 9pm and a signature may be required on receipt of your parcel.

If you are not in when your parcel arrives, a card will be left telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery. In instances that you are not in when the parcel arrives, you may specify leaving it with a neighbour.

Deliveries are not made on bank holidays, and so you can expect your order will arrive the next working day.

Please keep in mind that UK Bank Holidays are not counted as a working day in our delivery timeframes.


DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person. Is your place of employment at a PO Box address? Click here for further information.

You'll receive a confirmation email from our warehouse once your order is on its way, including the expected delivery date.

If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.


WHAT HAPPENS IF I'M NOT IN WHEN MY ORDER ARRIVES?

UK Customers

Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once. Alternatively they will leave a card confirming they have either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.


MY ORDER HAS NOT ARRIVED YET?

If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, have you tried:

Checking the tracking link via your confirmation email to view the up to date tracking. This is available for all UK carriers.

Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.

Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.

Checking with your neighbours to see if they have accepted the parcel on your behalf.

Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can't find your parcel, please email us using the contact us form and quote your order number. We'll reply within four hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.


HOW DOES YOUR DELIVERY SERVICE WORK?

We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion and we use a large network of couriers to deliver goods from UTTERCouture.com to all over the world.

We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your parcel.

If you are ordering for delivery outside of the UK, we suggest you have goods delivered to a work address rather than a home address, as our couriers only deliver between 7am-9pm, and may require a signature on receipt.

You can review our delivery options in more detail so you choose the one that best suits what you need.


INTERNATIONAL DELIVERY INFORMATION

International shipping is charged on a flat rate basis, regardless of the weight of your order.

Standard and Express delivery services are available for most of the countries that we ship to. Once you have entered the delivery address, you'll be able to see the available delivery services.

Tracking is available on some Standard Delivery services and on all Express Delivery services. You will receive a despatch confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.

Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected.

Click here to find out more about international delivery times and costs .

Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to a work address rather than a home address.

Your order will be sent out via the most suitable carrier, dependent on size and weight.

Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be.

Customs policies and charges vary widely from country to country - we'd recommend that you contact your local customs office for further information. Where customs charges are due, this may impact the time it takes your parcel to reach you.

Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next business day.

Please note that we base our delivery timeframes around the UK calendar, which means that during the UK bank holiday period, you’ll need to add an additional 1 working day to your estimated delivery time for each UK bank holiday. To find out the estimated delivery timeframe to your country, please click here (and remember to add any UK holidays which are mentioned above onto the timeframe stated).


WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers). Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.


CAN I HAVE MY PARCEL REDIRECTED TO A DIFFERENT ADDRESS?

For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.


CAN I TRACK MY ORDER?

Some international carriers provide tracking. Have a look at the confirmation email that tells you 'Your order is on its way'. If your order is trackable you’ll see the link there.


MY ORDER HAS NOT ARRIVED YET?

If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, have you tried:

Checking the tracking link via your confirmation email to view the up to date tracking. This is available for all UK carriers and some International carriers.

Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.

Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.

Checking with your neighbours to see if they have accepted the parcel on your behalf.

Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can't find your parcel, please email us using the contact us form and quote your order number. We'll reply within four hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.

If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.


I HAVE RECEIVED A FAULTY ITEM

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Care team with the order number, the faulty item's name and number, and a description of the fault. We’ll get back to you within 4 hours and send you a replacement item as quickly as we can.


I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

We want to sort out any issues with incorrect items straightaway. Please contact our Customer Care team with the order number and the incorrect item's name and number. We'll get back to you within 4 hours and try to resolve it for you as quickly as we can.


AN ITEM IS MISSING FROM MY ORDER

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. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything. If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

THE PRICE HAS CHANGED SINCE I ORDERED IT. CAN I GET A REFUND?

As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.


 

WHAT IS YOUR RETURNS POLICY?

UK Customers

Do you want to return something? No problem! You can return any item for an exchange, within 14 days of receiving your original order. If you want it replaced for a different size or colour, you will need to place a new order.

NO RETURNS UNLESS ITEM IS DAMAGED WHEN DELIVERED, OR ITEM DOES NOT FIT

We are not responsible for any items that are returned to us by mistake. We try hard to accept all returns, and returns to us don’t need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We recommend you obtain proof of postage.

Our returns address is: UTTER Couture, 89 Frederick Road, Rainham RM13 8NS

EMAIL : info@uttercouture.com

Just completed your order but changed your mind? No problem – you can return it under the Distance Selling Regulations.


International Customers

Do you want to return something? No problem! You can return any item for an exchange, within 14 days of receiving your original order. If you want it replaced for a different size or colour, you will need to place a new order.

If you wish to return underwear, swimwear or any items marked with a + next to the product name, please do not remove the original packaging for hygiene reasons. All goods will be inspected on return. The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!

We try hard to accept all returns, and returns to us don’t need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We are not responsible for any items that are returned to us by mistake.

Make sure you use a postal service that insures you for the value of the items you are returning or obtain proof of posting.

Our returns address is: UTTER Couture, 89 Frederick Road, Rainham RM13 8NS

Just completed your order but changed your mind? No problem you can return it under the Distance Selling Regulations.


HOW DO I RETURN SOMETHING TO YOU?

UK Customers

We want to give you a hassle-free way to return anything, so you can return any item to us within 14 days of receiving your original order, including sale items. Want to return something? No problem, all we ask is that you make sure we know the order number your return relates to, your details and whether you want to change it for another size or colour. We can’t do this without these details, so make sure the returns form is filled out and placed in your returns parcel.

If you'd like to return your item for an exchange of its size or colour, we'll send your replacement to the default delivery address on your account.

It can usually take up to 10 working days for your return to be delivered back to head office, depending on which postal service you use. We’ll send you an email as soon as we’ve received your return in its original condition and apply your refund to your original payment method. This is usually done within 1 working day. Any refund will automatically be issued to the card you used to place the original order. This typically takes 5 working days in the UK, dependent on your bank/card issuer.

We try hard to accept all returns, and returns to us don’t need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

International Customers

We want to give you a hassle-free way to return anything, so you can return any item to us within 14 days of receiving your original order, including sale items. Want to return something? No problem, as an International customer, you can return your parcel using any postal service.

As the parcel remains your responsibility until it arrives with us, remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it. All we ask is that you make sure we know the order number your return relates to and your details. We can’t refund you without these details, so make sure the returns form is filled out and placed in your returns parcel.

If you want it replaced for a different size or colour, or you want a different item, you will need to place a new order.

Your return will be processed by UTTER.com once we have received the item and it is in a saleable location


WILL YOU REFUND ME MY DELIVERY CHARGE?

We will usually refund you what you paid for your order but not the delivery chargeThis is unless your order was cancelled under the UK Distance Selling Regulations, or the entire order was faulty or incorrect.

 

International Delivery

Allow 7-10 working days for delivery

Made to Order/Bespoke

These orders due to their uniqueness, please allow 14 days for delivery.

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