Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Your Order Number will be on the delivery note or your original order and will begin UTT

Please use our returns and exchange portal, links are on the header and footer of our website. Please do not send goods back without using the portal--this helps speed the process. Regrettably, we cannot accept returns that have not been processed through the Portal.

If your return is accepted, you can immediately download a chargeable returns label. Exchanges are free of charge except for any product price difference.

Please note we do not refund transport costs unless the item is faulty or damaged on arrival. Returns costs are chargeable

If you have any questions please mail us at underthattree@outlook.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Any products with direct skin contact such as Ear Defenders cannot be returned.

Unfortunately, we cannot accept returns for gift cards. Clearance and Sale Items cannot be refunded but a full value credit note or store card will be issued instead.

Exchanges
The fastest way to ensure you get what you want is to use our portal and exchange your order for a different size, colour or item. Exchanges are free of transport cost.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at underthattree@outlook.com.