Delivery and returns
European customer VAT & Duty
We collect VAT for countries in the EU for orders up to €150 so no surprise bills. Orders are sent Delivery Duty Paid (DDP) which should be marked on the box so no duties should be paid by the customer.
Change or cancel your order
If for any reason you need to cancel your order you can contact us at firstname.lastname@example.org in English.
Unfortunately, we are unable to make any changes once your order has been dispatched. Pre-orders are eligible for refunds.
Return & Refund
Your first pair of WUKA has our 100% Satisfaction Guarantee, which means you can exchange your first pair to another size or get a full refund within 40 days. If you buy more than one in an order, you can exchange the set for another size if they don't fit.
Returning an unopened package
To be eligible for a return and refund for all items, your items must be unused and in the same condition that you received it. It must also be in the original packaging unopened.
Returning an opened package
If your package has been opened and/or you have worn your underwear and wish to exchange it for a different size please send it back to us washed and clearly marked or identified as worn.
We offer a full refund for one item within 40 days of purchase to allow you to try our underwear hassle free. This covers one underwear per customer. We will exchange any underwear for up to 40 days after purchase. If you buy more than one underwear, only one item is refundable and exchangeable, the rest are exchangeable.
How to return an item for refund or exchange:
1. Send your package to our returns address
Our return address is: WUKA Wear, 1 Blenheim Ct, Welwyn Garden City AL7 1AD, United Kingdom including the returns form, with your order number and a summary of what you would like us to do inside the box.
2. Email email@example.com to let us know if you need an exchange or refund.
Note: To complete your return, we may require a receipt or proof of purchase if we find our records are not sufficient.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition is damaged or missing parts for reasons not due to our error, any item that is returned more than 40 days after delivery.
The returned parcel is the responsibility of the customer until it has been received by WUKA. No postage and/or delivery charges will be refunded. Returns from outside of the UK are made at the customer's cost.
Our policy lasts 40 days. If 40 days have gone by since your purchase, uunfortunately, we can’t offer you a refund or exchange.
Refunds (if applicable)
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 you are approved, then your refund will be processed within 10 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Underwear is the wrong size:
You can exchange for a different size for free up to 40 days after purchase, that includes multi-packs.
Follow the same process and return your underwear to WUKA and notify us on email@example.com of the size you would prefer.
We pride ourselves ensuring all items are sent out in perfect condition however in the rare event that you have received a faulty item, we will rectify the problem immediately.
Send us an email to firstname.lastname@example.org with the following information:
- Your order number.
- The name of the item that is damaged.
- A description of the damage.
- Photographic evidence of the damage.
If your parcel was damaged during delivery, please take and keep photographic evidence of this.
This does not affect your statutory rights.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please see the terms and conditions of the sale. Ordinarily they are non refundable only exchangeable.
I've paid with Klarna and want to exchange or return
What if I've returned my whole order?
*All returns are subject to our original condition and fair use policies. If a refund is due, your invoice will be adjusted, and you'll receive a refund from Klarna within 10 working days for all payments you’ve already made.
Your refund will be issued back to the credit or debit card you used at checkout to pay your first instalment.
If you haven't paid all of your remaining instalments, then Klarna will cancel any future scheduled payments.
What if I've returned some items?
If you have any instalments that are still due, these will be adjusted to reflect what you have returned.
Any returns will reduce the outstanding balance from the last instalment which may remove an instalment or reduce the instalment balance.
Customers can stay on top of their payment schedule by downloading the Klarna App or logging into their Klarna account here.
How will my refund be adjusted?
An example of how a refund may be adjusted is:
- Order total - £120
- 1st instalment - £40
- Return amount - £20
- 2nd and 3rd instalment - £30
- If the refund amount was £60 then payments 2 and 3 would be £10.
If you've paid more than the value of the items you have kept, then you'll receive a refund from Klarna within 10 working days for the difference.
If you have any questions about your Klarna Pay Later in 3, please contact Klarna Customer Service