RETURNS POLICY

Universal Store Returns

Shopping with Universal Store is hassle-free.

If you receive anything you are unhappy with for any reason, we’ll help you with an exchange or refund if within 40 days from purchase. Before you return your items, make sure they are:

  • in the same condition they were when you received them;
  • not worn, washed or altered, have their original swing tags and are still in their original packaging; and
  • not swimwear, underwear, bodysuits or earrings (due to hygiene reasons, Universal Store is unable to exchange or refund these items for a change of mind).


Returning Your Order In Store

You can make your return or exchange in person at any of our Universal Store locations. Universal Store will not accept returns or exchanges on worn or damaged items. Items must be in a saleable condition.

Please ensure you bring an acceptable proof of purchase for your items. This can be the original receipt, or a bank statement.   

Orders made using Afterpay cannot be returned in store.


Returning Your Order Online

Complete the returns from on the back of your invoice and securely package this with your returning items. If you need a copy of the returns form you can find it here.

If you are returning your order within 10 days from the date your parcel was delivered, contact Help so they can arrange free return postage for you.

If you are returning your order after 10 days from the date it was delivered, post your returning parcel to:

 

Universal Store Returns

PO BOX 695

Virginia BC QLD 4014

 

Universal Store highly recommends you return your parcel with registered post. This way you can track your parcel, and ensure it reaches us safe and sound.

When your parcel arrives we will contact you and refund your order within 48 business hours. It may take up to 3-4 business days for your account to be credited.


Exchanging Your Order

Jump online and purchase the size or item that you are exchanging. This way you are guaranteed the item, and we can ship it to you straight away.

Send the items you’re exchanging back with the completed return form that is on the back of the invoice that came with your parcel. If you need a copy of the returns form you can find it here.

As soon as we receive your return we will process the refund within 48 business hours, and email you when the process is complete. 


Faulty Items

If your order arrives faulty or damaged, contact Help within 48 hours. We’ll do our best to resolve the situation as soon as possible.

If a fault appears in your product through normal wear, send your faulty items back following the above returns process. Once our warehouse receives the goods, our returns team will inspect them. We aim to process the return within 48 business hours of receipt.

Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you as informed and updated as possible. Universal Store is not responsible for the processes or policies implemented by third party manufacturers.  

If a product is deemed faulty, we will gladly reimburse the return shipping up to $10.00, provided you include the postage receipt with the product. This includes postage only – packaging is at your expense.

Our returns team may conclude that the damage is due to normal wear and tear, unfortunately in this instance Universal Store cannot offer a refund or exchange. The garment will be returned to you at your expense. Our team will keep you informed during this process.

If you are unsure about a faulty item or warranty repair, contact Help. We’ll help you through the faulty returns or warranty repairs process.


Further Returns Info

If you need to return or exchange packaged goods such as shoes, watches, headphones, and sunglasses, they must be returned to Universal Store in the original unmarked packaging. If these items are returned in an unsatisfactory condition, Universal Store may not be able to offer a refund or an exchange.

Universal Store returns department operates Monday to Friday. Once your order is received in our warehouse, our returns team will inspect and process the goods within 48 business hours. Our Help team will contact you when your transaction is being processed.

Please note that NO returns or exchanges can be made in person at our warehouse. Please contact Help if you are having trouble returning your order.

Universal Store cannot accept cash on delivery returns.

 

Some items excluded from exchange or return

Due to hygiene reasons, Universal Store will not accept returns or exchanges on some items for a change of mind. Excluded items include, but are not limited to:

  • swimwear;
  • underwear;
  • bodysuits; and
  • earrings.

A change of mind is where a customer, for a variety of reasons, wishes to return or exchange an item. reasons for a change of mind may include, but are not limited to:

  • change of colour;
  • change of style; 
  • change of size; and
  • earrings.
A return or exchange due to a fault with the item is not a return or exchange for change of mind.
 

International Returns

Universal Store does not currently offer exchanges for international customers. We will offer a refund on faulty products. Contact Help first. You may need to provide photographic evidence of the fault before we can finalise the refund. The transaction will be processed via the original payment method providing all of our refund policy conditions are met. 

 

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