GENERAL DOMESTIC DELIVERIES UPDATE
Tuesday 9th November 2021
Please be advised, some delivery delays within the Australia Post & Aramex Network may occur due to extended COVID-19 restrictions, limited flights and high parcel volumes. For all updates concerning domestic delivery and potential delays, please click here for AusPost and here for Aramex
On behalf of our shipping providers, we sincerely apologise for any inconvenience you may experience. Thank you for your patience and understanding.
UNIVERSAL STORE SHIPPING POLICY
GENERAL DOMESTIC DELIVERIES UPDATE
CHRISTMAS 2021 DELIVERIES
Tuesday 9th November 2021
Our shipping providers are encouraging all customers to be as early as possible with their Christmas shopping this year. To receive your Universal Store parcel by Christmas Eve (24th December 2021), our shipping providers advise ordering by the following dates:
|Order Destination State||Standard Delivery||Express Delivery|
|NSW, QLD, SA, TAS, VIC||13 December||20 December|
|WA, NT||8 December||15 December|
|International||Please refer to the AusPost website here for all International updates.|
Please note: The dates provided above are for items posted to metro areas. Regional areas may need to order earlier than the dates specified above.
AM I WITHIN THE AUSTRALIA POST EXPRESS POST DELIVERY NETWORK?
Enter your Post Code here:
YES! You are in the express post parcel network.
This means that Aus Post can deliver express to your area. Head to the Aus Post Updates Page for the most up-to-date information and alerts.
CLICK & COLLECT ORDERS
Use Click & Collect
at the checkout.
We’ll confirm when
your order is ready.
Pick up your order at your
selected Universal Store location!
HOW CLICK & COLLECT WORKS
- Set your nearest in store location using your geo-location or postcode. You can then Click & Collect any product that is marked in stock at your nearest store.
- Once your order is processed, you’ll receive an SMS or email confirmation letting you know that it’s ready for collection at your chosen store.
- To pick up your order, bring your confirmation email and show one of our friendly team members at the front of the store.
CLICK & COLLECT FAQS
Yes! There is no minimum order value to receive this service.
At most of our Universal Store locations around Australia. To check if there’s a store near you, please use the ‘Your Store’ Locator in the navigation bar.
Many of the products on our online site will be available to Click & Collect at your nearest store. Unfortunately not all of them will be however. To see if the product you would like is available in store, click the ‘In-Store’ tab on the product page and select your size. This will tell you if a product is in-stock and available for collection. If it is out of stock at your selected store we will show you the closest store with stock available.
Orders are usually ready for collection within 90 minutes of purchase or 90 minutes after the store opens if you purchase outside store hours or within 90 minutes of the store closing. Please wait for your SMS confirming your order is ready before coming in store.
Click & Collect orders will be held at your selected store for 14 days. After this time our Help team will be in touch to organise delivery or refund.
You will receive a confirmation email and an SMS. If you haven’t received an order confirmation email please check your ‘Junk’ folder. If you still have not received an email or SMS, please contact our Help team.
Yes. If you would like someone else to collect your order for you, you will need to send them a copy of your ‘Ready for Collection’ email. Universal Store can take no responsibility for orders fraudulently collected where the ‘Ready for Collection’ email with the corresponding barcode was presented. Please keep your email passwords secure at all times.
By using our Store Locator here.
When you receive your ‘Ready for Collection’ email and/or SMS, head into your nominated store and present your email to our friendly team member at the counter to collect your order.
Sometimes, some of the styles in your Click & Collect order may accidentally be out of stock at your selected store. A member of our Help Team will look for more stock and may be in contact to discuss your options. Depending on your preferences, we’ll either:
- Deliver the missing item/s to your address at no additional cost, if we can locate them; or
- Refund the item/s ordered.
*Some item/s like liquids and fragile products may not be suitable for delivery.
Of course! A team member will guide you to the changing rooms if you would like to try your new item on, and be able assist if you have any other questions.
That’s okay. The team members at the store can help in sorting out an exchange or refund for you. If you’ve already left the store, feel free to contact our Help Team or use the online Aus Post Returns Portal here.
We're here to help! Call Universal Store Help on 1300 553 520 between 8am - 8pm AEST Monday - Saturday. 10am - 8pm AEST Sundays. Or you can use the Live Chat feature on our site. Or email us.
UNIVERSAL STORE RETURNS POLICY
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;
- swimwear, underwear, and bodysuits must have hygiene stickers in tact; and
- not earrings or face masks. For hygiene reasons, we cannot accept returns for earrings or face masks.
RETURNING YOUR ORDER ONLINE
Online returns are even easier now with Australia Post Easy Returns.
If you are returning shoes, please make sure you package them securely so that the box cannot get damaged during its return journey. Please do not stick returns labels to the shoe boxes or tape up your returning shoe box. Your shoes will no longer be in a saleable condition and therefore ineligible for a refund.
Just click on the button below and follow the steps to get started.
Fill in a few simple details so we can process your return.
Australia Post will email you a return code. Bring this with you when you drop off your parcel.
Australia Post will let you know when your parcel has arrived safe and sound back at Universal Store.
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.
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, invoice that came with your online order, your Afterpay or ZipPay app with the Order ID number or a bank statement.
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 using Australia Post Easy Returns & complete the returns form on the back of your invoice and securely package this with your returning items.
As soon as we receive your return we will process the refund within 48 business hours, and email you when the process is complete.
RETURNING YOUR STORE PURCHASE ONLINE
For security reasons we only offer refunds via bank transfers or PayPal for store purchase returns to online.
In store purchases are not eligible for Australia Post Easy Returns as they will incur a postage fee.
Pack your items into a post bag. Include a note with your name, phone number, email, reason why you'd like an exchange or refund and either your bank details (BSB, Account Number and Account Name) or the email address linked to your PayPal account. If your instore purchase was made with Afterpay, we will also need your Afterpay Order ID Number to process the refund through Afterpay. Please include all required information with your return so we can arrange your refund without delay.
Post your returning parcel to:
Universal Store Returns
PO BOX 695
Virginia BC QLD 4014
As soon as we receive your return parcel we'll arrange your refund or exchange and let you know when the process is complete.
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, email some pictures of your faulty item lying flat in good lighting, along with a copy of your receipt or some kind of proof of purchase. Our Faulty Returns team will inspect your claim and if your item is deemed faulty, we'll arrange free return postage so that you can send it back for a refund or an exchange. Once our returns team receives the goods, we'll process your refund or exchange as soon as possible and email you when the process is complete.
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 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 (Due to lockdowns around the country, our Returns Team is currently experiencing an influx of online parcel returns. We may therefore take a little longer than the usual 48 hours to process your returned parcels. We thank you for your patience and understanding). 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 earrings and face masks.
Universal Store does not accept returns or exchanges for change of mind on perishable items. Perishable items can only be returned if packaging arrives faulty, or product is mistakenly delivered outside of the use-by date marked.
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; and
- change of size.
A return or exchange due to a fault with the item is not a return or exchange for change of mind.
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.
Universal Store offers a 12 month warranty on all our denim brands. If your jeans exhibit a manufacturer's defect or fault within the first 12 months you may return them to Universal Store for an exchange or refund. The warranty does not cover rips extending or natural fading / discolouring. If you are unsure about whether your jeans qualify for the warranty return, Contact Help. We’ll help you through the faulty returns or warranty process.
WHAT WARRANTIES DO WE OFFER ON OUR ACCESSORIES RANGE?
All Universal Store suppliers offer manufacturer's warranties on their product range – each brand has different policies and timeframes specific to their product and supply chain. Manufacturer's warranty can only be claimed on defects that happened during manufacturing. Warranty claims require proof of purchase.
Manufacturer warranties do not cover ‘wear and tear' which is the expected decline in the product's condition from normal, everyday use. While brand warranties vary a lot in detail, for defective or faulty products, our suppliers will repair or replace goods (or part of them); resupply or fix a problem with services (or part of them); or provide compensation to the customer.
Refer to the guide below for brand-specific warranty periods:
|BRAND||WARRANTY PERIOD (from date of purchase)|
|Birkenstock||If your Birkenstocks are in need of a repair, contact our help team and we can organise the repair on your behalf. Click here for some helpful care tips for prolonging the life of your sandals.|
|Crosley||Please visit Marks Electronics to lodge a ticket via their online portal|
|Frank Green||1 year. For any issues with your Frank Green product, please contact their customer service team at firstname.lastname@example.org|
|Herschel Supply Co.||Limited lifetime - bags and accessories|
|Le Specs||6 months|
|Local Supply||3 months. No Worries Frame Cover: 50% off a replacement pair when you register with Local Supply within 2 weeks of purchase.|
|Nixon*||Please visit Nixon online or call their customer service team on 1300 782 757 for all repair/warranty enquiries|
|Patagonia||Patagonia Ironclad Guarantee. Patagonia guarantees everything they make. If you are not satisfied with one of their products at the time you receive it, or if one of their products does not perform to your satisfaction, return it to Universal Store or directly to Patagonia for a repair, replacement, or refund. Damage due to wear and tear will be repaired at a reasonable charge.|
|Polaroid Originals||1 year|
|Reality Eyewear||Register for the Reality Eyewear 5 year warranty here.|
|Status Anxiety||1 year|
|Szade Eyewear||6 months|
|The Horse*||1 year manufacturers warranty|
|Tommy Jeans*||2 years movement only|
6 month replacement guarantee on all Havaianas. Please note this is a replacement for manufacturing faults only, not general wear and tear.
Havaianas also now offer a recycling program for your old Havis! For information on how to recycle or to find you closest drop off point, click here.
*Watches: During the warranty period, watch movements, hands, and dials are the only components covered under warranty. These warranties do not cover the watch bands or clasps.
- How do I get my discount code?
- Head to our student discount page and click the "Join Now" or "Log In" buttons and follow the prompts to generate your unique single use code.
- If the code does not generate after this process, try refreshing the page.
- For all account creation and any UNiDAYS specific questions, head on over to UNiDAYS Support
- No, UNiDAYS is available online only.
- Make sure you've entered the code correctly.
- If so, are any excluded items in your cart? (see Terms and Conditions for exclusions).
- Try re-issuing a code through UNiDAYS. If there is no option to re-issue, please contact UNiDAYS support here.
You can apply promotional codes to your Cart or during Checkout in the ‘Discount Codes’ field.
You sure can! Enter the serial number on the back of the gift card in the "I've Got a Gift Card" section next to "Payment Method" during Checkout to use your gift card online.
Use our Size Guide and product descriptions to help you select your size. Still not sure? We offer full refunds and free return shipping so why not order both sizes to try on and return the incorrect size for a refund. Just make sure you contact Help within 10 days of receiving your parcel so that we can arrange free return shipping for you.
You now have the options to easily order products and pick them up in store the same or next day right on the product page! You can also use the feature to find out if the product you are interested in is available at your local store before heading in! Click here for more information.
The best way to find out when i