Returns & Exchanges
Returns – How to Start
If you wish to return an item, you must first email support@doubleupldn.com with the following information:
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Order number
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Name on the order
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Item(s) you wish to return
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Reason for return.
You will then receive an email from our support team with the return instructions.
Please do not send a return before receiving the relevant return instructions, as this may delay your return being processed.
Customer Support
Our customer support team is available Monday to Friday. We aim to respond to all emails within 1–2 working days.
Response times may be longer during exceptionally busy periods or public holidays.
Return Window
You have 14 days from the date you receive your order to notify us that you wish to make a return.
Once you have notified us, you have a further 14 days to send the item(s) back to us.
Returns requested outside of this period will not be accepted.
Return Condition & Requirements
All returned clothing must be:
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Unworn and unwashed
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In its original condition
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Complete with all original tags attached
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Returned with its original product packaging, including the clear clothing bag
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Free from stains, marks, make-up, scents, odours or other signs of wear
Please take care when trying items on and avoid wearing perfume, aftershave, make-up or other products that may transfer onto the garment.
All returned items are inspected before a refund or exchange is processed.
Items that have been worn, washed, damaged or returned in a condition that is not suitable for resale will not be accepted, subject to your statutory rights.
An order number is required for us to identify and process your return.
Socks & Hygiene Items
Due to hygiene reasons, socks and other hygiene-sensitive products cannot be returned once any applicable hygiene seal or sealed packaging has been opened.
Return Shipping
We do not offer free returns.
Customers are responsible for the cost of returning their item(s).
Returned items remain your responsibility until they are received by us. We strongly recommend using a tracked return service and retaining proof of postage until your return has been fully processed.
We cannot accept responsibility for returns lost in transit where the return service has been arranged by the customer.
Refunds
Once your return has been received and inspected, we will notify you when your return has been processed.
Approved refunds will be issued to the original payment method.
We aim to process returns within 10 working days of receipt
Once a refund has been processed by us, please allow additional time for your bank or payment provider to credit the funds to your account.
Original delivery charges are non-refundable.
Exchanges
Where an exchange is available, this will be confirmed by our customer support team.
Exchanges are subject to stock availability.
If the requested replacement is unavailable, we may offer an alternative solution or refund/credit as appropriate.
Late Returns
Returns requested outside of the applicable return period will not be accepted.
Royal Mail Safeplace
Royal Mail have recently updated their service, whereby all orders are opted in to allow delivery to a Safe Place. If you do not want your parcel delivering to a Safe Place, please download the Royal Mail app and 'OPT OUT' for future deliveries. You can also specify your preferred Safe Place on the Royal Mail app
We cannot accept responsibility for any parcels that are lost, stolen, or go missing after being delivered to the safeplace.
International Orders & Customs
United Kingdom: No extra fees on delivery.
United States: No extra fees on delivery.
Germany: No extra fees on delivery for orders
Denmark: No extra fees on delivery for orders
All other countries: Duties and taxes are not included at checkout and may be charged by your local customs on delivery. The payment of duties and taxes are to be paid by the customer. International orders do not include applicable taxes and duty fees during checkout. The shipping fee covers the cost of transporting and delivering your parcel. The international taxes (such as value added, tax, or vat) are set by the destination country so you will be responsible for paying the required taxes & duties upon delivery and the shipping carrier may not release the package without payment of fees.
Customers are responsible for all international duties upon arrival. Please check above and your local government agency for these costs.
Please note:
We are unable to refund returned orders that are sent back to us due to unpaid customs charges.
Incorrect or Incomplete Addresses
Customers are responsible for ensuring that the delivery information entered when placing an order is complete and correct.
If an order is returned to us because an incorrect or incomplete address was provided, the customer will be responsible for any applicable redelivery costs.
Any refund will only be processed once the parcel has been returned to and received by us.
Klarna & Clearpay
If your order was paid for using Klarna or Clearpay, any approved refund will be submitted to the relevant payment provider.
Klarna or Clearpay will then update your payment schedule or refund according to their own processing times and terms.