FAQ

All the product information we have will be displayed on the product pages. Simply click on the image or title of the product you wish to find out more about and look at the “Features” and “Description of product” sections.

No, we offer a guest checkout so you don’t have to create an account if you don’t want to. However, if you sign up you’ll be able to view previous orders, save address for faster checkout, etc!

You can create an account by clicking HERE or log into your account, if you already have one, by clicking HERE

You can create an account with us where you can subscribe to our newsletter. Alternatively, follow our social media pages for the latest news, updates, competitions.

You contact us by clicking HERE or via Email (hello@universal-textiles.com)

You can pay for your order via PayPal or we accept payments from most major credit/debit cards (Visa, Mastercard, Maestro, American Express, etc).

You can also use Universal Textiles gift cards if one has been assigned to your account after a return or by our customer services team

If you have a Universal Textiles gift card, you can use this to pay for part of or all of your order.

When you get to the checkout page, simply enter your gift card number in to the "Gift Card or Discount Code" box and this will update your basket value.

If you're spending less than the value of your gift voucher, the credit will stay on your account for you to spend later

All card payments will be subject to security checks such as Verified by Visa™ and Mastercard Securecode™, as well as our own checks to make sure someone isn’t trying to order themselves something nice without you knowing!

Any products where we don’t have stock shouldn’t show on the website and also the amount of stock available will show on the product page. However there maybe occasions where an item that is out of stock slips through. If this happens you will be notified and provided a full refund for that item.

You’ll receive an Email within a few minutes after confirming your order to let you know we’ve received it.

This Email will contain your order number and detail what you have ordered. It will also contain links to contact us should you need to at any time.

Hopefully we’ve sold out because the product is overwhelmingly popular and we’ll be getting more in stock shortly! However sometimes, products are discontinued by suppliers and we simply can’t get a hold of them anymore.

You can cancel your order for a full refund at any time before the order is shipped

Simply contact us OR ask for your order to be cancelled HERE

If your order has been shipped, we will be unable to cancel your order, but we can help you through the Returns process if you still don't want the item once it has arrived.

If you have any questions, then please CONTACT US

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

As we offer such a huge range of products, we simply can’t store it all in one warehouse. Therefore we often have to order items in specifically from our other warehouses and we’ll display the number of working days it will take us to receive it, pack it and send it to you, just below the “Add to Cart” button.

Standard UK delivery can take up to 5 working days to be delivered.

Express UK delivery can take up to 3 working days to be delivered. This service is not available in Northern Ireland or HIghland & Island addresses

International orders usually take 7-10 working days to be delivered but this can be extended due to local customs laws and practices. Please contact us if you would like more information.

These delivery timeframes are estimates and orders may be delivered before or after this time. We try our best to ensure all orders are delivered within these timeframes but there may be issues outside of our control which result in your order arriving late.

Standard delivery is just £3.45

Express UK Delivery is £3.95

European & North America Delivery is from £4.95

International Delivery is £6.95

For more information on which delivery service to use, please see our shipping information page.

We choose the best carrier depending on a number of different things. Therefore your item may be delivered by specialist carrier companies but you’ll be advised of who that company is when your order is dispatched.

In the UK we use Royal Mail, Hermes and DPD

For international deliveries we use local postal operators and in-country carriers where appropriate. Once your order is dispatched you will receive an Email with more information.

You will receive an Email with any relevant tracking numbers and links that you should be able to access directly. Alternatively you can visit the links below for our UK carriers and enter your tracking number:

Hermes

Royal Mail

DPD

For international deliveries, it may be that we used a standard international delivery service which uses the in-country postal operator. On these services we don't get tracking updates, simply a reference number. This does not affect the expected delivery times.

Occasionally we may separate orders, due to weight, size or if there is a significant delay in receiving part of your order.

We’ll do our best to keep you updated in any instance this happens. You will NOT be charged any additional costs for separate deliveries.

In order to protect our customers from fraud, we do not change delivery addresses once an order has been placed.

If your order has not been shipped, You can request for the order to be cancelled and place a new order.

Click HERE to see our full returns and refund policy.

Goods can be returned within 30 days from the date of receiving the order. We request the goods must be in the same condition they were delivered or in a saleable condition. So the item should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and that any labels or tags should be intact.

For customers in the UK, you can return your order directly back to our warehouse in Leicester at the address below:

Returns Department
Universal Textiles UK Ltd
50 Oswin Road
Leicester
LE3 1HR.

We recommend using a tracked service and that you retain a copy of your receipt or proof of postage just in case anything happens to your item whilst it is on its way back to us.
The cost of return is your responsibility, unless otherwise agreed by us due to an error on our part.

For international customers we have set up local returns depots to help to reduce your shipping costs. Please contact our helpdesk (hello@universal-textiles.com) and our advisors will be able to provide the relevant details.

For customers in the UK, the cost to return the item is your responsibility, unless otherwise agreed by us prior to returning the item.

For International customers, returns will be at your expense. Using our online portal you can access preferential rates across many international carriers.

We're so sorry if we've made a mistake!

If this is the case, please CONTACT US and we'll try and sort it out as soon as possible

The following may affect the amount you have been refunded:

• The delivery charge, which is only refunded for cancelled orders under the Consumer Contracts Regulations (2013) or if the goods are faulty.
• Any discounts that were applied at the time of sale, which may not now be applicable.

Your delivery charge will be refunded in some circumstances, for example if your order has been cancelled under the Consumer Contracts Regulations. For more information on the Consumer Contracts Regulations, click here.