Unilite Knowledge Base

Can I still purchase from Unilite? – COVID-19

Yes, you can!  We’re currently still able to accept orders and can still ship internationally. We recommend ordering to addresses or a location that you know you’ll be able to access, such as your home. This is to help couriers who may not be able to deliver to business addresses for health and safety reasons.

Can I change my delivery address?

Sometimes you may now need to amend your delivery addresses, and certain couriers have an option that allows for this.
If this option is available to you, it’ll be included in the tracking information sent to you when your order leaves our warehouses. If the option isn’t available on your tracking link, then the courier won’t have the ability to do this.

Unfortunately, the Unilite Team aren’t able to amend the delivery address of your order once it’s been placed, so please be aware of this before processing your order.

What if I’m not there to receive my package?

If you can’t change your delivery address, and no one else can accept the delivery, it will be returned to us and you’ll be refunded in full.
The courier may leave your order in a safe place at the address if it’s student accommodation or your place of work, for example so always check first to see if it has been left anywhere before contacting us.  

How long do I have for returns?

Our current advice on returns at the moment is 28 days up from 14 days. This is to help anyone who may not be able to leave their property due to self-isolating or illness. If it is not safe to do so after this period, please notify us before so we can access the best course of action. Please check and follow the restrictions set by your local government, which may reduce the operating systems and hours of your local drop-off points or classify returning items as non-essential travel.

Has COVID-19 affected the Unilite supply chain?

Currently, our production operations haven’t been impacted by the spread of COVID-19. However, we are experiencing delays trying to get new pre order items out of our factories in China. This is due to a backlog of shipments which are being worked through with limited staff, and due to local restrictions here in the UK on accepting shipments.  We’re monitoring this situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our suppliers are a top priority for us, so please bear with us.

What are Unilite doing to ensure safety & well-being during COVID-19

The Unilite team is our main priority, and we’re doing all we can to protect the safety and wellbeing of our staff across the world with measures in place and the PPE necessary to keep staff safe. We are endeavouring to do this and keep the best experience possible for our customers, as safely as we can

Many staff are currently working from home, but we will always respond as quickly as we can as we realise our business doesn’t stand still. There is a small team working from our HQ and we are all strictly following official advice to uphold social distancing and the highest standards of hygiene. All offices are deep cleaned, and materials and other supplies are all inspected and quarantined for a 24hr period to ensure the safety of our team and customers. 

Our attitude and approach are exactly the same throughout our supply chain. We’ve increased focus on our distribution centres to maximise safety, enforcing social distancing and minimise the spread of COVID-19. 

Unilite is operating as safely as we can, while giving our best to operate at the highest standards we can.  

FURTHER QUESTIONS
Please contact our support team here: support@unilite.co.uk

Delivery Update – COVID-19

Unfortunately, due to the current circumstances we will only be dispatching from our warehouses Monday – Friday. This means orders placed on a Friday will be dispatched on the Monday so don’t panic if you don’t receive your shipping confirmation over the weekend!

In the unlikely event that you do not receive your order after the stated delivery timeframe, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.

Some countries orders may be subject to customs fees please make sure you have checked if this is the case as Unilite cannot be held liable for any fees. To find out if this applies to you please seek information from your local government or online resources.

Customs & Import Fees

As all orders are currently shipped from Poland, you may be subject to additional import fees upon delivery (outside EU). 

Refusing to Pay Customs

If you choose to refuse the customs fee and the parcel is returned back to Unilite, a shipping & handling fee will be deducted from your refund.

If you’re still unsure on whether you’ll be subject to customs fees, we’d recommend contacting your local customs office for more information before placing your order.

How do I track my order?

Unilite account

Log into your account through the online store, check out the order status and if the order has been fulfilled, click onto the order information & you can find your tracking for your courier. If this isn’t present please contact the support@unilite.co.uk where this can be provided. 

Don’t have an account?

As soon as your order has been fulfilled, you’ll receive a shipping confirmation email titled “Your order is on the way”.

You will then be able to track your order through the tracking link on the email. If you haven’t received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

Please note, tracking can take around 24-48 hours to update after dispatch. This will also vary during Covid-19 as couriers take longer to update their system.

What is Unilite’s Returns Policy

• Products must be returned within 28 days of receiving your order.
• Products must be in their original packaging with all manuals, stickers, cables returned.
• Clothing returns & merchandise must not have been worn or used. 
• We only offer refunds onto the original payment method used to make the order.
• Exchanges are not part of our returns policy.
•  For purchases made by part-card, part-gift card, the refund will be applied to the gift card first.
• Orders placed separately cannot be returned as one. Combining orders will slow down the refund process.

Can I exchange my item?

Unfortunately, we currently don’t offer exchanges. In order to make the returns process as efficient as possible, we only offer refunds. 

Received a Faulty Item?

We are so sorry to hear you have received a faulty item! Please send us the following info:

• Your Order Number
• Item Name
• Photos or video that clearly shows:
  1. Product fault as clearly as possible
  2. Full-length photo of the item
  3. Description of the issue

There is no need to send your faulty item back to us if you are abroad as it it could delay the resolution time.

If your item was damaged on delivery, please get in touch with us within 7 days with photographic evidence so that we can get it sorted for you.