Frequently Asked Questions – UB Online Store

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Frequently Asked Questions

I want to exchange or return my item(s).

You want to exchange or return your item(s) because:

  • It has a defect
  • It’s not the right size
  • I don’t like the color
  • I don’t like the item
  • Other reason


To ensure the smooth procedure of exchange or refund, please fill in this form.

Make sure the item you wish to exchange or return is in perfect conditions, meaning, it cannot show any evidence that it has been used and must contain all the labels. Items that show signs of use, do not have label or invoice cannot be exchanged nor returned.

Please follow these steps:

  1. Put the item(s) and the respective invoice inside the original package. In case you do not have the original package or it’s damaged, you may use a different one. However, we will not be responsible for any damage that may occur during transport.
  2. The exchange and return procedure is carried out through DHL Express or DHL Parcel. To do it, you only have to email our exchange and returns team in order to schedule the new date that best suits you. The return shipping cost from your address to our premises is totally free of charge for you.


Important Note: If you decide to send us an item back, whether you are exchanging or returning, without first contacting us, you will be 100% responsible for all fees, damages or possible loses.

Can I return more than one item from different orders at once?

Yes, you can! Just make sure that when you email us at info@ubonlinestore.com or reach out to us through our social media platforms you state that you will be returning items from different orders. Also, don’t forget to place the invoice from each order inside the package.

What will cost to do an exchange?

The return shipping cost from your address to our premises is totally free of charge for you if you use the return packing note and make the return via the same carrier that delivered the parcel.

You will be requested to pay the new item shipping cost to be sent from our premises to your chosen address.

Important Note: If you decide to send us an item back, whether you are exchanging or returning, without first contacting us, you will be 100% responsible for all fees, damages or possible loses.

What's the cost of making a refund?

If you wish to ask for a refund, please note that only the item(s)’value will be refunded, which does not include the shipping cost.

Can I order different sizes to find out which size best fits me?

You may do this, but please note that the return charges will apply for the size you decide to return. We advise you to order the size you think will most likely fits you. If that size does not suit you, you can exchange it for free. If you have any doubts about your size, contact us through our social media. We are here to help you!

How long do I have to exchange or return my items?

You have 15 days starting from the date stated on your invoice.

How can I check the status of my exchange or return?

If you have any questions or concerns regarding you exchange or delivery please contact us by email (info@ubonlinestore.com) or through our social media platforms stating your order number.

I have not yet received my refund

Refunds can take up to 10 days. We can only refund you once the item(s) have arrived at our storage facility and their condition has been verified. If you have not received a refund within 10 days, please contact us by email (info@ubonlinestore.com) or through our social media platforms.

Important Note: An email will be sent to your inbox as soon as we receive your package at our facilities. You must reply to that email in order for us to proceed with the refund or exchange.

I got a defective item

If you have received a defective item, send us an email at info@ubonlinestore.com or contact us through social media with pictures of the items and of your invoice. We will then get in touch with the brand so that the items’ conditions can be evaluated . As soon as the brand confirms that it is indeed a defect, we will ship out a new item to you within 7 days at no extra cost to you.

I want to cancel an order or an item

Did you order the wrong item or change your mind?

  1. Within the first 2 hours you may cancel or exchange the items you ordered. Please send us an email (info@ubonlinestore.com) or contact us through our social media platforms.
  2. It has been more than 2 hours but less than 8 hours after you place your order, you can cancel it at no cost to you. If you wish to make changes to your order, we will need to cancel your initial order so that you may place another one.
  3. If it has been more than 8 hours after you place your order, we will no longer be able to cancel your order. Nonetheless, once you receive it you may exchange it or return it.
  4. If you realize that you entered a wrong address, please send us an email or contact us through social media as soon as possible.
Can I change my order once I have placed it?

You wish to change:

  • Your address
  • The items or the amount ordered
  • The shipping information
  • The billing information
  • Or Other


Yes, you may change this information within 2 hours. Please send us an email at info@ubonlinestore.com or contact us through our social media platforms requesting to do so.

I did not receive a confirmation email after placing my order

Please verify that the email is not in your junk mail or spam folder. If you have created an account on our website, log in with your account details and make sure you have entered the correct email address.

If you have gone through the steps above and neither one applies to you, please send us an email at info@ubonlinestore.com or reach out to us through our social media platforms.

How can I place an order?
  1. Choose the items that you wish to purchase as well as the size in which you would like to receive them and add them to your shopping cart.
  2. Once you have selected all the items go ahead and click on the shopping cart icon at the top of the page in order to proceed to checkout.
  3. Fill in your shipping information (name and address). In this step, you can also enter any promotional code, voucher code or gift card code that you may have.
  4. Select your desired shipping method
  5. Select your method of payment.
We accept the following methods of payment:
  • Cash on delivery (only valid for Spain and Portugal)
  • iDeal
  • Credit Card
  • PayPal
  • BanContact
  • Amazon Pay
  • Sofort

    6. Click in ‘Finalize order’

Once you place your order, a thank you message will appear in your screen confirming your purchase and a confirmation email will be sent to your email address. Once the package has left our storage facility, you will also be notified by email. If you wish, you can send us an email requesting the tracking number associated to your order.

How can I request an invoice?

Do you wish to get the invoice for you last purchase?
Send us an email at info@ubonlinestore.com or contact us through our social media pages requesting the invoice. However, you will receive the invoice inside the package.

If you wish to receive a gift receipt you can also contact us and we will send it to you.

The item(s) I want are sold out

If you wish to order a size that is currently out of stock, you have two options:

  1. Contact us by email (info@ubonlinestore.com) or through our social media. You may request to held in reserve the item you wish, that once it is back in stock. Send us pictures of the items and size you wish to reserve. Also send us your phone number, address and e-mail. As soon as the items become available, we will contact you.
  2. In the online store, choose the size you wish and fill in your contact details. As soon as the requested size is back in stock, you will be notified by email or message.
I want to place an order on the phone

To place orders on the phone, you may call us between 9am and 7pm (GMT: October-March or GMT+1: March to October time zone). You may also do it through our social media platforms from 7pm to 12am (GMT: October-March or GMT+1: March to October).

On weekends, you may also place orders through our social media platforms from 10am to 8pm (GMT: October-March or GMT+1: March to October).

How can I delete an item from my shopping cart?

Next to each item you will find an X. By clicking on the X, you will be able to delete the item from your shopping cart. There you also have the possibility to change the amount of each item being purchased.

What is the TAX Payer Number?

The TAX number is a personal number assigned to each individual, which is used for tax purposes in most European Union countries. Please note that it may not apply in your country of origin.

What if I want to use my company’s payment information but have it sent to my home?

That is no problem!

  1. In the shipping section, fill in your home address
  2. Next, continue to payment method section and select the 'Use a different billing address' option.
  3. After clicking on that option, a billing section will pop up where you can enter the company details that you want your order to be billed for.


The opposite is also possible, if you want your purchase to be sent to your company or to another address, but billed to you.

How much are the shipping costs?

Germany, Austria, Belgium, France, Luxembourg, Netherlands, United Kingdom

DPD (3-5 working days):

- 6 Euros per shipment

DHL EXPRESS (24-48h working days):

- 12 Euros per shipment

 

Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia, Finland, Denmark, Monaco, Greece, Sweden, Italy, Ireland

DHL EXPRESS (1-3 working days):

- 15 Euros per shipment

 

United States

DHL EXPRESS (1-3 working days):

- 15 Euros per shipment

 

Rest of the World

DHL EXPRESS (1-3 working days):

- 15 Euros per shipment

 

Continental Portugal

MRW (24h working days):

- For orders up to 50 Euros: 5 Euros per shipment

- For orders over 50 Euros: free shipping*

*The free shipping won't be applied if there are products on sale or when a discount code is used

 

Continental Spain

MRW (24-48h working days):

- For orders up to 50 Euros: 5 Euros per shipment

- For orders over 50 Euros: free shipping*

*The free shipping won't be applied if there are products on sale or when a discount code is used

 

Madeira and Azores

DHL PARCEL (2-4 working days):

- For orders up to 50 Euros: 10 Euros per shipment

- For orders over 50 Euros: free shipping*

*The free shipping won't be applied if there are products on sale or when a discount code is used

 

Balearic Islands

DHL PARCEL (2-4 working days):

- For orders up to 50 Euros: 10 Euros per shipment

- For orders over 50 Euros: free shipping*

*The free shipping won't be applied if there are products on sale or when a discount code is used

 

Canary Islands

DHL PARCEL (2-4 working days):

- 15 Euros per shipment

 

Andorra, Gibraltar

DHL EXPRESS (1-3 working days):

- 15 Euros per shipment

 

Melilla, Ceuta

DHL EXPRESS (2-4 working days):

- 15 Euros per shipment

 

Note: Delivery times may change according to external factors such as holidays, weekends, festive dates, time zonesand country laws (customs). If a delivery is attempted, but no one is at the address, this can also delay the delivery.

How can I track my order?

Once your order is shipped, you will receive a confirmation email. You can request your order’s tracking number, by replying to this email, then you just need to enter your tracking number on the shipping company’s website (see below).

MRW Portugal
MRW Spain
DHL Express
DHL Parcel

If anything happens to your parcel during shipment we will get in touch with you.

How long does it take to receive my order?

Germany, Austria, Belgium, France, Luxembourg, Netherlands, United Kingdom

DPD (3-5 working days)

DHL EXPRESS (24-48h working days)

 

Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia, Finland, Denmark, Monaco, Greece, Sweden, Italy, Ireland

DHL EXPRESS (1-3 working days)

 

United States

DHL EXPRESS (1-3 working days)

 

Rest of the World

DHL EXPRESS (1-3 working days)

 

Continental Portugal

MRW (24h working days)

 

Continental Spain

MRW (24h working days)

 

Madeira and Azores

DHL PARCEL (2-4 working days)

 

Balearic Islands

DHL PARCEL (2-4 working days)

 

Canary Islands

DHL PARCEL (2-4 working days)

 

Andorra, Gibraltar

DHL EXPRESS (1-3 working days)

 

Melilla, Ceuta

DHL EXPRESS (2-4 working days)

 

Note: Delivery times may change according to external factors such as holidays, weekends, festive dates, time zones and country laws (customs). If a delivery is attempted but no one is at the address, that can also delay the delivery.

What if my parcel does not arrive within the estimated time?

Please send us an email at info@ubonlinestore.com or contact us through our social media platforms so that we can verify the reason for the delay. If the delay was not caused by external factors such as holidays, weekends, festive dates, time zones or country laws (customs), we will refund you the shipping costs.

Shipping country’s permanent holidays:
January 1st (New Year); April 25th (Liberty Day); May 1st (Worker’s Day); May 31st (Religious Holiday); June 10th (Nacional Day); August 15th (Religious Holiday); October 5th (Republic Day); November 1st (Religious Holiday); December 1st (Nacional Day); December 8th (Religious Holiday); December 25th (Christmas Holiday).

How can I find a pickup location?

If you are in Continental Portugal and Continental Spain, MRW stores can be used as follows:

  1. If you prefer to pick up your order at a pick-up point instead of receiving it at home.
  2. If you are returning an item.


Rest of the World
Send us an email and we will let you know your closest DHL Express or Parcel pick-up point.

I want to change the delivery address before my package has left storage

Up to 2 hours after placing your order, you can contact us by email (info@ubonlinestore.com) or through our social media platforms in order to change the delivery address.

Important Note: You CANNOT use the address of a pick-up point as your order address. If you wish to receive your order at a pick-up point, please email us or reach us through our social media platforms and ask for your tracking number. You must than contact the shipping company requesting to do so as soon as possible.

I want to change the delivery address after my package has left storage

You have entered a wrong or an invalid address? You have changed your residence address? No problem! You can contact us by email (info@ubonlinestore.com) or through our social media platforms, 8 hours after placing your order, to request your tracking number. Then contact the carrier and ask to change your order address. If the carrier charges you any cost associated with this change of address, you will be responsible for paying it.

I will not be at home on the day of my delivery

If you will not be able to receive your order at the indicated address, you will need to contact us as soon as possible by email (info@ubonlinestore.com) or through our social media platforms, so we can schedule a new delivery date that best suits you.

Can someone else receive my package for me?

Yes, of course! However, that person will be responsible for your order. Just keep in mind that that person will have to sign a document stating that he or she received the order, by showing their ID as well as your ID to the delivery man.

I received my package in poor condition

If you received a package in poor conditions please go through the following steps:

  1. Take pictures of your package immediately upon arrival
  2. Contact the shipping company and file a complaint


Please send us an email (info@ubonlinestore.com) or reach out to us through our social media platforms and we will try to identify the reason. However, please note that we take pictures to all packages before leaving our facilities. As soon as the package leaves our facilities, the shipping company becomes responsible for delivering it in proper conditions.

What are the available payment methods?

We accept the following methods of payment:

  • Cash on delivery (Continental Portugal and Continental Spain only)
  • iDeal
  • Credit Card
  • PayPal
  • Amazon Pay
  • BanContact
  • Sofort
Are your methods of payment safe?

UB Online Store uses one of the most secure online order placing systems available and is constantly improving its software in order to offer its members the greatest possible safety. We have an important responsibility and commitment regarding the safety of our website and the protection of our customers’ data. Therefore, we use a server certificate - also known as a digital certificate - that secures our identity as well as an encryption of Secure Sockets Layer (SSL) data transmission. See our Privacy Policy.

I'm not sure about my size. What can I do?
How does a gift card work?

The main purpose of a gift card is to offer someone else money to spend on our online store. The gift card can be personalized with a message, if you wish. The gift card comes with a code that contains a specific amount of money. The gift card can be used at checkouts as many times as you wish until the total amount of money has been spent.

I received a gift card. How can I use it?
  1. Once you have added all your items to your shopping cart proceed to checkout
  2. At checkout you will be required to enter the gift card’s code
  3. Gift cards have no expiration date.
  4. Gift cards and a discount code CANNOT be applied in the same purchase.

Important Note: The gift card code must be written exactly as is: uppercase, lowercase, spacings must also be obeyed.

Where can I purchase a gift card?

If you wish to purchase a gift card, please send us an email at info@ubonlinestore.com or reach out to us on our social media platforms. We will send you a link, which will allow you to make the payment with PayPal or a credit card.

What is a discount code?

A discount code is a code that will offer you a percentage off your purchase. You can only use each discount code once.

How can I use a discount code?
  1. Once you have added all your items to your shopping bag proceed to checkout
  2. At checkout you will be required to enter your discount code

Gift cards and a discount code CANNOT be applied in the same purchase.

Note: The discount code must be written exactly as is: uppercase, lowercase, spacings must also be obeyed.

My gift card or discount code doesn’t work

Please remenber:

  • You can only use you discount code once.
  • You should write your code exactly as is.
  • Your gift card can only be used while it still has money in it.
  • Gift cards have no expiration date.

If neither one of these is the situation you find yourself in but still cannot use you code or gift card please email us at info@ubonlinestore.com or contact us thorough social media platforms.

How can I change my personal information?
  1. Login to your account
  2. Go to ‘My Account’

You can change your personal information except for email address and password. If you wish to change this you can delete your current account and create a new one.

I want to set up an account. How do I do it?
  1. Click in login (desktop version) or on the profile icon (mobile version)
  2. Click in create account and follow the steps

You have the option to create an account using Facebook or you can create your account by entering your information manually.

I wish to delete my account. How can I do it?

If you wish to delete your account, please email us at info@ubonlinestore.com or reach out to us on our social media platforms.

I forgot my password. How can I retrieve it?
  1. Go to login and click on ‘Forgot my password’
  2. Write down your email and click "Submit"
  3. You will receive an email to reset your password
  4. Click the button ‘Reset your password’ on our email
  5. You will be redirected to a page and asked to rewrite your new password
How do I log in with my account details?

It’s simple! Just click in login (desktop version) or on the profile icon (mobile version) and enter your account details.

What is the UB Online Store newsletter?

Our newsletter is a weekly email that contains exclusive offers, discount codes, information about new products and information about products low in stock. If you wish to subscribe our newsletter, visit the online store and fill in your email address.

I am not receiving your newsletters. What can I do?

Send us an email at info@ubonlinestore.com or reach out to us through our social media platforms so we can solve it for you.

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