Delivery & Returns

Shipping

We offer the following delivery options for orders placed before 2pm Monday to Friday (please note that during busy periods these may vary). An estimated delivery date will be provided at checkout based on your selected shipping method: For full delivery information, please . contact us

Delivery options

Royal Mail Tracked 48 £4.99 4–6 working days

All orders are dispatched in packaging branded with the Underground & Sound logo. Gift wrapping or special packaging is not currently available.

Please note that delivery dates quoted at checkout are estimates and cannot be guaranteed.

Amending Or Cancelling Your Order

Once payment has been accepted, we are unable to make changes to your order, including altering the size or colour of an item, adding or removing items, or changing the payment method.

If you wish to cancel your order or update the delivery address, please contact our customer care team as soon as possible, ideally within 30 minutes of placing your order. While we will do our best to accommodate your request, changes cannot be guaranteed once the order has been processed or shipped.

During weekends, holidays, or periods of high order volume, it may be more difficult to amend orders before dispatch.

When contacting customer care, please provide your order number and, if relevant, the new delivery address to help us process your request quickly. Failure to provide this information may delay or prevent the requested changes.

Please be aware that once an order has been cancelled, it cannot be reinstated and you will need to place a new order.

Returns

We want you to be completely satisfied with your purchase. If you are not, you may return your items within 30 days of receipt for a refund or exchange.

Returned items must be in their original condition — unworn, unwashed, with all tags attached — and include the original packaging. Please include your return form and clearly indicate whether you are requesting a refund or exchange.

To start your return, please log in to our Returns Portal [insert link] and follow the instructions. You will need your order number and the email address used for the purchase.

If you choose to organise your own return, we recommend using a tracked service and including the completed return form. Underground & Sound cannot be held responsible for parcels lost or delayed when using an untracked service.

Damaged Or Faulty Items

If your item arrives damaged or faulty, please contact our customer care team at contact us with photos before arranging a return.

Important Information About Returns

Returns must be received within 30 days and in a condition suitable for resale. Items returned outside this timeframe or in an unsaleable condition will not be refunded and may be returned to the sender.

Please note that items purchased online cannot be returned in store, and in-store purchases cannot be returned online. To return in-store purchases, please visit the original point of purchase.

Refunds

Refunds will be processed within 10 working days of receiving and inspecting your returned items. Refunds will be credited to the original payment method. You will receive an email confirmation once your refund has been completed.

For orders paid with multiple payment methods (such as including gift vouchers), refunds will be applied in the order payments were made, with gift voucher balances refunded first.

Exchanges

We offer size exchanges on the same product, subject to stock availability. Replacement items will be dispatched within 28 days. If the requested size is not available, you will receive a refund and notification by email.

For exchanges involving different products, please place a new order.

Please note that we cannot reserve stock for exchanges. If you are concerned about product availability, we recommend placing a new order.

Non-Returnable Items

For hygiene reasons, unless faulty, we do not accept returns of sensitive products such as underwear, socks, and swimwear.

If you wish to return such items due to a fault or damage, please contact customer care.

Gift Vouchers.

Gift vouchers are non-refundable. Items purchased using gift vouchers can be exchanged for a different size or credited with a new gift voucher.

Delivery Options Summary

• Standard delivery (Royal Mail Tracked 48): 3–5 working days — £4.00
  
• Express delivery (Royal Mail Tracked 24): 1–2 working days — £6.50
  
• Next-day delivery (Royal Mail Special Delivery): order before 12pm for next working day delivery — £11.25
  

Free standard delivery is available on orders over £75 and for Backstage Pass subscribers.