FAQ
1. Where do you ship?
We currently ship only within the United Kingdom. International shipping is not available at this time.
2. How long does order processing take?
Orders are processed within 1 to 3 business days (excluding weekends and public holidays). Processing includes order verification, product checks, and packaging.
3. What is the estimated delivery time?
Once shipped, orders are typically delivered within 1 to 6 business days. Delivery times may vary slightly depending on your location and the carrier.
4. Do you offer free shipping?
Yes. We offer free standard shipping on all orders delivered within the UK.
5. Can I cancel or change my order?
Yes, you may request an order cancellation or modification within 24 hours of placing the order. After that, your order may have entered processing and can no longer be changed.
6. How do I track my order?
Once your order ships, you will receive a confirmation email with a tracking link. If you do not receive tracking information within 3 business days, please contact us.
7. What if my tracking shows 'Delivered' but I haven’t received the package?
If your tracking status says “delivered” but you did not receive the item:
-
Check with neighbors or household members
-
Confirm the delivery address on your order confirmation
-
Contact the shipping carrier If the package is still missing, contact us. We will assist in resolving the issue, including a refund or replacement if appropriate.
8. What is your return policy?
You have the right to return products within 30 calendar days of delivery, for any reason. Items must be:
-
Unused and in original condition
-
Returned with original packaging and accessories
To initiate a return, email contact@ultrakick.co.uk with your order number and reason. We will provide return instructions.
9. Who pays for return shipping?
-
For change of mind returns, the customer is responsible for return postage.
-
For faulty, incorrect, or damaged items, we cover return shipping and may provide a prepaid label.
10. When will I receive my refund?
Refunds are processed within 1–3 business days after we receive and inspect the returned item. It may take 5–10 business days for the funds to appear on your statement, depending on your bank.
11. What items are non-returnable?
We cannot accept returns for:
-
Used or worn products
-
Customized or personalized items
-
Items returned beyond the 30-day window
-
Gift cards or promotional items
-
Items returned without prior authorization
12. Do you charge a restocking fee?
No. We do not charge any restocking fees on any returns.
13. Can I exchange an item?
Yes. If you need a different size or colour, mention this when you request a return. We will confirm availability and assist with the exchange process.
14. What happens if I return an item without tracking or authorization?
We are not responsible for lost return parcels that are untracked.
Also, items returned without approval may be rejected and not refunded.
15. Where do I send returned items?
The return address will be provided after your return request is approved.
Do not send returns to our registered company address unless instructed.
16. How can I contact customer support?
You can contact us at:
-
Email: contact@ultrakick.co.uk
-
Phone: +44 7599 673004
-
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (UK Time)