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Home  /  Frequently Asked Questions

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YOUR FREQUENTLY ASKED QUESTIONS

For any questions in regards to using the Uncovrd Marketplace platform you’re in the right, the FAQ’s section should answer all frequently asked questions.

 

Frequently Asked Questions

 

Your Payment Methods

 

Your Delivery

 

Refunds & Returns

 

International Delivery

 

Frequently Asked Questions

 

It’s been a while, where is my order?
The delivery time can vary based on the delivery method that the seller has provided or that you have chosen out of their options listed, as well as where the item is being delivered from or to, the seller will have specified the shipping options available on the item details section of the listing.

Deliveries within the United Kingdom will normally be quicker than international deliveries (where international delivery is available), depending on the shipping method, you have chosen. Some sellers use shipping services that will allow you to track the delivery, and we would advise this option where available. If you want more information on delivery time, please contact the seller directly using their contact form.
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How does PayPal work?
Uncovrd Marketplace uses PayPal to process all of our online transactions. At checkout, you will be redirected to PayPal to purchase your items. You can set up a PayPal account as part of the checkout process.

When you buy an item, it creates a PayPal transaction between you and the seller for the amount of the item plus shipping. When you enter your payment details, the money will be transferred to the seller’s PayPal account immediately.
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How does PayPal Buyer Protection protect me?
All transactions on Uncovrd Marketplace are made directly between the buyer and seller using PayPal. Orders paid with a PayPal account includes Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with your seller.
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The seller is refusing my refund, what are my options?
If a seller does not accept a refund or exchange that you feel you are entitled to, you should raise a dispute with PayPal directly. Uncovrd Marketplace is not involved in any part of the payment, delivery or returns process and will not hold any responsibility for issues with these queries, but we will always try our very best to offer help with these enquiries where we see fit.
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How do I close my account?
If you would like to close your account at please email help@https://uncovrdmarketplace.com/ and provide us with your full name and email address, we will then close your account within 24 hours and send you a confirmation email.
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Your Payment Methods

 

Paying with PayPal?
PayPal is a secure online payment method, which allows you to pay quickly and easily without having to share any of your financial information. PayPal remembers your bank details and keeps them locked up safe.
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How does PayPal work?
Uncovrd Marketplace uses PayPal to process all of our online transactions. At checkout, you will be redirected to PayPal to purchase your items. You can set up a PayPal account as part of the checkout process.

When you buy an item, it creates a PayPal transaction between you and the seller for the amount of the item plus shipping. When you enter your payment details, the money will be transferred to the seller’s PayPal account immediately.
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How long will it take for my payment to clear?
PayPal payments are usually clear immediately. On rare occasions, PayPal payments may fail. In these instances, we recommend checking your PayPal account and card details before repeating the purchase process.
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What is PayPal buyer protection?
All transactions on Uncovrd Marketplace are made directly between the buyer and seller using PayPal. Orders paid with a PayPal account includes Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with your seller.
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Your Delivery

 

How long will my delivery take?
The delivery time can vary based on the delivery method that the seller has provided or that you have chosen out of their options listed, as well as where the item is being delivered from or to, the seller will have specified the shipping options available on the item details section of the listing.

Deliveries within the United Kingdom will normally be quicker than international deliveries (where international delivery is available), depending on the shipping method, you have chosen. Some sellers use shipping services that will allow you to track the delivery, and we would advise this option where available. If you want more information on delivery time, please contact the seller directly using their contact form.
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What shipping methods are available?
The shipping methods depend on what the seller has decided to offer for each of their specific items. If a shipping method you would like is not available and you would prefer a delivery option outside of the options listed, you should contact the seller directly and ask if they would be prepared to offer alternative shipping methods and add it to their listing. For international buyers, please communicate with the seller directly or view our international delivery section.
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I’m still waiting for my item to be delivered, what should I do?
If an item has not been received after a set time period, you should firstly contact the seller directly to find out the reason why you have not received the item within the stated period. If you do not get a sufficient reply, then you can contact us via our contact us page, and we will do our very best to resolve your issue. If the issue can not be settled after our intervention, we would advise you to raise a dispute through PayPal.

Uncovrd is an e-commerce platform that connects independent brands with consumers. Please note that we are not involved in any part of the payment, delivery, or returns process and do not hold any responsibility for consumer queries of that nature. In the event that there is something wrong with your order, we would advise you to get in touch with the Brand/Seller through their vendor dashboard.

We would like to assure you that Uncovrd Marketplace selects our Brands through an invitation-only program where our sellers undergo a rigorous vetting process. We believe that by instilling this process, the consumer/seller experience is enhanced and risk is minimised, reinforcing a smooth user experience. Uncovrd Marketplace will always try our very best to offer help with escalated inquiries where we see appropriate.

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I’m an international buyer, do I have to pay any excess charges?
If you are an international buyer (outside the UK), you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be covered by you, we as a company and the seller has no control over or holds any responsibilities for these charges. Customs policies vary widely from country to country. You should contact your local customs office for further information before purchasing for international delivery.
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Refunds & Returns

 

How do I return an item?
Customers are entitled to return their order within 14 days of receiving it, provided the item is unworn, and the original packaging is received back in the same condition as it was sent and not damaged. Or you have 28 days if the item received is either incorrect or faulty.

If you receive an item and wish to return it for any reason you must inform the Seller directly via email or contact form within the specific timeframe;

  • Within 14 days of receiving the item.
  • Within 28 days if the item becomes faulty.

The Seller will then provide you instructions on how to return your item safely, and once your item is received by the seller, they will process your refund through PayPal or via the payment method used. We would advise you to use a delivery option with tracking for added insurance on the return of your item.

Return postage is your responsibility unless the item is incorrect or faulty, in which case the seller will refund the return postage. If you cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations Act of 2013, any standard shipping charges that you have paid to receive your purchase will be included as part of your refund.

Uncovrd is an e-commerce platform that connects independent brands with consumers. Please note that we are not involved in any part of the payment, delivery, or returns process and do not hold any responsibility for consumer queries of that nature. In the event that there is something wrong with your order, we would advise you to get in touch with the Brand/Seller through their vendor dashboard.

We would like to assure you that Uncovrd Marketplace selects our Brands through an invitation-only program where our sellers undergo a rigorous vetting process. We believe that by instilling this process, the consumer/seller experience is enhanced and risk is minimised, reinforcing a smooth user experience. Uncovrd Marketplace will always try our very best to offer help with escalated inquiries where we see appropriate.

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I would like a refund, what do I do?
As a customer and under the Consumer Contracts Regulations Act of 2013 you are entitled to a full refund within 14 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.

You must contact the seller directly via email or contact form, and once confirmation of the return request has been received and the seller has sent instructions for the return, please proceed with returning the item. We would advise you to use a delivery option with tracking for added insurance on the return of your item.

Items must be sent back to the seller you purchased the item from within 14 days of having your refund request approved by the seller. Once the seller receives the item back, they will issue the refund to the PayPal account which was used to pay or via the payment method used.
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I would like an exchange, what do I do?
Unfortunately, we do not offer exchanges at this moment in time. If you would like to exchange an item, please request a refund by directly contacting the seller, once the refund has been processed proceed to order the item you would have preferred instead.
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The seller is refusing my refund, what are my options?
If a seller does not accept a refund or exchange that you feel you are entitled to, you should raise a dispute with PayPal directly. Uncovrd Marketplace is not involved in any part of the payment, delivery or returns process and will not hold any responsibility for issues with these queries, but we will always try our very best to offer help with these enquiries where we see fit.
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International Delivery

 

I am an international buyer (outside the UK) can I order from your platform?
The shipping methods depend on what the seller has decided to offer for each of their specific items. If a shipping method you would like is not available and you would prefer a delivery option outside of the options listed, you should contact the seller directly and ask if they would be prepared to offer alternative shipping methods and add it to their listing. For international buyers, please communicate with the seller directly or view our international delivery section.
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How long will my International delivery take?
The delivery time can vary based on the delivery method that the seller has provided or that you have chosen out of their options listed, as well as where the item is being delivered from or to, the seller will have specified the shipping options available on the item details section of the listing.

Deliveries within the United Kingdom will normally be quicker than international deliveries (where international delivery is available), depending on the shipping method, you have chosen. Some sellers use shipping services that will allow you to track the delivery, and we would advise this option where available. If you want more information on delivery time, please contact the seller directly using their contact form.
Return to top

 

I’m an international buyer, do I have to pay excess charges?
If you are an international buyer (outside the UK), you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be covered by you, we as a company and the seller has no control over or holds any responsibilities for these charges. Customs policies vary widely from country to country. You should contact your local customs office for further information before purchasing for international delivery.
Return to top

 

Our Responsibility

Uncovrd is an e-commerce platform that connects independent brands with consumers. Please note that we are not involved in any part of the payment, delivery, or returns process and do not hold any responsibility for consumer queries of that nature. In the event that there is something wrong with your order, we would advise you to get in touch with the Brand/Seller through their vendor dashboard.

We would like to assure you that Uncovrd Marketplace selects our Brands through an invitation-only program where our sellers undergo a rigorous vetting process. We believe that by instilling this process, the consumer/seller experience is enhanced and risk is minimised, reinforcing a smooth user experience. Uncovrd Marketplace will always try our very best to offer help with escalated inquiries where we see appropriate.

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