International Orders, Returns & Exchanges

International Orders

Pitville 2023 Limited t/a The Union Project does not charge UK VAT on orders shipped outside of the United Kingdom.

Following the UK's departure from the European Union, orders shipped outside the UK are supplied without UK VAT. Customers are responsible for any import duties, taxes, customs charges or local VAT levied by the destination country.

These charges are determined by the relevant customs authorities and governments and cannot be estimated, controlled or reimbursed by Pitville 2023 Limited.

Updated 12 October 2026. The £7.50 label charge and revised free-return offer apply to new purchases made after this update is published. For earlier purchases and returns already agreed, we honour the terms and charges applicable when you bought the goods or that we have expressly agreed with you. This update does not reduce your statutory rights.

Online returns

You can notify us that you wish to cancel an eligible online purchase within 14 days after the day you receive it. You then have a further 14 days after notifying us to send the goods back. You do not need to give a reason for a qualifying cancellation.

Please use our Returns Portal or email info@theunionproject.com. The portal helps us manage your return, but you do not have to wait for approval to exercise your statutory cancellation rights.

Please include your order number and send returns to: The Union Project Web Returns, 32 Cambray Place, Cheltenham, GL50 1JP, United Kingdom. Keep your proof of postage; we recommend a tracked service. Online purchases can also be returned to our shop.

When will my refund be processed?

We normally inspect and process eligible returns within 3–7 working days of receiving them. Working days are Monday to Friday, excluding public holidays in England, and we count from the next working day after receipt.

Any applicable statutory refund deadline takes priority. For a qualifying UK online cancellation where goods are being sent back, we will refund without undue delay and no later than 14 days after we receive the goods or, if earlier, receive evidence that you have sent them back.

Refunds are issued to the original payment method. We will email you when your refund has been issued. Your bank or payment provider may then take additional time to show the funds; this is separate from our processing time.

If you have not received a refund confirmation after 7 working days, please contact info@theunionproject.com with your order number and return tracking. If a refund has already been issued, we can help you check its status with your payment provider.

Return postage and delivery refunds

For change-of-mind returns, you can use your own carrier at your own cost or, where available, use our supplied return label. The supplied label costs £7.50, deducted from your refund when you use it. This is a return-postage charge, not a refund-processing fee.

Free change-of-mind returns are available only to customers in an eligible loyalty tier, subject to their tier benefits. Please contact us so we can arrange the eligible return service. Order value alone does not qualify an order for free returns.

If goods are faulty, incorrect or not as described, please contact us before arranging postage so we can provide an appropriate return method. We cover reasonable return costs where required by your statutory rights.

When you cancel a whole online order under your statutory cancellation rights, we also refund the cost of our least expensive standard outbound delivery option. Any extra paid for an upgraded delivery service is not refundable. For partial returns, we assess any delivery refund in accordance with your legal rights.

Condition, sale items and faults

Please return goods with their labels and packaging, including the shoe box for footwear, and take care to avoid wear, damage, marks, fragrances or odours. You may inspect and try on goods as you would in a shop. For statutory cancellations, we may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods; missing packaging or labels does not automatically remove your cancellation rights.

Sale items and Slight Seconds purchased online retain their statutory cancellation rights. A clearly disclosed defect on a Slight Seconds item is not itself a new fault, but your rights concerning other faults or misdescription remain. Any lawful exception, such as personalised goods or sealed hygiene goods that have been unsealed, will be explained where applicable.

Please report faulty, incorrect or misdescribed goods as soon as possible. A request to report an issue promptly does not impose a three-day limit on your statutory rights. We will assess the issue and arrange the remedy required by law.

Exchanges

Exchanges are subject to stock availability. Request one through the Returns Portal or contact us. The return-postage rules above apply; an exchange does not automatically qualify for free return postage.

International returns

The same 3–7 working-day processing period starts when we receive your return. Please use an appropriate tracked service and clearly mark the customs declaration “Returned goods”, including your original order details. Import taxes paid to overseas authorities may need to be reclaimed from them. Any additional mandatory consumer rights in your country remain unaffected. See our international orders and returns information.

For in-store returns and credit notes, see our full returns policy. Return credit notes are valid for six months from issue.