International Orders & Returns
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.
If your order is not to your satisfaction, you retain the right to return eligible items in accordance with our returns policy.
For all international returns, it is imperative that parcels are clearly marked as:
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"Unwanted Return"
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"Returned Goods"
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"Return Item From Online Purchase"
Where a returned parcel is incorrectly declared and Pitville 2023 Limited incurs import duties, taxes or customs charges, these costs may be deducted from any refund due.
Registering a Return or Exchange
Please register all return and exchange requests using our automated returns platform:
returns.theunionproject.com
Returns
You have the right to cancel your order within 14 days of receipt.
In accordance with your statutory rights, you have 14 days from receiving your order to notify us of your intention to return an item via:
returns.theunionproject.com
Once your return has been registered, you have a further 14 days to return the item to:
The Union Project
32 Cambray Place
Cheltenham
GL50 1JP
United Kingdom
Delivery & Custody
When purchasing goods from Pitville 2023 Limited t/a The Union Project, you enter into a contract of sale with Pitville 2023 Limited.
Where goods are delivered to the delivery address provided and no recipient is available to accept delivery, you authorise the courier to retain custody of the parcel until it is redelivered or collected in accordance with their procedures.
Pitville 2023 Limited cannot be held responsible for goods that are not collected from the courier. Please bear this in mind when calculating the period available to notify us of a return.
Return Shipping Costs
Customers are responsible for the cost of returning items.
We strongly recommend using a tracked delivery service to ensure traceability for both parties.
Where an order is returned for a refund, any original shipping charges paid by the customer are non-refundable unless otherwise required by law.
Please include your order number and details of your request inside the return parcel.
Return Conditions
To be eligible for a return, items must:
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Be unworn and unused.
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Be in the same condition in which they were received.
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Be free from marks, damage, alterations or contamination.
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Be free from fragrances, smoke, body odours or similar.
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Be returned with all original packaging, labels and swing tags attached.
Footwear must be returned in the original shoe box, with the box and packaging in the condition in which it was supplied.
If a returned item is found to be ineligible for refund, the customer will be responsible for the cost of returning the item back to them.
Refunds will be processed within a reasonable timeframe following receipt and inspection of the returned goods.
Non-Returnable Items
Certain products cannot be returned, including but not limited to:
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Gift cards
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Downloadable software products
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Certain health and personal care products
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Perishable goods, including food, flowers, newspapers and magazines
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Intimate or sanitary products
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Hazardous materials
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Flammable liquids or gases
To complete a return, proof of purchase will be required.
Please do not send returns directly to the manufacturer.
Refunds
Once your return has been received and inspected, we will notify you by email that we have received the item.
We will then confirm whether your refund has been approved or rejected.
Where approved, refunds will be issued to the original payment method. Processing times may vary depending on your payment provider.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again.
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Contact your card provider, as refunds can take time to appear.
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Contact your bank, as additional processing delays may apply.
If you have completed these steps and still have not received your refund, please contact:
Sale Items
Sale items purchased in-store are non-returnable.
Sale items purchased online may be returned provided they meet the requirements of this returns policy and are returned within the applicable returns period.
Exchanges
To request an exchange, please register your request using our automated returns platform:
returns.theunionproject.com