FAQ's

AUTHENTICITY
Any items that we sell are 100% authentic, there is a zero-tolerance policy from us for counterfeit and fake goods. All products are brand new, with original accessories, such as tags and boxes, unless otherwise stated in the description of a product. Please read the description of all items for confirmation of what you will receive when ordering. We are not affiliated with the brands we sell. We are just a reseller of these products at competitive prices.
 
CAN I ALTER MY ORDER ONCE ITS BEEN PLACED?
Unfortunately due to the scale of our business and that some specific items are sourced in specifically upon demand, once an order is placed we can't cancel it. If you need to change your address of delivery please contact us as soon as possible via Instagram or via email! We will do our best to change the address of delivery but if already dispatched this won't be possible and you may have to contact our courier DPD. 
You can always return your order once arrived within 60 days. For more information please visit our refund and returns section. 
 
HOW LONG WILL IT TAKE TO BE REFUNDED?
You can track your return through your chosen returns carrier. Upon receipt/return of your goods we aim to process your return within 10 working days. Once processed you will receive an email / text notifying you and from then, depending on the chosen payment method you picked, please allow up to 72 hours for the funds to show back in your account.
If you haven't received your refund after this time, and the parcel has got back to us, then please contact our customer service email who will be happy to look in to this.
 
MY ITEM IS FAULTY
First of all we apologise that you have received a faulty item, we aim to quality check all items before parceling and shipping but unfortunately, some finer details can be missed due to human error.

We will ask you for some pictures of the faulty item you have received, and once processed we will send you a prepaid returns label to send back to us for a refund.

We recommend placing a brand new order for the correct item again, as soon as possible to avoid any disappointment.

 

PRE PAID RETURNS LABEL INFO:

What you need to do - 

If you require a pre paid returns label from ourselves to return an item please email us on info@dripunion.com with the following:

- FULL NAME, ORDER NUMBER , ADDRESS & POSTCODE, EMAIL ADDRESS, DESIGNATED SAFE PLACE.

- Re - wrap your parcel appropriately and enclose and complete the following form below

DOWNLOAD PRE PAID RETURNS FORM HERE

- Place your item in the designated safe place if you are not present when collection window is. 

- Dont worry about re applying the returns label barcode as we do that for you!

WHAT WE DO

We create and email you a prepaid returns slip with a collection date and time from a postman to your address.

 

I HAVE RECEIVED THE WRONG ITEMS / WRONG SIZE
We are so sorry to hear this and would like to apologise for any inconveniences. If you have received the wrong item / size, then please contact our customer service team via email and we will organize a pre paid returns label for you.

If you require a new correct item we recommend placing a brand new order to avoid your desired item selling out.

PRE PAID RETURNS LABEL INFO:

What you need to do - 

If you require a pre paid returns label from ourselves to return an item please email us on info@dripunion.com with the following:

- FULL NAME, ORDER NUMBER , ADDRESS & POSTCODE, EMAIL ADDRESS, DESIGNATED SAFE PLACE.

- Re - wrap your parcel appropriately and enclose and complete the form below

DOWNLOAD PRE PAID RETURNS FORM

- Place your item in the designated safe place if you are not present when collection window is. 

- Don’t worry about re applying the returns label barcode as we do that for you!

What we do -

We create and email you a prepaid returns slip with a collection date and time from a postman to your address.

 

MY ORDER HASN'T ARRIVED YET
We have a clear dispatch time frame stated on all items we sell. This indicates the time it will take for us to dispatch that product before DPD Shipping which is 1-3 days (usually 1-2 days)

For example: if you order an item with a 2-4 day dispatch time frame. This item will be dispatched 2-4 days after the order was placed and then shipped out via Premium DPD shipping (1-3 days)

If you require an update about an existing order feel free to email us or direct message us on instagram quoting your order number.

For a visual representation of this please visit our Instagram story highlights section under 'SHIPPING'

WHY IS THIS THE CASE?

Due to the scale of our business, stock can sellout quickly and due to this we source specific items from our trusted worldwide suppliers which can sometimes result in a slightly longer handing time. 

 

MY ORDER HAS BEEN STOLEN! 

We do not take any responsibility for any parcels left in safe places or chosen neighbours. This is down to the MyDPD safe place preferences you set and approve in the MyDPD App. You are responsible for this.

All contactless deliveries come with GPS, a clear POD image upon delivery, and coordinates.

We speak with our DPD representative on a daily basis regarding these issues and have the above infomaton for every completed delivery.

If your parcel has been delivered to an incorrect address, we will find out for you and process a full refund.

If you believe your parcel has been stolen from your address / safe place or neighbour, contact the police prior to contacting us. If you can provide us with a crime reference number, email us and we will assist you further.

 

WHY HAS MY ORDER BEEN CANCELLED / REFUNDED?
We apologise your order was cancelled. If the item (s) you've ordered is out of stock, or is slightly defected at the time of packing your order, we need to cancel it and refund you. Please allow up to 5 working days for your refund depending on your payment method. Once refunded we will notify you with a standard refund email.
Please note if you checkout via 'credit / debit card' a notification will not be sent to you with a refund notice but the funds will appear back in your account within around 5 days. We aim to contact a customer directly though email or Instagram if this is the case.

 

WHY HAS MY ORDER BEEN SENT BACK TO YOU?
Our postage courier DPD LOCAL do their upmost to successfully delivery your parcel safely and as requested. If your parcel is in the process of returning to us or has been sent back to our hub, it is due to one of the following reasons:

- Three deliveries were attempted; with no answer

- Your ‘MyDPD’ delivery settings were not updated 

If you wish to deliver to a safe place or a neighbour, please make sure your delivery settings are accurate to ensure correct and safe delivery.

If your parcel arrives back to us, we will re-ship the parcel free of charge.

Finally, make sure your address at checkout is correct, we make sure to also check accuracy of all address before we ship your parcel. 

 

RESTOCKS / NEW DROPS! 
To be the first to hear about latest restocks or product restocks, make sure to follow us on social media and turn on post and story notifications! #EARLYGANG!
INTERNATIONAL BUYER / CUSTOM FEE'S

As a Buyer, you agree to pay any and all local, state, federal, or international taxes (including sales taxes) that may be due with respect to your purchase transaction. 

We currently do not offer prepaid duties and taxes so please be aware that your order(s) could incur customs charges. These charges will sent to you via text / email and the fee for you as a customer will be around 10% off the order price, so please bare this in mind before purchase