FAQ

I have a wholesale inquiry how can I contact you?

If you are interested in becoming a wholesale customer please book an appointment or request the latest line sheet by emailing lisa@un-nye.com You can also call +44 (0) 7817997 767 (Mon-Fri 9:30-5: 30 pm).

What is your policy for refunds?

If you are unhappy with any item/s in your UN-NYE order we are happy to accept returns for a refund. You must ensure that items are posted back to us within 14 days of receipt and that proof of postage is acquired from your post office - please hold on to your receipt until you have confirmation of refund/exchange as this is your insurance.

All returns will be processed within 5 working days of receiving them back at the UN-NYE London office. To find out more please view our returns policy

How can I make payment?

You can pay using your Visa Debit, Visa, Visa Electron, Mastercard, Mastercard Debit, American Express, Maestro via Shopify's secure payment system. You can also pay with Paypal.

Why has my card been declined?

All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to or does not for any reason, authorize payment then you will be notified of this immediately at the checkout.

A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.

I have a query with my order or payment

Please call us on +44 (0) 7817997 767 (Mon-Fri 9:30-5: 30 pm) or email lisa@un-nye.com if you have any payment queries and we will be able to investigate this for you. We will always endeavor to sort out any issues with payments as quickly as possible.

Can I add an item to my order after purchase?

Unfortunately not, you will need to place a separate order for anything else that you want to buy. We may be able to combine the two orders in one parcel and refund any additional postage costs paid if both orders are still in the processing/picking stage. Please phone us on +44 (0) 7817997 767 (Mon-Fri 9:30-5: 30 pm) as soon as possible and we will be happy to try our best to do this for you.

Can I change the delivery address of my order?

If we haven’t already dispatched your order then you can email us on lisa@un-nye.com or phone us on +44 (0) 7817997 767 (Mon-Fri 9:30-5: 30 pm) and if possible we will change your delivery address for you. Please call or email as soon as possible after placing your order.

Can I cancel my order after purchase?

We may be able to cancel your order but you will need to contact us as soon as possible after placing the order.

We recommend calling us on +44 (0) 7817997 767 (Mon-Fri 9:30-5: 30 pm) or if out of office hours - email lisa@un-nye.com. Please note – we are unable to cancel orders once they have been shipped.

If it is too late for us to cancel your order, return your order within 30 days from the date of purchase. Once we have received the goods back, we will process a refund for you.

I have received my item/s but there is a problem.

Our customer service team are always here to help. You can either call us on +44 (0) 7817997 767 (Mon-Fri 9:30-5:30pm) or email lisa@un-nye.com

Stock & Sizing: What size will fit me best?

We have a size guide online to help you decide which size to purchase. If you need the dress urgently you can order two sizes to try at home and return one.

The item I want is out of stock, when will you be getting more?

Please feel free to give us a call on +44 (0) 7817997 767 (Mon-Fri 9:30-5:30 pm) or email lisa@un-nye.com if something is out of stock online. We don’t always replenish styles however it is possible that we have stock available for you.