FAQs

Where do you ship from?

All orders are packed and shipped from Malaysia.

Do you ship worldwide?

Currently, we only ship to customers in the United Kingdom.

How long does shipping take?

Orders are processed within 1–2 business days.

Estimated delivery time to the United Kingdom is usually 6–10 business days after dispatch.

Delivery times are estimates and may occasionally be affected by customs processing, carrier delays, weather or other circumstances outside our control.

How much does shipping cost?

We offer standard shipping to the United Kingdom at a flat rate of: £9.90 per order

The shipping cost is shown at checkout before payment is completed.

Will I receive tracking information?

Yes.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Tracking details may take some time to update after dispatch.

Which courier service do you use?

Orders are shipped internationally from Malaysia, with final delivery to customers in the United Kingdom handled by Royal Mail.

Can I change my shipping address after placing an order?

Please contact us as soon as possible at: support@upandalign.com

If the order has not yet been dispatched, we will try to update the delivery address.

Once an order has been dispatched, we may no longer be able to change the address.

Can I cancel my order?

You may request cancellation before your order has been dispatched by contacting: support@upandalign.com

If we are able to stop the order before dispatch, we will cancel it and issue the appropriate refund.

If the order has already been dispatched, this does not remove any statutory cancellation rights that may apply to your online purchase.

Please see our Return & Refund Policy for full details.

What is your return policy?

Eligible online purchases may be cancelled within 14 days after receiving the goods.

After notifying us of your cancellation, you must send the goods back within the applicable return period.

Please see our Return & Refund Policy for complete information.

What condition must returned items be in?

Returned items should, where reasonably possible, be unwashed, clean, free from stains, perfume, deodorant, makeup, smoke or other odors, free from damage, unaltered, with original tags attached and with the original packaging.

How do I request a return?

Contact: support@upandalign.com

Please include:

Your order number
The item you wish to return
Photos where the item is damaged, defective or incorrect, where reasonably possible

For a standard cancellation or change-of-mind return, you do not need to provide a reason.

We will provide the appropriate return instructions and return address.

Do I need approval before returning an item?

Please contact us before sending your return so that we can provide the correct return instructions and destination.

This helps ensure your return can be identified and processed correctly.

Contacting us for return instructions does not limit any statutory consumer rights that may apply.

Who pays for return shipping?

For standard change-of-mind returns, including personal preference or incorrect size selection, the customer is responsible for return shipping costs.

If the item is faulty, damaged, incorrect or not as described, Upandalign will cover reasonable return shipping costs where a return is required.

Do you charge restocking fees?

No.

We do not charge restocking fees for eligible returns.

How long do refunds take?

We aim to process eligible refunds promptly.

Where a statutory cancellation right applies, refunds will be completed within the applicable legal refund period.

For full details, please see our Return & Refund Policy.

Do you offer exchanges?

Yes.

We accept exchange requests for eligible items within 14 days of delivery.

For standard exchanges due to size selection or personal preference, customers are responsible for return shipping costs.

If the item is faulty, damaged, incorrect or not as described, we will assist with the appropriate remedy at no additional return shipping cost where applicable.

What if I receive a damaged, defective or incorrect item?

Please contact us as soon as reasonably possible at: support@upandalign.com

Include your order number and, where reasonably possible, photographs showing the issue.

Depending on the circumstances and your applicable consumer rights, we may offer a replacement, repair, refund or another appropriate remedy.

Nothing in this FAQ limits your statutory consumer rights.

Are there any items that cannot be returned?

Certain items may be excluded from change-of-mind returns where permitted by law, including:

Products made to your specifications or clearly personalized
Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken

Any applicable return restrictions will be clearly communicated where relevant.

These exclusions do not affect your rights where an item is faulty, damaged, incorrect or not as described.

Will I need to pay customs duties or import charges?

Orders are shipped from Malaysia to customers in the United Kingdom.

Prices displayed on our website include VAT where stated. If any import duties, customs charges or other charges are imposed and are not collected at checkout, these charges are the responsibility of the customer.