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FAQ

COVID-19 UPDATE

Can I still purchase from your site?

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Yes, we’re still open 24/7 to accept orders. Although, there are some pincodes that are still not serviceable. You can check your pincode status on the product page. We're still offering free delivery across India.

Are you guys shipping as normal?

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We’re trying to keep on top of order send outs as much as possible following the necessary safety measures and guidelines. Although, please expect a delay of 1-3 days as our courier partners get back up to speed. 

Where is my order notification?

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Once you’ve placed an order with us you’ll receive an email to the address provided. If you did you not receive an email, please check your spam / junk folder and double check you entered your email address correctly. If you still haven’t received one after 36 hours, please contact us where we’ll be able to advise you further.

How do I return my order?

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Our returns are continuing to operate as normal. Refunds will be proessed within 14 days of your return arriving back to us. The money may take 3 – 5 working days days for the refund to appear in your account.

How do I contact customer services?

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Due to circumstances our phone lines are currently closed, however you’re welcome to contact us by email, you can reach out via our contact us page

What is United by Hope doing to ensure the well-being of Staff within the business?

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We’re taking the Coronavirus outbreak incredibly seriously and want to ensure the wellbeing and safety of staff at all times when making any decisions. Since the government advised it was safest to do so, all out head office staff have been working from home (with the exception of those who have ‘business critical roles’). We have put in place a strict social distancing policy for any members of staff who may have to come in closer contact during the outbreak.
Our warehouse staff are following a series of strict guidelines including social distancing, hand washing and many more which may result in some delays in order send outs.

PAYMENTS

What payment methods do you accept?

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We accept payment from online banking, debit or credit cards - American Express, Diners Club, Discover, VISA, Mastercard, Maestro, Google Pay and PayTM. 
We also accept CASH ON DELIVERY.

Do you sell Gift Cards?

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Yes we do! To buy one of our e-gift cards, please click here. Please note. If you buy one of our e-gift cards, it will be sent to you electronically via email.

How do I purchase a gift card?

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To purchase one of our gift cards, you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. To buy one of our gift cards please click here.

Can I return a gift card

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No, our gift cards are non-refundable.

How long do I have to use my gift card?

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Your gift card is valid for 12 months from the date of purchase.

Can I use more than one promotional code on my order?

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No, you can only use one promotional discount in each individual order.

DELIVERY

What delivery options do you offer?

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All deliveries are FREE! Orders received before 11:00 a.m are shipped the same day, all other orders are shipped the next working day. 

How long will it take to receive my order?

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Deliveries to Metros are usually completed in 1-3 working days.

Tier 1 cities are delivered in 3-4 working days

Tier 2/3 cities are delivered in 4-5 working days.

All other parts of India, please allow 5- 10 working days to receive your shipment.

Can I track the status of my order?

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Yes, you can. Along with your order confirmation, once your order has been shipped a tracking number will be sent over to you so you can track your order, we currently ship with Delhivery, Xpressbees, Fedex, Bluedart and Shadowfax. You can track your order here. 

What if nobody is available when my order is delivered?

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Our courier partners will make three attempts to deliver your parcel or alternatively may leave your parcel in a safe place that is convenient for you to collect. If you would like to pass on a preferable delivery day, time or safe place to leave your parcel, please speak with the courier boy and they’ll do the needful. It may not always be possible for our couriers to meet exact dates or times however we will do our best to get your parcel to you as soon as possible. If our courier partners have attempted to deliver your parcel after three attempts this will then be sent back to us and you will be refunded.

ORDERS

Where is my order?

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Your order should arrive within the time frame 1-10 working days depending on your location. You should also receive a tracking link in this email so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at support@unitedbyhope.com

Can I cancel my order?

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Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service for a full refund within 30 days of receipt.

Where is my order confirmation?

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Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

I've received the wrong item in my order, What should I do?

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If you’ve received the wrong item in your order, please mail us at support@unitedbyhope.com and we'll arrange for the wrong item to be collected and we'll send the right item immediately. If you want to replace the item, please contact us at support@unitedbyhope.com where a member of our customer service team will help you further.

There is an item missing from my order, What should I do?

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If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at support@unitedbyhope.com and one of our advisors will help you further.

RETURNS & REFUNDS

How do I return an item?

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Please email us your order number to support@unitedbyhope.com One of our advisors will arrange a pick up within 1-2 working days.  

How will I receive my refund or exchange??

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Refunds:
Once your return has been received, we’ll send an email to notify you know that we’ve got your return, confirming the approval or rejection of your refund - please note returns can take up to 14 days to reach us.

If your refund has been approved, this will then be processed, and the credit will automatically be applied to your original payment method within 5 working days.

Exchanges:

If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you.

Can I exchange an item?

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Yes, you can exchange an item within 14 days of delivery. Simply email us your order number and the item(s) you would like to exchange for. Please note, your exchanged items will first have to be received at our warehouse and inspected before we ship your new items. This may take upto 14 working days.
Please mail your requests to support@unitedbyhope.com

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