Refund policy

Returns and refunds

30 days from delivery. This policy is in addition to your statutory rights and does not limit them.

What we accept

Anything unused and resalable comes back, no reason required. Items must be unused and in their original packaging, with any tags still attached.

What we cannot take back

Gift cards, and anything made or personalised to order. Items sent back outside the window above, or damaged by use rather than in transit, may be refused or refunded in part.

Who pays for return shipping

If the item is faulty, mis-described or arrived damaged, we pay the return shipping and send a prepaid label. If you simply changed your mind, return postage is yours to cover and we refund the item price rather than the original shipping. Do not promise a paid return label unless you mean it; it is a real cost and customers will hold you to it.

How to start one

Email contact@upstao.store with your order number and, if the item arrived damaged, a photograph. We reply within one business day with a return address and instructions. Do not send anything back before you hear from us — an unannounced parcel is hard to match to an order and only slows your refund down.

Exchanges

The fastest route is a refund on the original item and a new order for the one you want, so you are not waiting on the return to clear first.

Cancelling an order

Orders can be cancelled for a full refund at any point before they leave the warehouse, normally within 24 hours of ordering. After that, treat it as a return.

Refund timing

Once the return arrives we refund to the original payment method within 5–10 business business days and email you when it is sent. Your bank decides how quickly it appears on your statement, usually a further 3–5 business days. If it has been more than ten business days since our email, contact your bank first, then us.

Damaged, faulty or wrong items

Send a photograph to contact@upstao.store within 14 days of delivery and we will replace it or refund you in full, including any shipping you paid. You keep the damaged item — we will not ask you to post back something that arrived broken.

Parcels that never arrive

If tracking has not moved for five business days, tell us and we will chase the carrier or send a replacement. We do not make you wait out a lost parcel.