SHIPPING
We currently ship to the below regions and countries. Tag us @theundid if you don’t see your home listed below.
Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Indonesia, Ireland, Israel, Italy, Japan, Jersey, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, UAE, UK, USA, Vietnam.
We’re not fully global quite yet! We ship to the below regions and countries. Tag us @theundid if we’re not representing in your country yet.
Australia, Austria, Belgium, Canada, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Guernsey, Hong Kong, Hungary, Indonesia, Ireland, Israel, Italy, Japan, Jersey, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, UAE, UK, USA, Vietnam.
Yes! Free shipping is calculated on your order value after any promotions or discounts and is applied automatically at checkout.
UK
Free shipping over £30. Shipping is £3.95 for orders under £30.
CHANNEL ISLANDS
Free shipping over £75. Shipping is £12.95 for orders under £75.
USA
Free shipping over £135. Shipping is £21.95 for orders under £135.
EUROPE
Belgium, France, Germany, Ireland, Luxembourg, Netherlands, Portugal*, Spain*
Free shipping over £45. Shipping is £6.95 for orders under £45.
Cyprus, Czech Republic, Denmark, Hungary, Italy*, Poland, Sweden
Free shipping over £70. Shipping is £11.95 for orders under £70.
Austria, Finland, Greece, Norway, Switzerland
Free shipping over £95. Shipping is £15.95 for orders under £95.
*Mainland only
CANADA
Free shipping over £120. Shipping is £19.95 for orders under £120.
AUSTRALIA AND NEW ZEALAND
Australia
Free shipping over £150. Shipping is £24.95 for orders under £150.
New Zealand
Free shipping over £175. Shipping is £29.95 for orders under £175.
ASIA & MIDDLE EAST
Indonesia, Japan, Philippines, Singapore, Taiwan, Thailand, Vietnam
Free shipping over £110. Shipping is £18.95 for orders under £110.
Hong Kong, Israel, Malaysia, UAE
Free shipping over £150. Shipping is £24.95 for orders under £150.
Find your home in the list below.
UK
1-2 working days.
CHANNEL ISLANDS
Up to 8 working days.
USA
3-9 working days.
EUROPE
Belgium, Hungary, Ireland, Luxembourg, Netherlands
2-5 working days.
Austria, Czech Republic, Denmark, France, Germany, Italy*, Poland, Portugal*, Sweden, Switzerland
2-6 working days.
Cyprus, Greece, Spain*
4-8 working days.
Finland, Norway
5-10 working days.
*Mainland only
CANADA
2-8 working days.
AUSTRALIA AND NEW ZEALAND
Australia
3-8 working days.
New Zealand
3-6 working days.
ASIA & MIDDLE EAST
Hong Kong, Japan, Singapore, Thailand, UAE
4-9 working days.
Israel, Taiwan, Malaysia
5-10 working days.
Indonesia, Vietnam
6-13 working days.
Philippines
5-16 working days.
You do not pay any addition duties or taxes if you’re based in the EU. For EU customers, this is subject to change following the formalisation of trade deals post Brexit.
If you’re outside of the UK and EU, then local taxes, duties and/or administration charges may apply, which are payable in your own country.
Orders are shipped from our warehouse in the UK.
All UK orders are sent via tracked delivery with Hermes.
All orders outside of the UK are sent via tracked mail with Landmark Global.
No. Our tracked delivery service means the parcel will be left in a safe location or with a neighbour if you’re not in.
ORDERS
Orders placed before 2pm GMT on a working day will be processed and dispatched the same day. Orders placed after 2pm GMT will be processed and dispatched the next working day. All orders placed at the weekend will be processed on Monday morning and leave our warehouse that very same day.
Yes! Sign up to our email updates and receive 15% off your first order. Unfortunately, you can’t use discount codes on any bundles
You can use one promo code per order. If you have more than one code (lucky you!) please choose the one you want to use.
You can use a promo code on top of the free shipping promotion. Free shipping will be automatically applied at checkout if you qualify.
Not yet, but tell us if it’s something you’re interested in.
You can purchase UN_DID products exclusively at www.theundid.com. We’re on the look out for new retailers – tell us where you’d like to see us.
We accept Visa, Mastercard, American Express, Maestro, Apple Pay and Google Pay.
Of course. Send us an email at hello@theundid.com with your order number and what looks incorrect and we’ll take a look at it for you.
You will receive an email confirmation as soon as you place your order. If you haven’t received this, log onto your Account and check the status via the Order History section.
Although we cannot make changes once your order has shipped, email us at hello@theundid.com with your order number and what you want to change and we’ll do our best to make it happen!
We’re sorry to hear you’ve changed your mind! We cannot cancel an order if it’s already shipped, but email us at hello@theundid.com and we can see if we can stop the order.
For UK orders - our courier Hermes send you tracking emails and text messages, as well as a 2 hour timeslot on the day of delivery. You can follow your parcel with the links they provide.
For international orders – you will receive an email with your tracking number from our international provider, Landmark Global. You can use this tracking number on their website to see where your order is. Visit www.landmarkglobal.com and enter your tracking number in the top right hand drop down menu on their homepage.
Oh no! All our orders are sent tracked so we should be able to locate it. Please check the tracking details via the emails or texts sent by the courier to see if it’s been signed for by a neighbour or left in a safe place. If you still can’t find it, send us an email with your order number to hello@theundid.com.
Yes, we’d love to hear from you! Drop us a line at hello@theundid.com or fill out the Contact Us form.
RETURNS & EXCHANGES
We’re so sorry you didn’t love your UN_DID items. We are happy to give a full refund within 30 days of purchase, providing your products are un_opened, un_used and still in all original packaging and good condition. To begin the process, email hello@theundid.com with your order number and we will provide you with the details to return the products back to us. Please note, shipping fees are non-refundable and you will be required to pay for the shipping back to us.
Yes! Email us at hello@theundid.comwith your order number and what you would like to exchange within 30 days of placing your order.
We’re so sorry to hear you’ve received the wrong product. Please send us a picture of the product you’ve received with your order number to hello@theundid.com and we’ll get the right product out to you.
Oh no! Please send us a picture of the damage along with your order number to hello@theundid.com and we’ll look into this for you. We’ll do some checks, and if applicable we will send you out a replacement.
Once we receive your product back, our warehouse team will do their usual checks and issue a refund within 2 working days. Returns usually take 5-10 working days to be refunded back to your card, depending on your bank’s processing times.
Refunds are issued on the price you paid for the product, after any discounts or promotions. Unfortunately, we do not provide a refund on any shipping fees. If you still need help, drop us a line on hello@theundid.com and we’d be happy to help.
We’re sorry, we do not provide shipping costs for items being returned. For orders over £50, we recommend using a tracked service back to us, as we cannot provide a refund for any lost shipments.
ACCOUNT
It’s easy! Just fill out your details in the Sign Up form. It takes less than 2 minutes.
Having an account means quicker and easier checkout for you. We can let you know about things you’ll personally be interested in, from special offers designed for you to promotions to new product launches. Plus, you may even get a little birthday surprise on us!
Of course. Just follow this link to reset your account details.
Was it something we said? Click on the Unsubscribe link at the bottom of any of our emails and enter your email address. You can sign up again at any point if you’d like to get back together*wink*
Your personal data is one of the most important things to us. Learn more about how we’re protecting your information in our Privacy Policy.
PRODUCTS & INGREDIENTS
Yes! We are independently audited and registered with The Vegan Society.
Absolutely not. UN_DID believes that beauty should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.
All of our own cosmetic products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited.
For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit www.crueltyfreeinternational.org.
In short – no. We think of ourselves as a “safe beauty” brand, which in our interpretation means we blend the best of natural and lab-formulated ingredients. After all, not all natural ingredients are good for the skin, just as not all lab-formulated ingredients are bad. None of the ingredients we use are considered harmful to the skin and have gone through various safety tests before they are launched. We do this so the product performance is as effective as you expect.
No. There are no parabens or sulphates in our products.
Although our products are gluten free, we don’t like to make this claim as they are not produced in a gluten free facility. We’d recommend checking the ingredients list with a professional alongside your personal sensitivity.
Our line is safe to use during pregnancy and breastfeeding, however we would always recommend you check with your doctor before introducing any new products into your routine. They’ll normally need the full ingredients list, which can be found each product page.
Our products have a shelf life of 12 months once opened. But we think you’ll love it so much that it’ll be gone way before then!
We currently don’t have samples of our products, but it is something we’re working on!
We’re homegrown in the UK.
Let’s talk partnership. Send us a note with a link to your store to hello@theundid.com.
Yes! We’ve got some exciting things planned. Sign up for our emails to be the first in the know.