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frequently asked
questions

 

Return your products

 
RETURNS

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund or store credit. Please see below for more information on our return policy.

All returns must be postmarked within seven (7) days of the purchase date. All returned items must be in new as an unused condition, sealed, with all original tags and labels attached.

 
RETURN PROCESS

To return an item, please email customer service at info@universeindisenchantment.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to the following address:

Universe In Disenchantment
Attn: Returns
RMA #
Box 817 - 101 36
Stockholm, Stockholm 101 36
Sweden

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

 
REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least two (2) days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

 
EXCEPTIONS

For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange. Please Note

● Sale items that are as FINAL SALE cannot be returned.
● The package should be sealed, unopen, undamaged when return.

We do not accept return from used products, even if it was just opened. The product should be exactly as it was sent, under the same conditions.

 
QUESTIONS

If you have any questions concerning our return policy, please contact us at: info@universeindisenchantment.com

 

Shipping & Delivery

 
What is the total delivery time for my order?

All orders are processed in 2-3 business days. For large parcels, processing time may extend upto 4 days. Orders are not processed during holidays or weekends. The estimated delivery time of your order depends on the shipping method that you choose during checkout. Delays might occur during peak season.

 
Which locations do you deliver to?

We ship all orders to all the countries available on this website.

 
What locations are eligible for 24 hours delivery?

If you are located in Stockholm, your order can be delivered on the next-day as soon as your payment method is confirmed. Make sure to select same-day delivery option at the time of check out.

 
How do I check the status of my order?

You will receive email notifications from time to time. You may also track your order status on our Order tracking page.

 
What should I do if the tracking number I receive is not working?

We ensure our delivery alerts help you stay on top of orders. If the tracking number does not work, we recommend you try tracking with order number. Alternatively, you may contact our customer service team.

 
What can I do if I don’t receive my order?

If you don’t receive your order at the estimated time, it could mean either your order is delayed or is lost. You may contact our support team to know the exact location of your order.

 
What should I do if I receive a damaged item?

You may log into our support, mark the item as damaged and upload a picture of the damaged item. Once your request is received, our delivery agent will pick up your package. Alternately, you could contact our customer service team.

 
What are the shipping timelines for international delivery?

International orders will arrive in 5-14 business days from the receipt of your order. You will receive shipping estimates at the time of checkout.

 
What duties and taxes apply?

Shipping costs for international orders will include international taxes, duties and value-added tax. At the time of checkout, the final order cost will reflect these charges.

 
How can I return the item?

Return an item is simple. Log into in your account and chat with our support team, inform the dispute as return and upload a picture of item that you wish to return. You may also choose from the various return options. Once your request is received, our delivery agent will pick up your package. For detailed information, read our returns policy.

 

ORDERS

 
How Can I Change Or Cancel My Order?

Please contact our support team to verify your case by chat during the woring hours or by chat

The process has to be stopped when the order is placed, maximum one hour after the process starts. So we can stop the shippment online.

 
q: How Can I Track My Borderfree Order?

Get in contact with our support team for better assistance.

 

PRIVACY AND COOKIE

 
PRIVACY AND COOKIE POLICY

This privacy policy sets out how this website (hereafter "the Store") uses and protects any information that you give the Store while using this website. The Store is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. The Store may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

 
WHAT WE COLLECT

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

 
WHAT WE DO WITH THE INFORMATION WE GATHER

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
 
CREDIT CARD

We do not save credit card information about your payments. Our payment gateways are responsible for this sensitive information such as Paypal, Dibs, Stripe, and Google Pay.

 
SECURITY

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

 
HOW WE USE COOKIES

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 
LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

 
CONTROLLING YOUR PERSONAL INFORMATION

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by letting us know using our Contact Us information

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us this request using our Contact Us information.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

 
LIST OF COOKIES WE COLLECT

The table below lists the cookies we collect and what information they store.

Cookie Name Cookie Description
FORM_KEY Stores randomly generated key used to prevent forged requests.
PHPSESSID Your session ID on the server.
GUEST-VIEW Allows guests to view and edit their orders.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history, if you have asked for this.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
MAGE-CACHE-SESSID Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-STORAGE Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-STORAGE-SECTION-INVALIDATION Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-TIMEOUT Facilitates caching of content on the browser to make pages load faster.
SECTION-DATA-IDS Facilitates caching of content on the browser to make pages load faster.
PRIVATE_CONTENT_VERSION Facilitates caching of content on the browser to make pages load faster.
X-MAGENTO-VARY Facilitates caching of content on the server to make pages load faster.
MAGE-TRANSLATION-FILE-VERSION Facilitates translation of content to other languages.
MAGE-TRANSLATION-STORAGE Facilitates translation of content to other languages.
 

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