Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@universe-25.com. Once your return is approved, we arrange collection of the parcel directly from your address through our courier — you don't need to drop it off anywhere, print a label, or pay anything at the door. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@universe-25.com.

 

Return shipping cost

A return shipping fee applies to all change-of-mind returns, starting from €5. The exact amount depends on your location and parcel, and will be disclosed to you once we arrange the collection of your item. This amount is deducted from your refund.

This fee does not apply to items that are defective, damaged, or sent in error — in those cases we cover all return costs (see Damages and issues below).

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right at no cost to you.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. For returns made under this 14-day right, you are responsible only for the actual direct cost of return shipping, which will be communicated to you when your return is arranged.

 

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days, less the disclosed return shipping fee. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@universe-25.com.