FAQs

Customer Care FAQ’s

No, you do not require an account with UP. to complete a purchase. However, if you register with us, you can enjoy the following benefits through your UP. account:

- Track your orders and view previous purchases
- Request exchanges or returns directly from your account
- Store your address and card details so you can purchase items more quickly
- Be eligible for loyalty discounts and rewards programmes

Having an account also allows us to let you know about exclusive offers, new drops, or other news we think you might want to know about

Your order will either be delivered in a plastic free, environmentally friendly poly-mailer made from plants, or in a Forestry Commission certified recyclable cardboard box sealed with cardboard based tape. All our mail packaging is produced here in the UK, by a local company, less than 5 miles from our head office.
We are proud to offer >100% oil-based plastic free mail packaging.

We offer multiple delivery options depending on your needs, we have UK next delivery available through Royal Mails Tracked 24 service, our UK Economy Shipping usually arrives within 2-3 business days of dispatch. We offer both economy post (typically Deutsche Post International) and fast parcel courier options to most destinations worldwide, please enter your address at checkout for live shipping estimates and weights

You sure can, we use Royal Mail Tracked24, this also the case for our customers living in the Scottish Highlands.

No, due to some individuals using these addresses to avoid prosecution for credit card fraud, we cannot offer shipping to freight forwarders or consolidators under any circumstances. If you want us to ship to a PO box and you are the legitimate payment method and PO box owner, we may consider shipping to your personal PO box when this is supported by ID checks and proof of ownership. In this case we may also request that you pay us via a non-refundable payment method to protect against fraud.

Probably, we ship to nearly 200 destinations around the world, and the best way to check if we ship to you is to add items to your cart and input your address at checkout. This will give you a live set of shipping rates and if we are showing a rate for your country, that means that we will ship to you.

All our products show the sales price clearly on the shipping page, these prices are non-negotiable and the price we show on the page is always the price we will charge you for that product (unless you have one of our discount codes).

From time to time, we may offer free shipping promotions. To receive email updates about our promotions, sign up to our mailing list. Please note that free shipping will only be applied to your qualifying order on the payments page.

The size and fit of our garments often vary between the styles we offer. To help you choose the most suitable size, please refer to the ‘Size and Fit’ tab and the product measurements on every product page.

We understand from our own personal shopping experiences that you sometimes may wish to cancel or make an amendment shortly after placing an order, so if you contact us before 13:00 UK time on the day we ship your order, we can usually make any required changes free of charge. However, if we have already processed and shipped your order, then you will have to go through the standard returns process.

If you contact us before 13:00 UK time on the day we ship your order, we can change this on any service. If we’ve already shipped your order and you’ve input the wrong address, or missed your house number, we can usually still amend this ‘in the air’ with our premium options (fees may apply), however for our economy services we will need to wait until the shipment is returned to us before we can ship it to the corrected/new address.

If a package is lost-in-transit due to an error in your address, unfortunately we aren’t able to compensate you, so please make sure you input your full correct address at checkout and contact us as soon as possible if you realise you made a mistake to maximise the chance we can fix this for you.

All of our garments go through multiple quality control checks before they go on sale, however if you find something about your garment just does not look right and you feel it is faulty then you have 14 days (from the date of delivery) to return it. Please note that the tag MUST be still on the garment and there must be no signs of wear. If you do feel your garment is faulty, please email us (cs@universalperformance.uk) and we'll be happy to help you with the return.
When you get in touch with us, please provide your order number and photographs of the affected item. Please be aware that items which have been damaged because of wear and tear, by accident, or by misuse, will not be considered faulty, and will be returned to you at our expense. This does not affect your statutory rights.

Please email cs@universalperformance.uk and in your subject header please include one or more of the following terms and we will ensure it gets passed onto the relevant department:
- Press and media
- Potential contributors - photographers, fashion journalists, editors
- Suppliers and designers
- Recruitment
- Influencers, Models

Unlike most of our competitors who manufacture their clothing in China or Taiwan, we produce all of our garments in beautiful Portugal. This reduces transport costs, allows us to visit regularly to ensure an ethical supply chain and reduces our carbon footprint. The factories we use feel like family, their work ethic, ethos and skill level match our high standards, so we can be confident when we say we are providing our customers with the best garment possible.

If a supplier does not meet the standards of our "Ethic Work of Practice" we simply will not work with them, our policy is comprehensive and includes all aspects of discrimination, our founders personally visit our suppliers to ensure that they do not just comply with our EWP document but also with local and international laws regarding working conditions and fair compensation for workers.

Universal Performance conducts business with honesty and integrity and believes that it has a duty to take appropriate measures to identify and remedy any malpractice within or affecting its organisation or supply chain. We expect all of our team members to maintain high standards and to report any wrongdoing that falls short of those standards. All of our clothing is designed in the UK by the UP. design team

Yes, all garments have care instructions. The majority of our clothes have an anti-bacterial solution in the fabric, even though you cannot see it, feel it nor smell it. It is applied to the yarn in what is called the 'wetting process' at the very early stages of producing the fabric, way before it is cut to make the garment. This technology is called Stay Fresh; we hope you read and follow the washing instructions when you see the Stay Fresh label, it’s better for you, your garment, your wallet and it’s better for the environment too, that’s for sure!

While our products don’t need to be washed as much as our competitors, they do still need to be washed occasionally. When you do have to wash one of our garments, please wash on a cold cycle (max. 30°C) in line with the care instructions on the label.

Absolutely, please email your enquiry to: cs@universalperformance.uk and we will be happy to help you with your request

From the very start of launching UP. it was (and still is) the desire of the founders to champion just causes. We want to use our platform to bring people’s attention to organisations helping to make the world a better, safer, kinder and healthier place.

Please understand and appreciate that we cannot support or raise awareness of every charitable cause that there is on the planet, but if you are a charity that would like to work with us, please email us at: cs@universalperformance.uk and we will certainly help if it’s a good fit.

Please refer to our About section where you will find the UP. Privacy Policy, Data Policy and Cookies Policy. The About section can be found linked at the very bottom on every page on the UP. Website.

Please refer to our Customer Service section for the UP. Shipping and Returns Policy. The Customer Service section is found linked on every page on the UP. Website (on the bottom left-hand side).

Please email us (cs@universalperformance.uk) from your account email with the subject line “Data Erasure Request”, we will process data removals within 30 days of the request, however please do be aware that our records on you might include data we require to process returns and warranty claims, and so our ability to process these may be affected by any data erasure request. We will still of course honour claims within your statutory rights, however you will need to keep and submit purchase records to us, and it may take considerably longer to process these requests.

A working day is any day Monday-Friday that the banks in London are open for business. Working days don’t include UK or local public holidays. Even if your country typically works outside of these days, when we say ‘working days’ we mean UK working days.

If you ordered with our economy post option, the delivery estimate at checkout is an estimate only, the mail is not a courier service and doesn’t provide a guaranteed delivery timescale. The estimates we show at checkout for economy post are simply educated guesses based on other customers’ shipments from the past few weeks. Your shipment might arrive way before our estimate, or be delayed due to customs processing issues, lack of flight availability, service issues with your local post office, or any number of other possible issues outside of our control.
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With the international (non-UK) economy post, we do have to wait a minimum of 22 days from dispatch before we can ask the mail to investigate why a package hasn’t been delivered. We offer economy post options as it allows us to keep our quality high and our prices low, however if you need something in a hurry, we do offer express fast parcel services to most destinations which do arrive within a guaranteed timescale.

UK and US orders include all VAT, sales taxes and any other applicable duties. From July 1st this will also be the case for all orders within the EU, however for all other destinations the price doesn’t include local sales tax, import taxes, brokerage fees or duties. It is your sole responsibility to pay these on receipt, and if you elect to refuse to pay the import tax, we will only refund you the sales cost (without the cost of postage) once we have the package safely back in our possession. If your country has a policy of destroying goods where the taxes are unpaid, we will not provide a refund, reshipment, or any other compensation whatsoever.

As soon as you’ve received the dispatch email, that means your package has left our warehouse. Some of our services can take 1-4 working days to show updates in the tracking, and some of our UK services only show a tracking update on delivery. If your tracking still isn’t showing an update 5 working days after we sent you the dispatch email, please contact us and we’ll be happy to look into this for you (cs@universalperformance.uk).

With the economy post options, tracking events are limited compared to our fast parcel services. Most of the operations take place in sorting centres meaning that the package won’t be scanned for updates, also many of the local post offices don’t provide tracking updates at all, meaning that the tracking will update as normal until it hits one of our mail centres in London or Frankfurt, then only update again on delivery. If you wish to have full tracking visibility, please select one of our premium shipping options, all of which have full end-to-end tracking.

Due to the variability of mail service quality around the world, we don’t offer economy shipping to every country, this may be due to high rates of theft within the local mail service, frequent misprocessing by the local mail service or other local issues. We can usually still ship premium to these countries, and we are happy to quote for express courier shipping to any country that doesn’t have any options at checkout, however this would always be at your own risk and expense.

The table on our shipping page is meant to be a nice easy to read summary of what our usual shipping charges, estimates and services are, however there are some exceptions to these rules, which are too numerous to list in an easy to read table. For this reason, it’s always best to add your desired items to your cart and head the checkout to see live shipping rates and services.

Yep we sure do, these are charged at the rate corresponding to the country of the origin forces delivery office (the place we mail it to), the only caveat is that our responsibility ends when the item is signed for at the origin delivery office. We don’t take responsibility for delivery to end-customers who are in theatre, as the ‘last mile’ on these shipments is conducted by the forces and so is completely out of our control.

Please email us at: cs@universalperformance.uk. We try and answer all enquiries with 5 days upon receiving your email.

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