FREE DELIVERY WHEN YOU SPEND £250 OR MORE T's & C's

FAQs

General Enquiries

I have a query about a product, how can I contact you?

Your first port of call should be to go to the item page and look through the Q & A under the support tab. The question may well have been asked before, and thus the Q & A area has been updated to appease the confusion. If this is not the case? You can ask your question by live chat, call or email. You can locate the contact information in the footer at the bottom of the page.

Why do your products listings have different lead times?

Well, we sell a mixture of stock and manufactured to order items, which means lead times are dependent upon the production times associated with the given product you wish to order.


For lead times head over to the item page, under the add to cart button, you will find further information about expected lead times.

Where can I find assembly and installation instructions?

First, you need to navigate to the item page in question. The downloadable documents you require will be found in the product details section under "support".

There's an error on your website!

Oops, Please email us detailing the error, we appreciate the feedback and ensures future customers have a better experience.

Payment

What payment gateways are available?

We offer several payment options, all processed online. You can pay by Visa, Mastercard and American Express or Klarna. Alternatively, you can pay using your PayPal or Apple Pay account. (Apple Pay will only appear as an option if you are using Safari.)

Can I make a payment by cheque or over the phone?

The long and short of it is no. We have intentionally made our payment processing as simple as possible, all with the intent to maintain focus on our primary activities and ensure the customer is receiving the best possible service.

Do you offer finance options?

We do not offer traditional finance options at this time. However, orders between £35 & £1000 are eligible to be "split 3 ways" with Klarna at checkout. The payment gets split into 3rds, first payment taken upon shipment, 2nd and 3rd debited on day 30 and 60. There are no fees, no interest and no credit check — no impact on your credit score.

My card was declined. What should I do?


1.: Ensure the inputted details are correct and correlate with the card
2.: Is the billing address corresponding with the address of the card?
3.: Everything in order? Contact your card issuer or bank and ask for the reason payment was declined?

No further information can be given out by ourselves, only that we only decline payment under the advice of the issuing bank.

Orders & Shipping

How are shipping fees calculated?

We use a weight based system, so your delivery fees dynamically change depending on the order weight associated to your shopping bag.

Will I have to sign for my delivery?

Yes, all uBaaHaus packages require signatures upon arrival.

I've made an order! How do I track the parcel?

When your order is ready to ship, we update the order with tracking information that automatically gets sent to your email. Alternatively, you can log in to your account (hub center> my orders > track order).

There's an error in my order! : (

We are sorry about that. If delivery is sent out with any discrepancy get in touch by email, live chat or call and our customer service team will help to correct any error.

I missed my order, can I reschedule?

Yes, refer to your tracking to reference the courier provider, you can usually arrange for redelivery via the couriers scheduling portal, alternatively contact them directly.

Is click & collect available?

Not at the minute, as you may be aware uBaaHaus is a fledgeling company, but it is our number one priority in the area of logistics. We are aware click & collect offers an amount of convenience to some of our customers, and we want to keep you sweet. We hope to have a positive update on this soon.

I want to make an order as a gift. Will the price be displayed on the invoice?

No, the confirmation order sent by email has the RRP prices and total within it. The packing slip sent in the box has general info like SKU Number,  Qty and Title Description only. So if they want to find out how much you spent on them, they will have to google it. : )

Do you have different delivery options?

We are keeping it simple. Choose between express (1 to 2 days) and standard delivery (3 to 5 days). Check the option that suits you during checkout. Easy Peasy!

Returns & Refunds

How are returns made?

Reach out to us with an email (office@ubaahaus.co.uk) state the reason for return add additional information like pics and description if needed? We will then get back to you within 24 hours with further instruction. 

I lost the returns note that came with my order!

That's fine. We had a suspicion this might happen, so we made it easy for you to download another one. Sign in then navigate to Hub Center> I need a new return note. Click on the download link and print, sorted!

What are your refund policies?


For damaged or faulty items you will need to contact us with 3 working days. Otherwise, to qualify for a full refund to your card make a refund request within the time-period day 1 to 14. For store credit, make your request day 1 to 30. This format enables us to offer greater flexibility and keep you guys happy. Click here for more info.

Can you refund to a different card?

I'm sorry all refunds are applied to the purchasing card. We do this to prevent fraud.

How long does store credit last?

You are required to use any store credit with 12 months of the date of issue.

Promotions, Discount Codes and Notifications

Discount Codes! A brief overview

We occasionally use promo codes to give you exclusive offers and discounts. Each code will be unique to a specific offer and can be redeemed online during the check out process.

Enter the code at check out and press apply. If successful, the total will revise to the discounted rate.


Rules.:
1.: One promo code per order.
2.: For online orders only unless specified otherwise.
3.: Sale and clearance items are not eligible for promo code discounts.
4.: Promo codes do not apply to gift voucher purchases
5.: As our promo codes vary, so do the terms and conditions of each, so make sure you check our terms before applying the code to an order.
6.: uBaaHaus can rescind promotional codes should it be seen as necessary.

Help, my discount code won't apply

That's strange. Just like the tech guys that tell you to switch off at the plug and turn on, we are going to say the obvious : )



1.: Is the discount code spelt correctly?
2.: Check the code is in date
3.: Refer to T's & C's and ensure the code is relevant to the order. Make sure it's not a brand, collection or item specific offer, for instance.

Why is the discount code field not showing?

The discount field only appears when there are discounts in date and valid. If no discounts are in circulation, the discount will not appear.

Discount location example here.
Example of applied discount here.

I want to unsubscribe from your newsletter

Sorry to hear, it's super simple. Just open up an uBaaHaus promotional email and scroll to the bottom and click unsubscribe. Note, emails such as order confirmations do not have a unsubscribe option and do not fall under what is considered promotional material.