Order Lost, Damaged or Missing Items

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Once your order has been despatched, you can:

  • Inform us of missing/lost orders and arrange a replacement
  • Advise us that an item arrived damaged and arrange a replacement (please also email a photo of your damaged item to care@feelunique.com)
  • Inform us of missing items from orders and arrange a replacement
  • Inform us of a return

To 'Manage my order' please follow these simple steps:

  • Click on ‘Welcome (Sign in)’ at the top left of our homepage and login to your account. If you are using our app please select '+More' and 'My Account'

  • Click on ‘My Orders’. If you are using a mobile device, please select 'Order & Subscriptions' then 'My Orders'

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  • Select the relevant order number 
  • Choose from the 'Manage my order' drop down box

 

I've not received my order

We normally expect to despatch orders fulfilled by Feelunique within one working day. For orders fulfilled by our Concession Brands please view the despatch and delivery timescales on the specific product page. Please click here for further information.

Items may arrive in separate packages if you have placed an order containing items fulfilled by Feelunique and one of our Concession Brands.

Additionally, due to strict postal weight restrictions, some orders will need to be sent in more than one package. These packages may arrive at different times. To check if your order has been sent in more than one package please click here.

Please click here for delivery timescales. If your order is outside of expected delivery timescales, please follow these simple steps:

  • After selecting 'I've not received my order' from the 'Manage my order' drop down. Please confirm that these items haven't been received and thoroughly read/agree to the 'Declaration of non-delivery'

  • Click on ‘Submit'

A confirmation email will be sent once a replacement has been organised or we may contact you for additional information.

 

My order arrived damaged

Unfortunately packages are occasionally damaged by the postal service. 

  • After selecting 'My order arrived damaged' from the 'Manage my order' drop down, you will be directed to the page below. Here you are able to select which item arrived damaged and indicate the type of damage that has occurred. You also have the option to leave additional notes
  • Please email an image of your damaged items to care@feelunique.com after you submit your request

  • Click on 'Submit'

A confirmation email will be sent once a replacement has been organised or we may contact you for additional information.

 

An item is missing from my order

  • After selecting ‘An item is missing from my order' from the 'Manage my order' drop down. Please then select the item that is missing

  • Click on ‘Submit'

A confirmation email will be sent once a replacement has been organised or we may contact you for additional information.

 

I'd like to return an item

  • After selecting ‘I'd like to return an item' from the 'Manage my order' drop down. You will be directed to our Returns Policy where you can organise a return using our returns platform.

 

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To view all the ways to contact us and our opening hours please click here.