Refunds & Exchanges
In the event that you are dissatisfied with your Ultimo purchase, you may return it within 14 days for a refund or an exchange, subject to the goods being returned in the condition in which they were dispatched, with all tags attached.
Please note that we can only offer an exchange on sale items, unless the returned items fail to correspond with your rights covered under the sale of goods act. While we make every effort to check all items before dispatch, if you believe your purchase to be faulty, please contact us on 0845 130 3232 or email enquiries@ultimo.co.uk and we'll rectify the problem as quickly as possible. For more information please refer to the distance selling regulations and read section under order cancellation.
Please note: All shapewear items are non-returnable and non-refundable. Sale items are also non-refundable. For more information please refer to the distance selling regulations. This does not affect your statutory rights.
All refunds will be dealt with within 14 days of receipt. Refunds will be credited in the same form as the original payment type and within 14 days. Please allow up to two billing cycles for a refund to appear on your credit card statement.
UK Returns
When returning an order within the UK, simply send back the goods along with the returns section of the delivery note, indicating whether you would prefer to receive a refund or an exchange for another size, colour or style. Subject to the goods being returned in the condition in which they were dispatched, a refund or exchange will be organised.
Return goods to MJM International via Royal Mail, by using the returns label sent with your item(s). Attach this to your parcel and take along to a post office. Please allow up to 7 days for your goods to reach us.
When returning goods, we recommend that you obtain a valid certificate of posting (available free from the post office) for all returns. This should show the return address as printed on the returns label together with the post offices printed/stamped confirmation of the date of posting. You should keep this certificate until you have received your refund or replacement.
Non UK Returns
When returning an order out with the UK, simply send back the goods along with the returns section of the delivery note, indicating whether you would prefer to receive a refund or an exchange for another size, colour or style. Subject to the goods being returned in the condition in which they were dispatched, a refund or exchange will be organised.
Return postage for all orders sent outside the UK is payable by the customer. Please mark your package clearly as 'RETURNED GOODS' to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost. Please allow up to 10 days for your goods to reach us.
Order cancellation
Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel any order purchased online from ultimo.co.uk, within 7 working days from the day after delivery.
Order cancellations must be made in writing to the returns manager, quoting your order number, within 7 working days from the day after delivery. Subject to the goods being returned in the condition in which they were dispatched, a refund or exchange will be organised. Shapewear will only be accepted returned if it’s completely unworn(e.g. if you have opened the packaging to examine the product you must do so without damaging,marking or trying on the product). It must be returned in the original packet unworn or will not be accepted.
Please read our Returns Policy above for further information about returning an item after 7working days has passed.