We aim to dispatch all items from the warehouse within 1 business day (Mon-Fri).
Once dispatched, below is an approximate guide to shipping times:
[inc Recorded Standard Delivery]
Europe: 3-7 business days
USA / Canada: 7-21 business days
Rest of World: 7-30 business days
(Business day = Monday – Friday)
Signed Courier Service
UK: Within 2-3 business days
Europe: Within 1-3 business days
Rest Of World: 7-10 business days
(Business day = Monday – Friday)
More about Delivery >>>
Your Tickets are delivered separately from any other items you may order, directly from our ticketing partner Crowdsurge, usually 2-4 weeks before the event.
More about Tickets >>>
Your download links are on the order confirmation page and emailed to you immediately, or in the case of Preorders, emailed to you on the release day of the product.
More about Downloads >>>
UKU Help & FAQs centre
Welcome to Customer Support. Please select a category below to read through the frequently asked questions in case your question already has an answer!
Please note that you can contact the Customer Services team once you have specified your problem through the frequently asked questions.
Select the category you wish to find out more about:
Can I return products for a refund? / Returns Policy
Right of Order Cancellation
With the exception of downloads and tickets, you have a right to cancel your purchase of Product(s) from the Site within one month of the date on which you received such Product(s) and receive a full refund.
To exercise your right to cancel:
i) Notify the customer services team within thirty (30) days beginning with the day after the day on which you received such Product(s). Click the Contact Us link below this answer to contact the Customer Services team.
ii) Return such Product(s) to us unopened and undamaged within thirty (30) working days beginning with the day after the day on which we received your valid cancellation notice. The date upon which the package is post-marked will determine whether you have returned the Product(s) within this time period and Products will be deemed received 2 days after the date of the post-mark (not including Sundays and public holidays).
In the event that we do not receive your returned Product(s) within thirty (30) days of the later of (i) the date you notified us of your cancellation and (ii) the date you received your Product(s), the deemed date of receipt will be the date of the post-mark on the packaging of your returned Product(s). We will not be responsible for the costs of such return, unless the value of your returned Products is EUR 40 (GBP 40) or more, in which case the Products may be returned at our risk and expense. We retain the right to deduct a reasonable sum from your refund should (a) you not return your Product(s) or (b) the condition of the Product(s) you return result in a reduced value of the Product(s) in comparison to their original condition. Such deductions will not be made if the loss in value is caused by examining the Product(s) as would be possible in a retail shop or by reasonably using the Product(s) for their intended purpose.
You have no right of cancellation in the event that you have unsealed (i.e. opened) audio or video Products received from us. Tickets and downloads purchased are non-refundable and non-exchangeable, unless the concert is cancelled or rescheduled by the promoter.
We cannot offer refunds if:
- The returns notification or product is not returned to us within the above stated timeframe
- You have unsealed (i.e. opened) audio or video Products received from us
- The product gets lost in the mail being returned to us and you cannot provide a valid ‘proof of post’ receipt
See How Do I Cancel My Order? For more info.
If your items arrive damaged, provided that you return such defective physical Product to us within thirty (30) working days following receipt (determined in the same manner as the Right of Cancellation above), we will (on your election) either send you a replacement physical Product, or provide you with a full refund. You will need to return the damaged item to us before we can take further action. We will cover the cost of any defective physical Product returned by you up to the value of standard Royal Mail first class postage.
Please keep all the warranty information that accompanies your Product as this may be needed should there be a fault.
See Damaged Items Have Been Delivered for more info.
If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing), or send you replacement copies, if there is available stock. The wrong item(s) will have to be returned to us (we will cover the return postage cost) before we can take further action.
See Wrong Items Have Been Delivered for more info.
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