customer services & faq’s

welcome to theunconventional.co.uk below are some faq's to answer most problems. If you have any additional questions or comments please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

ordering

is this site secure?
any personal information given to the unconventional will be protected. your information will not be disclosed to any third parties. The unconventional’s server will secure your personal information with up-to-date firewall and encryption techniques during the ordering process. the unconventional does not store your credit card information at any time.

what is your policy on privacy?
we respect your right to privacy, we collect only the information necessary for us to complete your order or to contact you regarding the status of your order. the information we collect includes your name, email address, shipping address, and billing address. we do not store your credit card information.

theunconventional.co.uk will not rent or sell your name or personal information.

theunconventional.co.uk reserves the right to update this privacy policy at anytime. updates to our privacy policy will be sent to the email address that you have provided us.

what currency will I be charged in?
the currencies shown are calculated daily from the current exchange rates and are approximate only. the final price is fixed and will be charged in £ sterling. the amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company when your account is debited. please note that the rate used by your bank or credit card company may not be the exact rate as stated at time of purchase.

can I order over the phone?
we are unfortunately unable to take orders over the phone .

i am having difficulty placing an order?
please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will be happy to help deal directly with your issue and any problems you may have when placing an order.

can I change my order once placed?
once your order has been confirmed, it's not possible for you, or us, to change it prior to dispatch. please contact us if you have placed an order incorrectly and we will cancel that order, allowing you to re-order the correct items.

do I have to pay customs and import charges?
any customs or import duties are charged once the parcel reaches its destination country. these charges must be paid by the recipient of the parcel, unfortunately we have no control over these charges, and are unable tell you what the cost would be, as customs policies and import duties vary widely from country to country.

we recommend contacting your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

please note that your parcel may also be delayed by customs and subsequent charges can be applied, unfortunately we have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

how can i check the status of my order?
you can check the status of your order by signing into my account and then selecting the option to view order. this screen will let you know if your order has been fulfilled, shipped, or if it is being held.

delivery

delivery details
the unconventional is proud to ship worldwide using a variety of royal mail services.

Standard delivery
shipped via royal mail 1st class recorded, this option is free within mainland uk only, with proof of posting, signature on arrival and online confirmation of delivery, your order is easy to trace. most First Class Recorded items arrive within 3-4 working days.

features and benefits
take advantage of royal mail's recorded Signed for service and benefit from a range of great features.

peace of mind with proof of postage
use online tracking to check if your item has been delivered
a signature is obtained upon delivery
next working day delivery for most first class recorded items

special next day delivery
shipped via royal mail special delivery next day, this is option is charged at a standard flat rate of £6.00 and is available for uk mainland only. with proof of posting, signature on arrival and online confirmation of delivery, your order is easy to trace.

features and benefits
take advantage of royal mail's special delivery next day service and benefit from a range of great features.

guaranteed delivery before 1.00pm
99% uk coverage
use online tracking to check if your item has been delivered
electronic proof of delivery

royal mail - international signed for
take advantage of the global reach and reassurance that the royal mail international signed for service offers. This option is charged at a standard flat rate of £15.00. with international signed for, a signature will be taken for your item on delivery at its destination. We are able to deliver to just about anywhere in the world.

* order must be placed before 12pm (noon) to be guaranteed for next-day delivery. orders placed after then will take 1-2 working days for delivery.
please note that royal mail do not deliver on a sunday so your items will be delivered on the following monday.

orders may also be delayed if more information is needed from customers during security checks.

when will I know that my order has been shipped?
once your order has been processed and you have received your 'dispatch confirmation' email from us with your tracking number, your order will be in transit.

please note, all orders are dispatched around 5pm UK time, so the tracking number will not show any movement on the royal mail website before this time.

payment

What payment types do the unconventional accept?
the unconventional accepts a wide range of payment types, the list below illustrates which methods we currently accept

visa, visa electron, mastercard, delta, solo, maestro, american express, paypal

can I track my order?
all orders are shipped using royal mail, you can follow your orders progress online at royal mail

please note, once we have emailed you the tracking reference, we recommend you track from this point on, online, as we are not able to track each order once it has left our warehouse.

i have paid using Paypal but cannot see my order history in my account?
for all paypal orders, you will not be able to view the order within your account. part of the paypal express terms is that we are unable to capture this data, please retain your order confirmation email as this will be your only proof of order. you will still receive your dispatch confirmation email as normal when the order is shipped.

can i have a different delivery address to my payment address ?
you can specify a different delivery address from your billing address, when prompted at the checkout stage. we cannot change the delivery address of a parcel once your order has been placed.

returns

what if my order is incorrect?
unfortunately mistakes do happen, but we do our best to fix them and correct any issues you may have. if you have noticed that we have made a mistake with your order, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will endeavour to correct any mistakes made. Please be sure to include your order reference at all times when contacting us.

how do i return an item or an order?
we are happy to refund any purchases provided they are returned by registered mail in their original condition with all tags attached, unwashed and unaltered, to the address below, within 14 days from receipt.

all returns must be authorised by theunconventional.co.uk. please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it stating your order number and specific items requesting to be returned to receive your returns form.

please be sure to clearly mark your return shipment as returned goods on any customs or postal forms. we will refund any sums that you have paid to us with the exception of postage and packing. only products that are in their original condition will be refunded, products that are deemed to be in an unacceptable condition will be returned to the customers at their own cost.

theunconventional.co.uk will not accept responsibility for reimbursement or compensation of lost packages without proof of delivery.

when we have received your item, we will credit the same credit card account with which the original purchase was made.

we will process your return as soon as possible but please allow up to 10 days for your refund to be processed and up to 30 days for the return to appear on your credit card statement.

returns address:

the unconventional
first floor cavell house
stannard place
st. crispin's road
norwich
nr3 1ye
uk

this returns policy does not affect your statutory rights. your rights are protected under e.u. distance selling directive (which can be found at
http://www.hmso.gov.uk/si/si2000/20002334.htm

sale

can i return my sale item
all items on sale for 50% off or greater is final sale and therefore may not be returned. items marked down 50% or greater must be considered “as is”. although we try our hardest to keep all of our goods in perfect condition there may be a minority which have small flaws, stains, sewing errors, missing tags, etc.

sizing

size guide
we have compiled a size guide aimed to give you a better indication of product size, please note this should only be used as a guide, sizes will vary from those indicated and between brands. to find out exact measurements of your desired garment or for further assistance please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it

men

chest
measure the fullest part of your chest with the tape measure horizontal and parallel to the ground.

waist
find the narrowest part of your waist - bend to the left/right side and the natural bend point will be your natural waist.

seat
to find your seat, measure 20cm from your natural waist as a guide. stand with your feet together and measure around your widest part. this may be slightly lower or higher than 20cm below your waist.

Inside leg length
measure from your crotch point to your ankle bone.

shoulder
this is measured from your collar bone - tip to tip

collar
measure around the base of the neck where the collar sits and refer to our collar size guide.

women

how to measure
using a tape measure and measuring with tape horizontal please use the following points as a guide. when you have your measurements please refer to our body size chart to find you size.

bust
measure the fullest part of your bust with the tape measure horizontal and parallel to the ground.

waist
find the narrowest part of your waist - please bend to your left/right side and the natural bend point will be your natural waist.

hip
to find your hip, measure 20cm from your natural waist as a guide. stand with your feet together and measure around your widest part - this may be slightly lower or higher than 20cm below your waist.

inleg length
measure from your crotch point to your ankle bone, or alternatively measure a pair of trousers you like and compare with our sizing guide.

shoulder
this is measured from your collar bone - tip to tip.

garment care guide

fire
the unconventional recommends that all garments and accessories are kept away from naked flames.

Denim
as denim is indigo dyed the dye will disperse during each wash so the appearance of the denim will become more faded with age. to keep a darker shade for longer we would recommend you fasten garments and wash inside out. denim should not come into contact with light surfaces during washing or wear as the colour will transfer.

on raw denims we recommend to dry clean only to maintain a deeper shade for longer. please note raw denims must be kept away from light coloured surfaces as colour will transfer.

Leather
leather due to its intrinsic nature will vary slightly from garment to garment and will have some colour variation. please be aware that colour may transfer so we recommend keeping away from light coloured surfaces. to keep your leather garment/accessory in its best condition it should not be used in the rain.

Knitwear
all the knitwear sold by the unconventional has been made with great care. in the rare event that a seam comes undone spare yarn has been provided to carry out any necessary repairs. unfortunately this is not always going to be possible in the case of some garments. we would always recommend all knitwear to be stored flat to keep your garment in shape.

general wool:
due to the natural characteristics of wool some pills (balls) may appear on the surface of the garment over time. to maintain the appearance of your garment we recommend using a lint remover (available in most supermarkets).

merino wool:
due to the shrinkage characteristics of this yarn we would recommend these garments to be dry cleaned only.

boiled wool:
due to the nature of boiled wool it should not be washed in water as shrinkage will definitely occur. this type of wool must always be dry cleaned to maintain the same shape.

silk/georgette/light weight fabrics & knits:
garments made with light weight delicate fabrics should always be kept away from harsh surfaces during wear and jewellery removed before putting on/taking off these garments to avoid any snagging/tear damage.

spare buttons:
all garments with buttons will have a spare button in each size provided in case any repairs are necessary. unfortunately this is not always going to be possible in the case of some vintage garments.

zips:
please ensure the zip slider is flush with the base of the zip parts before fastening the garment to avoid jamming.