Shipping and Return
At UJUAL, we’re committed to making your shopping experience as smooth and enjoyable as possible, from the moment you place your order to the moment you unwrap it.
Shipping
All our deliveries are handled exclusively by DHL Express, ensuring your order arrives quickly and securely, wherever you are in the world.
We operate from two logistics hubs:
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Lausanne, Switzerland : serving Switzerland, Europe, and selected destinations
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Xiamen, China : serving Asia and the rest of the world
Orders are shipped from the hub that best serves your region and available stock. This means that even if you are located in Europe, your order may be shipped from our China hub if that’s where the items are currently available — and vice versa.
Most orders arrive within 3–5 business days. During peak order periods, delivery might take a little longer.
Shipping Costs
We offer free shipping for orders above a certain purchase threshold (varies by country). For orders below this threshold, shipping rates will be calculated at checkout.
International Orders
Customs duties, taxes, and import fees depend on the destination country and are the customer’s responsibility. These charges are not set by UJUAL, and we have no control over them, but we always aim to make the process as smooth as possible.
Unclaimed Parcels & Duty Refusal
To ensure smooth international deliveries, DHL may require customs duties or additional information from the recipient. If the recipient does not provide the required information, declines to cooperate with customs procedures, or refuses to pay the applicable import taxes, the parcel will be automatically returned to us.
In such cases, once the parcel is received back at our facility, a refund will be issued to the original payment method minus the shipping cost, as DHL charges us for both the outbound and return transport. Products must return in their original, unused condition in order to qualify for a refund.
Returns & Exchanges
We want you to love your UJUAL products. If for any reason you’re not entirely satisfied, you may return or exchange your items within 30 days of receipt, provided they are unused, in their original condition, and in their original packaging.
Please note that the original packaging is considered part of the product. Returns without the original packaging cannot be accepted.
Return Shipping
While we offer free outbound shipping above our purchase threshold, return shipping costs are the responsibility of the customer (except in cases of defective or incorrect items, in which case we cover the cost).
How to Initiate a Return or Exchange
Simply contact our Customer Care team with your order details, and we’ll guide you through the process.
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Refunds will be issued to your original payment method, excluding the initial shipping cost (if any), once the return is received and inspected.
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Exchanges are subject to product availability. Your replacement will be shipped as soon as we receive your returned item.
For defective or incorrect orders, we’ll cover the return cost and send you the correct product as quickly as possible.
EU Customers — Right of Withdrawal
If you are a customer located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, you can submit a return request through your customer account using our self-serve return portal, or contact our Customer Care team before the 14-day period expires.
Return shipping costs are the responsibility of the customer, unless the item is defective, damaged, or incorrect.
Products must be returned unused, complete, in their original condition, and with their original packaging.
Any use or handling beyond what is necessary to check the product’s nature, characteristics, and functioning, or any missing or damaged packaging, may affect the refund in accordance with applicable consumer law.
We will issue the refund to your original payment method within 14 days after the returned goods have been received and inspected, unless applicable consumer law requires an earlier refund upon valid proof of return shipment.
The right of withdrawal does not apply to personalized or custom-made items.
If you have any questions about shipping, customs, or returns, our Customer Care team is here to help : ensuring every step of your UJUAL journey is as exceptional as the products themselves.
