FAQS

Welcome to UNCU London!

Our customer service team is always here to help! Whether it's an order query or care advice, give us a shout at hello@uncu.london or call our friendly team on +44 330 113 9239 Monday - Friday 9am-6pm.

 

You can also message us directly on:

  • Live Online Chat (Monday - Friday 9am-6pm)
  • Facebook
  • Instagram

 

Frequently Asked Questions

How can I make changes to my UNCU London order?

Simply email us at hello@uncu.london within 12 hours and be sure to include your order number! If you would like to change your order to a different product, please also include the URL or the new product. Please note that we are unable to change the order once it has been shipped.


How do I know if my order was placed successfully?

If you have received an order confirmation email from us, your order was placed successfully and your new UNCU London package is on it's way to you! You can also log into your account to view your order history and search for your most recent order. If you didn't create an account with us - your order confirmation will be in your inbox! We are working hard to process all orders the same day.


How long does my order take to ship?

Shipping time depends on type of service you choose and the destination country. All standard UK orders are processed within 24 hours and shipped the following or same day. (depending on the time you place your order). Orders received before 4pm will be shipped the same day. All our UK orders are sent with Royal Mail 48 Tracked Service and they usually deliver within 2 working days. If you would like to know the estimated delivery time and shipping fee, please select the destination country on the checkout page to get an idea of the approximate timeframe. 


Do you ship worldwide?

Yes we do. Our shipping policy is still between 2-7 business days for EU countries and 5-10 business days for all other countries. You will receive a confirmation email to let you know when your order has ben shipped and is on it's way to you. If you have selected the Tracked & Recorded service, you will receive an email with the tracking number. Spend over £40 and get free delivery!


I have forgotten to add on a promotional offer, how can I claim?

Please email us at hello@uncu.london with your promotional offer code and we will be happy to look into it. Ensure you include your order number and of course the discount code / offer that you are after. Unfortunately, we are unable to apply the adjustments 3 days after date of order, or the promotion expiration date, whichever comes earlier.


Does my UNCU London Silk Mask help me protect against Coronavirus?

UNCU London face masks are not medical masks and cannot replace social distancing measures. Our face masks cannot be used as personal protection equipment (PPE). What they can do is help you keep your germs to yourself (and don’t forget to wash those hands). For more information, please check Public Health England website for detailed PPE guidelines on face coverings and when to wear one.


Can I return my order if I change my mind?

No. For safety reasons, all our silk products purchased are final sale and cannot be returned due to hygiene reasons unless faulty. 

 

How do I wash and take care of my cotton and silk products?

Please refer to our Care Instructions page here


Are any of your products available in store?

No. Currently our we do not have a physical store and our products are only available exclusively online on our website. However, you can find us at these stockists.

 

Can I buy in bulk and stock your products?

Yes. For wholesale and stockist enquiries please email us at hello@uncu.london

 

What does Oeko-Tex Certified mean?

Oeko-tex is an independent testing and certification body that focuses on the quality and safety of the textiles being used. The STANDARD 100 by OEKO-TEX® certificate is the world’s leading ecological mark for textiles. Any textile article bearing the mark has been evaluated and approved by an internationally-renowned institute and assures the consumer that the article is free of harmful substances. All our silk products are Oeko-Tex Standard 100 certified.  

 

What type of dye do you use in your silk products?

All our silk products are inspected at every stage of the production process and fully comply with ISO9001 and The International OEKO-TEX® STANDARD 100. We work with one of the largest and longest running silk suppliers in the world. Our silk is the very best available and we only use non-toxic silk dye.

 

Are all UNCU London silk products hypoallergenic? 

Yes. All our silk products are hypo-allergenic and recommended by dermatologists and asthma & eczema specialists worldwide.

 

What material are UNCU London Silk products made of?

All our silk products are made made of the highest 6A grade 22-momme 100% Mulberry silk. We only use non-toxic dyes in our dyeing process making our silk perfect for delicate skin.


Why choose silk pillowcase instead of standard Egyptian cotton pillowcase?

Unlike satin or cotton pillowcases, Silk is naturally better for skin and hair, reducing friction by 43% whilst also maintaining hydration and not stripping the skin & hair of its natural oils. Sleeping on a silk pillowcase will cut down on static, frizz and make your blow-dry last longer in addition to fighting wrinkles and fine lines. Silk is also hypoallergenic, breathable, temperature regulating and uninhabitable by dust mites (recommended for asthma & eczema sufferers).