Q&A
Top 6 most asked questions
Can I cancel or modify my order?
It is not possible to change your order once the payment has gone through. It is possible to cancel your order under certain conditions: if you order has not been prepared or dispatched yet you can cancel it by writing to our Customer Service. If your order has already dispatched you will have to wait to receive the package and then return the articles to us by post, or bring them to the store.
How can I track the progress of my order?
You can track your order from here : Tracking Link
How do I exchange or return an article?
You CANNOT exchange or return articles in our stores but you CAN return articles to the following address: Entrepôt UNDIZ (service retour) ZAC Paris Oise Bâtiment D Avenue de Madrid 60126 Longueil-Sainte-Marie France. Once your articles have been received by our warehouse we will refund you for the products. Products that are returned must be in perfect condition, accompanied by their tags and the purchase order or invoice available in "My Account".
How long will it take to receive my order?
It will take between 5 to 10 working days after placing your order (10 to 15 working days for sales).
How can I contact the Customer Service department?
You can contact our Customer Service by sending an email using the contact form on our website. Or you can contact us by email undiz@global-e.com (Service available from de 9am to 12am and from 2pm à 5pm from monday to friday)
Does UNDIZ have a loyalty card?
There is no UNDIZ loyalty card but prices are low all year round.
Topics
1. General questions
Is the price in the online store the same as the price in my local UNDIZ store?
Yes, the prices shown on the web are exactly the same as those in stores.
Are the articles on the UNDIZ website exactly the same as those sold in local stores?
Yes, all the articles being sold on our website are available in our stores, or will be shortly. We sell pre-release products in the "New Collection" category 5 days before they appear in stores.
Can I use my UNDIZ gift card to make a purchase on the website?
No. Payments by UNDIZ Kdo card are not yet available on our website. However, our Kdo cards can be bought and used in all of our UNDIZ stores.
How do I know which size to choose?
We recommend taking a look at our Size Chart to find the right size for you: Link Size Chart.
Why can't I find the product I'm looking for on the website?
It's possible that the product you are looking for is no longer available in store because it has sold out.
2. My account
Do I have to create an account to make an online purchase?
Yes. Creating an account is essential if you want to make purchases online.
I forgot my password. What can I do?
If you have forgotten your password you can go into My Account and request a new one. Follow the steps provided and you will receive an email with your new password.
Once I have created an account can I make changes to my personal information?
In the Account section you can access all of your personal information and make changes to it.
3. Payment
What payment methods can I use to make a purchase?
You can use the following payment methods: Visa, Visa Electron, Mastercard, American Express and Paypal.
When will the payment be debited?
The payment is debited when you place an order and is a requirement for processing the order. The amount of the payment is the sum of each article that you ordered plus the relevant delivery charges.
Can I order Tax Free?
No, this is not possible. Tax Free is only available for products purchased in a local store and taken out by the customer.
4. My order
Can I cancel or modify my order?
It is not possible to change your order once the payment has gone through. It is possible to cancel your order under certain conditions: if you order has not been prepared or dispatched yet you can cancel it by writing to our Customer Service. If your order has already dispatched you will have to wait to receive the package and then return the articles to us by post, or bring them to the store.
How can I track the progress of my order?
In "My Account", in the completed orders section, you can see the status of your order.
What can I do if there is a problem with my order?
If you have a doubt or encounter a problem with your order, please contact our Customer Service using the contact form.
Can I send an order to a different address?
Yes. You just have to change the delivery address.
Can I change the delivery address even if I have already placed the order?
You can change the delivery address as long as your order is "in progress" by writing to the Customer Service.
Which countries can use the online store?
Currently, you can purchase online in Spain, Portugal, France, Italy, Germany, the United Kingdom, Austria, Belgium, the Netherlands, Ireland, Luxembourg, Sweden, Norway, Denmark, Monaco and Switzerland.
How long will it take to receive my order?
It will take between 3 to 5 working days after placing your order for France, with the exception of VIP Club sales and during the sales period (8 to 10 working days).
What should I do if I don't receive my order?
In the event of a problem or delay receiving your order, please contact our Customer Service.
How long do I have to exchange an article or ask for a refund?
The maximum delay for returning an article is 30 days inclusive from the date of purchase.
How do I exchange or return an article?
You can exchange or return articles in our stores (see list) or just return articles to the following address: Entrepôt UNDIZ (service retour) ZAC Paris Oise Bâtiment D Avenue de Madrid 60126 Longueil-Sainte-Marie France. Once your articles have been received by our warehouse we will refund you for the products. Products that are returned must be in perfect condition, accompanied by their tags and the purchase order or invoice available in "My Account".
Will I be charged for returning an article?
The return delivery fees for articles must be paid by the Undiz.com customer.
How will I be refunded for a returned article?
After the returned product has been accepted (articles must be in perfect condition with all their tags) you will receive a confirmation email telling you the amount that will be credited to your account in the next few days Remember that the time it takes to credit your bank card depends on your bank.
How will I be refunded for a returned article?
No. It will be made using the same method you used for the purchase.
5. Stores questions and recruitment
How can I find my local store?
To find the store closest to you on the Store Locator.
What are the opening times of UNDIZ stores?
To find the opening hours of the store closest to you click here.