// COVID-19 UPDATE //
Online store operations (shipping, returns, response time) may be delayed. Many shipping carriers are also experiencing their own delays with delivery times. We are making every effort to keep things running smoothly while also considering the safety of our employees.
Please follow updates on social media @shopUAL
Please use the returns portal to submit your online return. Items marked final sale are excluded from any returns or exchange. Shipping is not refunded and return shipping is deducted from the refund amount. Other Rules and Restrictions apply, as usual. See below for additional return rules.
- Returns must be requested within 14 days of your order date
- All returns must be requested through online portal below
- Once approved, returns must be shipped within 2 days
- International customers should mail returns back, at their expense, using their preferred shipping method (we can not issue USPS return labels from other countries)
- Refunds are processed within 1-6 business days after receiving the item(s) back
- Return shipping cost will be deducted from your refund (varies by order)
- Original shipping will not be refunded
- Item must be in the same condition that it was received, including any packaging
- All tags must be attached & invoice or receipt included
- Shoes must have box and packaging as they were sent
- Final Sale items can not be returned and include: jewelry, intimates, swimwear, beauty, items specifically marked "Final Sale"
- Items may be marked that they are returnable for STORE CREDIT only, and that credit comes in the form of an electronic gift card which can be used for future online purchases and can not be used in-store
- If you have any trouble, please use the chat feature or send an email
- See below for detail on returning IN-STORE purchases
In-store returns are FREE! Simply drop your return off at your local UAL store, after initiating through the online form, and avoid the return shipping cost. Please be sure to include the receipt for your purchase. Returns without a return request number or a receipt will not be accepted. Refunds are processed online within 6 business days, and will not include the original shipping cost that you paid.
- Returns requested (1) more than 14 days after your order date, or (2) without a receipt are not eligible for return.
- Returns not shipped within 2 days of return approval will be denied
- Merchandise that is used or worn, or missing any tags, will not be accepted for refund or credit.
- Garments not in their original bags (if applicable) will not be accepted.
- Shoes returned without the box will not be accepted. Shoes shipped without a shipping box will be refused (E.g. If you only wrap the shoe box with brown paper, or tape the box closed with no paper wrapping).
- Jewelry, intimates, swimwear, and beauty products cannot be returned and are always FINAL SALE. Other items may be specifically marked as "Final Sale".
- Due to our ever-changing inventory, exchanges are not available for online orders.
- Shipping and handling costs are non-refundable, unless the merchandise is defective.
- Unfortunately, many retailers are subject to fraudulent return activity. Returns may also be limited or declined based upon our refund verification systems, which are used to process and track returns to help administer our loss prevention program.
- Other restrictions may apply.
Returning an In-Store Purchase or Phone Order
- In store purchases may be returned within 7 days of purchase to any UAL store location.
- Orders placed over the phone can be returned to the store within 10 days of purchase.
- Return for store credit or exchange only- no refunds.
- In-store issued credit can not be used online.
- Jewelry, Swimwear, Beauty Products, and Intimates are final sale.
- Items marked "SSS" or "as-is" on tag are also final sale.
- See store for further details and full return policy.