GU Store FAQ

Orders

Where’s my order?

UK Mainland*: Can take 2-3 working days to arrive from dispatch date
UK First Class: Recorded* UK orders placed before 2pm on a working day will arrive by the next working day. Signature required on delivery.
Europe: 3 – 5 working days
USA: 5 – 7 working days
Rest of World: 5 – 10 working days

If it has been longer than this time, then please click the Contact Us button at the bottom of this page.

If an item in your order is a pre-order product, then the item will be dispatched on the day it is released. The release date will be clearly shown on the product detail page on our website.

* All delivery times assume delivery to the UK Mainland (which includes Anglesey and the Isle of Wight). Deliveries to British Forces Post Office address, Northern Ireland, the Scottish Highlands & Islands, Isle of Man, Isles of Scilly and the Channel Islands will take longer, however, UK First Class Recorded Delivery will always be quicker than Standard to these locations.

I want a refund

Naturally, we hope you’ll be delighted with the products you purchase from us. If for any reason you want to return anything, you can, within 30 days from the day that you receive the products.

We cannot be responsible for any goods that we do not receive, so we suggest that you send any returns back to us using some form of guaranteed delivery.

Products returned to us must arrive in the same condition in which you received them and in re-saleable condition. That means:

– CDs and DVDs must be in perfect condition, including the seal on the packaging.

Our returns centre will be happy to process an exchange for you, so if there is another item or size that you would prefer over the one you have already received, please include written details with the item you return.

This item would need to be of less than or equal value to the original item ordered. In cases of exchange with product(s) of less value, the outstanding amount owed will be refunded.

CD returns address: 

Global Underground (Returns)

4th Floor, British India House
15 Carliol Square
Newcastle upon Tyne
NE1 6UF
United Kingdom

Please ensure you include a note detailing your order number, your reason for refund and whether you require a replacement or a refund, when sending your product back to us.

Faulty products that you notify us about within a reasonable timescale after delivery are eligible for an exchange or refund (subject to our confirmation of the fault). We have no further liability to you other than the exchange or refund of the products.

This does not affect your statutory rights.

How long will my refund take to be processed?

Refunds will take up to 2-3 working days to be processed from the receipt of returned goods.

How much will it cost to ship to me?

We offer FREE delivery to the UK.


For International Deliveries, our website calculates the delivery cost based on the size and weight of your order, as well as the location it is to be sent to. You can see the delivery cost during the checkout process, once you have selected your delivery address.

If you order Products from our Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

When will you ship my pre-order?

On the day the item is released. You will be able to find this out by checking the release date on the product page for the item you have ordered.

My order is damaged – what should I do?

Should you receive any items that prove to be faulty or damaged, you can return them to the following address:

Global Underground (Damages)

4th Floor, British India House
15 Carliol Square
Newcastle upon Tyne
NE1 6UF
United Kingdom

Please enclose a note quoting your order number and specifying whether you require an exchange to be sent out, or a refund.

All goods that are returned to us are the responsibility of the customer and you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Do you ship everything together or separately?

If all of the items in the order are in stock at the time of ordering, then they will be dispatched together. If not, or in cases when an item is pre-ordered, then the in stock items will be dispatched first.

Can I send to multiple addresses?

Unfortunately, not at the moment. To send to multiple addresses, you will need to make separate transactions for each different address.

Can I cancel my order?

Once an order has been placed (you have completed the order online and we have sent you an Order Acknowledgement email) it cannot be stopped. Any errors must be corrected using the returns process.

Within 30 days of receipt of your order, you may return any item in its original and unopened condition for a full refund. Our returns centre will be happy to process an exchange for you, so if there is another item or size that you would prefer over the one you have already received, please include written details with the item you return.

All goods that are returned to us are the responsibility of the customer and you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Can I change details of the order I just placed?

For security reasons, once an order has been placed (you have completed the order online and we have sent you an Order Acknowledgement email) it cannot be stopped. Any errors must be corrected using the returns process.

Within 30 days of receipt of your order, you may return any item in its original and unopened condition for a full refund. Our returns centre will be happy to process an exchange for you, so if there is another item or size that you would prefer over the one you have already received, please include written details with the item you return.

All goods that are returned to us are the responsibility of the customer and you may wish to send goods by registered post. We are not liable for goods that do not reach us.

Can I place my order over the phone?

No, we currently only accept orders online.

What countries do you ship to?

We offer worldwide shipping.

Can I buy gift vouchers?

Unfortunately, we do not sell gift vouchers yet, but we are planning to introduce these very soon.

When do you take my payment?

When you reach the final billing page and press ‘Submit’, we will immediately complete some basic checks on the payment details you have provided.

If these checks are authorised, then you will receive an email within a few minutes confirming your order. We will then contact your bank/card issuer for authorisation to take payment from your account. If your bank authorises payment, then the full purchase price will be charged to your card.

What payment methods do you accept?

We accept VISA, MasterCard credit cards as well as Maestro, Solo and Delta debit cards. Sorry, we cannot accept any cheques, cash or Paypal for payment.

You will need to enter the three or four digit number (known as CVV or CV2) that appears on the back of your card.

Do you store my card details?

No, we do not.

What currencies do you accept?

We accept UK Pound Sterling (GBP), Euros (EUR) and US Dollars (USD).

The actual price charged to overseas customers in other currencies will be subject to the exchange rate applied by the customer’s credit or debit card company at the time of placing the order.

Customers outside the United Kingdom may also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check the latest applicable local requirements before placing an order.

Why has my payment not been accepted?

Please check that you have entered all card details correctly and that your credit/debit card is still valid.

Please ensure that your name and billing address matches the name and address your credit/debit card is registered to.

If you are using a new credit/debit card, please check with your bank that your payment card is activated.