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Most frequent questions

For every question there is an answer

We are happy to deal with all your questions because we would like you to be well informed. To help you, we have compiled a list of the most frequently asked questions.

Ordering and Delivery

When can I order?

Our Online Shop is open round the clock - seven days a week.You can of course also reach us per telephone Mo-Fri on the following number:

03305-878 006 between 08:30 -17:00

How do I find and order an article?

There are various ways to find and order an article. You can choose from the categories listed on the left. Here you can find articles from our complete collection and from every line of fashion.Alternatively, you can use the navigation at the top of the page to select from the latest collections, the various fashion ranges,our Specials and our Sale offers.Choose the category you would like to view and you will be taken to the articles belonging to this category.Clicking on the article of your choice will take you to a detailed view with photos, a short description and prices. We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.Choose the quantity and size and finally you can choose to place the article in the basket or add it to your favourites. The" Sizefinder" button will help you to find the correct size. You will then receive confirmation that the article has been added to your favourites or placed in the basket.Now you have the choice to either carry on shopping or to go to your favourites or to your basket. Articles on your list of favourites can be added to the basket or deleted. In your basket you will be given an overview of articles, quantity and prices.Here you can make changes or delete articles. You may then continue to the checkout . You will then be requested to log in if you have not already done so.Following this you will receive information about payment, delivery and Terms and Conditions. Click on continue and you will receive an overview page with information about your order.By clicking on "Send Order", you will complete your order and will then receive a confirmation e-mail.

How do I use the Order form?

Include the article code, size and number of the articles you want. Please don't leave any blank spaces and just enter the number as it stands, like in the following example : 45678910, 16/18 and 1. After you have entered the full article number, just click on the button 'basket'. The article will be searched for in our database and will then be placed in your shopping basket. Should you make a mistake entering the article number, you can amend this by clicking on the applicable text field.

Can I also order per E-Mail?

You can of course also order by e-mail. We would however recommend that you place your order directly in our Online Shop. This helps ensure the speedy processing of your order. In addition, the Online Shop can give you immediate information about availability of each article. Please DO NOT under any circumstances send credit card details by e-mail.

Is there a minimum order value?

With Ulla Popken there is no minimum order value.

Where can deliveries be made to?

Beginning with your second order, we are happy to deliver to an alternative (delivery) UK address.When entering your personal details, please enter the desired UK delivery address complete with telephone number where we can reach you should there be any queries with your order. Please enter your correct residence as the invoice address.

Can deliveries be made abroad?

We also deliver to many countries abroad, to order from and to another country please go to our international onlineshop „www.ullapopken.eu“. Please bear in mind that in some countries, in addition to delivery charges, an extra customs or VAT charge may be levied.

Delivery and Payment

How long does delivery take?

Articles which are immediately available are generally delivered in 3-5 working days upon receipt of a complete and error-free order. The valid delivery times for the article of your choice are shown directly at each particular article. An so you can see at a glance when you can expect delivery.

Delivery can be delayed, when there is a Sunday or bank holiday between order and delivery. In the event, that your order contains articles which are not available for delivery, the dispatch date of the order can be delayed. In order to reduce environmental damage, we will combine part orders whenever possible. This can lead to delivery delays. If you do not want this procedure to apply to your order, then please contact customer service:

Tel. 03305-878 006
service@ullapopken.co.uk

For articles from the Preview Collection, separate delivery times apply. These can be found in the text information on the article description page.

I have ordered some items that are not immediately available. Will these items be sent separately & do I have to pay extra delivery charges?

For each order, one delivery charge is made irrespective of how many deliveries need to be made when an entire order is not available.

Payment

The Ulla Popken Online store currently accepts VISA, Mastercard and PayPal. All credit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then our Customer Service will notifiy you of this by e-mail or by telephone.Your card will be charged once the goods have been dispatched to the delivery address.

Cancellation and Returns

How do I cancel an order?

Until an order has been completely processed, you may cancel by e-mail or telephone. No further changes or cancellations can be made to an order that has already been processed.

Where can I find the statutory Right of Withdrawal Form?

You can find a model Right of Withdrawal Form under Terms and Conditions at www.ullapopken.co/uk/terms_and_conditions. Or, in Right of Revocation explanation at www.ullapopken.co/uk/right_of_revocation.

How do I revoke a contract of purchase?

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good. To exercise the right of withdrawal, you must inform us Ulla Popken GmbH, P.O.Box 382, Bedford, MK40 2WZ, England of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Can I return items and who carries the cost?

If you are not completely happy with an item, you may return it to us in a saleable condition within 14 days of receipt for a full refund. We recommend using the original packaging, this however is not obligatory. Make sure you include the returns slip at the bottom of your invoice to help us process your refund quickly. The cost of returning items is carried by the customer and please make sure to get a proof of postage receipt from your Post Office.All returned items will automatically be refunded to the credit card used for purchase.

Security

What happens to my customer details?

All necessary details for a transaction are saved by us and are treated with the utmost discretion.We of course abide by all current Data Security laws and regulations.

How secure is the Ulla Popken Online shop?

All information and data supplied by our customers is absolutely secure. As soon as you enter personal details necessary to complete an order (name, address, payment and delivery information), this information is sent encrypted to us. Ulla Popken uses the secure 128 Bit SSL-data transfer (Secure Socket Layer).You can identify a secured web-page by checking for a small symbol (a padlock which is closed) on your internet browser.You can see this symbol in the status bar at the bottom of your browser.

Technical Questions

Browser-Installations

To use all features on the Ulla Popken Online Shop optimally, we strongly receommend using the following Browsers:

Internet Explorer: version 7 upwards
Mozilla/Firefox: version 3 upwards
Please make sure that Cookies and Java can be accepted and that Flashplayer is installed. Please note that we cannot offer technical support. Should you encounter problems, deleting Cookies and temporaray internet data may be helpful.Also make sure that the Ulla Popken Online Shop is not blocked by your Firewall. Safari is currently not recommended for this site.

Are there advantages in using Cookies?

A Cookie is a small data file that is stored by your Web browser on your computer and help simplify your shopping experience. For example,items placed in your basket remain there for up to two separate visits ( up to 30 days) !

Other Questions

How do I search for an article online?

In the top right-hand corner of the start page you will find a "Search" field. Here you can enter either a Key Word or an article number and then click on "Search".You will then be shown all articles which contain your key word complete will a small picture.We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

How can I unsubscribe?

There is an "Unsubscribe" link in every Newsletter, which when clicked will remove your e-mail address from our mailing list.The cancellation of the Newsletter will be confirmed by the cancellation page shown. You must be logged-in to unsubscribe and you can subscribe again whenever you want. Please note: Although we try to process your Newsletter cancellation immediately, in some cases, your cancellation may overlap with the mailing of the latest Newsletter.

How do I subscribe for a Newsletter?

You can subscribe directly while making an order, or you can follow the link on the home page. Click here to go directly to the Newsletter registration.

How do I contact Customer Service?

Monday - Friday
08:30-17:00
Tel: 03305-878 006
E-mail :Service @ullapopken.co.uk

How do I get a customer account number?

You receive your customer number after placing your first Ulla Popken order. You can find your customer account number on your invoice.

Where can I read the General Terms & Conditions?

Before completing an order, the Terms and Conditions must be read at the cashpoint. You may also find the Terms & Conditions under "Service & Help" in the "Security" menu. Alternatively, click here to be taken directly to the Terms & Conditions.

 

Search help

Search for a keyword in the FAQ

 

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