Customer Service

 

Account Info

Do I need an account to place orders?
You can place orders with Undead Honeymoon as a guest. However, an Undead Honeymoon account will provide you with additional features and conveniences, versus not having an account. The account will allow you to store multiple Billing and Shipping addresses, which you will only need to enter once. The account will also store your order history, which you can review. This includes information about previous orders you have placed using your account. 

Passwords

What if I forget my account password, or need to change it?
If you forget your password, you can obtain a new one by clicking Log In and then Forgot Your Password? You will be asked for your email address and a new password will be sent to you by email. No employees of Undead Honeymoon can tell what your password is.

Email Newsletters

How do I sign up for the Undead Honeymoon Email Newsletter?
If you want to find out Undead Honeymoon news, including discount codes and special promotions exclusive to newsletter subscribers, you need to sign up to our email newsletter.

About once every few weeks we write an email detailing exciting new products, interesting info, and special promotions. Undead Honeymoon will never release your email address to third parties. 

Ready to sign up?

Unsubscribe

How do I opt out of your mailing list?
A checkbox to opt-in or out of the Undead Honeymoon mailing list is provided when you first enter contact information. You can change or modify this information on the My Account page.

 

Ordering

How do I order online?
Click the Add to Cart button found on every product page. You can continue to add items to your basket until your order is complete. Your shopping cart can be accessed from any page on the website by clicking the Checkout link. Click the Proceed to Checkout button and either register, log into an existing Undead Honeymoon account or checkout as a guest. Enter your shipping and billing details. Click the Continue button to choose your Shipping and Payment Methods. Once you have reviewed your order and are happy to proceed, click the Place Order button to complete the order.

How do I order by phone?
We currently do not take orders by phone.

Availability Status

What does the Availability status mean?

  • In Stock - The product is currently available and is normally despatched within 1-2 business days (see Shipping and Delivery). Please note that we do not ship products on Saturday, Sunday, or English Bank holidays.
  • Out of Stock - The product is not immediately available, but is on order with the supplier and will be back in stock as soon as possible.  

Customs/Taxes

Will I have to pay customs fees on my international order?
Please read the Customs Fees section in Shipping and Delivery.

Payment Methods

What are your accepted payment methods?
All prices listed on our website are in UK Pound Sterling. We currently take orders through PayPal, and have a verified business account ensuring a safe transaction. Please ensure that your billing and shipping addresses are exactly correct to avoid delays in order processing. Your order may also be delayed if additional verification of billing information is necessary.

Do you accept Google Checkout?

We currently do not accept Google Checkout, but are in the process of making this feature available.

Do you accept Purchase Orders?
We do not accept purchase orders.

Discounts

Do you offer special discounts?
Customers signed up to our email newsletter have access to exclusive discounts and promotions available only to subscribers. If you'd like to have access to these, sign up to receive the Undead Honeymoon Newsletter. Undead Honeymoon will never release your email address to third parties.

Changes & Cancellations

Can I change my order?
Please follow the instructions below to cancel your order and place a new order with the required changes. We are not able to change items in your shopping cart or add additional items to your order once your order has been completed.

What is your cancellation policy?
You have the ability to cancel your own order, as long as it hasn't reached the processing stage. To cancel your order, please contact us at returns@undeadhoneymoon.com.

Please note that our order and shipping system is designed to get orders to you quickly and efficiently. Therefore, once the order has been processed we will not be able to make any changes to it or cancel it. We are not responsible for orders that cannot be cancelled after an order has been submitted. Once an order has been cancelled, it cannot be recovered.

International

Do you ship outside the UK?
Yes, we do. After placing items in your shopping cart, proceed to the checkout area. Complete the Shipping and Billing information, including selecting your country. If your country is not in our drop-down list, we are unable to ship orders to that country.

 

 

Privacy

What is your Privacy Policy?
We take your privacy very seriously. We will only use the information we collect from you to convey your order information, or to send you emails at your request. We will never sell your information to any third parties.


Shipping and Delivery

General Shipping Information

In-stock orders are usually despatched within 24-48 hours, excluding weekends and English bank holidays unless otherwise noted. However, during times of heavy order volume (especially between October and December), orders are usually despatched within 1-3 business days of when they were placed. You will receive notification by email when your order has been despatched.

As a general rule, all items that are out of stock are marked as such on the website. All shipping transit times quoted are business days (Monday-Friday), not calendar days.

For orders within the UK, we use Royal Mail postal services. For orders shipping outside the UK, we provide the options of Standard Airmail or Airsure.

Both “Recorded Signed For” and “Airsure” provide online tracking. If you have selected either of these services you will receive the tracking number in your shipping confirmation email. You will also be able to view your order status and tracking numbers in your account order history. Please see below for estimated shipping times (these estimates are from the time of despatch).

Target Shipping Times:*

UK:

1st class:          Next working day (including Saturdays)

2nd class:           Within 3 working days

1st class Recorded Signed For:          Next working day (including Saturdays)

2nd class Recorded Signed For:          Within 3 working days

International:

Standard Airmail (EU):          3+ days

Standard Airmail (Eastern Europe):          4+ days

Standard Airmail (Rest of World):          5+ days

Airsure (EU):          3+ days

Airsure (Eastern Europe):          5+ days

Airsure (Rest of World):          7+ days

Please note that Airsure is only available in the following countries:

Europe
Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Portugal, Republic of Ireland, Spain, Sweden and Switzerland.

Rest of the World

Brazil, Canada, Hong Kong, Malaysia, Singapore, New Zealand and USA

Unfortunately, we cannot guarantee international delivery times. Although your order will be sent to the appropriate country on the first available flight, delivery standards in other countries do vary.

Do you ship to PO Boxes?
In short, no.

How much is shipping?
The shipping cost of your order is dependent on what you are ordering, how much you are ordering, and where it is shipping to. You can work out the cost of shipping your order by adding the items you want to your shopping cart and entering your zip/post code or country in the Shipping Estimator on the shopping cart page. You can also view the shipping options and cost during checkout after you have filled in your shipping address.

Customs fees

The shipping charges you pay to Undead Honeymoon do NOT include customs fees, broker, import taxes, or duties. You may be charged import taxes and fees for your order - please check with your customs office if you are unsure of these fees. Unfortunately, Undead Honeymoon has no control over these fees. If you refuse to pay the customs fees when your order arrives, the shipment will be returned to Undead Honeymoon and we will be charged the customs fees plus return shipping costs. Because of this, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.

It is possible that the delivery of your order may be delayed due to customs processing. If your order does not arrive in the expected timeframe, you should check with your local customs office to see if they are holding the package until fees are paid.

Undead Honeymoon has no way of estimating customs fees, duties, or taxes, so please do not ask us to do so - we don't have this information.

*These estimates do not include the time it takes to process and despatch orders.


Returns and Exchanges

What is your return policy?
You may return a product for refund for store credit within 14 days of the order shipment date. The order shipment date and order notification are provided to you by email. All returns must be accompanied by the original order number.

Contact us within 14 days of the item's original shipping date (returns@undeadhoneymoon.com) to arrange for the return of your purchase. We will send a replacement or refund you for your purchase, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, etc., where applicable.

Please note that opened video games and DVDs cannot be returned for refund. Additional restrictions may apply. Please contact us for more information.

What if I ordered the wrong item?

We will refund you for your purchase (minus the shipping cost), provided the returned item is in "as-new" condition, and the purchased product was not noted as a clearance or non-returnable item. Returned item(s) must be returned in their original packaging, along with all accessories, warranty cards, etc., where applicable. When your returned item is received, you will be issued a refund to your credit card for the merchandise only. Please note that you will be responsible for return shipping costs.

We do not offer an exchange service for incorrect orders. If you wish to exchange your order, please return the item for a refund and place a new order yourself via UndeadHoneymoon.com for the alternative item. We are happy to refund unwanted items that are returned to us within 14 days.

What if my item is faulty?

All our items are never knowingly sold in less than perfect condition. However, should you receive an item that proves to be faulty, you can return it by following the instructions below.

Return Address

You can return items to the following address:

Undead Honeymoon: Returns

ORDER: [include your original order # here]

5 Arundel Square
Islington
London

United Kingdom

N7 8AT  

Please contact us by email before returning an item, quoting your order number – Returns@undeadhoneymoon.com

Please enclose a note with your return package quoting your order number, the items you are returning, stating that the items are unwanted/faulty, and whether you require a replacement item or a refund. For the return of high value goods, we recommend that you use a recorded delivery service. All goods that are returned to UndeadHoneymoon.com are the responsibility of the customer and we are not liable for goods that do not reach us.

Customs Fees

If you refuse to pay the customs fees when your order arrives, the shipment will be returned to Undead Honeymoon and we will be charged the customs fees plus return shipping costs. Because of this, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.

Click here for more information about customs fees.