We are always ready to assist you.
Do you ship worldwide?
Yes. We ship around the world. The costs of shipping can be found here.
Unfortunately we are unable to ship to Russia. However, we do have Russian stockists who carry a selection of our items.
Do you offer TAX Free / VAT Free Shopping?
Yes. If you are ordering from outside the EU, VAT will be deducted at Checkout. We do not offer Tax Free in our physical store.
How long will it take for my order to arrive?
All orders received before 12pm will be dispatched the same day. We use a next (working day) service in the UK.
A full summary can be found on our Delivery page here.
What can I engrave on my umbrella?
A full run down is available on our Personalisation page.
Where on my umbrella will my engraving be?
Telescopic and City Gent Umbrellas are engraved on the metal Tip Cup.
City Lux Umbrellas are foil embossed on the leather fastener as default but an option to engrave on the metal Tip Cup is also available. Our Solid Stick Umbrellas are engraved on the Silver collar.
I’m having problem placing my order, what should I do?
In general the problem will lie with the credit card or bank you are using. Most of the time payments do not go through because they have failed the 3D secure stage.
3D secure is the additional verification part of the transaction which you set up with your bank. It requires you to enter a password or PIN. The transaction will fail if 3D Secure has not previously been set up or if you have entered the wrong password or PIN.
The other common problem comes from attempting a transaction from outside the UK. It is very common for banks to block international payments as a security measure.
A simple call to your bank or card company to verify that you are indeed attempting or order from overseas will allow them to remove the block and re-attempt your purchase.
The quickest solution is to pay via PayPal at checkout. You do not need to have a PayPal account, it can also act as a gateway to complete your transaction using any of your credit cards.
It is rare we have an issue with our website, but in the event of an error please email [email protected].
How do I know I have successfully placed my order?
You will receive an email confirmation as soon as your order has completed. Please check any junk filters if you have not received anything.
Do I have to pay for Customs / Import charges?
Each and every export is unique. Charges depend on your local customs office and country.
How do I return / exchange my order?
If you would like to return or exchange your order, please contact us by email within 14 days of the date of purchase. We will need to issue an RMA label in order for you to return the item. Items taken back to store without an RMA label will not be accepted.
Do I have to pay for return shipping?
Yes, we are unable to cover the return shipping in either direction.
How long will it take to receive my refund?
As soon as we have received the returned item and it has been checked and confirmed to be unused and in re-sellable condition we will process the amount. It will then take 1-5 days to appear back into your account depending on the card company you are using.
What do I do if my umbrella has arrived damaged or faulty?
If it has arrived damaged or faulty then please contact us immediately.
Do you offer a repairs service?
Yes. Please download our Repairs Form. All the information you should need is on there. NB: we can only repair our own umbrellas.
Do the umbrellas come with a warranty?
Yes, please view our warranty information here
My umbrella is out of warranty, how much will a repair cost?
Each and every umbrella that requires repair is different. We need to inspect the umbrella to give you an accurate cost. There is, however, a rough price guide on the repairs form that you will need to complete before you send your item to us. Please note, we do not make money on repairs our aim is to simply get you back up and running.
My umbrella is in/out of warranty and requires a repair charge. I am deeply unhappy.
We will happily take responsibility for any issues that are down to fault or poor craftsmanship. Such issues generally arise at the beginning of its life which is why we have a 1 year warranty. We unfortunately cannot be there to guide you throughout the relationship with your umbrella. It is the customer’s responsibility to care for the umbrella as instructed. We cannot cover any issues caused from misuse or wear and tear.
Before the turn of the century, there were umbrella repairers dotted throughout London. You would take your umbrella in to be serviced in the same way you would have your shoes fixed and re-heeled. Shoe repairers still exist but umbrella repairers are a thing of the past. Within time even a beautifully-made pair of British Brogues may require some attention. The same applies to our umbrellas.
Our returns and repairs rate is extremely low because we take pride and care in making a quality product. If you follow all our tips on Umbrella Care, you will minimise the risk of your umbrella needing attention. That care is the key to making your product last a lifetime.
I have lost / damaged part of my umbrella, can I order new parts?
We can replace Ferrules and Leather Fasteners (and brass parts). We do not offer spare ribs, handles or sticks. If you require those parts for your umbrella , it will need to be returned to us for repair.
How long will my repair take?
We collate all umbrellas and take them in for repair at the end of each month. From that point it generally takes a further 2-4 weeks depending on when the repair is scheduled in. If we require specific parts that are not in stock, this may take longer.
Will I receive a receipt once my umbrella has been taken in to repair?
Yes, you will receive a job number via email.
Do you offer a gift wrapping service?
We do not offer gift wrapping, however we do offer gift bags with a gift note for a small additional cost.
Is there someone who can repair my umbrella near me?
We are unaware of any 3rd party umbrella repairers.
I am planning to travel with my umbrella, are they allowed on airlines?
In general umbrellas are classified as personal items and allowed as carry on. They can also be checked in. It is best to double check with the Airline first. Should you be purchasing from our London store and wishing to fly back with it, we can give you a travel box (with handle).
How should I care for my umbrella?
An illustrated guide is available here
The umbrella I want is out of stock, how long will it be until it is available to purchase?
We will usually indicate on the product page an estimate of when the item will be back in stock. If this is not the case, please email us
Can I preorder out of stock styles?
We do not take pre-orders but you can sign up for an email notification as soon as the item is back in stock. They are then available on a first come, first serve basis.
Is there a store near to me that sells London Undercover umbrellas?
Please visit our stockists page.
Can I make bulk orders for a special occasion?
Yes, and we may be able to offer you a discount on larger orders. Please email us with your enquiry.
Can I order a bespoke design?
We do not make bespoke one-off / single-unit umbrellas. We do make larger bespoke orders (see below).
Do you make umbrellas for corporate events / can I print my logo on to an umbrella?
We do make specials & corporate umbrellas in larger quantities (100+). If you are interested in this service, please contact our bespoke team.
I am interested in becoming a stockist of London Undercover, who is the best person to speak to?
We are always interested in supplying great stockists around the world. If you feel your store could be a good fit then please email our Wholesale team.
Please provide as much information as possible about your store, location, brand-mix and any images you may have.
What payment options do you accept?
We take Visa, MasterCard, Maestro, American Express, Union Pay , JCB and PayPal.
Can I use a London Undercover gift card online and in store?
Gift Cards will be available shortly.
Can I amend my order once it has been placed?
As we make an effort to ship items as soon as we can, it is safer to make sure you choose the correct item first time.
If you have made a mistake please email [email protected] and we will make every effort to amend your order should it still be with us.
I purchased my umbrella at a London Undercover stockist, can I return it to you?
Any items bought from one of our stockists will need to be returned directly to them.
Can’t find the answer to your question? feel free to contact us, we are always ready to assist you with any questions you may have in mind.