all-up-and-on › Customer Services › Orders & Returns

• How do I change or cancel an order?
• Order tracking
• Returns, refund and exchange procedures
• There is something wrong with my order when or after it was delivered

If you wish to change or cancel your order before it has been despatched please contact our Customer Service team with your request.
Orders cannot be cancelled after they have been despatched, however you may return your items. Please read our how to make a return information.

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During each stage of your processing we will keep you informed by email.
Please ensure you set your email junk/spam filtering to accept emails from allupandon.co.uk

You may also check your order's status online, click here to visit your order history.

No status - means your order is waiting to be processed.
Processing - your order is being processed
Waiting for stock - your order has been processed and was out of stock. You should have received an email explaining this, if not please check your junk/spam folder. Once your item(s) arrive in stock they will be despatched to you as quickly as we can.
Ready to despatch - your order is being prepared for sending to you in our warehouse.
Part despatch - not all of the items from your order were in stock, we have sent you some of the items and we are waiting for the rest to arrive. You should have received an email explaining this, if not please check your junk/spam folder. Once your item(s) arrive in stock they will be despatched to you as quickly as we can.
Despatched - your order has been sent to you. You should have received an email giving you the parcel tracking details, if not please check your junk/spam folder.
Cancelled - You or we have had to cancel your order. If this is not what you are expecting please contact our customer service team.
Complete - your order is complete, we thank you for shopping with us.

If you have any questions about the above please contact our Customer Service team.

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We hope you are happy with every purchase you make with all up and on. However we understand on occasion there are reasons for wanting to return products to us.

We are happy to receive back for refund products that are still as good as new, including all seals and packaging, up to 28 days after you received the items.

For customers in the UK they may also take advantage of the buying at distance law, whereby you have the right to cancel your order within 7 working days from the day after receiving the items. In such cases items are to be returned in as good as new condition, including all seals and packaging. For details of your rights to cancel internet orders please visit http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html.

To make a return to ALL UP AND ON you must first tell us your intention and give us a reason why. We will then issue you with a RRN (Return Request Number). This number is important for tracking your order through the return system, returns made without one may not be processed.

Click here to request a RRN

If your items are faulty or damaged in any way, please follow the same returns process. Once we receive your request we will contact you to discuss options on ensuring you receive a fully working and functional product.

Original delivery charges are only refunded if the faulty or damaged item is returned for a full refund. If a replacement is sent no further delivery charges are made. At our discretion we may be required to collect faulty or damaged items from you, no charges are made for this service.

For some larger items we understand you may not be able to arrange for their return. In these situations we can arrange for our courier to collect for a non profit making charge. You will be required to make available the items within a timed window for the courier company to visit. Our courier service is operated by a third party company and there are limitations to the services we can therefore provide.

If you are entitled to a refund we will gladly reverse your original payment within 21 days of receiving the returned items. Refunds cannot be made in cash or by cheque.

Please note we cannot be held responsible for any loss occurred as a result of use or application of the product and our maximum liability to you will be the price paid for the products (including original delivery charges if appropriate). It is also your responsibility to read the manufacturers instructions before using the product as failure to do so could invalidate the manufacturer’s warranty.


We kindly ask you to respect the return of items as much as we have while sending them to you. Please package returns to us in as much packaging as used to originally get the goods to you.

If you find you would like to make a return after the 28 day period please contact customer services to discuss your options. We would usually offer an exchange for unused products.

Business to Business customers are not eligible for any of the above refund policy, under our terms with your sale you may not return any unwanted items.

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If after receiving your order you discover your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, contact our Customer Service.

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