Theunionproject Reviews 

Item hasn’t arrived and have received no reply when contacting email / IG.

I recently ordered a pair of nudie jeans from the union project and mistakenly put the wrong address and the item was returned to sender. Nigel at customer service was highly proffesional and personable in re arranging my delivery. Top tier memorable customer service will order from UP again with no hesitation. 👍🏼

Order cancelled and refunded with no reason given! Would like to have known the reason why.Not a good look.

The Union Project has been a great clothes shop which has become my shopping destination for the past 12 years as they’ve been the exclusive outlet for the Carhartt brand in Cheltenham.

The staff have never failed to be helpful, and the range of clothing has been consistently fresh and interesting. Losing this shop is to Cheltenham’s
Detriment and I very much hope the business can continue in new premises in town. I am saddened at the loss of the shop.

The Union Project offer affordable luxury and go that extra mile to ensure their customers expectations are exceeded.

You cant go wrong buying from the amazing selection of high quality fashionable goods on offer.

Enjoy the amazing retail experience

My experience with this store has been disappointing. The website design and user experience are problematic, particularly on mobile. Important information, such as whether an item is a “second” or non-returnable, is not integrated into the product title or description. Instead, it appears in a separate block below the “Add to Cart” button, and on mobile, below the checkout/Apple Pay buttons, making it easy to miss unless you have a need to scroll down. It is further confusing because it is sandwiched between a tracked returns icon.

On top of that, customer service was slow and difficult to reach. The WhatsApp link did not work, my email went unanswered, and I only received a response after following up on social media.

I bought a couple of items in the sale and reasonably expected them to fall under the standard sale returns policy. However, when I tried to return them, I was told they were classed as “slight seconds,” which apparently can include previous customer returns. This was a complete surprise, as nothing in the item title, description, or category indicated they were seconds. They arrived looking like regular new stock with all labels intact—I simply needed to return them because they didn’t fit.

There is a non-refundable notice, but the information is not front and centre: it sits beneath the checkout/Apple Pay buttons, meaning it’s extremely easy to miss, especially on a phone, where the layout encourages a fast checkout without scrolling.

For future shoppers: a significant amount of the women’s stock particularly highly discounted item appears to fall under this “seconds” and non-refundable policy. So if the discount seems generous, there’s a good chance you won’t be able to return the item, even though it’s not clearly presented as seconds.

By the time customer service finally responded, I was told it was my error and that nothing could be done. I was left frustrated, out of pocket, and very disappointed.

I won’t be shopping here again.