Returns Policy

All returns can be processed via our self service portal.

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Returns can be processed through our returns portal within 21 days of your order being fulfilled.

  • The returned item(s) must be in their original condition, including all packaging and tags, and free of excessive pet hair. A £5 fee will be deducted from your refund if the criteria is not followed.
  • Inside the returned package, customers must include a note with their order number. 
  • All returns must use the returns portal. Any returns sent to us without use of the portal risk delay in the processing of their return or increases the chance of loss. So please, use the returns portal.

 

Exchanges

If you wish to exchange an item then we will cover the cost of return shipping. Please note stock is not reserved for exchanges unless processed using the returns portal. 

If the item you have requested for exchange is out of stock, we will issue you with store credit automatically.  

 

Store Credit

Opting for store credit will result in receiving a gift voucher. Once the gift voucher is issued, the option for a refund will no longer be available.

 

Refund

Refunds can only be processed if returned to us within 21 days of your order being shipped. Returns after this time period can only be exchanged/ given store credit. 

Ensure the item is packaged in their original state with tags included.

Items not returned in their original state, missing tags and not packaged correctly can only be partially refunded. Damaged goods waive the right of a refund entirely.

Once the item has has been received at our premises, we will process and inspect within 7 days, upon which point the refund will be issued automatically upon acceptance.

Shipping charges will not be refunded, and return shipping costs are the responsibility of the customer, unless opting for store credit or an exchange. A return shipping label will be provided, with a £4 fee deducted from the refund to cover the return shipping cost.

 

Custom Made To Order Items

Please note if you wish to return a made to order item, then we will only be able to offer either a replacement (for example in another size or colour) or store credit. If you are unsure whether your item is made to order or not, please check the product details on the product page.

 

To Start a Return

To initiate a return, please ensure you have your order number (e.g. #12345) and the postcode used to place the order.

To access the returns portal, please click here 

Kindly note that return labels are provided for all returns. However, if you opt for a refund, a £4 shipping fee for the returns label will be deducted from your total refund amount.

 

All questions can be sent to: hi@wawwa.co