Returns & Exchanges

OUR RETURNS POLICY

If you’ve changed your mind or you’re not completely happy with your purchase, you can return it to us under your chosen method and responsibility within 30 days for a refund or if you wish to exchange it. Items must be in their original condition, unwashed and unworn with tags intact.

It really does help us refund or exchange your order more quickly if you could ensure all the right details are filled in. And don’t forget to put the completed returns form inside the parcel when you send it back! Otherwise that really is a detective job for us…

Please note that returns may take a little longer for us to work through at the moment, so do permit us up to 10 working days to process them once received. We will do it as quickly as possible – promise!

 

EXCHANGING AN ITEM OR ORDER

Before you send an order or an item back for an exchange, please first check that the item(s) you wish to exchange are in stock. Otherwise, it’s exactly the same process as a return. Just be sure to clearly mark on the returns form the size/colour that you are exchanging.

Please note that exchanges may take a little longer for us to work through at the moment, so do permit us up to 10 working days to process them once received. 

 

STUFF YOU NEED TO KNOW ABOUT RETURNS

We don't refund any discounts or multibuy discounts applied to the order, or P&P charges if you have paid for them. Shipping charges, if you have paid for them, will not be refunded on a return. We are not liable for any missing returns without a tracking number or proof of postage – so make sure you keep the confirmation! Our full returns terms and conditions can be found here.

If you believe your items are faulty, you must email us at info@willoughbybay.co.uk with a photo of the fault before sending your return. We do also reserve the right to reject returns if our policy is misused and/or product tags are removed, or the item has been worn or tampered with. Lastly, due to fraud regulations, we can only refund the card used at the time of purchase. 

 

A FEW EXCEPTIONS

Any item(s) bought in our sale must be returned for exchange or refund within 30 days of receipt. We will not accept returns beyond this timeframe, sorry!

Any returns made for orders shipped outside of the UK will be at the customer's cost. Please ensure you have included all of the appropriate customs information with your shipment. We will not bear any responsibility for returned international orders that have been lost in transit.

 

AMERICAN EXPRESS CUSTOMERS

Please be aware that refunds to any American Express account may take an additional 5 working days to be processed. We’re not sure why, they just seem to take a little longer!