Refund policy
Refund & Returns Policy
At WonkiWear, we want you to love your order. But we know that sometimes something isn’t quite right — whether you’ve changed your mind, the fit isn’t right, or something has arrived damaged.
That’s why we keep our returns process as straightforward as possible.
28-DAY RETURNS
We offer a 28-day returns period.
You have 14 days from the day you receive your order to let us know that you’d like to return an eligible item, followed by a further 14 days to send it back to us or complete the return process.
You don’t need to give us a reason for a change-of-mind return.
To start a return, please contact us at:
Please include your order number and let us know which item(s) you’d like to return.
Please contact us before sending anything back. This is particularly important as some of the brands and collections we stock have different return arrangements, and we’ll make sure you receive the correct instructions for your order.
RETURNING YOUR ORDER
Most returns are sent directly to:
WonkiWear Ltd
27a Methuen Road
Poole
Dorset
BH17 7NA
United Kingdom
However, selected products from our guest brands may have a different return process. For these products, we may arrange the return directly with the brand on your behalf.
If this applies to your order, we’ll provide you with everything you need to complete the return, including the appropriate return instructions or return label where applicable.
You don’t need to contact the brand yourself.
Please don’t send an item to an address other than the one provided in your return instructions, as we may be unable to process an unauthorised return.
RETURN CONDITIONS
To be eligible for a change-of-mind return, items should be:
- Unworn and unused
- In their original condition
- Returned with any original tags still attached
- Returned in their original packaging where applicable
- Free from makeup, perfume, deodorant, pet hair, stains or other signs of use
- Accompanied by your order details or proof of purchase
You are allowed to handle an item to the extent necessary to establish its nature, characteristics and functionality in the same way you would be able to in a shop.
If an item has been used or handled beyond what is reasonably necessary and this has reduced its value, we may be entitled to make an appropriate deduction from your refund.
RETURN POSTAGE
For a change-of-mind return, the cost of returning the item is normally the customer’s responsibility.
For selected guest-brand products, the return process may be arranged differently. If a return label is provided as part of the return process, we’ll let you know when we send your return instructions.
We will not charge you a return-label fee where a prepaid return label is provided as part of your return arrangement.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. We’ll provide the appropriate return instructions and, where applicable, arrange return postage at no cost to you.
REFUNDS
Once your returned item has been received and inspected, we’ll confirm whether your return has been accepted.
Approved refunds will be issued to the original payment method used for the purchase.
For eligible change-of-mind cancellations, your refund will include the cost of the standard delivery service originally paid for. If you selected a more expensive delivery option, we only need to refund the cost of our standard delivery service.
We aim to process approved refunds as quickly as possible.
Where the law requires a refund within a particular timeframe, we’ll make the refund within that timeframe.
Depending on your payment provider, it may take a few additional days for the refund to appear in your account.
DAMAGED, FAULTY OR INCORRECT ITEMS
We’re sorry if something hasn’t arrived as it should.
Please contact us at admin@wonkiwear.com as soon as possible if:
- Your item has arrived damaged
- Your item is faulty
- You’ve received the wrong item
- Something is missing from your order
- Your item doesn’t match its description
Please include your order number and, where possible, clear photographs showing the issue.
Please don’t throw away or dispose of a damaged or faulty item before speaking to us, as we may need to inspect it or arrange its return.
Your statutory rights aren’t affected by anything in this policy.
EXCHANGES
We don’t currently offer direct exchanges.
If you’d like a different size, colour or style, the simplest option is to return the original item for a refund and place a new order for the item you’d like instead.
For faulty or incorrect items, please contact us first so we can arrange the appropriate solution.
ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
Some products are excluded from change-of-mind returns because of their nature.
These may include:
Personalised or made-to-order items
Personalised, customised or made-to-order products cannot normally be returned simply because you’ve changed your mind.
This does not affect your rights if the item is faulty, damaged or not as described.
Hygiene-sensitive products
For health and hygiene reasons, certain products cannot be returned once opened or unsealed where the law permits this exception.
This may include certain:
- Beauty and cosmetic products
- Adhesive body jewels
- Temporary tattoos and similar body products
- Earrings and body jewellery
- Other products intended for intimate or direct personal use
If you’re unsure whether an item can be returned, please contact us before opening or using it.
Faulty, damaged or incorrectly supplied products are not excluded from your statutory rights.
SALE ITEMS
Sale and discounted items are eligible for returns in the same way as full-price items unless a specific legal exception applies.
A reduced price does not remove your statutory consumer rights.
GIFT CARDS
Gift cards are non-refundable and cannot normally be exchanged for cash.
If you believe there is an issue with a gift card you’ve purchased, please contact us at admin@wonkiwear.com.
RETURNS FROM ORDERS CONTAINING MULTIPLE PRODUCTS
If your order contains products from different collections or brands, you may receive separate return instructions for different items.
This is because some of the products we stock are fulfilled through our carefully selected guest brands.
Don’t worry — you only need to contact WonkiWear.
We’ll tell you exactly what to do and where each item needs to go.
INTERNATIONAL RETURNS
Customers outside the UK are responsible for any return postage costs associated with a change-of-mind return unless we have agreed otherwise.
If an item is faulty, damaged, incorrect or not as described, please contact us before sending it back so that we can advise you on the appropriate return arrangements.
Please note that customs duties, import taxes and other charges incurred when placing an international order may not be refundable by WonkiWear where these have been paid directly to customs authorities or other third parties.
UNAUTHORISED RETURNS
Please contact us before returning an item.
Returns sent without prior contact or without following the return instructions provided may be delayed or may not be accepted.
We cannot be responsible for items sent to an incorrect or unauthorised address.
For your peace of mind, we recommend using a tracked return service and keeping your proof of postage until your return has been processed.
YOUR STATUTORY RIGHTS
Nothing in this policy affects your statutory rights as a consumer.
Where you purchase goods online, you may have a legal right to cancel your purchase within 14 days of receiving the goods, subject to applicable exceptions. You then normally have a further 14 days to return the goods.
You also have legal rights in relation to goods that are faulty, not as described, or otherwise do not meet the requirements of the Consumer Rights Act 2015.
Where your statutory rights provide greater protection than the terms of this policy, your statutory rights will apply.
HOW TO CONTACT US
If you have any questions about returning an item, please contact us before sending it back.
Email: admin@wonkiwear.com
WonkiWear Ltd
27a Methuen Road
Poole
Dorset
BH17 7NA
United Kingdom
We’ll always do our best to make the returns process as easy and straightforward as possible. 🖤