Returns Policy

All returns and exchanges must be processed through our self-service portal.

Start a return or exchange

You'll need your order number (e.g. #12345) and one of the following: the email the order was placed with, the phone number used, or the postcode.

When sending your parcel back, please clearly mark the goods as RETURN on any customs paperwork and declare the correct value of the items. We're unable to cover customs charges on return packages.

Returns

  • Return within 30 days of your order being fulfilled for a refund
  • Items must be unworn, in original packaging with tags attached, and free of excessive pet hair. Items returned in poor condition may incur a cleaning or restocking fee
  • Return shipping is paid by you. We recommend a tracked service so you have proof of delivery
  • Original shipping charges and customs duties are non-refundable, unless a parcel is lost or undelivered due to a fault on our end
  • Returns can take up to 14 business days to process from the date they arrive at our warehouse

Exchanges

  • Exchanges must be requested within 30 days of dispatch through the portal
  • All UK exchanges are free
  • For international exchanges we reimburse up to 20% of your order total towards return shipping. E.g. if your order was £120, we'll cover up to £24
  • Stock is only reserved once your exchange is processed by us
  • Because we operate on a pre-order model, exchanges can take up to 14 working days to ship
  • If we're unable to fulfil your exchange, we'll contact you directly

Store credit

Not sure whether you want a refund or an exchange? Take store credit instead and decide later. We'll add 10% on top of whatever you paid.

  • Issued as a gift voucher sent to your email. It never expires and can be used on any order
  • If your exchange item is out of stock, we'll automatically issue store credit for the value of your return rather than holding you in a queue

More info

Items not in original condition

Items returned without tags, in poor condition, or not properly packaged may only be partially refunded. Damaged goods are not eligible for a refund.

Sending your return

Always use the returns portal. Returns sent without using the portal risk being delayed or lost. Include a note with your order number inside the package.

Customs and import taxes

Customs duties are built into the checkout price for international orders. This means your refund will not include the customs portion of your original payment, so the total may appear lower than expected.

Missing parcels

If your order hasn't arrived, get in touch as soon as possible. Report missing UK parcels within 5 days of the expected delivery date, and international parcels within 7 days, so we can investigate with our courier partners.

Return to sender

If a parcel is returned to us because it wasn't collected, an incorrect address was provided, or delivery was refused, we reserve the right to deduct the actual return shipping cost from your refund.

If your parcel was returned due to a courier error or something on our end, we'll reship at no extra cost. We're unable to collect parcels sent to the wrong address.

If we haven't heard back from you after our second email, we'll issue a refund as store credit.

Questions? Email hi@wawwa.co