Returns & Refunds
Of course, we hope you are delighted with your purchase, but if you are not, you can return any item within 30 days of receipt, provided the products are returned complete, in perfect condition, unused, unwashed and with their original packaging.
MADE TO ORDER & BESPOKE PRODUCTS
Please note that for customised orders and made-to-order products we can only process refund requests when the item or product received is defective or faulty. This includes but is not limited to:
- made-to-order customised beanbags
- custom pouffes
- shearling cut-to-size
- made-to-order footstools
- custom-made rugs
At Wildash London, we understand the importance of ensuring that every detail of your bespoke or custom-made product is just right. To assist you in making the perfect choice, we highly recommend requesting a swatch before placing your order. This way, you can be confident that the material and colour meet your expectations.
Before finalising your bespoke or custom-made order, we also advise measuring your space carefully to ensure that the item will fit seamlessly into your home.
Should you find the need to return a made-to-order item, we kindly ask that you reach out to us at firstname.lastname@example.org within 14 days of receiving your order. Please note that in such cases, a deduction of 20% will be applied to your refund to partially cover the costs incurred by us in the creation of your custom item.
We appreciate your understanding and are committed to ensuring your satisfaction with every Wildash London purchase.
Unfortunately, we cannot accept returns for personalised products. In the very unlikely event you are dissatisfied with your product, please get in touch with us immediately at email@example.com to explain what went wrong and try to resolve the issue to satisfaction.
With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.
Once returned items have been received, a full refund will be issued to the payment method originally used to purchase the items.
ONLINE STORE PURCHASES
We are more than happy to issue refunds, which will either go back onto the original payment used when the purchase was made, or can be issued as store credit. Whichever you prefer.
Please note we are not able to refund any postal charges unless the order you received was faulty or damaged (please see below for further details).
Unfortunately, we cannot offer exchanges for orders placed online. Please return your item/s by post or in store and place a new order.
IN STORE PURCHASES
Any in store purchases are eligible for return for a 30 day period from purchase date. You can choose either to bring in your purchase or back to our store in Notting Hill or ship your return to our Returns Department.
Your refund will go back onto the original payment method used when the purchase was made, or can be issued as store credit. Whichever you prefer.
RETURN TO STORE - FREE
You can return an item to our store in Notting Hill (if retail outlets are open!). It is best to have your receipt or confirmation email with you, but often we can process a refund without a receipt. If you are in any doubt, please get in touch before coming down to see us.
If you like, you can also return an item purchased in store to our Returns Department via Postal Service or Courier. Please see below for further details on how to return using this method.
RETURNS BY POSTAL SERVICE OR COURIER
We provide an easy online returns service that can be found here: Return an Item
To ship your purchase back to us, please ensure you complete and enclose your returns slip with the items you are returning or use the above link. Please also include a telephone number and email address just in case we need to contact you about your return.
You are welcome to use any service to ship your parcel back to us. Please note that unfortunately, we only currently provide prepaid shipping labels for damaged or faulty items, so any shipping method you choose will be payable by you.
Please ensure your keep a copy of your proof of postage (take a picture of your receipt on your phone!), as we are only responsible for the return once it has been received back to us.
If you do not have your returns slip, please include a letter in your parcel with the following information:
What You Are Returning & Why
Please ensure your items are wrapped well and ship your items back to the following address:
4 Exmoor Street
London, W10 6BD
We will let you know by email or text message as soon as we have processed your return. Please bear in mind we are a small family run business, so it can sometimes take a few days for us to process your return. Thank you for you understanding!
For further information about our Returns Policy, please check out the Returns Section in our FAQ.