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 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 up to 20% of the order total. 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 14 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.

Please note: Customs duties and import taxes cannot be refunded. These charges are paid directly to your local customs authority, not to us, so we're unable to recover or reimburse them.

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.

Black Friday Promotion Returns

During our Black Friday promotion, we're offering free gifts based on your spend:

• Spend £50: Free pair of socks
• Spend £100: Free socks + £20 gift card
• Spend £150: Free socks + £30 gift card
• Spend £200: Free socks + £40 gift card
• Spend £250: Free socks + £50 gift card

If you need to make a return:

If you return all items from your Black Friday order, you'll need to return all free gifts (socks and gift cards) as well.

If you're keeping some items, you can keep the free gifts that match your new order value. For example:

• If you originally spent £200 (received socks + £40 gift card) but return items bringing your total to £120, you can keep the socks but you'll need to return the £40 gift card. We'll then issue you a £20 digital gift card to match your new order value.
• If your returns bring you below £50, you'll need to return all free gifts

Gift cards that have already been used cannot be refunded and will be deducted from your return credit.

To Start a Return

To initiate a return, please ensure you have your order number (e.g. #12345) and one of the following:

To access the returns portal, please click here 

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