Returns & Cancellations

We are sure that you will be delighted with your purchase/s but if for any reason you are not satisfied then please contact us.

To cancel or return an item please contact us via our contact form or email. Please ensure that you provide a clear statement that you wish to cancel &/or return your order together with the reason you wish to cancel &/or return your order, your order number, your contact details (email & postage address) & details of the products you wish to cancel.

• We comply with the ‘Consumer Contracts Regulations UK’.
• Whilst the below policies apply to many of the items that we sell there are often exceptions due to the nature of some of the goods that we sell & services we offer. For instance, certain antique, vintage, bespoke, custom, personalised & perishable goods (Eat Me Edibles) as well as items on Hold/part of a customers ‘Build a Box’ (please see our Wicksteads Facebook group for more details on how to build a box) are exempt from these policies. Please contact us if you have any queries about your purchase.
• Unwanted products may be returned for a refund or exchange, providing our terms & conditions for returns is permitted & followed & they are in their original, unused & saleable condition. The removal of any seals & security packaging will be taken as evidence of use of a product by you and the product cannot be returned in these circumstances. Please note that your right to cancel or return a product does not apply to non-returnable products listed below.
• Please read our Returns Policy in full if you wish to return an item/order. Certain items are non-returnable or unable to be cancelled.
• Prior to returning your products to us, you are obliged to keep & take reasonable care of them.
• Please note that your right to cancel or return an item/order does not apply to certain types of products. (Please see our non-refundable & non-cancellable products list below)
• Returns & Refunds will not be issued or accepted when: 14 days has passed since our UK & EU Customer has received their order or 7 days has passed since our International Customers have received their order.
• Return shipping cost must be paid by the customer/receiver of the item/order. We will not issue a refund for the price of return shipping.
• If a promotional discount or coupon code was applied to your original order, the same discount will be applied to each product of your order upon return. You will only be refunded the amount that you originally paid for your order or any given product.
• Any free promotional gift given with your order or free gift/s given through a coupon code with your order must also be returned if you are returning the product(s) to which the gift relates.
• If you fail to return the free gift with your order or comply with our T&Cs regarding free gifts or have already used/opened/removed packaging from the free gift so can no longer return it, the value of the free gift will be deducted from any refund or coupon value you may be given.
• Free Gifts cannot be exchanged for a different product, coupon or refunded.
• If you believe your product/s are faulty, please contact us.

Cancellation

• If for any reason you wish to cancel an order* with us which has not been dispatched yet, you must let us know 2 working days before your order is due to be dispatched, if you have purchased a large order (6+ items) please contact us 4 working days before your order is due to be dispatched. Please see our processing times for more details for when an order is scheduled to be dispatched, please note we do often dispatch orders a lot sooner than quoted in our processing T&Cs. Once we have received notification & you have told us why you wish to cancel your order, a refunded process will be started. Provided the items have not been dispatched or processed for dispatch, then a refund will be processed as per our returns policies please see Returns Policy for more details. *Please note that certain items/orders cannot be cancelled e.g. custom, bespoke, personalised & perishable (Eat Me) goods. Please see our non-returnable products for more details.
• If an order has already been dispatched for delivery or processed for delivery, please wait until you receive your order before starting the returns process. If you wish to receive a refund which is accepted under our returns policy, you must return all items/products which you have received to us in their original condition with all their original packaging. Please see our returns policies for full details.
• Cancellations Refund: If you order has not yet been dispatched & you have asked for your order to be cancelled & you have followed our terms & conditions set out here, then your refund will be processed & refunded within fourteen (14) working days from the day we receive your items/order back, providing your order has not been paid with a Lay-Away plan.
• Any cancelled orders originally paid for with a Lay-Away plan will be refunded minus the initial 25% deposit of the total order.  

Returns

• Products must be returned in their original saleable condition. Products must be unused & in all their original packaging with tags, security seals still attached & intact when they are returned to us. We reserve the right to consider the condition of any product that you wish to return & make deductions if there are indications that the product, its tags, security seals have been used, removed, broken or tampered with.
• If you wish to return the goods* & are a UK or EU customer then please process a return within 14 days after the day on which you receive your order. If you are an International customer please process a return within 7 days after the day on which you receive your order. Items/Orders must be back in our hands within 30 Days from the day in which you receive your order. * This is providing it is an item/order which can be returned, your right to cancel does not apply to products listing in our non-returnable products, please see our Returns Policy for more details.
• Returns & Refunds will not be issued or accepted when: 14 days has passed since our UK & EU Customer has received their order or 7 days has passed since our International Customers have received their order. Refunds may not be issued if the item/order is not received within the 30-day time frame mentioned above.
• Refunds will be provided against the original form of tender. We will not refund to an alternative credit/debit card or alternative PayPal account. Items purchased with a Wickstead’s Gift Card or Voucher will be refunded onto either the original Wickstead’s Gift Card or on to a new Wickstead’s Gift Card.
• Returns Refund: Provided the items have not been dispatched or processed for dispatch, & the return follows our terms & conditions set out here, then your refund will be processed & refunded within fourteen (14) working days from the day we receive your items/order back. For orders of 6 or more items a refund will be processed within twenty-eight (28) working days from the day we receive your items/order back. (it will take us longer to check large orders)
• Return shipping cost must be paid by the customer/receiver of the item/order. We will not issue a refund for the price of return shipping.
• We may reduce your refund, if the products have decreased in value due to the way you have handled them, should this be the case, the amount owed for the decrease in value will be deducted from the amount due to be reimbursed to you. When returning your products to us we suggest ensuring they are packed safely as to help ensure no damage in transit to us, any damage in transit will be deducted from the amount due.
• Refunds & exchanges on purchases made on an event day or/& with a promotional discount will be calculated at the reduced price. If a complimentary gift has been issued with a purchase, the gift must also be returned, this includes samples.
• Once an item/order is returned to us in a saleable condition as stated in these policies. We will refund you the price of your item in full (providing it has not decreased in value as stated in our policies). If you are in the UK & the item you are returning is NOT a Vintage, Antique or any other item noted in our ‘non-returnable list’ we will also refund you our standard/basic postage cost only, we will not refund any additional cost if you opted in for an enhanced service such as guaranteed next day special delivery, Saturday delivery or a courier service. E.g if you chose a guaranteed next day delivery service, we will refund you the price we charge for our standard/basic postage only, not the full price of this added on service. For EU & International orders we do not refund your original shipping costs paid or any applicable local customs duties charged to you by your Country, certain countries permit refunds of custom duties paid on product you subsequently return, however, you will need to apply to your local authority to process that.
• For Vintage, Antique & any other items noted in our ‘non-returnable’ list (if we have agreed you can return them) you will not receive a refund for the original postage cost you have paid.
• For all customers, regardless of which Country you are from, you as the buyer/returner must pay for all return shipping costs. We will not refund you for return shipping costs. Any additional extra paid for Express or Rush Processing services (price paid for us to rush your order past our standard processing time) will not be refunded. If you are only returning part of your order which was delivered to the same address at the same time, then there will be no refund for delivery.
• We will only pay for return shipping, if the products are faulty or miss-described. If you are cancelling your order because we have told you of an upcoming change to the product or these terms, an error in pricing or description. If we have made an error with your order. The maximum refund for deliver costs will be the costs of deliver by the least expensive delivery method we offer. For example, if we offer delivery of a product with a 1-5-day delivery (unsigned) at one cost, but you choose to have the product delivered by a 24 hours delivery at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. (If you choose to send them back by a lower price than our lowest standard shipping method than we offer we will only refund you the price you have paid for postage). To receive a refund for return postage you must include a receipt of the price you have paid for postage, we will be unable to refund you the return price for postage if you have not included this. (You can either put the receipt in the package at the post office/as you post it, or you can email us a photocopy or picture of your receipt this must be clear & readable (no shadows))
• Orders must be returned via the same shipping method we used to original send your item/s to you. E.g if we used USPS 1-2 working day courier to send your order, you must send the item/s back via this same method/shipping company & it must be insured for the full value of the item, failure to do so may mean your return is refused, delayed or a minimum of 25% will be deducted from your refund.
• If your returned item is damaged/defected in any way due to you sending the item back to use using the incorrect shipping method, your refund will no longer be available & store credit may be issued instead, the value will depending on the damage to the original item/s.
• Any free promotional gift given with your order or free gift/s given through a coupon code with your order must also be returned if you are returning the product(s) to which the gift relates. If the free gift/s was given with a minimum spend, you must return all the items with the free gift or at least you must keep items to the value of the minimum the spend promotion as per their specific T&Cs e.g. If the minimum spend is £10, you spent £15 (excluding the price of the free product) & you wish to return a £10 product you must return the free gift/s, but if you are only looking to return the £5 product & keep the £10 product you can keep the free gift.
• If you fail to return the free gift with your order or comply with our T&Cs regarding free gifts or have already used/opened/removed packaging from the free gift so can no longer return it, the value of the free gift will be deducted from any refund or coupon value you may be given.
• When asking for to return or to cancel your order for change of mind, you will be asked to provide proof that you have purchased the item from us here on Wicksteads.com this can be proven by giving us your order number on your order receipt. We will also ask for a picture of the packaging & item you would like to return. Failure to produce either of these may mean we will be unable to accept your refund or cancellation request.
• If you believe your products are faulty, please contact us.
• When asking for a return & refund for a faulty or damaged item, you will be asked to provide proof that you purchased the item from us here on Wicksteads.com this can be proven by giving us your order number on your order receipt. We will also ask for a picture of all the packaging, both the interior & exterior of the packaging & the item that is faulty or damaged you would like to return. Failure to produce either of these may mean we will be unable to accept your refund or cancellation request.
• Refunds for faulty items may not be issued if: Failure to produce proof of purchase, pictures of the packaging as requested or pictures of the faulty/damaged item/s. If the item was listed as faulty/damaged in our descriptions &/or shown in our items pictures (mainly vintage & antique items, please read full descriptions before purchasing to avoid disappointment). If a damaged or faulty item is damage further by yourselves or someone else trying to repair it.
• We reserve the right to examine and compare the returned good/s against the original good/s posted to you, and if we find that they differ i.e. they have been damaged, altered or swapped for similar, we reserve the right to refuse your return/ refund.

Non-Returnable Products
The following products cannot be returned.

• Products that are personalised, bespoke, altered or otherwise made to your specification.
• Custom orders, (including custom quantities, designs, colours, collections, sets & made to measure)
• Perishable goods (including ‘Eat Me Edibles’ & some hampers, gift sets)
• Vintage, Antique & Pre-loved items
• Beauty products and fragrances
• Certain accessories for health & safety reasons (e.g. pierced earrings)
• Gift Cards, Gift E-Vouchers or Vouchers/Coupons
• Event Tickets
• All items purchased to go in a customers ‘Build a Box’
• All items purchased with a Lay-Away plan 

Non-Cancellable Products
The following products cannot be cancelled (if your order has not been dispatched yet).

• Products that are personalised, bespoke, altered or otherwise made to your specification.
• Custom orders, (including custom quantities, designs, colours, collections, sets & made to measure)
• Perishable goods (including ‘Eat Me Edibles’ & some hampers, gift sets)
• Gift Cards, Gift E-Vouchers or Vouchers/Coupons
• Event Tickets
• Items purchased to go in a customers ‘Build a Box’ that have exceeded the 14 days (7 days for international orders)

Returns Process
Orders delivered to the UK or EU should be returned to the returns address on the back of the package you have received, you must dispatch your return within 14 days of your returns request approval. Orders delivered to International locations must dispatch your return within 7 days of your returns request approval, to the returns address on the back of the package you have received.

In order for your return to be processed, you must fill in our Wickstead’s returns form which will be emailed to you upon request of a refund. Failure to do so may mean your return is refused or delayed.

Orders must be returned via the same shipping method we used to original send your item/s to you. E.g if we used USPS 1-2 working day courier to send your order, you must send the item/s back via this same method/shipping company & it must be insured for the full value of the item, failure to do so may mean your return is refused, delayed or a minimum of 25% will be deducted from your refund.

For International returns outside of the EU, there must be a customs label on your package & you MUST mark it with ‘Returned Purchase’ plus the content (see what we put on your customs label for content if you are unsure of what to put). If we are charged customs/taxes for your returned item due to miss labelling we will be unable to accept your order & it will be returned to you, no refund will be issued or we will deduct the customs charge from your entitled refund price.

If you do not see the returns address on the back of your package, please contact us for the address. Please note you will need to provide proof of postage, along with a picture of the original packaging for your order & the item you have ordered & would like to return.

Should you choose to return your order, the price for return postage, as well as the risk, loss or damage to your order on its return journey to us, shall be borne to you.

We reserve the right to change this policy from time to time at our discretion.