Return & Refund Policy
Returns Period
You may request a return within 30 days of receiving your order. Return requests made after this period may not be accepted.
How to Start a Return
To start a return, please contact our customer support team at info@wilsonandcolondon.com and include your order number. Your order number can be found in your order confirmation email or on your invoice.
Once your return request has been reviewed and approved, we will provide you with the relevant return address and instructions on how to send your parcel back to us. Please do not return any items without prior approval, as unauthorised returns cannot be accepted.
Return Eligibility
To be eligible for a return, items must be returned in their original condition. This means they must be unworn, unused, unwashed, undamaged, and returned with all original tags, labels, liners, packaging, and accessories where applicable.
Returns may be refused if the item shows any signs of wear, use, washing, damage, marks, odours, or missing parts.
Return Shipping and Customs
For returns due to a change of mind, incorrect size selection, or an exchange request, the customer is responsible for all return-related costs.
This includes:
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Return postage costs
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Customs duties, taxes, and import charges
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Courier handling fees
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Correct customs documentation
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Choosing a tracked shipping service that supports international customs clearance
Approved returns must be sent to our designated returns facility, which may be located outside the United Kingdom or the customer’s country of residence.
We are not responsible for return parcels that are delayed, lost, refused, returned, or held by customs due to unpaid charges, incomplete documentation, or an unsuitable shipping method.
Restocking Fee
A 15% restocking fee will be deducted from approved refunds. This fee helps cover the costs of receiving, inspecting, processing, and returning items to stock.
The restocking fee may also apply to:
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Refused deliveries
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Unclaimed parcels
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Parcels automatically returned to sender
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Unopened packages returned to us
Damaged, Faulty, or Incorrect Items
Please inspect your order as soon as it arrives. If your item is damaged, faulty, or not the item you ordered, please contact us immediately at info@wilsonandcolondon.com.
We may ask you to provide photos or further details so that we can assess the issue and arrange an appropriate solution.
Where the issue is confirmed to be our responsibility, the restocking fee may be waived. Each case will be reviewed individually.
Exchanges
The quickest way to exchange an item is to return the original item first. Once your return has been approved, you may place a new order for the item, size, or colour you would prefer.
Order Cancellations
Orders may be cancelled within 15 minutes of purchase.
After this period, your order may already have entered processing. Once processing has begun, cancellation requests are not guaranteed and may be declined depending on the status of the order.
After delivery, you may request a return in accordance with this policy.
Refunds
Once your return parcel has been received, we will inspect the item within 2–4 business days. If the return is approved, your refund will be issued to the original payment method.
After the refund has been processed, it will usually appear in your account within 3–5 business days, depending on your bank, card provider, or payment processor.
Please note that banks and payment providers may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@wilsonandcolondon.com.
CONTACT INFORMATION
Email: info@wilsonandcolondon.com
Phone: +44 74 1282 2582
Customer Service hours:
Monday to Friday: 9am - 5pm
Saturday and Sunday: Closed
Store name: Wilson & Co London
Warehouse Address: 115 Lothrop St, London W10 4JA, United Kingdom
Company name: VEVA ECOMMERCE
Company nr: 99916959
Company Address: Wethouder Kortingstraat 6, 5854PN Bergen L, The Netherlands