Returns, Refunds & Cancellations Policy

At Wilson & Co London, we strive to provide a clear, transparent, and straightforward shopping experience.

Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms and conditions outlined below.

1. Return Period

Eligible items may be returned within 30 days after delivery, provided that they meet the requirements described in this policy.

2. Conditions for Returns

An item is eligible for return when:

• It is unused, unworn, and undamaged

• It is in its original condition

• All original labels and packaging remain intact

• The return request is submitted within the 30-day return period

• The return is authorized in advance by our customer service team

Customers may try on an item to check the fit, just as they would in a physical retail store.

If an item shows visible signs of wear, washing, or damage, a deduction may be applied to reflect the reduction in the item's value.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged or defective, or if you receive an incorrect item, please contact us as soon as possible and preferably within 14 days after delivery so that we can review and resolve the issue as quickly as possible.

To report an issue, email info@wilsonandcolondon.com and include:

• Your order number
• Clear photographs of the item and its original packaging
• A brief description of the issue

Please do not return the item before receiving instructions from our customer service team.

Damaged or Defective Items

If an item is confirmed to be damaged or defective, you will not be required to return it. You will be offered either:

• A free replacement; or
• A full refund to your original payment method

The available resolution will be determined after we have reviewed the information and evidence provided.

Incorrect Items

If you received an item that is different from the item you ordered, we will send the correct replacement to you at no additional cost.

Please contact us as soon as possible and preferably within 14 days after delivery if an item is damaged, defective or incorrect, so that we can review and resolve the issue promptly.

4. Items Excluded from Returns

Returns are not accepted for:

• Items with broken or removed hygiene seals

• Personalized or custom-made products

• Items damaged through improper use

Underwear, shapewear, and bras are non-returnable after the hygiene seal has been removed.

5. Return Shipping & Restocking Fee

All approved returns must be sent to the Warehouse Address provided by our customer service team.

Please do not return any products before contacting us, receiving return authorisation and obtaining the correct Warehouse Address.

Returns sent without prior authorisation or to an incorrect address may not be accepted or processed.

Return Shipping Costs

For standard returns, including returns due to a change of mind, personal preference, fit or an incorrect size selected by the customer, the customer is responsible for the return shipping costs.

This does not apply where an item is confirmed to be damaged, defective, incorrect or not as described. These cases are handled separately under Section 3.

Returns must be sent using a tracked shipping service. You should retain the tracking number and proof of shipment until the return has been fully processed.

Wilson & Co London is not responsible for returned packages that are lost because an untracked shipping service was used, except where otherwise required by applicable law.

Damaged, defective and incorrect items are handled separately in accordance with Section 3. Please do not return these items unless instructed to do so.

Restocking Fee

A 15% restocking fee applies to all approved standard returns.

This fee covers the inspection, processing, and inventory-handling costs associated with the return.

The same 15% restocking fee applies to:

• Unopened packages

• Packages refused at the time of delivery

• Packages left unclaimed and automatically returned to us

Exceptions

The 15% restocking fee does not apply to an item that has been confirmed as damaged or defective under Section 3.

The restocking fee also does not apply when an incorrect item is handled through the free replacement process described in Section 3.

Each claim is reviewed individually.

6. How to Start a Return

To request a return, email info@wilsonandcolondon.com and provide:

• Your order number

• The item or items you would like to return

• The reason for the return

• Clear photographs when reporting a damaged, defective, or incorrect item

• Your full name

• Your shipping address

Our customer service team will provide further instructions within 24 business hours, Monday through Friday.

A return is not considered approved until you have received written authorization and the applicable return instructions from our customer service team.

Items sent back without prior authorization may not be accepted or processed.

7. Order Cancellations

Orders may be cancelled within 15 minutes of purchase.

Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order.

After delivery, a return may be requested in accordance with this policy.

8. Refunds

After your returned item has been received and inspected:

• You will be notified of the outcome of the inspection

• Approved refunds will be issued to the original payment method

• Please allow 5–10 business days for your bank or payment provider to finalize the refund

When applicable, the 15% restocking fee will be deducted from the refunded amount.

Original shipping costs are non-refundable for standard returns.

These deductions do not apply when a full refund has been approved for a confirmed damaged or defective item under Section 3.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

9. Store Credit

In certain circumstances, store credit may be offered at our discretion.

Store credit is non-refundable and may only be issued once per order.

Store credit cannot be exchanged for cash or transferred to another person unless otherwise required by applicable law.

10. Failed Delivery or Incorrect Address

If an order is returned because the customer provided an incomplete or incorrect address during checkout, we may:

• Arrange one redelivery after the package has been returned to our warehouse and the correct address has been confirmed; or

• Offer store credit as a gesture of goodwill, depending on the condition of the returned items

Additional shipping charges may apply before a returned package can be shipped again.

If the returned items are no longer in their original condition, a deduction may be applied to reflect the reduction in value.

Packages that are refused, left unclaimed, or automatically returned may also be subject to the 15% restocking fee described in Section 5.

11. Policy Updates

Wilson & Co London reserves the right to revise or update this policy at any time.

Any changes will become effective immediately after the updated policy is published on our website.

Changes will not retroactively affect return requests that were already approved under an earlier version of this policy.

CONTACT INFORMATION 

Email: info@wilsonandcolondon.com
Phone: +44 74 1282 2582

Customer Service hours:

Monday to Friday: 9am - 5pm (GMT+1)
Saturday and Sunday: Closed

Store name: Wilson & Co London
Warehouse Address: 120 Druid Street, London SE1 2AN, United Kingdom
Company name: VEVA ECOMMERCE
Company nr: 99916959
Company Address: Wethouder Kortingstraat 6, 5854PN Bergen L, The Netherlands