Refund policy

Returns & Refund Policy (Right to Cancel)

Thank you for shopping at Willmere. We want you to be completely happy with your order. Below you will find details of your statutory right to cancel and our voluntary extended returns policy.

Your right to cancel (Consumer Contracts Regulations 2013)

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period expires 14 days after the day on which you (or a third party you nominate, other than the carrier) acquire physical possession of the goods.

To exercise the right to cancel, you must inform us:

Willmere
74 Marylebone Lane
London, W1U 2PW, United Kingdom
E-mail: contact@willmere.shop
Phone: +447348449827

of your decision to cancel this contract by a clear statement (for example, a letter sent by post or an e-mail). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction (Visa, Mastercard, American Express, Apple Pay or Google Pay), unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Your right to cancel is unconditional — it does not require our prior approval, the original packaging or attached labels.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To:
Willmere
74 Marylebone Lane, London, W1U 2PW, United Kingdom
E-mail: contact@willmere.shop

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*]/received on [*]: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________

[*] Delete as appropriate.

Exceptions to the right to cancel

The right to cancel does not apply to goods that are made to your specifications or clearly personalised, or to sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed after delivery.

Our voluntary extended 30-day returns policy

In addition to your statutory 14-day right to cancel, Willmere offers you a voluntary extended returns period of 30 days in total from the date you receive your order — no reason required. Your statutory rights are not affected by the conditions of this voluntary policy. The following conditions apply only to returns made after the statutory 14-day cancellation period, under our voluntary 30-day policy:

  • Unworn, unwashed and unused
  • With all original tags attached
  • In the original packaging
  • In undamaged original condition

How to return an item

  1. Contact us by e-mail (contact@willmere.shop) or phone (+447348449827) with your order number — for a statutory cancellation your clear statement is sufficient and no reason is required.
  2. We will confirm the return instructions by e-mail. Return address: Willmere, 74 Marylebone Lane, London, W1U 2PW, United Kingdom. Receipt of these instructions is not a condition for the validity of your cancellation.
  3. Pack the item securely (for voluntary 30-day returns, please use the original packaging with all tags attached).
  4. Send it back using a tracked delivery service.

Return shipping costs

You bear the direct cost of returning the goods (the actual postage cost of your chosen carrier) — except for faulty, damaged or incorrectly delivered items. In those cases we cover all costs.

Refunds

For statutory cancellations, reimbursement is made without undue delay and at the latest within 14 days of receiving your cancellation notice (subject to our right to withhold reimbursement until we receive the goods or proof of return). Refunds under the voluntary 30-day policy are processed within 5 business days of receiving and inspecting the item. All refunds are issued to the original payment method (Visa, Mastercard, American Express, Apple Pay, Google Pay). Depending on your bank, the final credit may take a further 3–5 business days to appear.

Exchanges

We accept exchanges. If you would like to exchange an item for a different size or colour, please follow the steps under "How to return an item" and state which item you would like as a replacement. Exchanges are processed subject to availability.

Faulty goods — your statutory rights (Consumer Rights Act 2015)

Independently of the right to cancel and our voluntary returns policy, under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty, you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement (and, if that fails, a price reduction or final right to reject). For faulty or incorrectly delivered items we cover the return shipping costs in full. Nothing in this policy affects these statutory rights.

Non-returnable items (voluntary 30-day policy only)

The following exclusions apply only to our voluntary extended returns policy; your statutory right to cancel and your Consumer Rights Act 2015 rights for faulty goods are not affected:

  • Worn, washed or damaged items
  • Items without original packaging or with missing tags
  • Personalised products
  • Gift cards
  • Hygiene-sealed items where the seal has been opened
  • Items marked as Final Sale

Digital products

Willmere sells physical goods only. We do not offer digital products, downloads or digital content. This returns policy therefore applies exclusively to physical products.

Subscriptions

Willmere does not offer subscriptions or recurring orders. All purchases are one-off single purchases with no subscription commitment.

Restocking fees

We do not charge any restocking fees for returns. Refunds are issued for the full product price paid.

Contact

Store name: Willmere
Address: 74 Marylebone Lane, London, W1U 2PW, United Kingdom
E-mail: contact@willmere.shop
Phone: +447348449827

Customer service hours (UK time)
Monday to Friday: 09:00 – 18:00
Saturday and Sunday: 10:00 – 16:00

We aim to respond to all enquiries within 24 hours.

Complaints and dispute resolution

If you have a complaint, please contact our customer service first — we resolve issues directly and quickly. If we cannot resolve your complaint, you may refer it to a relevant Alternative Dispute Resolution scheme or use the small claims track of the county court. Nothing in this policy restricts your statutory rights.

Last updated: August 2026