Willmere 74 Marylebone Lane, London, W1U 2PW, United Kingdom Customer Service: contact@willmere.shop

Last updated: 19 July 2026

At Willmere, your satisfaction matters to us. If you're not completely happy with your purchase, we're here to help. This policy explains how returns, exchanges, and refunds work for orders placed on willmere.shop.

1. Our Returns Promise

We accept returns for both defective/faulty items and non-defective items (for example, if you simply changed your mind). You do not need to provide a reason for returning a non-defective item, though we're always glad to hear your feedback.

2. Return Window

You have 30 days from the date you receive your order to request a return or exchange.

3. Eligibility Conditions

To be eligible for a return, items must be:

• New and unused, with all original tags and packaging intact
• Not damaged, worn, altered, or washed (unless the item was received defective or faulty)
• Accompanied by proof of purchase (order number or confirmation email)

Items that do not meet these conditions may be refused, or a partial refund may be issued at our discretion.

4. How to Start a Return

To begin a return or exchange, please contact us at contact@willmere.shop with your order number and the item(s) you'd like to return. Our team will confirm your eligibility and provide return instructions.

You can also review full details of our policy at any time here: willmere.shop/policies/refund-policy

5. Return Method

All returns are sent by mail to the address provided by our customer service team once your return is approved. Please do not send items back without first contacting us, as this may delay processing.

6. Return Shipping Costs

The customer is responsible for the cost of return shipping, unless the item received was defective, faulty, or incorrect, in which case Willmere will cover the return shipping cost.

7. Restocking Fees

We do not charge any restocking fees. You will not be charged extra for returning an eligible item.

8. Exchanges

We're happy to offer exchanges for a different size, colour, or item of equal value, subject to stock availability. To request an exchange, follow the same process as a standard return and let us know which item you'd like instead.

9. Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are processed within 5 business days and issued to your original method of payment. Please note that it may take additional time for the refund to appear in your account, depending on your bank or card provider.

10. Defective or Damaged Items

If you receive an item that is defective, damaged, or not what you ordered, please contact us at contact@willmere.shop within 30 days of delivery, including your order number and, where possible, a photo of the issue. We will arrange a free return, replacement, or full refund, including any original shipping costs where applicable.

11. Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account or card statement again.
2. Contact your bank or card provider, as processing times can vary.
3. If you still have not received your refund, contact us at contact@willmere.shop and we'll be happy to look into it.

12. Contact Us

For any questions about returns, exchanges, or refunds, please reach out to our customer service team:

Email: contact@willmere.shop Address: 74 Marylebone Lane, London, W1U 2PW, United Kingdom Policy URL: https://willmere.shop/policies/refund-policy