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Returns

RETURNING ONLINE ORDERS

Wilkies online accepts returns of unwanted items within 28 days of the order being delivered to the shipping address. In the event that you're not at the shipping address to sign for your parcel at the time it's delivered, the 28 day policy will start from that date regardless of when you collect it from the delivery office/collection point. Unfortunately we cannot be held liable for delays in collecting parcels.  To be eligible for a return merchandise must be unworn, unwashed, unaltered and in the same condition that you received it. It must also be in the original packaging with the original tickets attached.

Returns should be mailed to: Wilkies, 113-121 King Street, Castle Douglas, DG7 1LZ. Returned items are your responsibility until they reach our return address so please ensure they are packaged appropriately and returned using a secure service. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. Please remember to include your complete returns form to ensure we can process your refund efficiently.

Once we have received your return your refund will be processed within 14 working days. You will receive an email confirmation that we have received your return and are processing your refund.

In the interest of hygiene we do not accept returns of underwear or jewellery unless of course they are deemed to be faulty then the below faulty returns policy would apply.

We cannot accept online returns in store. Any purchase made online must be returned as instructed above.

 

EXCHANGING ONLINE ORDERS

Unfortunately, we cannot offer exchanges for items bought online. If you would like to exchange your item simply follow our returns process and then place a new order.

 

FAULTY ONLINE ORDERS

Customers are entitled to a full refund up to 30 days after receiving the goods if they are deemed to be faulty. 

If upon receipt of your order you discover any item is faulty please contact websales@wilkies.co.uk with details of the fault including photographs of the fault and a member of the web sales team will respond within 48 hours. If, upon inspection of the images, the item is deemed to be faulty, we will ask that you return the item following our returns procedure and we will refund you the cost of the return postage and send you a replacement item free of charge.

 

REFUNDS TO GIFT VOUCHERS

Any returns which were originally purchased using a gift voucher  will be refunded back on to the voucher. If part voucher orders are made, the voucher will always be refunded first. Any orders placed where a voucher is used as part payment the voucher will be refunded first and the remaining amount refunded to the other payment method used to make the purchase. Vouchers are valid for 12 months and cannot be extended beyond this date. After the expiry date they will be deactivated.

 

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