Refund Policy
We have a 28-day return policy, which means you have 28 days after receiving your item to return. If you are not completely satisfied with your online purchase, you have 28 days from the date of delivery to return your item(s) back to us. Once we have received your parcel we will usually process your return/exchange within 3-5 working days. Please allow 7 working days after this for the money to show in your bank account.
Return Conditions:
To be eligible for a return, your item must be in the same condition that you received it. All items must be returned in their original, unworn/unused condition, complete with tags & labels. Please note returns will only be accepted if the tags remain attached and all other requirements are met. Returns will be processed at the company's discretion.
Products including underwear, swimwear, earrings, water bottles and grooming products are non-returnable for hygiene reasons. You’ll also need to include the return's form, completed with the correct information, in your return parcel.
Return Costs:
Unfortunately, due to being a small business, we are unable to offer a free returns process at this time. Any cost of returning will need to be covered by the customer unless the item is faulty and the return is prearranged with the store.
Please Return to:
Woven Durham Returns
21 Elvet Bridge
Durham
DH1 3AA
How to Return:
Please complete the returns form that is in your order and include it in your return parcel. If you need a new form click here. Returns can be sent with a courier of your choice, however, we encourage you to use a tracked and signed-for service to ensure the safe return of parcels.
Woven does not take any responsibility for returns that are lost or not tracked by the customer.
International orders must be clearly marked 'RETURN TO SENDER'as we are not liable for customs and duties for items sent back into the UK. In circumstances where the parcel is not marked as 'RETURN TO SENDER', we will contact you to advise of any customs and duties charged and deducted from your refund.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, this usually takes up to 72 hours after we have received your return parcel, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can 3-7 working days for your bank or credit card company to process and post the refund back into your account.
If you have not receive a refund after that time, please contact us at web@wovendurham.co.uk.