Returns & Refunds Policy

Returns Policy

Returns Method

We operate a 30-working-day returns policy, which means that you have 30 days from the date of receipt of your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it — unworn or unused, with tags attached and in its original packaging. You will also need to provide the receipt or proof of purchase.

To initiate a return, please contact our team at contact@winderly.co.uk explaining the reason for your return before sending any item back to us.

Once your return request has been accepted, our customer service team will provide you with the appropriate return instructions. Depending on the shipping carrier and the nature of your return, this may involve a prepaid return label, a carrier-specific return procedure, or another return method arranged by our team. Items returned without first requesting a return, or sent to an address not provided by our customer service team, will not be accepted.

You are always welcome to contact us with any questions relating to returns at contact@winderly.co.uk.

We cover the cost of returns for a period of 30 days from the date of receipt of the order.

There are no restocking fees.

Specific Returns and Refunds Conditions

Change of mind return: If you change your mind after purchase, you may return the product within 30 working days, provided it is unused, undamaged and in its original packaging.

Defective items: If you receive a defective product, please contact our customer service team immediately, ideally within 48 hours, for further instructions. Winderly will cover the return postage costs within 30 working days and will provide a replacement product or a refund.

Damaged items: If the product arrives damaged, please send us photographs of the damage within 48 hours of receipt. We will assess the situation and cover the return postage costs where necessary.

Incorrect item received: If you receive an incorrect item, please contact us within 48 hours and we will arrange for the return postage costs to be covered and ensure that you receive the correct product.

Item not received: If your product has never arrived, please contact us within 48 hours so that we can open an investigation with the carrier. If the product is not located, we will offer a full refund or a replacement product.

Cancellation after ordering: You may cancel your order before it has been dispatched. If the order has already been dispatched, please follow the returns procedure upon receipt of the product.

Policy for Damaged or Defective Items

Upon receipt of damaged or defective items, please contact our customer service team ideally within 48 hours; however, if this is not possible, please contact us as soon as you become aware of an issue. Please send us photographs of the defect or damage. We will inspect the item and, if approved, will provide a replacement or a full refund.

Policy for Undamaged Items

You may return an undamaged and unused product within 30 working days. Please ensure that it is in its original packaging.

This does not apply to personalised items.

Exchanges

Exchanges are accepted. The quickest way to obtain the item you want is to return the item you have, and once the return has been accepted, to place a separate order for the new item.

Timeframes

Returns timeframe: Returns must be notified within 30 working days of receipt of the product. Once your request has been approved, please follow the return instructions provided by our customer service team.

Refund timeframe: Refunds will be processed within 30 working days of receipt and inspection of the returned item. You will receive a confirmation email.

Refund conditions: A refund is approved where the product is undamaged, unused and in its original packaging. Refunds for defective or incorrectly delivered products are approved following inspection.

Refund methods: Refunds are issued to the payment method used at the time of purchase.

Return Instructions

We do not operate a fixed public returns address. To ensure your item is processed correctly and reaches the right destination, please always contact us at contact@winderly.co.uk before sending anything back. Our team will confirm your return has been approved and provide you with the correct return instructions for your specific order.

Trading name: Winderly

Winderly is not currently VAT registered.

Email: contact@winderly.co.uk