FAQs
Returns and Refunds
Here’s everything you need to know about our returns and refunds process.
1. How do I return an item?
We really hope you love every Wands and Whimsy item you purchase, however, if you do need to make a return you’re welcome to do so within 30 days of receipt.
Returns cost £4.50 which will be deducted from your return total. However, if your item is classed as faulty, this fee will be wavered once the item has been checked. For all faulty items please contact us here for a faulty authorisation code before sending your return back to us. Any faulty returns that are returned without an authorisation code will NOT be refunded.
When returning items to us, please include a note inside your return with your order number and the name and address used when placing the order. If you are returning a faulty item, we will ask for a copy of your postage receipt so that this amount can be returned to you. If you are returning an item for any other reason, postage will not be reimbursed.
All returned items must be sent back to us unopened, unused and in their original condition. We reserve the right to refuse an exchange or refund if items are non-saleable. Personalised/Made to Order items are non-returnable / non-refundable.
Please ensure you keep hold of your proof of postage until you have received your refund/exchange. Once your return has been received, we’ll send an email to notify you know that we’ve got your return, confirming the approval or rejection of your refund - please note UK returns can take up to 14 working days to reach us. If your refund has been approved, this will then be processed, and the credit will automatically be applied to your original payment method within 5 working days.
2. Can I exchange an item?
Currently, we do not offer exchanges. However, you can return items to us within 30 days of receipt.
Please make sure to check our returns information above and take note of any non-returnable items before sending your return!
3. Can I return a personalised/made to order item?
Unfortunately not. Once an item has been personalised or made to order, it becomes non-returnable as it’s made especially for you.
If there’s an issue with your order though, please reach out to us here and we’ll do our best to help!
4. What should I do if my refund is incorrect?
If your refund doesn’t look right, please get in touch with us here and we’ll take a look.
Please note: refunds will reflect the £4.50 returns fee per order, and you can also check your original order confirmation to see if any discounts were applied at checkout. This helps us resolve your query as quickly as possible!
5. What do I do if my item is faulty?
An item is considered faulty if it is not of satisfactory quality, not fit for purpose, or not as described. Please note that damage caused by normal wear and tear, accidents, or misuse is not considered faulty, and we reserve the right to refuse a refund in these cases.
If your item is faulty, please do not dispose of or amend it.
Contact us here within 30 days of receipt, including your name, order number, and any images of the faulty item(s). We’ll guide you through the next steps. Do not return the item to us unless instructed by our team with an authorisation code.
6. What items are Non-Refundable?
For hygiene and safety reasons, the following items cannot be returned or refunded:
- Cosmetics
- Pierced jewellery
- Personalised products (made just for you!)
Please make sure you double-check before buying these items!
7. Will my original postage costs be refunded?
Postage is only refundable if your whole order arrives damaged or faulty. Otherwise, postage isn’t included in refunds.