Personalised Orders

Personalised pieces are made especially for you, so they need a little more time before they're ready to leave us.

We aim to dispatch personalised orders within 7–10 working days.

If your order contains both personalised and non-personalised items, your complete order will normally be dispatched together once your personalised item is ready.

Please check all personalisation details carefully before placing your order.

Returns

We hope you'll love your Wilby Lane order, but we understand that sometimes something isn't quite right.

If you'd like to return an eligible item, please contact us within 14 days of receiving your order. You'll then have a further 14 days to send your return back to us.

Please return items unworn, unused and, wherever possible, with their original tags and packaging. You're welcome to inspect your purchase as you would in a shop, but handling beyond what's necessary to check an item may affect the refund amount.

For change-of-mind returns, customers are responsible for arranging and paying their own return postage. We recommend using a tracked service and keeping proof of postage.

Please contact us before returning an item so we can provide the correct returns address and instructions.

If you cancel and return your entire eligible order within the statutory cancellation period, we'll refund the original delivery charge up to the cost of our standard delivery service. Any additional charge for Express delivery is not refundable.

If you return only part of an order, the original delivery charge will not normally be refunded.

Exchanges

We don't currently offer direct exchanges. If you'd like a different size or product, please return the eligible item for a refund and place a new order.

New orders are subject to current pricing and availability.

Personalised Items

Because personalised products are created especially for you, they cannot normally be returned or exchanged if you've simply changed your mind.

This does not affect your rights if an item is faulty, damaged or not as described.

Faulty or Incorrect Items

If something isn't right with your order, please contact us as soon as possible and we'll put it right.

If your item arrives faulty, damaged or isn't what you ordered, please include your order number and, where helpful, a photograph showing the issue.

We'll arrange an appropriate resolution in accordance with your consumer rights, including covering reasonable return postage costs where applicable.

Refunds

Refunds will be made to your original payment method without undue delay and no later than 14 days after we receive your returned goods, or 14 days after you provide satisfactory evidence that you've sent them back, whichever is earlier.

We may withhold the refund until we've received the goods or satisfactory evidence of their return.

Your statutory rights are not affected.

Need Some Help?

For more detailed information about cancellations, returns and your statutory rights, please see our full Refund Policy. If you have any questions about delivery or returning an order, please get in touch through our Contact Us page and we'll be happy to help.