Refund policy
We have a 28-day return and refund policy, which means you have 14 days after receiving your order to request a refund. You then have another 14 days to return the goods, once you've informed us. Any returns after 28 days cannot be accepted and a refund will be refused.
To be eligible for a refund, your returned item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and a photograph of any damages or breakages, if applicable.
To start a return, you can contact us at hello@woodburyblue.co.uk. Please note that returns must be sent to the following address: Woodbury Blue, 27 Aldersmead Road, Beckenham, Kent BR3 1NA.
We will contact you via email to inform you if your return is accepted. Items sent back to us without first requesting a refund will not be accepted.
You can always contact us for any returns and refund questions at hello@woodburyblue.co.uk.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
Depending on your return method it can take 3-5 working days for your order to arrive back to us. Once processed your refund will then be credited within a further 10 working days depending on your bank or payment method.
If more than 14 business days have passed since we’ve approved your return, please contact us at hello@woodburyblue.co.uk.
There are certain situations where refunds will be refused or only partial refunds granted (if applicable):
- Any item not in its original condition, damaged or used items or missing parts for reasons not due to our error.
- Any item that is returned more than 28 days after receiving your order. You have 14 days to request your return and a further 14 days to return the order.
You will be responsible for paying the shipping costs for returning your order, unless the order is a mistake on our part. We suggest using a tracked service to ensure safe delivery of your return.
The original shipping costs cannot be refunded. Your refund will be the price of your order with shipping costs deducted.
If your order is faulty, please contact us at hello@woodburyblue.co.uk with proof of purchase and photos of the faulty goods.
Cancellation of your order
We understand that sometimes circumstances mean that you might need to cancel your order with us. Whilst we will do our very best to make sure this is possible there are certain situations that will prevent us from refunding the full amount:
- If postage has already been paid for and applied. You will be refunded the full amount minus the postage costs.
- Your parcel has already left our building and/or received by Royal Mail or the recipient, in which case we will be unable to refund any of your order.
Please try to inform us of any cancellations as soon as possible after ordering. We recommend within 30 minutes, to ensure postage hasn't been applied and the order hasn't been dispatched.
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 personalised 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. We only replace items if they are defective or damaged.