Refunds & Returns
HOW TO RETURN A UK ORDER
We really hope that you are in love with your WELL product, but we understand that sometimes, something may not be quite right.
We are happy to offer a refund of any FULL PRICE new, unworn WELL THE BRAND products should they meet our return requirements:
- The cost of the return request is £3.95 which will be deducted from your refund
- You can request a return via the returns portal. Return requests must be made and the item sent back to us within 14 days of you receiving your order.
- Items must not have been worn, washed or altered in any way and must be in a sell-able condition free from marks/stains.
- Items must be sent back in their original packaging with all tags attached.
Returns will only be accepted if the above requirements are met. Should the 14 days have lapsed, we are unable to offer a refund
Log into your customer account or create a new account, then request a returns request via the account portal here. Please also include your order number in your return parcel. Packages returned without this may cause a delay in the return process.
We are unable to take responsibility for shipping costs and lost packages, so please ensure you keep a record of your tracking number when returning your package.
Once we receive the returned item, a refund will be issued within 5-10 working days.
PLEASE NOTE: All orders purchased using a discount or multi purchase offer will be refunded at the discounted price.
INTERNATIONAL RETURNS
We hope you love your WELL order, but if you need to make a return, please email Hello@wellthebrand.com and we'll send you instructions on how to return your international order.
International return shipping costs are the responsibility of the customer, unless your item is faulty or you have received an incorrect item.
Please note that original shipping charges are non-refundable.
Once your return has been received and approved, your refund will be processed back to your original payment method.
NOTE: Please contact us before sending your return, as international orders are processed through Shopify Managed Markets/Global-e and need to follow the correct returns process.
EXCHANGES
As we are a new business and very small business holding little stock, we are currently are unable to offer exchanges.
FAULTY ITEM
If the purchased product you received is faulty, please get in touch within 2 days of delivery at hello@wellthebrand.com.
If you have a question regarding a return, drop us a message at hello@wellthebrand.com and we will be happy to help x
Please note that we are a start up business and only a team of 2 trying our best to answer all your questions as quickly as possible. Sometimes we must wait for a response from our third-party partners before we can offer you a solution.
We really appreciate your patience and understanding.
FURTHER QUESTIONS
If you have any questions regarding your return, please contact us at hello@wellthebrand.com.
We are available Monday - Friday 9am -5pm