Click here to start a return

If you are a customer in the UK or the European Union (EU), you get 14 calendar days under law to cancel your order if you change your mind. However, we may, in our sole discretion, offer you a longer period for returns from time to time. This cancellation period starts from the day after you receive your order. If your order is split into more than one delivery, then the cancellation period will start on the day after you have received all of the Products in your order. Find out how to return your Product(s) at paragraph 5 below. 
If you receive faulty Products, you may also have a right to return these Products and to ask us to repair or replace them, or get a refund. Further details on this are set out below. 
Please note that, with the exception of any Products which are faulty (for which, see paragraph 2 below): 
•    Any Product(s) returned must be sent to us within 14 days from the date you notify us of your intention to return the Product(s).
•    Returned Products should be sent back to us in their original condition, together with the original packaging and all tags.
•    All Products are inspected on return. When trying on clothing, please be careful with the Product (e.g. don’t apply excessive force when pulling zips) and don’t wear products that could mark or scent a Product (such as make-up, fake-tan, perfume, deodorant, cologne, etc.).
•    Returned Products must be unworn and unwashed.
We will not accept returned Products that show any signs of having been worn or washed, including where the Products are stained or otherwise marked or damaged. 
If a Product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund. Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a Product.  
•    In addition:
o    Pierced jewellery cannot be returned for health and hygiene reasons if the packaging has been removed, or the seal has been removed, tampered with, or broken.
o    Underwear, swimwear and fashion facemasks can only be returned if the hygiene seal has not been removed and all tags remain intact.
o    Beauty products (including facial and body products) and accessories cannot be returned for hygiene reasons, if they have been opened, used or if the protective seal is not intact.
o    Returned shoes must not have been worn outside, however they may have been tried on indoors (but not on any stone or tiled floors). Any returned footwear must be in its original box (if any) and original shoe or dust bag (if any).
o    Electrical Products may have their own specific warranty period or additional terms relating to returns. Please see further details on any product page. In some cases, electrical Products may not be returned if the packaging has been tampered with or opened, or if any hygiene seal (where applicable) has been tampered with, or is broken.
This does not affect any other rights you may have under the law.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section. To help us get this fixed for you ASAP, when you first contact us please include the following information;

• Your name
• Order number
• Product name and code
• Picture of the fault
• Description of the fault

(The product name and code can be found on your order confirmation email).

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: [email protected]

Write to us via post: Wallis, PO Box 553, Burnley, BB11 9GD

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above. Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

The cost of your return will be confirmed once address is entered within the portal.

Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

Orders placed between 17th November and 18th December can be returned until the 15th January 2023. Orders placed on or after 18th December have 28 days to return.

If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.

No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof. Items must be unwashed, unworn and with the original labels still attached.

Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

 

1 Repack your items.

2 Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

3 Select your preferred return option (Print returns label at home or in store options).

4 Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

5 Keep an eye on your return tracking. You'll get an email once we receive your returned item.

 

START A RETURN

 

Good to know...

We've gone paperless! You'll no longer receive a delivery note in your parcel.

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.

This does not affect your statutory rights.

A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

 

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

 

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

 

Refunds can show in a few places depending on how you paid.

 

For a card or ApplePay payment, It can take up to 7 days from receiving your refund confirmation email for the refund to hit your account.

 

For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction.

 

If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

You will be charged per parcel you return, if multiple returns are made on the same order, additional fees will apple. To save on return cost, its best to return your items in one parcel.

Please note a returns charge of £1.99 per parcel will be deducted from your refund amount. Returns are FREE for Wallis Unlimited customers. You've got 28 days to send something back to us from the day you receive it. Click Here to start a return (Link to Portal).

 

A payment is due on my invoice but I haven’t received by refund yet?

 

If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges, this can be done by contacting Klarna or via the Klarna app. If you have any questions about extending your invoice, please contact Klarna Customer Service. Wallis aren't able to extend your invoice.

 

I’m returning part of my order but keeping some item, how will this affect my invoice?

 

The value of any items returned will be deducted from your outstanding balance, you should continue to make any payments that are due for the remaining instalments. It takes up to 24 hours from your return being processed by us for your invoice to be updated. If you have already paid your invoice or the value of your return is higher than your outstanding balance, then you will receive a refund from Klarna for the items that you have returned.