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Need Help? Check out our FAQs

We may have already answered your question in our FAQ section, but if you can't find the answer you're looking for, please get in touch using one of the below options.

 

I've returned my items but not yet received my refund

We aim to process all returns as quickly as possible. If you have received an email to confirm your refund, please allow up to 5 working days for this to appear in your account.

If you have not yet received an email to confirm your refund is being processed, please allow up to 28 days from the date you sent your item before querying your return.

 

How do I return an online purchase?

To return an item, please log in to your account and select ‘Request a Return' from the ‘My Orders' section. You can log in to your account here.

Click the order number containing the items you want to return and follow the ‘Create Return' link next to the order number. Please select the items you wish to send back to us with a reason for each. You are required to return unwanted orders at your own cost.

Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number. Write this number along with your name and address in the areas provided on the returns label that came with your original order. Peel off the label, stick it to the parcel and take it to your local postal service office for posting. Please remember to ask for a Certificate of Postage and retain it for your reference - without this Certificate of Postage we cannot refund any money if we do not receive the returned items. Then simply post your parcel with your unwanted items to us so that we receive it within 14 days of posting.

Please note that returns by post cannot be accepted without a valid Returns Authorisation Number. You will be unable to get a Returns Authorisation Code if more than 14 days has passed since you received the items. If you experience any difficulties with the online returns process please click here to contact our Customer Services team.

The refund will be processed once your goods are received into our warehouse. Please allow 28 days from the day the parcel is posted for your refund to be processed. Please note, all returns by post are processed by our UK warehouse. Customers will need to return unwanted items to: Spectrum for Arcadia, Leeds Distribution Centre, Hudson Road, Leeds, LS9 7DN, at their own cost.

It may take 2-3 working days for the refunds to show in your account after the goods have been received. Each item returned is refunded separately, and will show on your statement as a refund/credit from euro.wallisfashion.com. You will be refunded on to the card that the goods were purchased with. If your card expires before we process your refund please contact our Customer Services team with your order number.

Can I exchange my item?

Your local store in the UK or Republic of Ireland, excluding those within department stores, will be happy to offer you an exchange.

Unfortunately, we are not currently able to do exchanges by post.

I have a query regarding my Gift Card refund

If you have paid for an item online using a Gift Card, the refund will go back to the original Gift Card used.

If you have paid using a Gift Card and another method of payment, the refund will first go back to the Gift Card, and any remaining amount on to your other payment method.

If you no longer have this card, please click on the link below to email us.

Returns policy

We guarantee to refund any item purchased on our website that you are not completely happy with when you return it to us in a saleable condition by post within 14 days of receipt. You are required to return unwanted orders by post at your own cost. Your statutory rights are not affected by our returns policy.

Refunds will be credited to your original method of payment. In the interests of hygiene we do not offer refunds on pierced jewellery, underwear, swimwear or cosmetics if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all of the barcode tags intact and with the despatch note you received enclosed.

In addition, if you are in the European Union you have the right to cancel your contract with us and return your items by post within 14 calendar days from the day after the date you received your order.  Please see RIGHT TO CANCEL for details.

Right to Cancel

In addition to our returns policy, if you are a customer in the European Union you have the right to cancel your contract with us within 14 calendar days from the day after the date you received your order.  This right does not apply to the following items: (1) items that have been sealed for hygiene reasons (e.g make-up, underwear, swimwear or pierced jewellery) if the seal has been broken; (2) CDs and DVDs if the seal has been broken; and (3) items that have been made to the customer’s specification or that are personalised.  You will be responsible for the cost of returning a cancelled order to us.

To exercise your right to cancel follow the steps below:
1. Complete the Cancellation Form included in your order confirmation email and include it with the items when you return them.  You can also submit a cancellation request by selecting "Request cancellation" under "What's your query regarding".  Alternatively, include a letter with the items when you return them. Please state that you wish to cancel your contract and include your full name, address and order number. 

2. Return the items to us by post at your own cost and no later than 14 calendar days after the day that you sent us the Cancellation Form or other written notice of your cancellation.  Please download a returns label here and once completed, affix it to the parcel and take it to your local posting office.   

We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our Standard Delivery option.  You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

 

My international order is late

If your order has been placed on our Tracked and Faster Delivery, please click here to track your parcel, and select your delivery country.

If you have placed your order on Standard Delivery and your tracking number begins with RML, unfortunately, we are unable to track these parcels at present. Most parcels will reach their destination within 2 weeks, however, some destinations may require additional time for parcels to arrive. Please allow a minimum of 2 weeks for your parcel to reach you.

If your tracking number begins with an E, please click here to track your parcel.

If your tracking number begins with 1550, please click here to track your parcel, and select your delivery country.

Which countries do you delivery to?

This website delivers to Andorra, Austria, Belgium, Estonia, Finland, France, Germany, Greece, Holy See, Italy, Liechtenstein, Luxembourg, Monaco, Montenegro, Netherlands, Portugal, San Marino, Slovakia and Spain.

Customers from the Republic of Ireland must still shop on our UK (GBP£) site.

If you live in the US please shop our US site.

Our UK website delivers to over 90 countries worldwide. Click our Shipping to link at the top of the page to select your site.



There is a missing or incorrect item in my order

If an item is showing a quantity of 0 on your despatch note, this means that the item was out of stock when your order was being packed in our warehouse. This item has been cancelled from your order and you have not been charged for it.

We are unable to automatically send this item out to you if it comes back in to stock at a later date.

Can I cancel or amend my order?

If your order has been placed within the last four hours, please call us on +44 844 984 0266 (calls charged at international rate) to request a cancellation. Please click the PHONE link below for our Customer Care opening hours.

Once an order has been placed, we are unable to amend any aspect of the order including sizes, number of items and delivery address.

I have a query relating to my order

If you have paid part of your order with a Gift Card and are querying the total on your confirmation email or despatch note, please be aware that a Gift Card is classed as method of payment and not a promotional discount.

The order total will show the amount prior to any payment method being applied. If you are concerned that your Gift Card has not been debited correctly, please contact our Customer Care Team with your Gift Card number or bring the card in to store and we can check its current balance.

Do you have any information about your company (Company Report, Ethical Policy, etc.)?

Wallis is owned by Arcadia Group Ltd. For all information relating to our company, please click here.

I am interested in becoming a supplier or looking for a charity donation

If you are interested in becoming a supplier, please contact our Switchboard on +44 (0)844 243 0000 or write to us at the below address:

Arcadia Group Ltd
Colegrave House
70 Berners Street
London
W1T 3NL

For information on our existing charity work, please click here. If you would like to speak to someone about getting involved in your charity or event, please contact us on the Switchboard number provided above.

I need my account to be unlocked or my password reset

If you have forgotten your password, please click here to reset it.

If you require your account to be unblocked urgently, please call us on +44 844 984 0266 (calls charged at international rate).

My promotion code didn't work when I placed my order

Please review the Terms and Conditions of the promotion, as many discounts cannot be used in conjunction with other promotions or discounts. If you have attempted to use multiple codes or offers, only one of these would be applied to the checkout.

My promotion code is not being accepted at the checkout

Please check that the code/link you are using is still valid and not out of date. For further assistance, please click here to email our Customer Care team.

I have a general product query

If your query relates to an item that has been advertised in the press, please provide a detailed description of the product so that we may locate information regarding this.

We are unable to place orders for items that are not currently available on our website. While we do sometimes replenish stock, we are unable to notify you if more has arrived in. Please continue to check our website for updates on stock availability.

Can I use a gift card to pay online?

Yes, simply enter your card number in the box at the checkout. You will also be asked to enter in your PIN number, which can be found on the reverse of the card.

Up to five Gift Cards can be used per transaction. You can also split your payment between a Gift Card and a credit/debit card or PayPal payment, however, the full balance will be removed from your card.

Refunds will be processed back on to the original Gift Cards you have used, so please hold on to the cards until you have received your items and any refunds from returned items

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