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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?

If you wish to return an online purchase to us by post, simply log in to your account to create a Returns Number. Please write your Returns Number clearly on the outside of your parcel.

Once you have your Returns Number, you can either take your parcel in to the Post Office or to a local Collect+ store. For a list of Collect+ stores, please click here. When returning items to us, we ask that you retain your proof of postage until a full refund has been processed.

All returns by post and Collect+ are free within the UK. Outside of the UK, postage costs will apply for returned parcels. For more information on these charges, please contact your postal service.

Alternatively, customers within the UK and Republic of Ireland can take their items to a store, excluding those within department stores. At this time, our stores outside of the UK and Republic of Ireland will be unable to accept returns of items purchased online.

In the interests of hygiene, we are unable to accept returns of pierced jewellery, underwear, swimwear where the hygiene strip has been removed or cosmetics or toiletries where the seal has been broken.

Where can I get a return label from?

A return label is included in your parcel. Alternatively you can download one here. Only items purchased from our website can be returned to our warehouse. Store purchases are excluded from this returns policy. We are unable to refund items purchased in store via our warehouse.

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 am unable to log in to my account or create a returns number

If you experience any technical difficulties when accessing your account, please clik on the link below to contact our Customer Care team who can enable your account and arrange a password reset. If you have accessed your account but are unable to create a return number, please check you are returning the item within 14 days. After this period, only our Customer Care team can create a returns number for you.

I was unable to get a refund in store

Most items purchased in store can be returned to any of our stores, excluding those located in department stores. Exclusions do apply, and these will be stated on your receipt or at the point of sale. If you are returning your items to a store in a different country to where it was purchased, they may be unable to offer a refund or exchange.

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.

Right to Cancel (EU Customers)

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 enclosed with your order 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 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.

Please note: if you do not wish to cancel your entire contract and just want to return some of the items in your order you can return them in accordance with out standard return policy.  Please see either UK & EIRE Returns Policy or International Returns Policy (depending on where you are) for details.

UK & EIRE Returns Policy

We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 14 days of receipt, in the case of returns by post, and 28 days of receipt, in the case of returns to store (excluding department stores). To return an item by post, use the freepost returns label included within your order. See Returns by post (all countries) for details. 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, or cosmetic products if they have been used or the hygiene seal is broken, 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.

Please note, not all items can be returned to store.  All items that are part of our concession brand collections can only be returned by post. These items are clearly marked on your despatch note with an ‘**’ at the end of the product description.

You also 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 (EU CUSTOMERS) for details.

Your statutory rights are not affected by our returns policy.

International 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. International purchases can only be returned by post. You are required to return unwanted orders at your own cost. Our stores outside of the UK and Republic of Ireland currently do not offer refunds or exchanges on any items purchased online. We are sorry for any inconvenience this may cause you.

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.

If you are a customer 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 (EU CUSTOMERS) for details.

My Nominated Day Delivery is late

If you wish to track your order, please click here and enter your tracking number in the space provided.

Please note that your order can arrive at any time between 7am and 9pm on your Nominated Delivery Day, however, our couriers will deliver later in the evening during busier periods.

If your order is being delivered to Northern Ireland, AB postcode areas, the Highlands or the Islands, please be aware that delivery to these addresses does take longer. Please allow 2 working days for your parcel to reach you before querying the delivery, as we are unable to begin an investigation prior to this.

My Standard Delivery is late

If you wish to track your order, please click here and enter your tracking number in the space provided. Please note that it can take up to 24 hours from the time of despatching your order for your tracking information to be available online.

Standard Delivery orders can take up to 4 working days to reach you. Unfortunately, we are unable to query the delivery before this time.

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?

A full list of countries we deliver to can be found in our Terms and Conditions. Unfortunately, if your country is not listed, we are unable to deliver to your address at present.

How long will it take for my parcel to arrive in store?

If you place your order before 7pm on weekdays, or 2pm on a Sunday, your parcel will be delivered to the store on the next day. If you order goods on a Friday before 7pm it will be delivered to the store on a Saturday. If you order goods on a Saturday, this is classed as before 2pm on a Sunday and would therefore be delivered on a Monday.  Please note that on the day of delivery your order will not be available before 1pm, and could be delivered at any time during the day. You will also receive an email confirmation to say it has arrived so there is no need to travel until you have received this. This service is not available in Northern Ireland or the Republic of Ireland. If an order has not arrived in store, our store staff can track your order and raise a query on your behalf. Please contact the store for further assistance (the Store Locator Link can be found at the bottom of this page).

What happens if I do not collect my order from the store, or no longer want it?

We will keep your order in store for ten calendar days after it has arrived. If the order is not collected, we will assume it is unwanted, cancel the order and issue a refund to your original method of payment. If you change your mind within the 10 days please let our store staff know here by clicking on the Store Locator Link that can be found at the bottom of this page and they will cancel the order straight away.

What payment methods do you accept?

You can pay by BHS MasterCard, Visa Credit, Visa Debit, UK Visa Electron, Maestro, MasterCard, American Express, PayPal and any Arcadia store card. Your funds will be authorised on your credit/debit card at the time of placing an order, but you will not be fully charged until we despatch your goods.

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.

The item I have received is damaged

We are sorry that your goods have not reached you in perfect condition. Please follow our normal returns policy for all faulty or damaged items. When creating a returns number, you will be given a list of reasons for return, please select the appropriate option so our warehouse know the item was faulty when you received it. Please refer to the Returns section in our FAQs for more information on this.

Can I cancel or amend my order?

If your order has been placed within the last four hours, please call us on 0844 984 0266 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.

My order did not go through but the money has been taken out of my account

We only charge for the items we despatch, all other funds that have been authorised will be released back to your available balance by your bank within 5-10 working days.

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 0844 984 0266.

I need to find out the opening times or telephone number of a store

Please click here to find out contact information and opening hours of our stores.

Job Opportunities

Head Office and Store Management positions are advertised here.

For Sales Advisor positions, please speak to the Store Manager.

If you are interested in doing work experience in our Head Office, please call us on 0844 243 0000. If you would like to do work experience in a store, please contact the Store Manager.

Please note that you must be 16 years or over to work with us.

Do you offer NHS Staff or Armed Forces discount?

We do not currently offer NHS Staff or Armed Forces discounts.

We are sorry for any disappointment caused.

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 is still valid. As many promotion codes cannot be used in conjunction with other offers or discounts, your order may not reflect further discounts using additional codes. Please check the Terms and Conditions of the offer for further details.

I am looking for stock

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

We do not currently offer a store transfer service for our products. If you wish to purchase an item in store, please contact your local stores who will be happy to check their current stock for you. For phone numbers or opening hours of your local store, please click here.

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.

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 using the email link below, so that we may provide you with information regarding this item.

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.

We do not currently offer a store transfer service for our products. If you wish to purchase an item in store, please contact your local stores who will be happy to check their current stock for you. For phone numbers or opening hours of your local store, please click here.

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

Where can I find more information about Gift Cards (delivery, validity period, loss, etc)?

Please click here to find more information relating to Gift Cards.

Account card information

For more information on our account cards please click here.