Returns Policy

All returns go through our self-service returns portal. You have 21 days from the day your order is fulfilled to start one.

What we need from you

• Items back in original condition, with all packaging and tags, and free of excessive pet hair. If they aren't, we'll deduct a fee from your refund.
• A note in the parcel with your order number.
• Your return started in the returns portal. Returns sent to us without going through the portal take longer to process and are more likely to go missing, so please use it.

Starting a return

You'll need your order number (e.g. #12345) and one of the following: the email address used to place the order, the phone number used to place the order, or your postcode.

Start your return in the returns portal.

Refunds

We can only refund items returned to us within 21 days of your order being fulfilled. After that we can offer an exchange or store credit.

Pack items in their original state with tags attached. Items returned without tags, or not packaged properly, can only be partially refunded. Damaged items can't be refunded.

Once your return reaches us we'll inspect and process it within 14 days. If it's accepted, your refund is issued automatically.

Original shipping charges aren't refunded, and return postage is your cost unless you choose store credit or an exchange. Customs duties and import taxes can't be refunded either. Those are paid to your local customs authority rather than to us, so we have no way to recover them.

Exchanges

We'll cover return shipping on exchanges up to 20% of your order total. Stock isn't held for you unless the exchange is processed through the returns portal. If the item you want is out of stock, we'll issue store credit instead.

Store credit

Store credit is issued as a gift voucher. Once we've issued it, we can't switch it back to a refund.

Made to order items

Made to order items can be exchanged for a different size or colour, or returned for store credit. We can't refund them. If you're not sure whether your item is made to order, check the product page.

Missing parcels

If your order hasn't arrived, tell us as soon as you can so we can look into it. Please report missing parcels within 10 days (UK) or 15 days (international) of the expected delivery date. Our courier partners only hold tracking data for a limited window, so the sooner we know, the better the chance of sorting it.

Any questions, email hi@wawwa.co.