If you are not completely satisfied with your purchase, we're sorry to hear that, however, we can only offer an exchange for items that do not possess manufacturing faults.
ALL discounted items are exchange only.
If you wish to return an item that possesses a manufacturing fault we will offer a refund for the same price. Simply return the item to us in its original unused condition within 15 days of receipt. Refunds will be given after an inspection of the product.
Manufacturing faults by definition are immediate production based abnormalities such as wrong orders and worn goods on arrival. Manufacturing faults do not include faults by customer use, material preference or any other complaint not traced to production.
Faulty and non faulty returned items should be unused and unworn (if applicable) and must be returned in the ORIGINAL PACKAGING with any enclosed documentation. We will issue the exchange on receipt, excluding the original delivery charge. (See return guidelines below).
Please read carefully before posting any Exchanges, Returns or Damaged items to Wilby:
For Exchange and Return original tags must be in place, the bag must be in an unused and undamaged condition and have a copy of the order form enclosed. Any refund or exchange agreement is subject to this. The item MUST be posted in a protective box - either the original packaging or similar if the original packaging cannot be reused. We withhold the right to withdraw the refund agreement if any item arrives damaged due to inadequate packaging.
An item Returned or to be Exchanged because of manufacturing fault or other damage must also be in protective packaging so that we can verify the damage and process the item as such – if we cannot verify that damage occurred prior the item leaving our studios we may not be able to complete the refund or exchange.
Please follow these guideline so we can complete refund or exchange transactions as smoothly as possible.
Goods will only be accepted for return if they are returned within 15 days of purchase and 20 days for international customers, unless we have notified you otherwise.
The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility. Delivery charges are only refundable where goods are faulty and a refund is made.
Please also note we will refund an item if it is faulty, after a thorough check of the item. Please allow 7 working days for a refund to be processed.
Use the 'Contact us' page for all such enquiries