Frequently Asked Questions

Effective Date: 19-01-2026

At Wexford London, we want every customer to shop with confidence. Below you’ll find answers to the most common questions about returns, refunds, exchanges, and shipping within the United Kingdom.

Returns & Refunds

What is your return policy?

You may return items within 30 days from the date of delivery in accordance with UK consumer law.

To be eligible for a return:

  • Items must be unused, unworn, and in original condition

  • Original packaging, tags, and accessories must be included

  • Proof of purchase (order number or receipt) is required

Items showing signs of wear, damage, or misuse may not qualify for a refund unless they are faulty.

How do I start a return?

To request a return, please contact our customer service team first:

Please include your order number and reason for return. We will then provide:

⚠️ Do not send items back without contacting us first, as this may delay processing.

Who pays for return shipping?

  • Faulty, damaged, or incorrect items: return shipping is free

  • Change of mind (size, colour, or preference): return shipping costs are the customer’s responsibility

When will I receive my refund?

Once your return is received and inspected:

  • You will receive an email confirming approval or rejection

  • Approved refunds are processed within 5–10 business days to the original payment method

  • Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear

If a return is rejected (for example, due to use or damage outside the policy), we will contact you to discuss available options.

Do you offer exchanges?

Yes, exchanges may be possible.

Please contact our support team before returning an item. We will advise whether:

  • An exchange can be processed directly, or

  • You should return the item for a refund and place a new order

This helps ensure accurate stock management and faster service.

What if my item is faulty, damaged, or incorrect?

If your order arrives faulty, damaged, or incorrect:

  • Contact us within 48 hours of delivery or as soon as reasonably possible

  • Include photos, your order number, and a brief description of the issue

We will offer either a replacement or a full refund, depending on your preference and stock availability.

Which items are non-returnable?

For hygiene and customisation reasons, certain items cannot be returned unless they are faulty or damaged. These include underwear, personalised or custom-made items, gift cards, and products marked as final sale.

Shipping

Do you offer free shipping in the UK?

Yes. Standard shipping within the United Kingdom is free on all orders. There are no additional handling fees at checkout.

Where are orders shipped from?

All orders are shipped from our fulfilment location in the Netherlands.

How long does delivery take?

  • Processing time: 1–2 business days

  • Estimated delivery time: 3–5 business days after dispatch

  • Order cut-off time: 12:00 PM (GMT), London time

Delivery times may vary due to carrier volume, weather, or local conditions. You will receive a tracking link by email once your order has been dispatched.

Will I need to pay customs or import fees?

Orders shipped from the Netherlands may be subject to customs or import fees under UK regulations. Any such charges are the responsibility of the customer.

Can I change my delivery address after ordering?

Yes, if you contact us within 24 hours of placing your order.

Once your order has been dispatched, address changes are no longer possible.

Can I cancel my order?

You may cancel your order before it has been dispatched.

Once shipped, cancellations are no longer possible. You may still return your items under our Refund Policy.

What if my delivery is delayed or arrives damaged?

If your parcel is delayed or arrives damaged, please contact us:

For damaged parcels, please include photos so we can resolve the issue quickly.

Customer Support

Customer Service Hours: Monday–Friday, 09:00–17:00 (GMT +0)

Our customer service provides dedicated English-language support for UK customers. We respond to all inquiries within 24 hours on business days.

Company Information

This online store is operated by:

D.T. E-Commerce, Eenmanszaak
Registration Number: 74998129
Business Address: Pinksterbloemweg 255, 1508BT Zaandam

For more details on delivery, please see our Shipping Policy. For returns and refunds, refer to our Refund Policy.