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Delivery & Returns

Delivery

Orders placed before 2pm (Monday to Friday) will be dispatched the same day. All orders placed after 2pm will be sent out the next business day.

Please note that same day dispatch is not always possible during busy periods or the early days of a sale or promotion or should your order be delayed due to further security checks.

Once your order has been dispatched we cannot be responsible for delivery days and times unless you have selected a guaranteed service. In a small minority of cases for various reasons beyond our control your parcel may not arrive in the timescales published. We always do our utmost to escalate and resolve as quickly as possible on your behalf.

We are unable to re-send items that are in transit. Undelivered items must be received back before we can resend or refund. Lost in transit parcels are escalated to our courier partners and refunds or replacements are processed once the case can be closed which is usually 15 working days for UK and 30 days for rest of world.

Important Information

Please ensure that the shipping address that you provide is correct as we are unable to redirect orders once they are on their way to you. For security purposes we do not amend addresses once we have processed your order as your order is confirmed on the basis of the original information you provide us with at point of order. If you would like the item(s) delivered to address that is not your home address please enter this at the time of ordering. Before we can dispatch your purchase we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.  Please note this can take longer during our sale periods when it may take up to 72 hours (Mon- Fri)  for shipments to be dispatched. We work closely with our shipping partners to minimise the potential impact of custom delays on our international customers.

Woven Returns Policy

Returning Items for a Refund

If you are not completely satisfied with your online purchase we will happily issue you a full refund for your order. You have 14 days from the date of receipt to return your item(s) back to us. All items must be returned in their original, unworn condition, complete with tags & labels. Please note returns will only be accepted if the tags remain attached. If this is adhered to we will issue a refund for your item(s) when they are received back in-store.

Refund processing times may vary so please allow up to 7 working days for the refund to appear on your credit card or bank statement. Some products are non-returnable for hygiene reasons; these include underwear and swimwear. Please note Woven is unable to subsidize the costs of returning domestic or international orders unless items are faulty.

Returning Items For An Exchange

If you require an exchange for any items purchased you have 28 days to return your order to us. Please enclose the completed returns sheet, stating the garment(s) being returned and the garment(s) you would like to exchange for.

Returning Faulty Items

We take great care in maintaining a high level of quality control on orders being dispatched. However, if you do find a fault with your garment please contact a member or our team via email: sales@wovendurham.co.uk or by telephoning on:  +44 (0)191 3741002. You will be asked to provide your name, order number and a brief description of the fault.

Goods are classified as faulty if there is a manufacturing fault upon delivery. Please note refunds can only be issued once the manufacturer has verified the fault.

Where possible, we will offer to repair faulty items. If you would like to exchange your item please be aware that we are only able to do so subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

Returns Address: 

Woven Retail Ltd

No. 21 Elvet Bridge

Durham City

DH1 3AA


Customer Returns Responsibility

Please be aware that you are responsible for the return of all items until we are in safe receipt. We recommend that you use an insured returns service for your protection. International orders must be clearly marked 'RETURN TO SENDER' as we are not liable for customs and duties back into the UK. In circumstances where the parcel is not marked as 'RETURN TO SENDER' we will contact you to advise you of customs and duties amount and request it be deducted from your account or refund.

Garment Condition Upon Return 

Please do not remove any tags or labels when trying on garments. Please ensure that are not near anything that could mark or damage any items of clothing. Please refrain from wearing any aftershave or a deodorant which may leave a scent or marks on the garments.

Footwear should be returned in their original, undamaged packaging. Where applicable any packaging such as authenticity cards, dust bags & leather tags should also be returned with all items.

Please note that we will be unable to accept any items back to us for a refund or exchange where these instructions have not been adhered to. Where you have returned item(s) and have not adhered to our Returns Policy you will be charged a return postage fee to return the item(s) back to you. Items will only be held for a period of 90 days after which time they will be destroyed. 

This Returns Policy does not affect your statutory rights and was updated on January 18th 2017.