Returns and Exchanges
Change-of-mind return policy
At George & Willy, we want to ensure that you love your purchase. If something in your parcel is not quite right, please contact firstname.lastname@example.org within 100 days of receiving your parcel and we can arrange an exchange, credit or refund for your order according to your preference. You can return and exchange any item purchased through our online store within 100 days of receiving your order. If a refund is preferred, this will be processed within 14 days of receiving your returned item. For change of mind, the cost of return shipping is your responsibility.
Items must be returned unused and unaltered with all original packaging intact. Upon receipt of your returned products, they will be checked over for final approval before a refund is processed.
If the returned products are damaged or components are missing, your refund will be at the discretion of George & Willy staff.
To organise a return, please contact email@example.com. Please note, we are unable to reimburse any customs, duties, VAT, or taxes.
For UK orders only - To organise a return, please contact firstname.lastname@example.org and we will create a return label for you. The cost of return shipping will be deducted from your original order total unless the item was incorrect or faulty. Please note, we are unable to reimburse any customs, duties, or taxes.
Faulty or incorrect goods return policy
If you have received your parcel and realised a product is damaged or not what you ordered, please notify us immediately upon discovering the fault or error, or within 100 days of receiving your parcel at email@example.com. Our customer service team will get back to you with a resolution within 3 business days.
Once we have confirmed the fault or error, we will repair, replace, or refund the item. If the item is faulty or incorrect, we will cover the cost of return shipping and cover all shipping costs incurred in replacing the item.
Sale product return policy
Please choose sale items carefully, as we can’t return or exchange them due to a change of mind. All products purchased on sale are final sale. If you’ve received a sale item that’s faulty or not what you ordered, please read the ‘Faulty or incorrect goods returns’ section above.
Exchanges and credit notes
For an exchange, we will ship your new product as soon as the returned product is received. We provide return labels for exchanges in the United Kingdom only. Please keep in mind that you will be required to pay shipping for your new product.
Alternatively, if you have requested a credit note, a voucher will be issued to the email address you placed the order with. We are not responsible for any fees that might be charged by your bank.
Customs and Import Duties
George & Willy ships your package Delivery Duty Paid (DDP) and all prices quoted include VAT, which can be claimed back by VAT-registered businesses. Depending on your destination country, you may also be required to pay additional customs or duties.