Returns & Refunds

Returns

 

What’s your return policy?

We have a no-quibble return policy for Wonderland products bought from this website or from us directly at an event. You can return any stock item at any time within 14 days of receipt of order as long as it is unused and still has the labels and cover packaging in place. It doesn’t matter what the reason is, as long as we receive the returned item in perfect condition (for example, unmarked, not smelling of cigarette smoke, and not covered in pet hair). We recommend you order our swatch sample for fabric colours & styles. If you found a fault with your product upon delivery you must contact us immediately, although this is unlikely, because our products are checked during manufacture, upon delivery from the manufacturer, and prior to despatch to you. If you purchased the product from a third party (such as a department store or other retailer), you must contact them directly because they will have their own returns policy. Please note that we can only process refunds to the person who actually purchased the product.

 

Do you pay for return postage?
If you are returning the item because it is faulty we will refund you the return postage. All Wonderland products are hand-checked at dispatch, as well as during and after manufacture. Generally however, you will need to cover the cost of return postage. Also, it’s important to remember that you are responsible for the returned items until they reach us and we can’t process your refund or exchange until we receive your item(s) back. Our postal bags can be used for returning items.

 

I received a Wonderland product as a gift. Can I return it for a refund?
You can return it, but you will need to give us details of the original purchaser, as any refund has to be made to them. The refund will not include the cost of any gift wrapping or P&P (unless, as above, the item is faulty). Otherwise all the standard returns rules apply.

 

I bought a Wonderland product secondhand. Can I return it for a refund?
You can’t return it to us. You may be able to obtain a refund from whoever supplied it to you.

 

How long does it take to process my returns?
We try to process returns as quickly as possible, but it can sometimes take up to 14 days.

 

Where should I send my returns?
Information is on your packing slip, if you do not have this please contact us using the link at the foot of every page.

For any information about exchanges not covered here, please contact us.

 

 

 

Exchanges

 

Do you offer exchanges?
Yes, but we supply detailed information about our products and offer swatch samples to ensure you choose the right product straight away.

 

How do I exchange an item?
Just contact us using the link at the foot of every page and let us know details of the exchange you would like to make, then we can let you know if the item is in or out of stock. We can only deal with the person who bought the product in order to make an exchange.

 

Do I have to pay for postage if I want to exchange an item?
We will happily post you out a different size or style. However, we will charge an additional P&P amount and you will have to pay for return postage yourself.

 

What if I want to exchange my item for something that’s a different price?
We will refund the price difference between your item and a cheaper one, or require extra payment to match the price of a more expensive one.

 

How long do I have to exchange items?
As with returns, you have 14 days in which you can change your mind. Items you want to exchange must be returned unused and still with their labels and packing sleeve intact.

 

For any other information on these topics, please contact us.