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A: Our extended Christmas returns policy is valid from 9th October 2026 until 11th December 2026. Any purchases made online between these dates can be returned up until 8th January 2027. For purchases made from 12th December 2026, our normal 30 day returns policy applies. If you are not entirely satisfied, you can either exchange for an alternative item or have a full refund.
We do ask, whilst you are deciding if you would like to keep your order, please take care not to damage the item or branded packaging it arrives in.
Please note we do not accept returns of any goods that have been personalised or adjusted by a third party. This does not affect your statutory rights.
Q:
How do I return something to you?
A: To return your item within the 30 days return policy, package the item carefully including a cover note/copy of invoice stating if an exchange or refund is required. Please return to West Midlands Merchants, Brinton House. We recommend parcels are returned via traceable insured delivery method. We cannot accept responsibility for an item we have not received, therefore a signed-for delivery option is advisable.
Q:
How long will it take for my refund or exchange to be processed?
A: We process returns on the day they are received. We do advise refunds can take up to 7 days to reach your account, depending on your card provider. Exchanges will be received within 2 working days.
Q:
What if the item I want to exchange for differs in price?
A: If the item you want to exchange for is less expensive than the original item, we will refund the difference to your chosen method of payment.
If the item you want to exchange is for more than the original item, one of the Customer Care team will contact you to take an additional payment.
Q:
How will I know my item has been received and a return has been processed?
A: When we receive your returned item, we will send you an email to confirm. Once your request has been processed, we will contact you advising your exchange is on its way or that your refund has been completed.
Q:
What if my item is outside of the returns policy?
A: If you wish to return your unworn, unwanted item outside of the 30 day returns policy, please contact the Customer Care team on 01562 312 224 or at [email protected].
Q:
My item is faulty, but is outside the returns policy, what should I do?
A: Please return the item to us at West Midlands Merchants, Brinton House. Your item will be assessed and then repair or replacement will be arranged.
If the item is assessed as accidental damage or wear and tear, we will forward to the manufacturer for the item to be repaired; in this instance, the Customer Care team will contact you as soon as we have an estimate for charges for you to approve and pay or to have the item returned undone.
Q:
What if I received a free gift with my order?
A: If you received a free gift and wish to return your item, you will also be required to return the free gift.
Q:
Can I reclaim the UK VAT on my order - I'm Ordering from outside the UK?
A: UK VAT may be refundable on eligible international orders where the applicable conditions for VAT zero-rating are met.
Before processing a VAT refund, we will need to confirm that the goods have been successfully exported from the UK and that we hold the appropriate supporting evidence.
Where a VAT refund is due, our Customer Services team will confirm the amount and arrange the refund to the original payment method. Please allow around 30 days from delivery for eligible VAT refunds to be processed.
This does not affect your statutory rights or our returns policy.
