Refund policy

This policy outlines the terms for returns and refunds on purchases made at Wilson & Thyme. By placing an order, you agree to these terms.

Contact Information

For questions about returns and refunds, please contact our customer service via:

  • Email: hello@wilosnandthyme.com
  • Phone:  07781464655
  • Address: Le Coudre, Route De La Croix Au Bailiff, St Andrews, GY6 8SB                                 Guernsey

Return Instructions

  1. If your gift or its contents arrive damaged or faulty, we’re happy to offer a replacement, exchange, or store credit—depending on the nature and extent of the issue. To help us assess the situation, we kindly ask that you provide clear photos of the damage or fault.

    In cases where the item needs to be returned, we will provide return instructions via email.

    Please note, we are unable to process replacements, exchanges, or credits for items reported more than 14 days after delivery.

    Refunds, where applicable, will be issued to the original payment method (credit card or PayPal).

    We reserve the right to refuse returns that do not meet the conditions outlined above.

Return Costs

  • For Defective Products: Returns are free of charge when the item is damaged, defective, or incorrect.
  • For Change of Mind: Customers are responsible for return shipping costs if the return is due to personal reasons such as incorrect size or purchase remorse.

Specific Conditions for Returns

  • Change of Mind: Items must be returned unused, undamaged, and in their original packaging within 14 days of delivery.
  • Defective Goods: If the product is defective, contact us immediately. Wilson & Thyme will provide replacement or refund.
  • Damaged Goods: Notify us within 48 hours of receiving damaged goods and provide photos. We will review the claim and arrange for a return if necessary.
  • Incorrect Items: If you receive the wrong product, please contact us, and we will issue replacement.
  • Non-Delivery: If your order hasn’t arrived, contact us to resolve the matter. If unresolved, we’ll issue a refund or replacement.
  • Order Cancellation: Orders can be cancelled within 24 hours of ordering. If shipped, the return process applies.

Refund Timelines and Processing

  1. Return Window: Return requests must be made within 14 days of delivery. Returns must be shipped within 14 days of approval.
  2. Inspection: Once we receive your return, we will inspect it and notify you of the outcome within 7 business days.
  3. Refund Processing: Approved refunds will be processed to your original payment method within 5 business days after inspection.

Exceptions to the Return Policy

The following items cannot be returned:

  • Custom or personalised products

Return Address

Send all approved returns to:Le Coudre, Route De La Croix Au Bailiff, St Andrews,                                                           Guernsey, GY6 8SB

Shipping Methods and Fees

  • Carrier: We make all deliveries ourselves
  • Restocking Fees: None

Legal Rights

This policy does not affect your statutory rights under applicable laws.

Questions?

Visit our FAQ page or contact us at hello@wilsonandthyme.com