Shipping & Returns
Shipping Policy
We send all of our products with Royal Mail signed for delivery service so you can rest assured your item will arrive on your doorstep within 3-5 business days. Please note that this may take longer around public holidays such as Christmas and New Year where the delivery services are under unusually high pressure. If this is the case we will inform you regarding a revised delivery schedule. Delivery is free on all orders over £75.
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Return & Exchange Policy
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If you are in any way unhappy with a product or wish to return an item, please email info@woodenwaves.co.uk as soon as you can. We always aim to respond within 24 hours and will do everything we can to rectify the issue.
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To be eligible for a refund, please contact us within 14 days of receiving the product stating that you wish to return the item. We will then respond in a timely manner with a return address and shipping instructions. The item must be returned to us in an unused and resalable condition, complete with all the original packaging.
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Once the item has been received on our end, we will examine it for any damage or defects and get back to you with a response. If your return is accepted and a refund is required, your original method of payment will be credited. Please note that a refund will only be allocated for the value of the item itself, we cannot refund any shipping costs incurred through the delivery of the goods to yourself as these are non-refundable. Please be patient as the processing time of a refund varies depending on your bank and original payment method.
If the money credited is taking an unusually long time to appear in your bank account and you think it may not have been processed correctly, please check with your bank before contacting us for further assistance.
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Return Shipping Policy
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To return a product, please contact us at info@woodenwaves.co.uk and we will respond with the shipping address and further instructions. The shipping/delivery cost of returning the item is the responsibility of you – the sender – and is non-refundable. The responsibility of ensuring the item reaches its destination also lies with you as the sender, so we recommend using a tracked service to avoid any confusion in the unlikely instance of an item being undelivered to us.
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Damaged Items
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If an item arrives damaged or in a state that is deemed defective, we are happy to replace the item for an identical or similar model of your choice. If the replacement is of a higher value than the original item, you may be required to pay the difference. Similarly, if the replacement is of lower value than the original item then a partial refund will be allocated. In the instance of an item arriving in a damaged or defective state, we may ask you for photographic evidence before repackaging the item for return.
If an item is not returned in its original condition or without its original packaging then only a partial refund may be offered. Any items that are requested for return after 14 days of receipt will be processed at our discretion.
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Gift Returns
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If you’re lucky enough to receive an item bought for you as a gift but for whatever reason would like to return it, then we can offer you a Wooden Waves voucher for the equal amount of the item or exchange the item for something else of equal value.