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Free shipping on all orders over £30

FAQs

shipping

I've not received my order in time

We try our best to make sure that every parcel is delivered within the expected delivery timeframes however, there will unfortunately always be some exceptions. Please get in touch and we'll look into this further for you. 

Where can I find my tracking information?

Your tracking number will be included within your shipping email. If you can't find it, please double check your spam / junk mail, as it could end up in there. If you're still unable to find it, please get in touch and we'll send this across for you.

Where is my order?

If you're having problems locating your order, the first thing to check is your tracking details. You can find your tracking number in your shipping email or by logging into your online account. If you've not received your confirmation email, or you're still having problems locating your parcel, please get in touch and we'll get this sorted for you as quickly as possible!

Please note, our customer service team are unfortunately unable to speed up delivery or give you more information than already provided via the tracking link. However, if there is an issue with delivery, we can raise an investigation with the carrier to get this resolved. 

What is express delivery?

Express delivery is our fastest delivery option that will have your parcel on your doorstep in 1-3 working days!

How long will it take for my order to arrive?

Our standard delivery is 3-5 working days. However, we know how important it is for you to get your parcel as quickly as possible, so we also offer an express shipping service which takes 1-3 working days!

How much is delivery?

Standard Delivery

  • Tracked, 3-5 working days.
  • Free for all orders over £30!
  • For orders under £30, the shipping and handling fee is £3.95.

Express Delivery

  • Tracked, 1-3 working days.
  • The shipping and handling fee is £6.95 for all orders.

returns

Do you offer exchanges?

Currently, woo does not offer exchanges.


Replacements are available for faulty items, instances where the incorrect item is received, or items that need to be re-sent due to carrier issues. 

When will my return be processed?

You will receive a refund once your item(s) have been returned to us and processed within the warehouse(s).

This can take up to 3 working days from the date of delivery back to the warehouse. 

Refunds will be issued back onto the original payment method unless you indicate an alternative preferred payment method.

You will be notified once a refund has been processed. It may take up to 10 working days for the refund to appear in your bank account.

If you have used a voucher and the voucher is still active, the money will be returned to your voucher for you to use on your next purchase.

If your voucher is no longer active, then you will not be refunded for your purchase.

However, if you would like to return an item and reorder it in another size, we will honour the voucher for you - please get in touch with our customer service team.

If you have used a discount code on your order, you will not be refunded this amount and you may not be able to use this code again.

If you would like to return an item and reorder it in another size, we will honour the discount code for you - please get in touch with our customer service team.

orders

I've got a problem with my order

If you have a problem with your order, please get in touch with our get in touch to let us know what has happened and a member of the team will get back to you as quickly as possible.

Why has my order been cancelled?

We know having your order cancelled is very frustrating, so we make sure that we do everything we can to prevent this from happening.

Unfortunately, this is sometimes unpreventable. There are a couple of reasons why your order may be cancelled, but we will always drop you an email to let you know what has happened.

Normally, this is due to stock issues within the warehouse or suspected fraud.

I want to cancel my order

If your order is yet to be dispatched, we may be able to cancel this for you. Please get in touch as quickly as possible.

Can I remove a product from my order?

Unfortunately, we are unable to remove any products from your order once it has been created. However, if your order is yet to be dispatched, we may be able to cancel this for you.

Please get in touch as quickly as possible. 

Can I add another product to my order?

Unfortunately, we are unable to add additional products to an order once it has been created. However, if your order is yet to be dispatched, we may be able to cancel this for you.

Please get in touch as quickly as possible.

Can I change my shipping address?

If you think you've entered an invalid shipping address, don't panic! Our system will flag any invalid addresses.

If you have entered a valid address but you would like it shipped to a different destination, please get in touch with our get in touch as quickly as possible.

If your order is yet to be dispatched, then we will try our best to get this amended for you. If your order has already been dispatched, we will ask the warehouse team to request for the parcel to be returned the to sender. Once the parcel has been delivered back to the warehouse, we'll be able to have this resent to your correct address. Please note that this is not guaranteed and is dependent on the carrier. 

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