Return Information

If you are not completely satisfied with your online purchase, you have 28 days from the delivery date to return your item(s) to us.

Once we have received your parcel we will usually process your return/exchange within 3-5 working days.
Please allow 7 working days after this for the money to show in your bank account. All refunds are returned to the original payment method.

  • Return Conditions:

    All items must be returned in their original, unworn/unused condition, complete with tags & labels. Please note returns will only be accepted if the tags remain attached and all other requirements are met. Returns will be processed at the company's discretion.   

    Products including underwear,  swimwear, earrings, water bottles and grooming products are non-returnable for hygiene reasons.

  • Return Costs:

    Unfortunately, due to being a small business, we are unable to offer a free returns process at this time. Any cost of returning will need to be covered by the customer unless the item is faulty and the return is prearranged with the store.

    Please Return to: 
    Woven
    21 Elvet Bridge
    Durham
    DH1 3AA

  • How to Return:

    Please complete the returns form that is in your order and include it in your return parcel. If you need a new form click here. Returns can be sent with a courier of your choice, however, we encourage you to use a tracked and signed-for service to ensure the safe return of parcels.

    Woven does not take any responsibility for returns that are lost or not tracked by the customer.

International Returns: 

International orders must be clearly marked 'RETURN TO SENDER'as we are not liable for customs and duties for items sent back into the UK. In circumstances where the parcel is not marked as 'RETURN TO SENDER', we will contact you to advise of any customs and duties charged and deducted from your refund.

Exchange Information

If the items(s) you ordered are unsuitable and you require an exchange, you have a 28 day period from the date of delivery to return the items to us.

  • Exchange Conditions:

    All items must be returned in their original, unworn/unused condition, complete with tags & labels. Please note exchanges will only be processed if the tags remain attached and all other requirements are met. If we deem the terms have been violated the products will be returned to the customer and no exchange or refund given. Exchanges will be processed at the company's discretion.

    Products including underwear, swimwear, earrings, water bottles and grooming products are non-returnable and unavailable for exchange for hygiene reasons.

  • Exchange Costs:

    Unfortunately, due to being a small business, we are unable to offer a free returns process at this time. Any cost of returning will need to be covered by the customer. We will cover any standard delivery costs for the exchanged products being sent back out to a UK address.

    Please Return to: Woven
    21 Elvet Bridge
    Durham
    DH1 3AA

    For return queries please contact web@wovendurham.co.uk.

  • How to Exchange:

    Please complete the returns form that is in your order and include it in your return parcel. Make sure to write down the new product name and size you require for the exchange. Once received, we will aim to process the exchange within 3 working days. Please allow an extra 5-7 days for delivery. If the product you requested is unavailable you will be contacted by customer services to review your options. 

    Returns can be sent with a courier of your choice, however, we encourage you to use a tracked and signed for service to ensure the safe return of parcels. Woven does not take any responsibility for returns that are lost or not tracked by the customer.

Faulty Items

We take great care in maintaining a high level of quality control on orders being dispatched. However, if you do find a fault with your item(s) please contact us immediately.  

  • How to Contact:

    Email us at: web@wovendurham.co.uk
    Subject line: Faulty *Order Number*

    Please include the following in your email, the full name and address associated with the original order, your order number, and a brief description of the fault. If possible, please include images of the fault so our customer service team can rectify the issue quickly. A customer service representative will get back to you regarding the fault and let you know what the next steps are.

    Goods are classified as faulty if there is a manufacturing fault upon delivery. Please note refunds can only be issued once the manufacturer has verified the fault.

  • What happens next?

    Where possible, we will offer to repair faulty items or send the products back to the brand that will repair or replace them for you.

    If an exchange is necessary please note that this will be subject to product availability.

    You will receive a full refund if the item cannot be repaired or replaced.

WOVEN DURHAM

Returns & Exchanges FAQs

I've lost my return form. How do I get one?

The return form was included in your original parcel.

If you can't find your returns form, you can download and print a new onehere.

Don't worry - If you don't have a printer feel free to handwrite the return details and include them in your return package.

Have you received my return?

We encourage all return customers to use a tracked and signed for service to ensure the safe delivery of their parcels. 

You will be notified once we have received your return and processed your refund/exchange. This usually takes around 3 working days.

I've forgotten to include my returns form in my parcel

If you forget to include your return slip, please contact us as soon as possible at web@wovendurham.co.uk.Please include your full name, and order number and let us know there is no return slip in the order so we are aware we are expecting it.

How long will it take to get a refund?

Once we have received your parcel we will usually process your return/exchange within 3-5 working days.
Please allow 7 working days after this for the money to show in your bank account.

I paid with a gift card. How will I get a refund?

Refunds will be credited to the original payment method. If you paid with a gift card, a new gift card will be issued for the refund amount and delivered via email to the address associated with the order. 

Can I return something online if I purchased in store?

Unfortunately, due to our payment systems, any items purchased in-store need to be returned in the same way. Sorry for any inconvenience.

I bought something online. Can I return it in store??

Yes, please make sure to bring your order confirmation with you or we will be unable to process your return in-store.

I have another issue that's not listed.

If you need any additional help, please contact us using one of the methods below:

Email:web@wovendurham.co.ukTel:+44 (0)191 374 1002Via webchat in the bottom left of the website.

Need more help?