Frequently Asked Questions

Our Returns policy can be found here

For full instructions on how to return an item purchased online please see our Returns policy here

You will receive an e-mail to confirm we have received your item and a refund will be processed the same day. The refund will be processed to the credit or debit card of the person who originally placed and paid for the order. The money normally shows in your account within 3 working days; however it is dependent on your bank.

To be eligible for a refund or exchange the unwanted item, unless faulty, must be returned to us within 28 days of receiving the item.

If you would like to return an item which you believe to be faulty, please contact us as soon as possible via telephone (01254 822 220) with your order number so we can discuss the matter personally.

For full instructions on how to exchange an item purchased online please see our Returns policy

Unfortunately we are unable to reimburse you for any return postal costs in the event of a refund or exchange.

If we have sent an incorrect item or an item is deemed to be faulty, return postage will be refunded.

For full instructions on how to exchange an item purchased online please see our Returns policy.

Yes sale items can be returned. For full instructions on how to return an item purchased online please see our Returns policy.

We offer free, fast delivery on all UK orders.

For full details please see our Delivery information page.

We offer free delivery on all UK orders and whilst Royal Mail aim to deliver them the next working day, it cannot be guaranteed.

You can however upgrade to Royal Mail Special Delivery Guaranteed™ at a cost of £5 – the item will be delivered before 1:00 pm the next working day, guaranteed. Choose the delivery upgrade option during the checkout process.

Please note next working day delivery is only guaranteed for orders placed by 3pm Tuesday – Friday and before 10am on Saturday. Orders placed after 4pm Sunday and all day Monday will be sent on Tuesdays.

Unfortunately we are unable to offer a tracking service for our free delivery options. When you upgrade to Special Delivery we can email the tracking code should you require it.

If Royal Mail has not delivered your order by 1pm, the £5 upgrade cost will be refunded to the credit or debit card of the person who originally placed and paid for the order. We will also email you the tracking details of the order to enable you to find out when the order is due to arrive.

Please note refunds will only be issued if the failure to deliver the order by 1pm the next working day is entirely the fault of Royal Mail. We cannot issue refunds if Royal Mail attempted delivery before 1pm and you were not at home.

Unfortunately we are unable to offer this service online at this time.

You can purchase Whalley Warm & Dry Gift Vouchers in store. Online gift vouchers are coming soon!