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Delivery & Returns

CHRISTMAS DELIVERY & RETURNS POLICY

Items purchased online between 25th November 2018 and 25th December 2018, are eligible for exchanges and returns until 31st January 2019.

Please note, we will be closed for business over Christmas from 21st December 2018 to 2nd January 2019. Any orders placed during this time, will not be processed until business resumes on 2nd January 2019. We apologise for any inconvenience this may cause.

For all other policy details, please see below.

STANDARD DELIVERY & RETURNS POLICY

As a thank you for purchasing your frame, we don't charge you for delivery.

UK Deliveries will be sent to the address on the order within 5 working days. International delivery times will vary depending on your country.

EU Countries: Delivery will be within 10 Working days.

Outside EU: Delivery will be within 17 working days.

Please note there are certain countries we do not deliver to outside of the EU, if you are unsure, please send an e-mail to Customer Services before placing your order and we will check and confirm.

Please note we do not deliver to PO Boxes or similar.

On delivery you will be required to check the condition of the packaging. You must let us know about any damaged, missing and/or incorrect goods within 72 hours of receipt.

Cancellations, Refunds and Exchanges

We are confident you will love your W&H frames, however we understand that sometimes customers may have second thoughts. If your frames have not been glazed and you wish to request a refund or exchange. Please send an email within 14 days of your purchase to customercare@walterandherbert.com stating your name, order number and the reason for the return. Our customer care team will review your request and confirm options available.

To return any goods we recommend that you use a signed for delivery service and make sure the frames are insured as we cannot take any responsibility for any parcels lost in transit.

All returns (not faulty) must be in an unused condition in their original packaging. Once a refund has been agreed, please allow 5 working days for the funds to reach your account. Refunds will be processed back on to the same card used to place the original order.

Carriage on returns is non-refundable, except if the product is faulty.

If you are based within the EU, you have the added protection of the Consumer Protection (Distance Selling) Regulations 2000.