Refund policy

I understand that sometimes a return or exchange may be necessary, and I’m here to assist you. Please review The Wire Boutique’s return and exchange policy below, which is compliant with UK law.

Eligibility for Returns and Exchanges:
-The return and exchange policy applies to all non-customised items purchased from The Wire Boutique.
-Customised items (including any personalised or custom items, such as bridal hangers, personalised cake toppers, wine glass charms, place names, etc) are exempt from returns and exchanges unless there is a defect or error on my behalf.

Return and Exchange Period:
-You may request a return or exchange within 14 days of receiving your non-customised item(s).
-The 14-day period begins from the date the item(s) were delivered to your specified shipping address (taken from the Royal Mail tracking information on your order).

Conditions for Returns and Exchanges:
-To be eligible for a return or exchange, the item(s) must be unused, in the same condition as received, and in their original packaging.
-The item(s) must not show any signs of -damage, wear, or alteration. This includes avoiding any rough handling during the unpacking stage, as any resulting damage will render the item ineligible for return.
-I reserve the right to refuse a return or exchange if the item(s) do not meet the above criteria.

How to Request a Return or Exchange:
-To initiate a return or exchange, please contact me directly within the 14-day period.
-You can reach me via the website contact form, or via email (hayley@thewireboutique.co.uk)
-Please provide your order number, a detailed description of the issue, and any supporting evidence if applicable.
-I can then guide you through the return or exchange process and provide you with further instructions.

Return and Exchange Process:
-Once your return or exchange request is approved, I will provide you with a return address.
-Please securely package the item(s) to ensure they are not damaged during transit.
-I recommend using a tracked shipping service (such as Tracked48, which can be purchased online from Royal Mail) to return the item(s). I cannot be held responsible for lost or undelivered packages.
-The customer is responsible for all shipping costs associated with the return or exchange, unless the return is due to my error/a defective item.

Refunds and Store Credit:
-For approved returns, I will process a refund to your original payment method via Shopify.
-Refunds will include any shipping fees paid during the initial purchase.
-Please allow for a reasonable processing time for the refund to reflect in your account.

Defective or Incorrect Items:
-If you receive a defective or incorrect item, please contact me immediately.
-I may require photographic evidence or further information to assess the issue.
-I will then provide a replacement or issue a refund, but each issue will be assessed on a case-by-case basis.

Non-Refundable and Non-Exchangeable Items:
-The following items are non-refundable and non-exchangeable unless they arrive damaged or defective:
All customised items, including personalised hangers, personalised cake toppers, wine glass charms, place names, etc.

Customer Responsibility:
-It is the customer's responsibility to ensure that the provided shipping address is accurate and deliverable.
-Any costs incurred due to incorrect or undeliverable addresses will be the customer's responsibility.

Changes to the Return and Exchange Policy:
-I reserve the right to modify or update this return and exchange policy at any time.
-Please refer to the latest version on The Wire Boutique’s page or contact me for the most up-to-date information.