If you are a consumer, you have the right to cancel your order and receive a full refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason.
1. Your right to cancel
You may cancel at any time from the moment you place your order up to 14 days after the day you receive the goods. Where an order is delivered in several parcels, the 14 days run from the day you receive the last parcel.
2. How to cancel
- Before your order is sent to our warehouse, the quickest way is to cancel it yourself: go to Track & manage your order, enter your order number and email, and select Cancel this order. We will refund you automatically.
- At any point within the cancellation period, you can tell us you have decided to cancel by a clear statement, for example by emailing us at support@thewellyshop.com, or by completing and returning the model cancellation form below. You may use the form but you do not have to.
To meet the cancellation deadline, it is enough to send your cancellation before the 14-day period has expired.
3. Returning the goods
If your order has already been dispatched, you must send the goods back to us, or hand them to us, without undue delay and in any event within 14 days of telling us you wish to cancel. You are responsible for the cost of returning the goods. Please see our Returns & Exchanges page for the return address and how to arrange a return.
4. Refunds
We will refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days after the day we are informed of your decision to cancel. Where goods have been sent to you, we may withhold the refund until we have received the goods back, or you have supplied evidence of having sent them back, whichever is earlier.
We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result of the refund. If you chose a more expensive delivery option than our standard delivery, we will refund the standard delivery cost only.
5. Wellington boots, footwear and socks
Boots and footwear are fully returnable. You are welcome to try them on indoors, exactly as you would in a shop, and still cancel. If the boots have been used beyond simply trying them on (for example worn outside, with scuffed or muddied soles or other signs of wear), we may reduce your refund to reflect that reduction in the goods’ value, but we will still accept the cancellation.
The right to cancel does not apply to a few things: goods made to your specification or clearly personalised, and sealed goods that are not suitable for return for hygiene reasons once unsealed. For our range that means socks supplied in sealed packaging, once the seal is broken. Sealed, unopened socks can still be returned. None of this affects your separate legal rights if goods are faulty or not as described.
6. Model cancellation form
You can cancel by completing the form below and sending it to us, and we will email you to confirm we’ve received it. You do not have to use this form; any clear statement of your decision to cancel is enough.