FAQ

What should I do if my order hasn't been delivered yet?

1. Check the estimated delivery date

You’ll find this date in your Order Confirmation email and in ‘My Orders’ in My Account.

Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking.

 

2. Track your order

All you need to do is log into My Account and select the order you want to track.

Click the ‘Track Order’ button to follow your parcel.

 

3. I’m still waiting for my order

Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) – our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.

If your order doesn’t arrive, please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.

Can I cancel my order after I've placed it?

you won’t be given the option to cancel it if we already despatched. because we use fast shipping delivery

Cancel an order

1. Log into My Account by selecting the person icon in the top right hand corner of any page.

2. Go to My orders and select the order you’re looking to cancel.

If the button next to an order says Cancel/View, you still have time to cancel by clicking the button. Your order status will change to Cancelled.

If the Cancel button is not available, it’s too late for you or our Customer Care team to cancel your order. and give order number and the reason  [email protected]

Just one more thing…

When you place an order with WILLNE SHOP, the funds are reserved for us – we don’t actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don’t take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again.

Can I edit my order after I've placed it?

We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option, delivery address or payment method.

 

To cancel your order, just follow these steps:

1.  Log into My Account and view your recent orders.

2. Click on the Cancel/View button next to your order.

If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order.

How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

 

stripe-payments-logos

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.  

To add your card details, just login to your account and click on Payment methods. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don’t want to save your payment details to your account, then you can also enter them when you get to checkout. If there is no payment details saved to your account, then you’ll be asked to enter them when you click Place Order.

Can I get a refund if the price has changed since I ordered it?
As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.
 
What should I do if my refund is incorrect?

We’re really sorry if we’ve made a mistake with your refund!

If this is the case please get in touch with our Customer Care team and we’ll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

What will happen with my refund if I’ve used a spend and save code?

All of our spend and save codes have a minimum spend, which you’ll be able to view in the Ts&Cs of the code. This minimum spend must be met for the promo code to apply.

If you place an order using a spend and save code, and then return an item from your order that brings the cost of your order under the minimum spend, then the terms of the code have no longer been met. This may mean that the amount you’re refunded for the returned item is adjusted, or that no refund will be given.

An example of how a refund may be adjusted is below:

  • Code – £20 off a minimum £100 spend
  • Order total – £110
  • Returned item – £30

 

As the return brings the total spend under the minimum spend of £100, the refund will be adjusted to reflect this and the discount of £20 removed. This would mean a refund of £10 would be issued. 

If you’ve received an email saying one or more of your items are out of stock this may affect the refund you get back if you used a spend and save code. We thought the item was in stock when you placed the order. However, when we went to pack your order we realised the item was no longer available.

If the minimum spend has still been met you have nothing to worry about, but if you fall under it the terms and conditions have no longer been met.

The refund amount you’ll get will be outlined on the e-mail we send to you.

I'm missing an item from my order, what do I do?

We’re sorry there’s an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

 

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • You can also check if your order has been split into more than one parcel by logging into ‘My Account’ and checking my orders.
  • The item/s you ordered may have been out of stock. It’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

If you have an item missing from your order, please let us know within 30 days of of your order being delivered and we’ll do our best to help you.

I've received an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straight away. 

If one of the items you received isn’t what you ordered, please send it back to us and we’ll refund you if it’s incorrect.

To create your return, simply log into My Account, click Create Return next to the order you’re looking to send back to us and follow the instructions provided. Don’t forget to select Incorrect item received as your reason for return.

For more information on how to return, click here.

Do keep hold of your proof of postage in case we need to look at it later on. 

If you choose to return through another method, it’s your responsibility to pay for your return. If you still want the order and they’re still in stock, please order them through our website as normal. 

The easiest way to do this is to log into My Account, view your original order, and then add the items to your shopping bag.

I've purchased beauty products, can I return these?

Always check the product info section for details on whether the item is returnable. For items which can be returned we can only accept beauty items back to us if they have been unused and are still sealed for hygiene purposes.


Click here to view your returns options.

All goods will be inspected on return. We try hard to accept all returns, in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Check out our Returns Policy for more information.