Refund policy
We want you to love what you ordered. If something is not right, you can return it within 30 days of delivery.
30-day money-back guarantee
You have 30 days from the day your order is delivered to return any item for a full refund of the item price. This also applies to sale items.
Return conditions
- Items must be unworn, unwashed and undamaged, with all tags attached and in the original packaging. Trying items on is of course fine.
- Please include your order number with the return.
For hygiene reasons, underwear, swimwear and other hygiene-sealed items cannot be returned once the seal has been removed, unless they are faulty. Gift cards and personalised items are also excluded from returns.
How to return an item
- E-mail us at info@welsongray.com within 30 days of delivery with your order number and the item(s) you would like to return.
- We reply with return instructions and the return address.
- Ship the item back with a tracked service and keep your proof of postage.
Please wait for our instructions before sending anything back. Returns are handled by our returns warehouse in China. This is not our business address in the Netherlands; parcels sent to the wrong address cannot be processed.
Return shipping costs
Return shipping for a change of mind is paid by the customer. If we sent you a wrong, damaged or faulty item, we cover the costs and, in most cases, simply send a replacement without asking you to return the item.
Refunds
Once your return has arrived and has been checked, we process your refund within 10 business days. Refunds are issued to the original payment method. Depending on your bank or card issuer, it can take a few extra days before the amount shows on your statement. If you have not received your refund 15 business days after we confirmed it, please contact us.
Exchanges
The fastest way to exchange an item is to return it for a refund and place a new order for the size or colour you would like.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or not as ordered, e-mail us at info@welsongray.com within 30 days of delivery with your order number and a few photos. We send a replacement or refund you in full, at our cost.
Cancelling an order
You can cancel your order free of charge within 24 hours of placing it, as long as it has not been shipped yet. E-mail us at info@welsongray.com with your order number. Once an order has been dispatched, it can be returned under this policy after delivery.
Refused or unclaimed parcels
If a parcel is refused or not collected and is returned to us by the carrier, we refund the order minus the actual return costs charged by the carrier.
Questions?
Contact us at info@welsongray.com. Our customer service is available Monday to Friday, 9:00 AM to 5:00 PM (Eastern Time), and we usually reply within 24 hours on business days.