Exchanges & returns

EXCHANGES AND RETURNS

Please note the studio and the store operates reduced hours in Winter - any email requests for returns will be responded to Thursday - Saturday. Please note our 14 day return policy is automatically extended to allow for this.

GENERAL RETURN REQUIREMENTS 

​When shopping with us please make your choices carefully - returning items to retailers adds unnecessay carbon footprint to the process of retailing - something we are keen to keep to a minimum in Walker & Walker.

In the event of deciding to return an item please email us at earthtowalker@gmail.com to ensure a smooth returns process. Upon returning your garment you must include a returns note issued by ourselves and copy of your receipt with your return, otherwise your order return may not be correctly identified or processed.

IN STOCK ITEMS

​In stock items bought from our website can be refunded if returned within 14 days from the date your parcel arrived.  In the event that a refund is requested then items must be back with us at the store within 14 days of receiving your order - any returns received after this time will be issued a Gift Voucher for the value of your order less original postage paid.

 

MADE TO ORDER/CUSTOM ORDERS

For these orders we make everything by hand to your specifications and due to this, we would much rather exchange your made to order garment rather than refund. With this in mind, Made to order/Custom Orders are only valid for exchange only.

To help avoid exchanges/returns please consult our size guide or ask us about the fit, we will happily help you get the right size and length. 

 

SALE ITEMS

ALL ITEMS SOLD AS 'SALE' ARE NON-RETURNABLE  

Sale items can be identified by a SALE ribbon on the product listing in the web-store, or have a was/now price visible on the description and these items are to be considered 'non-returnable' products.

 

PROMOTIONAL ITEMS

Items sold as promotions or using discount codes are not treated as SALE and can be refunded or exchanged in the same way as full priced IN STOCK goods.


Please note general conditions of returns:

• All customers looking to return an item should email us at earthtowalker@gmail.com to ensure a smooth returns process.

• All returns should be accompanied by the online purchase receipt and within the 14 day period identified by the delivery date shown from your parcel reference number. 

• All products should be returned in their original condition – without odour or signs of wear, we are unable to exchange/refund items that we consider worn.  Nor will we be able to offer exchange or refund where a garment as been altered by a third party such as a local tailors or seamstress.

• The cost of return is the customer’s responsibility and returns should be sent on a trackable service - as we unfortunately can’t be responsible for lost post.
All delivery costs and the cost of returning you item will not be refunded.

 

When will I receive my refund or exchange?

The exchange or refund will be performed within 7-14 working days (excluding weekends and bank holidays) from the date we received the item back.  In the event of an exchange, normal making time frames should be allowed for us to hand make your product/replacement where an items is not currently held in stock – we thank you for your patience on this matter.

Refunds
Once we have completed your return/refund you will receive a confirmation email. 
All refunds are processed using the original method of payment. Please note it may take 3 – 5 working days from the date the refund is made for it to appear in your PayPal/Klarna/Clearpay balance or on your credit/debit card. 

 

If you do decide to return an item please use the following note for guidance on returning your parcel:


1. Make sure items are unworn, that the original tags remain in place and that you have emailed us prior to returning your item.
2. Return your unworn items within 14 working days to the address below, using a trackable service. Make sure you keep your proof of postage - items received after 14 days will be issued a Gift Voucher only.

Please return items to:

Walker & Walker

18a Gloucester Road

Ross on Wye

HR9 5BU

​​

Thank you for choosing to shop with us and we very much hope to have you as regular customers.