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Returns & Refunds
FREE RETURNS PICK UP
Book a free returns pick-up
Wanderist offers a free collection service to all customers.
You have 14 days from receiving your order to return the item to the Artisan. We strongly recommend that you book your free returns pick-up within 7 days of receiving your order to ensure that it arrives back to the Artisan in time. Please note that we can only collect returns from the same country to which your order was delivered.
To book a free returns pick-up:
Sign in to Wanderist and go to My Account;
Under 'Orders' click on the 'Book a return collection' link next to the order you want to return;
Select the items you would like to return and follow the steps to schedule a pick-up time and address.
We will e-mail you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents.
What happens next?
Print out the Air Waybill (AWB) and attach it to the outside of the parcel. There will also be a copy to give to the courier. Please save a copy of the AWB for your records. You can use this to track your return shipment.
If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.
Please note: if you are returning items to multiple Artisans you will need to request a separate pick-up for each Artisan. You can arrange additional collections in the My Account section.
Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the product. If you contact us after this 30 days period, we cannot guarantee a refund.
Returned items must conform to our returns policy:
Your returned item must arrive at the Artisan no later than 14 days after you receive the order. After this time we cannot guarantee that the Artisan will accept the order for refund;
We strongly recommend that you book your return pick-up within 7 days of receiving your order to ensure that it arrives at the Artisan within 14 days. Please contact customer services if you have any queries relating to this;
Please note we can only collect returns from the same country to which your order was delivered. If you have returned an item from a country other than your delivery country, you might have to pay additional import duties. We strongly advise that you do not do this and instead use our free returns collection service;
Once your return has been received by the Artisan and it complies with our returns policy, we will refund you by your original payment method;
We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging;
Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box;
We recommend that you return items in their original packaging to ensure the necessary protection when in transit;
Returned items will be refunded excluding the cost of shipping when using our free collections service.
RETURNS AND REFUNDS FOR CUSTOMISED ITEMS
Due to the nature of bespoke, Made to Measure, personalised and monogrammed items; returns, changes or cancellations are at the discretion of Wanderist and the relevant Artisan. In exercising this discretion, Wanderist and the relevant Artisan will have regard to the level of customisation and personalisation and also reserves the right to offer a credit for the relevant Artisan rather than a monetary refund. A credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised items may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.
DEPOSIT PAYMENT POLICY
In the specific case of Bespoke, Made to Measure and Made to Order items that require an appointment with the Artisan, it will be asked a deposit payment whose percentage can vary according to the Artisan’s policy (usually 30% of the total amount). This is a secure payment that is valid as customer’s “order confirmation”. Please read the paragraph “RETURNS AND REFUNDS FOR CUSTOMISED ITEMS” for refund policy.
If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a refund for the original item, excluding the original cost of shipping, according to our returns policy.
Once the Artisan has received your item we will refund you by your original payment method. Payments can take up to 14 working days to process. Returned items will be refunded excluding the original cost of shipping.