Return Policy

✅ Return Policy – Wiecel®

At Wiecel®, your satisfaction is our priority.
We want every customer to feel confident and happy with their purchase.
If something is not quite right, we are here to help.

If you have any questions, you can contact us at any time:
📧 info.wiecelstore@gmail.com

1. The size does not fit?

No problem.
If your shoes do not fit as expected or you prefer a different model, we can assist you with an exchange, or you may request a standard refund.

To begin the return process, please email us at:
info.wiecelstore@gmail.com
Subject: “Return – Order Number”

Our support team will provide step-by-step instructions.

2. Damaged, defective, or incorrect item

We're truly sorry if something went wrong with your order.
If your item arrives damaged, defective, or incorrect, please contact us and we will send a replacement free of charge, with no additional cost to you.

Please contact us within 7 days of delivery and include:

• Your order number

• Clear photos of the issue

We will take care of the rest.

3. Cancellation and return period

In accordance with UK consumer protection law, you have the legal right to cancel your order within 14 days of delivery.

This gives you more time to try your shoes and decide whether you’d like to keep them.

Note: If your order has already been dispatched, shipping cannot be stopped. In this case, you may return the parcel once it has been delivered.

4. How to cancel and return your order

Before returning any item, you must contact us via email.
Returns sent back without prior written notification cannot be processed, as we may not be able to identify the sender.

📧 info.wiecelstore@gmail.com
Subject: “Return – Order Number”

We will then provide:

• Return instructions

• The withdrawal/return form

• Return shipping details

5. Return address

Returns must be sent to the following address:

Wiecel® Returns Department
5 South Charlotte Street
Edinburgh, EH2 4AN
United Kingdom

6. Return shipping costs

Return shipping costs are the responsibility of the customer, unless the item is defective, damaged or incorrect.

We strongly recommend using tracked shipping.

If the return parcel is lost and no tracking number can be provided, we cannot issue a refund.

7. When will I receive my refund?

Once we receive and inspect the returned product, your refund will be processed within 3–5 business days.

Refunds are always issued to the original payment method used at checkout.

We will notify you by email once your refund has been completed.

8. Condition of returned items

We can only accept returns if the item:

• Has not been used beyond trying it on indoors

• Is in its original condition

• Includes all accessories and packaging if applicable

Products that show visible wear, damage or signs of use beyond reasonable fitting cannot be refunded.

9. Returns after 14 days

After 14 days from the date of delivery, we are no longer able to accept returns.
This ensures fair and equal treatment for all customers.

 

 

📝 Withdrawal Form (UK & EU Consumers)

If you wish to withdraw from the contract, please fill out this form and send it to:

📧 info.wiecelstore@gmail.com