Refund policy

 

RETURNS AND EXCHANGES

If you are in any way unhappy with your goods, items you want to return for a refund or an exchange will be accepted within 30 calendar days of delivery (Worldwide). Items returned outside that period will only be refunded if the return has been authorised by our customer service team.

Special Terms And Conditions For Returns

• Gift Cards purchased online may be eligible for a refund within 14 days of purchase if unused.
• Purchases made with gift cards can only be exchanged/refunded to the gift card balance.
• Gift Cards issued as store credit for returns or exchanges are not eligible for refund and cannot be redeemed for cash.
• Fragrances & Candles must be returned in the original sealed packaging.
• Underwear is non returnable.

To return or exchange an item, please follow either of the below steps:

UK Returns and Exchanges

• To begin your UK return please go to our returns portal here.
• Enter your order number and the email address used to place the order.
• Next, choose which items are to be returned and if you would like a refund, voucher code, or exchange.
• If exchanging items, please select the same item in a different size.
• Once submitted, you will receive two emails. The first is a confirmation of your request with a return request reference number.
• The second email allows you to download a Collect+ label. Please follow the instructions contained in this email to return the items free of charge.
• If you have not received these emails from us, please check your junk mail and search "Your Wax London Order".

International Returns and Exchanges (Not for US orders)

For International orders, we are pleased to have brought in a new affordable returns service! We are pleased to be able to share our negotiated rates with our carriers. A single item is estimated to be around $30.00/USD 30 to return. You will get a quote for the cost of the return, which will be deducted from your refund.

• To begin your international return please go to https://web.global-e.com/Returns/Portal/myn38
• Enter your order number and the email address used to place the order.
• Next, choose which items are to be returned, the quantity & reason for return.
• Next, select prepaid returns label, then choose Print Returns Label. This will download the label to your computer which you can print and fix to the parcel.
• Please make sure to include the packing slip inside the parcel, indicating your reason for return.
• The cost of the label is deducted from your final refund (note: this does not apply to exchanges or returns of faulty items).
• Post your parcel at a DHL drop off point. You can find your nearest convenient drop off point at www.dhl.com

 

General Returns Policy

On processing your return we strive to organise refunds and exchanges as quickly as possible. We aim to process all returns within 48 hours of reaching us. Depending on whom you bank with, refunds may take a further few days to show up on your card statement.

We will only accept returns of items that are unused and returned with all original tags and packaging intact. We will not accept returns of items that have been worn or where the tags have been removed.

Responsibility for returned items remains with the customer until they are received by our warehouse; creating a return or generating a label or QR code does not confirm a return has been completed. If a return does not reach us, or arrives with missing items, we may request proof of postage before issuing a refund or store credit.

Returns & Store Credit Fair Use

Wax London reserves the right to monitor returns, exchanges, and store credit usage to ensure fair use.

Where patterns of activity appear inconsistent with typical customer behaviour, we may:

• Apply additional verification to orders
• Restrict returns or exchanges
• Limit store credit usage
• Refuse service or close accounts

These measures help us maintain a fair and sustainable service for all customers.

 

If you have any concerns or issues here please do email us on customercare@waxlondon.com

Please note that your statutory rights are not affected.