Refund policy

You can always contact us for any return question at contact@wiracocha.uk.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@wiracocha.uk

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@wiracocha.uk.

Exceptions / non-returnable items

We want you to receive your products in top condition but sometimes things get damaged in transit. Please inspect the goods at time of receipt and notify us within 7 days of receiving a damaged or faulty product. Due to the nature of our products and for hygiene reasons we DO NOT offer refunds/exchanges on items simply unwanted/change of mind. If you receive an item damaged or faulty, we will of course exchange or refund this for you. We can not offer refunds/exchanges after the product has been used or removed from its original packaging. Items must be returned to us in their original state. Returns should be posted to the return address within 7 days of receipt. Where the rejection of the goods is due to a defect or discrepancy in the order, you’re entitled to a full refund or replacement. Unfortunately, we cannot accept returns on sale items or gift cards.

Please also take note; As our products our are affectionately handmade, each one is likely to be unique in appearance and may differ slightly from those shown in the photographs. This is a natural outcome of the traditional handmade process. 

To complete your return or to investigate any issue with your order we require you to return or send us photographs of your products and the purchase invoice so please retain these. We are unable to process any investigation or refund without these. If you do have to return any items we would recommend you keep proof of postage; we can not take responsibility for any parcels that might get lost in transit.

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, then your refund will be applied to your credit card or original method of payment within a certain amount of days.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you need to get in touch then please send a message on our Contact Us page or send an email to contact@wiracocha.uk