Returns made simple
We want you to be happy with your purchase. If something isn’t quite right, we’re here to help you arrange a return.
Our 30-day return policy gives you 30 days from receiving your order to request a change-of-mind return, subject to the condition guidance below.
Make a ReturnStart your return
Use our Make a Return page. Have your order number and the email address or telephone number you used to place your order ready.
Pack with care
Follow the return instructions and protect the item for its journey back. Keep your proof of postage.
Receive your refund
Once your return is received and checked, we aim to refund your original payment method within 3 working days.
Keeping your item in returnable condition
For our extended 30-day change-of-mind returns, please send items back unused, clean and in the same condition as received, complete with their original packaging, labels and any included accessories.
- Items should be free from marks, odours, pet hair, washing or signs of use.
- Keep the original product packaging and labels while deciding whether to keep your purchase.
- Return the item and its original packaging as you received them. Fold and repack textiles neatly in the same way they arrived. Please do not remove labels or alter the item.
Opened the packet to check your purchase?
Carefully opening packaging to inspect an item does not automatically prevent a return. For our extended 30-day change-of-mind returns, the item must be repacked as you received it, in its original packaging and in a condition suitable for resale. Please refold it neatly and replace all packaging, labels and included parts as they arrived. Do not force or cram it back into the packet. If removing it from the packaging means you cannot put it back in the same way, or the item or packaging is left damaged or unsuitable for resale, please contact us before returning it. This condition applies to our extended returns offer; your statutory rights below remain unaffected.
Curtains can be difficult to fold and fit back into their original packaging. If you are unsure about the colour or design when you first look at them, please avoid taking them out of the packet where possible. Check what you can see through the packaging first, and contact us if you need help deciding.
For curtains, check the fabric, colour and size carefully. Avoid hanging or using them, pulling pencil-pleat heading cords, cutting, washing or altering them while deciding. If you have simply unfolded them to inspect, refold them as you received them and return them neatly in the original packaging, in a condition suitable for resale. Please do not bunch or force curtains back into their packet.
Under our extended returns offer, we cannot accept used, washed, altered or otherwise unsaleable items, or items missing their original product packaging. If you are unsure, contact us before sending your parcel.
If your order is faulty, damaged or incorrect
Please email support@williamsonsfactoryshop.co.uk with your order number, a description of the problem and photos where helpful. We’ll help arrange the appropriate refund, replacement or other remedy.
The change-of-mind condition and packaging requirements do not remove your rights if an item is faulty, not as described or incorrect. We cover reasonable return costs for these issues; please contact us first for instructions.
Useful return information
Return postage
For change-of-mind returns, you are responsible for return postage. Please follow the instructions provided through our returns page and keep proof of postage until your return is complete.
When will my refund arrive?
We aim to process an accepted return within 3 working days of receiving and checking it, using your original payment method. Your bank or card provider may need additional time to show the payment.
Where you exercise your statutory cancellation right, we refund within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. If you cancel and return the whole order, we also refund the cost of our standard outbound delivery; any extra cost for an upgraded delivery service is not refundable.
Your online cancellation rights
For most online and telephone purchases, you can tell us you wish to cancel within 14 days from the day after receiving the goods, then have a further 14 days to send them back. You can use our returns page or contact us by email or phone.
You may inspect goods as you would in a shop. Opening ordinary packaging or not retaining it does not, by itself, remove this right. If handling goes beyond what is necessary to check the goods and reduces their value, we may make a proportionate deduction from the refund where the law allows. Our extended 30-day offer applies in addition to these rights.
Items with specific return restrictions
Change-of-mind cancellation rights may not apply to goods made to your specifications or personalised for you, or to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. Please ask us if you are unsure whether a restriction applies to your item. Your rights for faulty or misdescribed goods still apply.
Need help with a return?
Call 01209 843366 or email support@williamsonsfactoryshop.co.uk. We’re happy to help.
Make a ReturnThis policy does not affect your statutory rights.