Tell us within 14 days
For online orders, please let us know within 14 days of receiving your order if you would like to return something because you have changed your mind.
Returns & exchanges
Returns, exchanges and careful help
If something is not quite right with your online order, please contact us before sending anything back. We will guide you through the next steps clearly and carefully.
Please contact Wye Knot before returning any online order. Products sent by a direct-delivery partner may use a different authorised return route or need collection from the original delivery address, so the shop address is not automatically the correct return address.
At a glance
- Change of mind tell us within 14 days
- Return route confirmed by Wye Knot first
- Exchanges where stock allows
- Refunds to original payment method
- Damage email photos as soon as possible; ideally within 12 hours
Please email before returning
Please contact Wye Knot before sending anything back. This is especially important for direct-delivery, large, fragile, damaged or incorrect items because we may need to authorise a different return address or arrange collection.
Where stock allows
Exchanges may be possible where stock is available. Please contact us first before sending anything back so we can check the best option.
Changed your mind?
Returning an online order
If you decide an item is not quite right, please email us within 14 days of receiving your order. You then have a further 14 days to return it after telling us, unless we arrange collection or another return method with you. Where goods from the same order arrive separately, the cancellation period normally runs from the day after the last item is delivered.
You may handle an item only as far as reasonably necessary to establish its nature, characteristics and functioning, much as you would in a shop. Please return original packaging, labels or tags where possible. If handling goes beyond what is reasonably necessary and reduces the item’s value, we may make a lawful deduction.
For a change-of-mind return, you will usually be responsible for the direct return cost where this was made clear before purchase, unless we agree otherwise. If an item is faulty, damaged, incorrect or not as described, please contact us before paying to return it. Direct-delivery or unusually large items may require an authorised collection or return route, so please do not send them to the shop or supplier without instructions from Wye Knot. Your statutory rights are not affected.
Tell us
Within 14 days
Return condition
Reasonable inspection only
Refund method
Original payment
Return email
Email returns
Email us so we can help
If your item arrives faulty, damaged, incorrect or not as described, please email us with your order number, a description of the issue and clear photos.
For damaged deliveries, please also include photos of the packaging and contact us as soon as possible, ideally within 12 hours of delivery. Prompt photos help us resolve courier or fulfilment claims, but this request does not affect your statutory rights.
Pack returns carefully
Please pack returns carefully, especially glass, ceramics, homeware and other fragile pieces.
If an item is damaged because it was returned without suitable packaging, this may affect the refund where the law allows.
If something arrives damaged
Tell us quickly so we can help
Please email returns@wye-knot.co.uk as soon as possible, ideally within 12 hours of delivery, including your order number and clear photos of the item and packaging. Prompt notice helps us resolve the issue quickly but does not affect your statutory rights.
How to return
Please contact us before sending anything back
Email us first so we can confirm the correct return address or collection route. This matters particularly for products that were sent directly by a fulfilment partner, because returning them to the shop or supplier without authorisation can delay your refund.
Email returns
Return route
Please obtain return instructions first
For eligible shop-fulfilled returns we may confirm 27 High Street, Builth Wells, LD2 3DL. Direct-delivery items may use a different authorised address or collection service.
- Contact before return
- returns@wye-knot.co.uk
- Include
- Your order number
- Pack carefully
- Especially fragile items
Please do not send items back without contacting us first, and do not send a direct-delivery item to the fulfilment partner unless Wye Knot has given you that return instruction.
Refunded to your original payment method
Where a refund is due for an online change-of-mind return, it will be made to the original payment method within 14 days of receiving the returned goods or, where applicable, evidence that you have sent them back. Where permitted, we may wait until the goods are returned or suitable evidence of return is provided before issuing the refund.
Standard delivery is refunded where legally required. If you chose a premium or extra delivery service, we do not refund more than the standard delivery amount unless required.
Online orders can be discussed with us first
Click & collect orders follow the same online returns policy. Please email us before bringing anything back to the shop.
If we agree an in-shop return, refunds will usually be processed back to the original online payment method rather than in cash.
Some items have special return rules
Some online change-of-mind cancellation rights do not apply, or can be lost, for certain goods. Examples include goods made to your specification or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
Other items may have particular return conditions depending on their nature and how they have been handled. These exceptions do not affect your rights where goods are faulty, damaged, incorrect or not as described. Sale or clearance items are not excluded from your statutory rights. If you are unsure, please contact us before sending anything back.
This page is a plain-language guide for online orders. Your statutory rights are not affected.
Returns questions
Helpful answers before returning
How long do I have to tell you about a return?
For online change-of-mind returns, please tell us within 14 days of receiving your order.
Can I exchange an item?
Exchanges may be possible where stock is available. Please contact us first before sending anything back.
What if my item arrived damaged?
Please email returns@wye-knot.co.uk as soon as possible, ideally within 12 hours of delivery, with your order number and clear photos of the item and packaging. Prompt notice helps us investigate quickly but does not affect your statutory rights.
What if my order was sent directly by a fulfilment partner?
Contact Wye Knot first. We remain responsible for your order and will confirm the correct return address or arrange the authorised collection route where needed. Please do not contact or return goods to the fulfilment partner independently.
How should I package a return?
Please use suitable protective packaging, especially for fragile items. If an item is damaged because it was returned without suitable packaging, this may affect the refund where the law allows.
Can I return a click & collect order?
Yes. Click & collect orders follow the same online returns policy. Please contact us first, and any agreed refund will usually be made back to the original online payment method.
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