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.
Online orders, including click & collect orders, can be discussed with us first by email. This helps us look after fragile items, exchanges and refunds properly.
At a glance
- Change of mind tell us within 14 days
- Contact first before returning items
- Exchanges where stock allows
- Refunds to original payment method
- Damage email photos where possible within 12 hours
Please email before returning
Please contact us before sending items back, especially if the item is fragile, damaged, incorrect or you would like an exchange.
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. We will confirm the return details before you send anything back.
Items should be returned unused, in their original condition and with any packaging, labels or tags where possible.
For change-of-mind returns, you are responsible for returning the item safely unless we agree otherwise. Your statutory rights are not affected.
Tell us
Within 14 days
Return condition
Unused condition
Refund method
Original payment
Return email
Email returns
Email us so we can help
If your item arrives faulty, damaged or not as expected, 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 within 12 hours of delivery where possible.
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.
If something arrives damaged
Tell us quickly so we can help
Please email returns@wye-knot.co.uk within 12 hours of delivery where possible, including your order number and clear photos of the item and packaging.
How to return
Please contact us before sending anything back
Email us first so we can confirm the best return route and help protect fragile items in transit.
Email returns
Return address
Wye Knot
27 High Street, Builth Wells, LD2 3DL
- 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, especially if an item is fragile, faulty or damaged.
Refunded to your original payment method
Refunds are processed back to the original payment method after the returned item has been received and checked.
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 items may not be returnable unless they are faulty, damaged or not as described. This can include personalised or custom-made items, perishable goods, sealed hygiene items once opened, used candles or fragrance items, and gift cards.
Sale or clearance items are not excluded from your statutory rights. If something is faulty, damaged or not as described, please contact us so we can help.
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 within 12 hours of delivery where possible with your order number and clear photos of the item and packaging.
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.
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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