Returns & Refund Policy
We hope you are completely happy with your purchase from us, however we understand that sometimes an item may not be suitable.
CANCELLING OR RETURNING AN ONLINE ORDER
ONLINE ORDERS MUST BE RETURNED BY POST AND CANNOT BE RETURNED TO OUR STORE.
If you change your mind about an eligible online purchase, you have the right to cancel your order within 14 calendar days from the day after you receive your goods.
Once you have notified us of your decision to cancel, you then have a further 14 days to return the goods to us.
To help us process your return as quickly as possible, please notify us by email at info@westernwear.co.uk or submit a return request through our online returns portal.
Please include your order details and let us know which items you intend to return and whether you are requesting a refund or exchange.
Nothing within this policy affects your statutory consumer rights.
Return Postage
In the unlikely event of faulty goods or the unfortnate event of being sent the wrong item, please contact us at info@westernwear.co.uk to agree on how best to return the goods to us.
Unless an item is faulty, incorrect or we have agreed otherwise, you are responsible for the cost of returning your goods to us.
We strongly recommend using a tracked and appropriately insured postal service and retaining your proof of postage.
Wild Wild Western Wear cannot accept responsibility for returned parcels that are lost or damaged while in transit to us where the return remains the customer’s responsibility.
If you use a courier other than Royal Mail, including Parcelforce, please ensure the delivery service is scheduled for a day and time when our shop is open. We also recommend providing us with the tracking information.
Your Refund
Once your return has been received and processed, any refund due will be made to your original payment method.
Where you are exercising your statutory right to cancel an online order, we will refund the amount required by law, including the applicable standard outbound delivery charge where required.
If you selected an enhanced or more expensive delivery service, we are only required to refund an amount equivalent to our least expensive standard delivery service available for that order.
Please allow sufficient time for your bank or payment provider to process the refund once it has been issued.
Trying On & Looking After Your Purchase
You may inspect and try on your purchase to establish its nature, characteristics and fit, in the same way that you reasonably would when viewing or trying an item in a shop.
Please take particular care of items while deciding whether to keep them.
All returns are filmed for full transparency & if goods have been handled beyond what would reasonably be necessary to establish their nature, characteristics and fit, and this has resulted in a reduction in their value, we reserve the right to make an appropriate deduction from the refund where permitted by law.
Any such deduction will be based on the condition of the individual item and the reduction in its value. It will not be an automatic restocking or processing fee.
If the wear or usage is deemed excessive during our insepction then we reserve the right to reject the return & return the goods to you. We will notify you by email if this is the case.
Footwear Returns
Western boots should only be tried on indoors on a clean, soft or carpeted surface.
Please do not wear boots outside while deciding whether they are suitable.
Boots returned with signs of use beyond a reasonable indoor fitting — including marked or worn soles, significant scuffing, staining, excessive creasing or other signs of wear — may have suffered a reduction in value.
An appropriate deduction may therefore be made from the refund to reflect any reduction in value caused by handling beyond what would reasonably be necessary to assess the boots.
Please return all original tags, labels and product packaging supplied with your boots.
Please do not attach tape, postage labels or writing directly to the manufacturer’s boot box. The boot box should be placed inside suitable protective outer packaging before being returned.
Damage to the product or its retail packaging caused by inadequate return packaging may result in a deduction where this has reduced the value of the goods.
Hat Returns
Please take particular care when trying on hats.
All original labels, stickers and other components should be returned with the hat.
Where supplied, please replace the protective plastic liner on the inner hat band and use the corrugated cardboard crown protector when returning the hat.
The hat must be securely packaged in a suitable rigid box to prevent the crown or brim from being crushed or damaged during transit.
Hats that have been worn, steamed, reshaped, altered or otherwise handled beyond what would reasonably be necessary to establish their fit and characteristics may have suffered a reduction in value.
We may make an appropriate deduction from the refund to reflect that reduction in value, or reject the return if the wear or usage is deemed excessive during our insepction.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at info@westernwear.co.uk.
Where possible, please include photographs showing the item and the issue so that we can investigate this quickly for you.
Your statutory rights in relation to faulty, damaged, misdescribed or incorrect goods are not affected by this returns policy.
Exchanges
If you would like to exchange an item, please let us know when requesting your return and include details of the item and size you would like instead.
Exchanges are subject to stock availability.
Where an exchange cannot be completed, we will contact you or process the appropriate refund.
FAIR USAGE OF OUR RETURNS SERVICE
We understand that finding the correct size can sometimes be difficult, particularly with western boots and hats, as sizing and fit can vary considerably between brands, styles and individual products.
We are a small, independent family-run business and are always happy to provide sizing and fitting guidance before an order is placed.
Our online returns service is intended to allow customers to return purchases that genuinely prove unsuitable. It is not intended to operate as a substitute for an in-store fitting service through repeated or unusually large orders of different sizes or styles primarily for comparison at home.
We may review a customer’s ordering and returns history where we identify an unusually high or repeated pattern of ordering and returning goods.
Where we reasonably consider use of our service to be excessive or outside normal purchasing behaviour, we reserve the right to restrict or decline future orders.
This Fair Usage Policy does not limit or affect your statutory consumer rights in relation to an order that has already been accepted.
Help With Sizing Before Ordering
We strongly encourage customers to contact us before ordering if they are unsure about sizing.
Western boots fit very differently from everyday shoes, and sizing can vary between brands and styles. Our experienced team will be happy to provide guidance based on your measurements, usual footwear size and the particular styles you are considering.
Sizing advice provided remotely is our best guidance and cannot guarantee fit.
If you are considering ordering several different pairs or sizes simply to establish which fits best, we strongly recommend visiting our store for a professional fitting where possible.
CHRISTMAS RETURNS
Our extended Christmas returns period begins on 20th November.
Purchases covered by our Christmas returns policy may be returned until 14th January or 28 days after delivery, whichever is later.
Please notify us at info@westernwear.co.uk of your intention to make a Christmas return by 6th January.
Our extended Christmas returns policy is offered in addition to, and does not restrict, your statutory consumer rights.
IN-STORE RETURNS POLICY
ITEMS PURCHASED IN STORE MUST BE RETURNED TO THE STORE AND CANNOT BE RETURNED BY POST.
For change-of-mind purchases made in our physical store, we offer a 14-day returns period.
Please return your purchase within 14 days together with your receipt/proof of purchase and order number.
Items must be unused and returned in their original saleable condition with their original tags and labels attached.
Hats should also include the protective liner and packaging supplied with them.
This 14-day change-of-mind policy is an additional returns policy offered by Wild Wild Western Wear and does not affect your statutory rights where goods are faulty, not as described or otherwise do not conform to your legal rights. This additional returns policy is fully descretionary and maybe amend/withdrawn as management see fit.
In-Store Change-of-Mind Returns
Wild Wild Western Wear voluntarily offers a 14 calendar day (day one is the purchase date) change of mind returns policy for eligible in-store purchases. This is an additional store policy and does not affect your statutory rights in respect of faulty, misdescribed or otherwise non-conforming goods.
Items must be returned within 14 calendar days of purchase, together with the original receipt, and must be unworn, unused and in their original pristine and resaleable condition with all original labels, tags and packaging.
Certain transactions, including bulk, high-value or multiple-item purchases, may be excluded from our voluntary change-of-mind returns policy. Where an exclusion applies, this will be clearly communicated to the customer before the purchase is completed and recorded on the customer's receipt or invoice.
In store return requests outside of the 14 day period will be considered at our discretion at time of puchase. Where we agree to accept a late return, we will explain any conditions applicable to that discretionary return before accepting and processing the return.
Reaching Us
Should you have any queries please email info@westernwear.co.uk
Our Returns Address is:
Wild Wild Western Wear Ltd
43 Camp Road
Farnborough
Hampshire
GU14 6EN