Returns & Exchange Policy

Returns & Exchanges Policy

AJ Wallace is a UK-based fashion brand. Every piece is designed and made with care, often in small runs or as a one-off, so we want you to be confident in your purchase. This policy explains your rights when buying online and sits alongside your statutory rights under UK consumer law.

Need help before you buy?

We’re happy to help with sizing, fit and any questions about a piece before you order. Reach us through our Contact page or send a direct message on Instagram. Please get in touch before you buy if you’re unsure.

Your right to cancel (change of mind)

If you buy from us online, you have the right to cancel your order for any reason.

  • You can cancel from the moment you place your order until 14 days after the day you receive your goods.
  • To cancel, tell us clearly in writing through our Contact page or by email to info@ajwallace.uk. You may use the model cancellation form at the end of this policy, but you don’t have to.
  • After you tell us you are cancelling, you have 14 days to send the goods back to us.

Condition of returned items

Every piece is sent with tags attached. To receive a full refund, items must be returned:

  • Unworn, unwashed and undamaged
  • With all tags still attached
  • In their original packaging

You may try on a piece to check size and fit, as you would in a shop. Please keep the tags attached. Removed tags tell us a piece may have been worn or used, so we ask that you only remove them once you are sure you are keeping the item.

If a returned item shows signs of wear, washing, alteration, or handling beyond what is needed to inspect it, we may reduce your refund to reflect the loss in value, as UK law permits.

Items that cannot be returned for change of mind

Under UK law, the right to cancel does not apply to:

  • Items made to your measurements or specifications, or clearly personalised for you (including made-to-order pieces and alterations made to your requested size)
  • Sealed items that are not suitable for return for health or hygiene reasons, such as earrings, once unsealed

We will always tell you before you buy if a piece is made to order or personalised. These exclusions do not affect your rights if an item is faulty.

Refunds

  • We refund the price of the goods and the standard delivery charge you paid. If you chose a more expensive delivery option, we refund only the cost of our standard option.
  • We will refund you within 14 days of receiving your return, or of you providing proof that you have sent it back, whichever is earlier.
  • Refunds go to your original payment method. We only issue a gift card if you ask for one.

Exchanges

We do not offer size exchanges for items of the same value, as each piece is a singular item. Because many pieces are made in small runs, your size may not be in stock. If it isn’t, you may choose a refund or a store credit instead. To request an exchange, contact us within 14 days of delivery.

How to return an item

  1. Contact us through our Contact page or by email to say you wish to return or exchange your order. Please include your order number.
  2. We will confirm the return address and any instructions.
  3. Pack the item securely in its original packaging with the tags attached.
  4. Send it back within 14 days of telling us you are cancelling.

Return postage: Unless the item is faulty, you are responsible for the cost of returning it. We recommend a tracked and insured service and keeping your proof of postage, as you are responsible for the item until it reaches us.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or not as described, you have legal rights under the Consumer Rights Act 2015. These include the right to reject the item for a full refund within 30 days of delivery. Please contact us as soon as you notice a problem, with photos if possible.

  • If an item is faulty, we will pay the cost of returning it.
  • We will offer a refund, repair or replacement as the law requires. Because many pieces are one-offs, a replacement may not always be possible, in which case we will refund you.
  • Please keep in mind that natural variations in handloom and hand-embroidered fabric are part of the craft and are not faults.

Your legal rights

Nothing in this policy affects your statutory rights as a consumer.

International orders

This policy applies to customers in the UK. If you are ordering from outside the UK, you may have additional rights under your local consumer law, and we will honour those where they apply.

Contact us

AJ Wallace
Email: info@ajwallace.uk
Instagram: @ajwallace.uk

Model cancellation form (optional)

Complete and send only if you wish to cancel.

To: AJ Wallace, [address], [email]
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods: [item]
Ordered on / received on: [date]
Name: [name]
Address: [address]
Date: [date]