Last updated: 09th, August 2025

1. Introduction

At Waaleco (“we,” “us,” “our”), we strive to provide our customers with the best shopping experience. This Delivery and Returns Policy outlines our processes for shipping, delivery, returns, and refunds. Please review this policy carefully before making a purchase from our e-commerce website, www.waaleco.com (the “Website”).

2. Delivery Policy

2.1. Shipping Locations

We currently deliver to addresses within the United Kingdom. For international delivery inquiries, please email [email protected] before placing your order.

2.2. Shipping Methods and Costs

Shipping options and prices are shown at checkout before you confirm payment. Costs depend on the delivery method selected at checkout.

2.3. Order Processing Time

Orders are processed within 1 business day (Monday–Friday, excluding public holidays) after payment is confirmed.

During peak periods or due to unforeseen delays, processing may take slightly longer.

2.4. Delivery Timeframe

Estimated delivery times (after dispatch) are:

Standard Delivery: 1–3 business days
Next Day Delivery: 1 business day

Delivery times may vary due to factors outside our control (e.g., courier delays, weather).

2.5. Tracking Your Order

Once your order is dispatched, you will receive a confirmation email with a tracking link.

2.6. Delivery Issues

If your order does not arrive within the estimated timeframe, contact us at [email protected]. We will investigate with the carrier and arrange a replacement or refund if necessary.

3. Return Policy

3.1. Return Rights

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you have the right to cancel and return your order within thirty (30) calendar days from the day you receive it, without giving a reason.

3.2. Return Eligibility

To qualify for a return:

Items must be unused, in their original condition, and in the original packaging.
Certain items cannot be returned, including:
Personalised or custom-made products
Items marked as “Final Sale” or “Non-returnable”

Email [email protected] with your order number and reason for return. We will provide instructions and a return address.

You can also contact us via phone on +44 20 4620 2527 to initiate a refund.

3.3. Return Shipping Costs

If returning due to change of mind, you are responsible for the return postage.
If the return is due to our error (e.g., wrong item, damaged or faulty goods), we will cover return postage.

We recommend using a tracked postal service, as we are not responsible for items lost in return transit.

3.4. Return Refunds

Once we receive and inspect your return, we will process your refund within 7 days to your original payment method. Please note that original shipping costs are non-refundable.

3.5. Exchanges

We do not offer direct exchanges. Please return the unwanted item for a refund and place a new order.

4. Damaged or Defective Items

Damaged in Transit: Contact us within 48 hours of delivery with photos.
Faulty Items: Contact us within 2 days of delivery with details and photos.

We will arrange a replacement or refund as appropriate.

5. Non-Delivery Claims

If your order is not received within the expected delivery window, contact us at [email protected].
If confirmed lost, we will send a replacement or issue a refund.