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Last Updated: October 2023
At Wiestell.com Ltd, we want you to be delighted with your luxury fashion purchase. However, we understand that sometimes things don't go as planned. In such cases, we offer a transparent and fair return & refund policy to ensure your shopping experience remains exceptional. Please carefully read and understand our policy below:
We accept returns under the following circumstances:
Faulty: If the item you received is damaged, defective, or faulty in any way, you are eligible for a return and a full refund.
Missing: If any part of your order is missing or incomplete upon delivery, please contact our customer support team immediately.
Wrong Item Received: If you received an item different from what you ordered, we will arrange for a return and replacement or refund as per your preference.
To qualify for a return and refund, items must be returned in their original condition. Certain items cannot be returned for refunds if they do not meet the following criteria:
Face + Body Products: These cannot be returned if opened, used, or if the protective seal is not intact.
Underwear: Underwear items cannot be returned if the hygiene seal is not intact or if any labels have been broken.
Swimwear: Swimwear items cannot be returned if the hygiene seal is not intact or if any labels have been broken.
Pierced Jewellery: Pierced jewellery cannot be returned if the seal has been tampered with or is broken.
Face Coverings: Face coverings cannot be returned if the seal has been tampered with or is broken.
Returned items are your responsibility until they reach our facility. To ensure they arrive safely and in their original condition, please pack them securely. We recommend using a trackable and insured shipping method.
Checking Return/Refund Status:
You can track the status of your return/refund using the tracking number provided in the 'My Returns' tab within 'My Account' or by referring to the tracking number in your return drop-off confirmation email.
Refunds for eligible returns will be processed within 10 calendar days from the day after you drop off your return at our facility.
The refund will be issued using the original payment method used for your order.
Payment Methods and Refunds:
The refund process may vary depending on the payment method you used for your order:
Paid with a Credit/Debit Card: Refunds will be credited to the same credit/debit card used for the purchase. The time it takes for the refund to appear on your statement may vary depending on your card issuer.
Paid with a Wiestell Wallet Balance: Refunds will be credited back to your Wiestell Wallet balance.
Paid with a Gift Voucher or a Gift Card: Refunds will be issued in the form of a new gift voucher or gift card.
Paid Using Klarna: If you paid using Klarna, your invoice will be updated, and any applicable refund or adjustment will be made to your Klarna account.
Paid Using Clearpay: If you used Clearpay for your payment, the refund will be processed according to Clearpay's refund policy.
Paid Using PayPal Pay in 3: Refunds will be processed according to PayPal's refund policy.
Third-Party Websites Disclaimer:
Please note that our website contains links to websites owned and operated by third parties. These links are provided solely for your convenience. Wiestell.com Ltd has no control over these external sites and is not responsible for their content, availability, or any issues that may arise from your interaction with them. Please review the terms and policies of these third-party websites independently.
We strive to maintain a fair and honest shopping environment for all our customers. Therefore, we may withhold issuing a refund and block your account and any associated accounts in cases of suspected fraudulent activity or unusual or suspicious account behaviour.
Please note that we reserve the right to take legal action against you if the items you return do not match what you ordered.
Exchanging an Item:
If you wish to exchange an item, please contact our customer support team. We will do our best to accommodate your request, depending on product availability and our exchange policy.
For assistance with returns, exchanges, or any questions about our Return/Refund Policy, please contact our customer support team at:
Phone: [Phone Number]
We are here to assist you and ensure your shopping experience with Wiestell.com Ltd is enjoyable and worry-free. Thank you for choosing us for your luxury fashion needs.