Return and Refund Policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Under UK consumer law, you also have the right to cancel an online purchase within 14 days of receiving your order without giving a reason. After notifying us of your cancellation, you have a further 14 days to return the goods.
You may inspect and try on an item in the same way you would in a shop. If an item has been handled beyond what is necessary to establish its nature, characteristics and fit, we may reduce the refund to reflect any resulting loss in value.
To start a return, please contact us at:
support@waldenlondon.com
If your return is accepted, we will provide you with instructions on how and where to send your package.
Please contact us before returning an item so we can provide the correct return instructions and return address. This does not affect your statutory rights.
You can always contact us with any return questions at support@waldenlondon.com.
Damages & Issues
Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged or if you receive the wrong item.
This allows us to evaluate the issue and provide an appropriate solution.
Please include your order number and clear photographs of the item when contacting us about a damaged, defective or incorrect product.
Exceptions & Non-Returnable Items
Certain types of items may not be eligible for return, including:
- Personalised or custom-made products
- Personal care or hygiene products where the seal has been opened
- Items that have been used or handled beyond what is necessary to inspect them may be subject to a reduction in refund value, where permitted by law
- Gift cards
Please contact us if you have any questions or concerns about whether your specific item is eligible for return.
Sale Items
Sale items are subject to the same statutory cancellation and refund rights as full-price items.
This does not affect any rights you may have if an item is faulty, damaged or incorrectly supplied.
Exchanges
The fastest way to ensure you receive the item you want is to return the item you currently have and, once your return has been accepted, place a separate order for the replacement item.
Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued automatically to your original payment method.
Where required by UK consumer law, we will also refund the cost of standard delivery. If you chose a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option offered.
Where UK consumer law applies, refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or, if earlier, evidence that the goods have been sent back.
Please remember that your bank or credit card provider may require additional time to process and display the refund in your account.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at:
support@waldenlondon.com
Return Shipping
Return shipping costs are the responsibility of the customer unless the item was damaged, defective or incorrectly supplied by us.
Once your return request has been approved, we will provide you with the correct return instructions and return address.
Please do not send your return to the original sender's address.
We recommend using a tracked shipping service when returning your parcel.
Contact Information
If you have any questions regarding returns or refunds, please contact us:
Store name: Walden London
Business name: Saala
Company registration number: 88422348
Warehouse address: 7 Buckingham Rd, Edgware, HA8 6LY, United Kingdom
Business address: Lindeboom 89, 6585 BG Mook, Netherlands
Phone: +44 ...
Email: support@waldenlondon.com
Monday to Friday: 10:00 am – 5:30 pm
Saturday and Sunday: 10:00 am – 3:00 pm
All times are in UK local time.
We aim to respond to all enquiries within 24 hours.