This policy explains how to return something you have bought from Woven Trends, what you get back and how long it takes. It sits alongside your legal rights, which nothing here reduces.
Changing your mind
You do not need a reason to return most things. Under the Consumer Contracts Regulations 2013 you have 14 days from the day you receive your order to tell us you want to cancel it, and a further 14 days after that to send the goods back.
We give you longer than the law requires. Woven Trends accepts returns for 30 days from delivery, for any reason. The first 14 days are your statutory right; the remaining days are our own policy and apply on the same terms. The one exception is made-to-order items, which have the 14-day legal window only.
To start a return, email admin@woventrends.co.uk with your order number and what you would like to send back. We will reply with the return address and instructions. Please wait for those instructions before posting anything, so your parcel reaches the right place.
Made-to-order items: 14 days
Some of our clothing, bags and hats are made for you after you order. Our production partner prints or embroiders each one and posts it to you from the USA. The product page says Made to order on every item like this.
Because each piece is made for your order and cannot go back to our partner to be sold again, made-to-order items have the 14-day cancellation period the law gives you, not our extended 30 days. That includes ordering the wrong size, so please check the size and fit notes on the product page before you order.
- Tell us within 14 days of the day your order arrives that you want to cancel, then send the item back within 14 days of telling us.
- Return postage is yours to pay, and the item should come back unworn and unwashed.
- We refund within 14 days of receiving it, or of you showing us proof that you have posted it.
None of this limits your rights if something goes wrong. If a made-to-order item arrives faulty, misprinted, damaged or not as described, we will replace it or refund you in full and pay the return postage, as set out below. Please tell us as soon as you notice, with a photo, so we can put it right quickly.
The condition things need to be in
You are welcome to handle and inspect an item as you would in a shop. If it comes back showing more wear than that inspection would cause, we may reduce your refund to reflect the loss in value. In practice this means: try clothing on, but please do not wear it out; open a box, but keep the packaging and accessories.
Things that cannot be returned
The right to change your mind does not apply to:
- Sealed items that are not suitable for return for health or hygiene reasons, once the seal is broken. Earrings and other pierced jewellery, cosmetics, skincare and personal care items fall into this group.
- Items made to your specification or clearly personalised, such as something printed with a name or words you chose. Picking a size and colour of one of our own designs is not personalisation; those items are covered under made-to-order items.
- Sealed audio recordings, video recordings or software, once the seal is broken.
- Goods that spoil quickly.
Sale and discounted items can be returned in the normal way. So can gifts.
If something is faulty, damaged or not as described
This is different from changing your mind, and your rights are stronger. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery you can reject a faulty item and get a full refund.
- Between 30 days and six months we will repair or replace it. If that is not possible or does not put it right, you can have a refund.
- We pay the return postage on anything faulty, and you do not lose these rights because the change-of-mind window (30 days, or 14 for made-to-order items) has passed.
Email admin@woventrends.co.uk with your order number and a photograph of the problem, and we will sort it out.
Who pays the postage
- Faulty, damaged or wrong item: we pay.
- Changed your mind or ordered the wrong size: you pay to send it back. We recommend a tracked service, because until the parcel reaches us it is your responsibility and we cannot refund something that does not arrive.
Delivery to you is free on every order, so there is no outbound postage to refund. Where a delivery charge has been paid, we refund the standard delivery cost as the law requires.
Getting your money back
We refund within 14 days of receiving the goods back, or of you showing us proof that you have posted them, whichever comes first. The refund goes to the card or payment method you originally used. Your bank may then take a few working days to show it.
If a refund has not appeared after 10 working days from our confirmation email, contact us and we will chase it with the payment provider.
Exchanges
The quickest way to swap a size or colour is to return the original for a refund and place a new order, so you are not waiting on one parcel before the next is sent. If you would rather we handled it as a straight exchange, say so in your email and we will arrange it. Made-to-order items can be exchanged the same way within their 14 days; the replacement is made to order too, so allow 2 to 4 weeks for it to arrive.
If we cannot agree
Please contact us first — most things are settled quickly by email. If you are still unhappy, the Citizens Advice consumer service can give you free, independent advice on 0808 223 1133 or at citizensadvice.org.uk/consumer. Nothing in this policy affects your statutory rights.
Who we are
Woven Trends Limited
131 Kingsbrook Basin, Aylesbury, HP22 7EP, United Kingdom
Registered in England and Wales, company number 11080477
VAT registration number 364102822
Email: admin@woventrends.co.uk
Last updated 20 September 2026.
