CUSTOMER SERVICES
At Aubin & Wills we pride ourselves on delivering an exceptionally high level of customer service. Please find detailed information on our estimated shipping times and returns below. Questions? Please contact us via email or telephone.
We offer gift vouchers which are available in our stores. These cannot be redeemed against online purchases.
SHIPPING
We dispatch all orders by DHL courier delivery so you can be sure that your order will arrive as quickly as possible. We also offer an express next working day delivery service if you need your items in extra quick time. All orders sent to a UK address are beautifully wrapped and boxed.
We aim to dispatch all express deliveries for orders placed before 12PM on the same day (UK only Fridays/Weekends) for next working day delivery.
All standard orders will be dispatched as quickly as possible and will usually arrive within 4 working days. Unfortunately we cannot guarantee same day dispatch, if you require this please select the next day delivery option.
NB: Orders placed on a friday, at the weekend or on public holidays will not be dispatched until the next working business day.
Due to the high quality and value of Aubin & Wills products all orders will require a signature.
Shipping charges
Destination | Service | Cost | Delivered |
United Kingdom | DHL Standard – UK / London | £5.00 | 2-3 Working Days |
United Kingdom | DHL Express – UK / London | £8.00 | 1-2 Working Day |
Europe | DHL Europe | £20 | 2-3 Working Days |
Americas | DHL International | £25 | 2-3 Working Days |
Rest of the World | DHL International | £30 | 2-3 Working Days |
Orders taken over the phone for standard delivery to the UK will incur a delivery charge of £5.00.
Please note that Aubin & Wills will not be responsible for any import duties on international orders.
We dispatch orders to the following destinations:
Continents | Countries |
Europe | Austria, Belgium, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom |
Americas | Canada, Chile, Puerto Rico, United States, Venezuela |
Asia | Bahrain, Brunei, China, India, Japan, Jordan, Kuwait, Malaysia, Oman, Philippines, Qatar, Saudi Arabia, Singapore, Thailand, United Arab Emirates |
Rest Of The World | Australia, Egypt, New Zealand, South Africa |
RETURNS
Please note that we can only process returns of items purchased at www.aubinandwills.com or at an Aubin & Wills store. Purchases made via wholesale, concessions or a third party must be returned to the place of original purchase.
Returns back to a Store
If you would like to return a product back to one of our UK stores for an exchange or refund it is easy. Simply return your item to any store accompanied by the returns form that arrived with the original order so we can process your exchange or refund quickly.
Returns by Post
You can return your Aubin & Wills product for a full no questions asked refund by post provided it is received by us within 28 days of purchase and as long as the goods are unwashed, unworn and have the labels attached.
It helps us to process your returns more efficiently if you complete the returns form included in your parcel as thoroughly as possible.
Please Note: Due to hygiene reasons we are unable to accept underwear bottom returns in any shape or form. (Pants, Tights & Boxers).
Exchanges
If the goods for your exchange are in stock, they will be dispatched within 10 working days. If the goods you require are out of stock we will send them to you once they become available again. You can check stock availability and expected product arrival times on our website. If this item is not in stock or there will be a slight delay on its arrival we will usually notify you as soon as possible.
Please allow 10 working days for your request to be processed!
For security reasons we regret to inform you that we cannot accept returns other than through the postal service.
Refunds
Our Customer Services Representatives will aim to process your refund as quickly as possible. We can only refund your purchase back onto the card that you used for the original purchase. If you no longer have this payment card please call our Customer Service Representatives on 0845 602 8086 so we can help process your refund using other means of payment.
Once you have been refunded you will receive an email from us confirming your refund has been processed. NB: Refunds may take up to 10 working days to show up on your account. Please be aware that once your refund has been initiated, processing times are dependent upon your issuing bank.
For an exchange or refund please return items to:
Aubin & Wills Returns Department
Unit 4, Ockham Drive, Greenford Park, Greenford, Middlesex, UB6 0FD
PLEASE NOTE: The returning item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot provide refunds or exchanges on products that are lost in the post when being returned back to us. The cost of returning the item to us is your responsibility.
If you would like to contact Aubin & Wills experienced customer service representatives please call 0845 602 8086.
Alternatively, email aubin@aubinandwills.com with your queries.