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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

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:

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. Please allow 10 working days for your request to be processed.
For security reasons we regret to inform you that we cannot accept returns of mail order items other than through the postal service.

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 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 undergarments (pants/boxers/tights/leggings) are non-returnable under any circumstances. Swimwear must have the hygiene strip fully intact. We cannot refund or exchange gift vouchers.

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.

Cancelling Your Order

Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from us, for a full refund including your postage costs.

Order cancellations must be made in writing, quoting your order number, within 7 working days of the day after you receive the goods to our Customer Services Team. You will need to return the order to us and we will refund the postage you pay to send it back to us.

To cancel your order please contact us by email at aubin@aubinandwills.com.

We will complete your refund including delivery costs within 30 days of receipt of the Order Cancellation.

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 item being returned 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 returns@aubinandwills.com with your queries.

International Returns - Filling in your customs declaration CN22 form

Please note: If a CN22 form is not filled out correctly, the parcel will be returned back to sender. Please follow the instructions below to prevent this and to avoid the customs charge.

To accelerate customs clearance on your returning parcel, please fill in the CN22 sticker included in your parcel, by following the steps below;

1. Please tick the box stating ‘other’.

2. In the section on the sticker marked (1), please describe the content i.e. The Aubin & Wills garment you are returning.

3. In sections (2), (3), (6) and (7) Give the weight and value of each Aubin & Wills garment separately, and then the total weight and value of the parcel all together. Also, please indicate the currency used, e.g. GBP for pounds sterling.

4. In sections (4) and (5), the HS tariff number (6-digit) must be based on the Harmonized Commodity Description and Coding System developed by the World Customs Organization. This will help Customs authorities to assess and charge the appropriate duties and taxes. If you are not in possession of this number, you can obtain details of HS tariff numbers from HMRC's Tariff classification helpline on 01702366077 or by searching online www.businesslink.gov.uk . Country of origin means the country where the goods originated e.g. were produced, manufactured or assembled. Please fill this out by putting UNITED KINGDOM.

5. (8) Your signature and the date confirm your liability for the item.

NOTE: If the value of the contents is over £270, you must use a CN 23 form.

If you would like to contact Aubin & Wills experienced customer service representatives please call 0845 602 8086.
Alternatively, email returns@aubinandwills.com with your queries.

Faulty Goods

If you believe that the item that you have purchased from us may be faulty, please post it back to us: Returns Department, Aubin & Wills, Unit 4 Ockham Drive, Greenford, Middlesex, UB6 0FD. Please ensure that you include a covering letter outlining the fault, as well as all your contact details. Once received, our team will inspect your item/s to determine the nature of the fault and you will be contacted shortly after. As with our standard returns policy, please allow up to 10 working days for us to inspect and process your returned item/s.

Please note that if your item is over 6 months old, it is no longer covered by our Faulty Goods policy. This is in line with Trading Standards guidelines which stipulate that any fault in garments that are over 6 months old (from date of purchase) is considered to be wear and tear rather than a fault with the item.

Return postage costs will be reimbursed, but only if a genuine item fault is identified. Imperfections caused by unsuitable item wear or use are exempt from the above.