Shipping and Returns

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. If you have any questions please contact our Customer Service representatives via email or on 0845 602 8086.

SHIPPING

We dispatch all orders by Yodel or DHL courier delivery so you can be sure that your order will arrive as quickly as possible. Our deliveries are sent with an express service so you receive your items in extra quick time. All non-sale 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) for next working day delivery, although processing time may take longer during busy sale periods.

NB: Orders placed on Fridays, at the weekend or on public holidays will not be dispatched until the next working business day.

As we would like you to receive your parcel as soon as possible, please note that our courier service deliver 'Monday - Friday between 9am - 5pm'. If you will be at your work place during this time, please consider selecting your work address as your shipping address.

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 delivery to the UK will incur a delivery charge of £5.00. Gift cards & vouchers are sent free of charge and will be delivered in 1-3 working days.

Please note that Aubin & Wills will not be responsible for any import duties on international orders.

We dispatch orders to the following destinations:

RETURNS & EXCHANGES

Sale items sold online at a marked down price must be returned within 14 days of receipt.

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.

Due to hygiene reasons undergarments (pants/boxers/tights/leggings) are non-returnable under any circumstances. Swimwear must have the hygiene strip fully intact.

Returns

Items bought in an Aubin & Wills store can be returned to any UK store within 28 days of purchase with a copy of your receipt.

Return of mail order items

We accept returns of items bought via mail order through the postal service or by returning to an Aubin & Wills store (excluding Selfridges, and with the exception of sale items sold online at a marked down price which must be returned via the post). Please complete the returns form included in your parcel as thoroughly as possible to help us process your return efficiently. Please allow 10 working days for your request to be processed.

Our Customer Services Representatives will aim to process your refund as quickly as possible. We can only refund your purchase to the payment card that you used for the original purchase. If you no longer have this card please call our Customer Service Representatives on 0845 602 8086.

You will receive an email from us confirming your refund has been processed. Please be aware that processing times are dependent upon your issuing bank.

Exchanges

Express Exchange

We offer a fast exchange service to ensure your item does not sell out whilst you are sending back your original order. Place your replacement order straight away and it will be delivered to you using our Express Delivery service at no extra cost. We will charge your original payment card, which will be refunded once the returned item/s reach us. To take advantage of our Express Exchange Service, please call our Customer Services team on 0845 602 8086.

Alternatively please fill out the exchange form in your parcel. Your request will be processed within 10 working days of reaching us.

For an exchange or refund please return items to:

Aubin & Wills Returns Department
Unit 4, Greenford Park, Ockham Drive, Greenford, 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.

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 sent in writing to our Customer Services Team at aubin@aubinandwills.com, quoting your order number, within 7 working days of the day your receive your goods. You will need to return the order to us and we will refund the postage you pay to send it back to us.

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

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.