Returns and refunds

Full priced items

UK returns

For the UK we offer free returns and free exchange.

International returns

For the International returns, a flat rate of 15 EUR per package is applied. It will be deducted from the order amount. At the moment we do not offer an exchange.

List of the countries eligible for a 15 EUR flat rate returns:

Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland Republic, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom

Please contact our returns centre. Once that’s done, we’ll email you the instructions. 

PLEASE CONTACT OUR RETURNS & EXCHANGE CENTRE BEFORE SHIPPING ANY RETURNS BY POST.

This is to ensure you have the correct details for your particular situation. 
Before you complete our returns / exchange request form, please carefully read our terms:
  • You can return / exchange your full priced items by requesting a return within 14 days (and not later) from delivery date by following these steps.
  • Your items must be unused/undamaged, with no marks and in the same condition as received including undamaged original packaging (as it is part of the product) and dust bag (s). When trying on footwear, please be careful not to scratching/marking outsole and upper.
  •  The seal tag must be attached and undamaged. If the seal tag has been removed/damaged/replaced, we cannot issue a refund. Seal tag must stay in its original position.
  • Please complete our returns form including your name and order number following by the return reason alongside your items.
  • Please ensure that returning items are adequately protected in transit.
  • All returns must reach us within 14 days from the date of your receival. To ensure that return will reach us in time, we recommend to book return pick up/collection in advance, within 7 days of the date you received an order.

 Unfortunately returns which do not meet our returns policy will not be refunded and will be returned to the purchaser at their cost.

 Sale / promotion items / free gifts return

UK orders: 

Free returns and exchanges

International orders: 

Sale item(s) with up to 25% discount– can be returned within 14 days, however customer is required to pay shipping rates themselves which are not refundable. Free gifts or promotional items are non refundable. Items discounted at 30% or more are refunded via store credit only.

 Pre-order returns 

 Pre-order item(s)  are NOT ready to ship. Pre-order item(s) are purchased before production, therefore placed order cannot be cancelled until item(s) has been received by purchaser. The estimated shipping time is located in the description of each pre-order item. Once order received by the purchaser it can be returned by requesting a return within 14 days (and not later) from delivery date. 

 Faulty Return

 We hope that you are happy with CWEN purchase, however if you experience a faulty item, please explain your concern in the return form provided. We ensure that each customer statutory rights are being respected.

 Refunds

 Once returns have been received and approved, we will issue a refund according to the method of payment used for the purchase. Please allow 7-14 days for your return to be processed.

Orders cancelled prior shipping will be reimbursed within 3 working days after the request of cancellation has been processed.

Reimbursement will be made within 30 days maximum after the returned order arrived at the warehouse. You will be notified via email of reimbursement.

 

Last updated: June 2021