Returning, Exchanges & Faulty Goods

We understand that shopping online doesn't always go as smoothly as we'd like and occasionally things can, and do go wrong. Don't worry with our years of experience, we're well-equipped to resolve them quickly and efficiently. If you need assistance please don't hesitate to contact our Customer Care Team on 0303 003 2088 - we're here to help.

Returning goods

If you are a business customer normal business processes will apply, email us at supportonline@wagstaffonline.co.uk, and our Customer Service Team will contact you.

If you are consumer customer you have your rights under Consumer Rights Act 2015 and the process is as follows:

If you need to return any items inform us you have to inform us within 14 days of the items by contacting our dedicated Customer Service Team who will provide you with the full details and addresses required.

Email us at: supportonline@wagstaffonline.co.uk, with photographic evidence of delivery documentation and product(s) within 14 days of delivery.

Goods agreed for return must be returned in their original packaging, unused, unassembled and suitable for resale.  We cannot offer credit or issue refunds for goods returned damaged. You shall be, unless we agree otherwise, responsible for the cost of the return. You are responsible for returning the goods and providing us with proof you have done so.

Made-to-order, non-stock, bespoke or customized goods are classed as restricted goods and cannot be accepted back into stock. If you need to cancel restricted goods for any reason, please email us at: supportonline@wagstaffonline.co.uk this can only be accommodated within 24 hours of placing the order. If accepted, charges may apply to cover any costs incurred. If a cancellation is possible after 24 hours, Wagstaff will charge a cancellation fee as it is unlikely that we could resell restricted goods to another customer.

Exchanging goods

For some select items our Customer Service Team can certainly arrange an exchange for you.

Speak to our Customer Service Team and we can check with the manufacturer to check availability and inform you of the details, making sure you are aware of the full process and delivery times.

If the goods are damaged in transit, we require you to report this to us within 24hrs of the delivery being made. If the product is damaged visibly on delivery, please sign the delivery note with "DAMAGED" via email supportonline@wagstaffonline.co.uk. Please email us a copy of the delivery note, and photos of the packaging and product again to supportonline@wagstaffonline.co.uk

We will then contact you with and advise you how to proceed.

If your product is faulty or should become faulty, again please contact our Customer Service Team on 0303 003 2088 or email us at supportonline@wagstaffonline.co.uk with your order number and details and our team will help you.

For all enquiries email at; supportonline@wagstaffonline.co.uk

Faulty goods

This Section applies only where the Consumer is a Consumer.

If you are a consumer, please contact Wagstaff before returning any faulty goods. We’ll tell you where to send your return. We may have despatched goods from separate locations, or they may have come direct from the manufacturer; if you return your order to the wrong address or omit a completed return note the order might get lost.

If your order develops a fault within 30 days of delivery please notify us immediately, quoting your order number and detailing the defect – with photos – by emailing supportonline@wagstaffonline.co.uk

Once you’ve successfully returned the defective goods, we’ll agree either to repair them, exchange them, or give you a full refund, including reasonable costs of returning the order.