Online returns and exchanges
Returns Portal
Submit a return, refund or exchange request using our secure online portal. Enter the email address used at checkout together with your order number to begin.
Please do not send anything back until your request has been approved and you have received your personalised return instructions.
Start your return
Enter the email address used at checkout and your order number below.
How your return works
1. Find your order
Enter your order number and the email address used when the order was placed.
2. Select your item
Choose the item you would like to return, select the reason and tell us whether you would prefer a refund or exchange.
3. Provide the details
Answer the questions shown. Clear photographs are required for damaged items and incorrect items received.
4. Choose a return method
Select a prepaid return label, arrange your own tracked return or choose our collection service where available.
5. Wait for approval
We will review your request and email your personalised instructions once the return has been approved.
6. Return your item
Package the goods securely and follow the return method shown in your approval email and Return Authorisation form.
Return delivery options
The options available will depend on the item, the return reason and the parcel size. Any applicable charge is shown before you submit your request.
Prepaid return label
Ā£5.00 where applicable
- Your return label is generated after approval.
- Print it and attach it securely to the parcel.
- Follow the carrier instructions included with your approved return.
Not available for long trims, underlays, oversized, bulky or heavy items.
Arrange your own tracked return
No WWFS return charge
- Book and pay for your preferred courier yourself.
- Please use a tracked service suitable for the item.
- Keep the tracking information until the return is completed.
Our return address will be included in your approved return instructions.
WWFS Collection Service
Ā£25.00
- Recommended for long, heavy, oversized or bulky items.
- We arrange the courier collection after approval.
- We will contact you to agree a suitable weekday.
A specific collection time cannot be guaranteed. The parcel must be securely packaged and ready for the agreed collection day.
Oversized, long, bulky or heavy items
Standard prepaid return labels are not available for items such as long trims, underlays and other oversized or heavy products.
Please select Arrange your own tracked return or WWFS Collection Service ā Ā£25.00, where shown.
Damaged items
Select Arrived Damaged, answer the questions shown and upload between two and five clear photographs of the item and packaging.
Where the issue is confirmed, the appropriate return cost will be covered by Wiltshire Wood Flooring Supplies.
Wrong item received
Select Wrong Item Received and upload clear photographs showing the product supplied.
Please tell us which item you were expecting. Where confirmed, the appropriate return cost will be covered by us.
Changed your mind or ordered incorrectly
The item must normally be unused, undamaged, complete and suitable for resale in its clean, original packaging.
The customer is responsible for the return cost. A prepaid label charge, where selected, will be deducted from the refund.
Exchanges
Where available, you can choose another size, finish, variant or eligible replacement product through the portal.
If the replacement costs more, the additional balance must be paid before the replacement can be released. Any applicable return charge will also be included in the calculation.
Refunds
Once the returned goods have arrived, they will be inspected before the return is completed.
Approved refunds are made to the original payment method, normally within seven working days of the goods being received and checked.
Return approval and instructions
Submitting the form does not mean the return has automatically been accepted. Please wait for the approval email before returning anything.
The approval email and Return Authorisation form will confirm the approved items, return method, return address and any label provided.
Preparing your return
- Pack every item securely to help prevent damage in transit.
- Include all original components, accessories and packaging where applicable.
- Remove or completely cover old shipping labels and barcodes.
- Attach any supplied return label securely with the barcode clearly visible.
- Do not attach labels directly to retail product packaging where this can be avoided.
- Keep your tracking information or collection confirmation until the return is complete.
Please read our full Returns & Refunds Policy for eligibility, exclusions, packaging requirements and complete terms.