Processing Time

Please note - Time frames are an estimation and can sometimes take a longer than expected, especially during busy holiday or sale periods.

During busy holiday periods and major retail events (e.g. Christmas and Black Friday) we will do our best to ensure that your products are dispatched in a timely manner. If we for whatever reason experience any processing delays or shipping delays, through faults at our warehouse or through fault of our couriers, we will make every effort to contact you and provide updates on your order.

UK Delivery 1-4 Working Days

Orders delivered within the United Kingdom should arrive at your door within 1-4 working days, this is dependent on the service you choose at checkout.

Our cut off time for next working day delivery is 2pm each weekday. All orders placed from 2pm Friday will be dispatched the following working day. This excludes all national holidays and bank holidays.

EU Delivery: 1-10 Working Days

We aim to deliver all packages to Europe within 1-10 working days, this is dependent on the service you choose at checkout.

Our standard international service is currently not inclusive of Duties & Taxes. Customers will be liable for all Duties & Tax on these orders.

Sometimes there can be delays due to Customs clearance, which are unfortunately out of our hands.

International Delivery (Non EU): 1-14 Working Days

International deliveries have further to travel, so your items may take between 1-14 working days to arrive. This is dependent on the service you choose at check out.

Sometimes there can be delays due to Customs clearance, which are unfortunately out of our hands.

• RETURNS ELIGIBILITY:
  Returns are accepted on unworn, unwashed, and undamaged clothing and accessories purchased from our website within 14 days from the date of delivery. All items must be in their original packaging with all tags and labels attached (Please note: the original swing tag must be attached in it's original state. Any returned items with the swing tag cut off will be automatically rejected. Please make sure you are satisfied with your purchase before cutting off the swing tag). Please take care when trying on your purchase at home, and ensure you are not wearing strong scents/cologne or makeup. If an item(s) is returned with traces of makeup residue and/or odour, it will be rejected and returned to you at your cost. All returned items must be in perfect, brand new retail condition with all original packaging. We reserve the right to reject returned items if they do not meet this criteria.

• SALE EXCLUSIONS:
  Any items clearly marked as final sale may not be eligible for return. Products purchased during a sale and/or promotional period will only be eligible for store credit in the event of a return.

• RETURNS PROCESS:
  Please read the menu section below - "How To Make A Return" for full directions on making a return with us.

From The Wire hopes that you are always completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free returns policy for all customers. Please review the following information to understand our returns process. For U.K. customers, we now have an easy, integrated returns system for you to use. Head to our Returns Portal to begin your return.

Please ensure that you have familiarised yourself with our Returns Policy (outlined in the menu section above this one) before commencing your return. We reserve the right to reject returns if the item(s) received back to us do not meet the stated returns criteria.

You will need your order number and the email address used to checkout on your purchase to commence the returns process.

Returns/Exchanges - U.K. CUSTOMERS ONLY

1. Visit our Returns Portal.
2. Enter your email address and order number.
3. Follow the steps and select whether you would like to exchange or return your selected products for a refund or store credit.
4. Once you have completed and submitted your returns request, you will be notified within 24 hours with a confirmation notice, along with our returns address and easy shipping instructions.
5. Please ensure your return is packaged securely, following the instructions provided in your confirmation notice and drop off your return/exchange at the Post Office.
6. Once your return has been received, and your items have passed our inspection process, We will process your exchange/store credit or refund. You will receive a final update email when your refund or exchange is processed.

Returns Process - INTERNATIONAL CUSTOMERS (OUTSIDE THE U.K.):

Currently, our Returns Portal is only available for use to U.K. customers. Don't worry, if you are an international customer you can still process a return under the same terms & conditions, the process is just slightly different.

For all International Returns, please email CUSTOMER@FROMTHEWIRE.CO.UK directly, citing "Return" and Your Order Number clearly in the subject line of the email.

A member of our customer support team will respond within 48 hours with instructions on how to proceed with your return.

Please note at this time, direct exchanges are only available to customers in the U.K. - International customers wishing to exchange an item will be required to submit a new order for the replacement item.

Once we have received your parcel, it can take up to 14 working days to be processed. Please note that processing times can be longer during holiday periods.

Customers are responsible for return shipping costs. We recommend all U.K. customers using our Returns Portal use a tracked and insured service to return their items. For international customers/customers not using our Returns Portal, we strongly urge you to use a trusted tracked and signed courier with insurance. The customer holds full responsibility for the returns parcel until it arrives back to us at our distribution address. From The Wire cannot be held responsible for any damages or losses to your parcel during transit when being returned to us.

INTERNATIONAL RETURNS:

If you are returning an order from outside of the United Kingdom, please ensure that any customs documents are marked as "RETURNED GOODS", as any returns we receive with unpaid duties or customs fees will be rejected and returned to you.

• REFUNDS

All successfully returned items will be credited back to the original payment method used to complete the original transaction at checkout. Please note, shipping charges are non refundable. Please be aware that refunds can take up to 10 working days to show on your account balances due to the varying processing times by different payment providers. Once we have processed your return, we have no control over how long this process takes and is solely down to your payment provider.

• EXCHANGES:

Direct exchanges are available to all customers in mainland U.K. - Please note we can only offer exchanges on the same product (E.g., exchanging for the same product in a different size). If you wish to exchange your item for a different item altogether, you will need to process the original item for a refund via our Returns Portal, then place a new order on our website for the alternative/new item. In this event, we strongly recommend you place the order for the replacement item as soon as possible, as we cannot guarantee that your requested exchange will remain in stock.

Unfortunately, at this time we are unable to offer direct exchanges on any international orders (outside of Mainland U.K.)

If you have any queries about the terms & conditions of our returns policy, or wish to discuss anything further, please contact us at info@fromthewire.co.uk.

At this time, all international orders (outside of the U.K.) may be subject to duties and/or import taxes upon arrival at your nation's border control/customs.

From The Wire cannot control or dictate these costs (where applicable) and will vary from country to country.

For more information, please refer to your home government's website literature for information on duties and import rates for your country.