Collect in Store
We offer the option of purchasing goods online and collecting in store at any time convenient to you (within the store opening hours). This option applies only to the London store (28 Bruton Street, London W1J 6QH). Goods purchased online can be returned to their original point of collection only. It is the responsibility of the customer to return unwanted items, prior to receiving a refund.
The service is free of charge.
Standard Delivery - £10
Standard deliveries will be delivered within 1-2 working days of the order date.
Same Day Delivery - £20
Same Day Deliveries will be dispatched and delivered on the same day if the item is order on or before 1pm of the order date. If an item is ordered after this time, we are not able to guarantee same day delivery but we will endeavour to have the item delivered as quickly as possible.
Matthew Williamson insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Matthew Williamson and transfer of responsibility in the same way.
RETURNS AND EXCHANGES
Making a return or exchange is easy using our free collection service.
- 1. Request a Returns Merchandise Authorization (RMA) number within 14 days of receiving your order by emailing email@example.com. Your RMA number is valid for the next 14 days within which you can send your unwanted item(s) back to us.
- 2. Book a free collection with DHL, by calling +44 (0)844 248 0844 or visiting www.dhl.com and selecting your country to find the telephone number of your nearest DHL.
- 3. Complete your returns proforma invoice with your RMA number (and fill in the DHL airway bill if applicable) and sign it. Please leave your package open until the driver has checked the contents.
- 4. You will be notified by email once your return has been received and processed.
Please note we can only exchange items for a different size. When requesting your RMA, please specify the size you require. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.
If you have received an item as a gift, you may exchange it for a store credit to your Matthew Williamson account (you will need to register your details). The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. Corporate gifts may only be returned by the original purchaser and within seven working days of initial receipt.
Receiving a refund
Your refund will either be credited to the original purchaser's credit card or Matthew Williamson account and will exclude shipping costs (with the exception of faulty items) which we deduct to cover the cost of our collection service. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through Matthew Williamson. However, you may be able to recover these by contacting your local customs bureau directly.
Items should be returned within 14 days of receiving your RMA number.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged. Free collection does not apply to items returned from a different country to the original shipping destination. We ask that items are returned to us via DHL to ensure that they are protected and insured during transit. Our address for all returns: Matthew Williamson, 28 Bruton Street, London, W1J 6QH and we request that you contact us at firstname.lastname@example.org in relation to such returns. Please note that we will not accept liability for goods that are not returned via DHL.
Notwithstanding anything else in these terms and conditions, we reserve the right to charge you for the cost of returning items to us.
Items should be returned new, unused, and with all Matthew Williamson tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer.
Where provided, belts, dust bags and leather tags should be included with your return.
Please email email@example.com if any of your purchases have been delivered without a Matthew Williamson tag. All items returned should have a Return Merchandise Authorization (RMA) number which we will generate for you once we have received an email at firstname.lastname@example.org with a return request. Unidentified returns may be returned to the sender.
Items should be returned within 14 days of the date of your RMA request.
Returns outside these timeframes may be accepted at the discretion of Matthew Williamson and may only be refunded as a store credit. Please note that RMA numbers requested after 7 days will also be granted at our discretion.
All shoes should be tried on a carpeted surface before wear. Shoes should be returned in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without boxes or in damaged boxes may not be accepted, and may be sent back to the customer.
Lingerie & Swimwear
Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back to the customer.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.