Delivery and Returns
WORLDWIDE express Delivery
WITH FREE UK, EUROPEAN & USA DELIVERY AS STANDARD
All orders will be delivered within 1-2 working days via DHL Express.
Delivery will be made between 9am-5pm, Monday to Friday. Read on for precise delivery windows.
Shipping Rates – UK
|Service||Orders Over £100||Orders Under £100|
|DHL Next Day||Free||£10|
|Royal Mail Standard||n/a||£5|
|Same Day London Courier||Free||£10|
FREE NEXT DAY DELIVERY
Place your order by 1.00pm Monday to Thursday and it will be delivered to you on the next working day. If an item is ordered after this time, we are not able to guarantee next day delivery but we will endeavour to have the item delivered as quickly as possible. Orders placed after the order cut-off time on Friday will be processed on Monday for Tuesday delivery. Please note this option is not guaranteed during the Christmas or sale period.
If you add your mobile number to your order, you will receive a pre-delivery SMS service notifying you when your package is on its way and giving a delivery window. You can then amend this delivery window via SMS if you wish.
ROYAL MAIL (2-3 days)
For orders under £100 (namely our stationery range), we use Royal Mail. Smaller items will be delivered using the standard postal service. Larger items may have to be signed for – we will send you a tracking number should this be the case.
Same Day Delivery (LONDON ZONES 1-3 ONLY)
We offer a premier same day delivery option Monday-Friday in London Zones 1-3. Place your order by 10am GMT to use this service. We use E-Courier vans and bikes for this service. Please note this option is not guaranteed during the Christmas or sale period.
Shipping Rates – Worldwide
All orders will be sent with DHL Express. Allow 1-2 working days of the order date. For orders outside of the European Union, DHL will contact you directly should your item be held in customs for payment of duty (see ‘Customs’ below). For some areas outside Europe, delivery could take longer, please contact us for an exact time.
|Region||Orders Over £100||Orders Under £100|
|Rest of World *||£30*||£30|
*Shipping is free for orders over £2,500 ($4,000 or €3,000 when paying in USD or EUR).
Next day shipping outside the UK is priced on a case-by-case basis. Please telephone customer care (020 7491 6220) or email us to arrange.
Please note: We deliver to Russia via DHL’s MODE service which uses the Russian postage system. Items are usually delivered within 14 days of purchase.
This year marks the launch of our signature boxes printed with the iconic Butterfly Wheel print. Read more about the packaging here.
We ship to all countries via DHL courier. All orders to Non-European countries will be shipped on a DDU (Delivery Duties Unpaid) basis. This means that any duties and taxes incurred in the country of destination are the responsibility of the customer.
Product prices displayed are exclusive of all taxes and duties, but include UK VAT. For all orders to Non-European countries, UK VAT (20%) will be removed at checkout. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.
If you for any reason refuse delivery you will still be charged the duties and taxes. Your item will be returned to Matthew Williamson and you will be directly charged for the unpaid duties and taxes along with the additional shipping costs.
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.
Making a return or exchange is easy using our free collection service with DHL.
- 1. Request a Returns Merchandise Authorization (RMA) number within 14 days of receiving your order (or 7 days in sale period) by emailing email@example.com. Your RMA number is valid for the next 7 days within which you can send your unwanted item(s) back to us. Please state your reason for return.
- 2. Once we have authorised your request, we will arrange a DHL collection at a time convenient to you, e-mailing you all documentation required.
- 3. Please print the documents that we e-mail to you. Leave your package open until the driver has checked the contents.
- 4. You will be notified via e-mail once your return has been received and processed.
Please note that due to customs restrictions, we do not offer returns for items shipped to Russia.
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. As per all returns, proof of purchase or gift receipt is required.
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. Once we receive your return back, please allow 10 working days to for the refund to be issued. Refunds will be with you in 3-5 working days once issued.
Items should be returned within 7 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 Ltd, Studio 10-11, 135 Salusbury Road, London NW6 6RJ 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 7 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.