FAQ

We provide a detailed size chart on the product page to help you find the perfect fit.

If you're unsure or the size chart isn't available, our customer service team will be happy to offer personalized advice.

Placing an order is quick and easy:

1. Browse products:
   Explore our collections and select the items you'd like to purchase.
   Use filters to narrow your search by size, color, or category.
   
   
2. Add to cart: Once you’ve found an item you like, click the “Add to cart” button. Repeat this for any other items.
   
   
3. View your cart:
   Click the cart icon in the upper right corner to review the items
   you've selected. Make sure the sizes, quantities, and styles are
   correct.
   
   
4. Proceed to checkout: When you’re ready, click the “Checkout” button.
   
   
5. Enter your details: Provide your delivery address, contact information, and any special instructions.
   
   
6. Choose a payment method: Select your preferred payment method (e.g., PayPal, credit card).
   
   
7. Place your order: Review all details and click “Place Order” to finalize your purchase.
   
   
8. Confirmation: After placing your order, you will receive a confirmation email containing your order details.

We accept PayPal, credit cards, Google Pay, Apple Pay, and Shop Pay to make the payment process quick and easy.

You
should receive an order confirmation email immediately after placing
your order. This email includes your order number (at least 6 digits), a
summary of your order, and your shipping address. Sometimes,
confirmation emails may be mistakenly filtered into your spam or junk
folder. Please take a moment to check these folders in your email
account to see if the confirmation email is there.

If you’ve
checked your spam folder, waited a bit, and verified your email address,
but still haven’t received your order confirmation, please contact our
customer support team. Provide us with your order details, including
your full name and order number, and we will help you check the status
of your order and resend the confirmation email if necessary.

Yes,
you can cancel your order within 12 hours of placing it by contacting
us as soon as possible. However, please note that we use an automated
processing system to ensure quick shipping. This means that even if your
cancellation request is sent within the 12-hour window, we may not be
able to cancel your order if it has already been processed or shipped by
the time we review your email.

We do our best to respond to all
emails quickly, but once an order has been processed, changes or
cancellations are no longer possible. If your order has already been
shipped, we recommend reviewing our return policy and waiting for the
package to arrive before submitting a return request.

If your order has not yet been processed, it may still be possible to
make changes. Since we process orders quickly, please contact us
immediately to check if any modifications can be made.

During
the checkout process, you will have the option to enter your gift card
or voucher code in the designated field. After entering your code, click
the "Apply" button to use your gift card or voucher. The total amount
will be adjusted accordingly. Once your gift card or voucher has been
successfully applied, continue with the checkout process as usual.
Review your order details, enter any additional required information,
and complete your purchase.

If you experience any issues when
using your gift card or voucher, feel free to contact our customer
support team for assistance. We are here to ensure you have a smooth and
pleasant shopping experience.

We ship directly from our supplier, so VAT is charged by the carrier
upon delivery, not by us. If you require an invoice, please request it
from the carrier.

Delivery usually takes between 8 and 12 business days.

Shipping is always free. However, if you choose to exchange an item,
return shipping fees may apply. These fees are calculated based on the
weight of the package.

You can track your order in real-time on the tracking page of our
website. You will also receive email updates about the status of your
package and the estimated delivery date.

If the tracking information shows that your order has been delivered but you haven't received it, here are some steps to follow:

1. Check your delivery address:
   Verify that the delivery address was correctly entered during your
   order. Sometimes, packages are delivered to a neighbor, the reception
   area, or another location on your property.
   
   
2. Look for delivery notes:
   Check if the carrier left a delivery note. They may have left the
   package in a safe place or with a receptionist if you were unavailable
   to receive it.
   
   
3. Contact the carrier:
   Reach out to the carrier listed in your tracking information. Provide
   them with your tracking number and explain the situation. They may be
   able to provide further details or initiate an investigation.
   
   
4. Contact customer support:
   If you still can't locate your package after following the steps above,
   contact our customer support team. Provide us with your order details
   and tracking information. We will work with you to resolve the issue and
   ensure you receive your order as soon as possible.
   
   
5. File a claim:
   In some cases, if a package is marked as delivered but not received,
   you may need to file a claim with the carrier. Our customer support team
   can assist you in this process and provide any necessary documentation.
   
   

Rest
assured that we are here to resolve any delivery issues and ensure you
receive your order. Feel free to contact us for further assistance.

Tracking updates can sometimes be delayed, even if your package is
already on its way. Please wait 3 to 5 business days for the tracking
information to sync. If you still don't see any updates after that time,
feel free to contact us for assistance. We'll help you track down the
status of your order.

If you realize the mistake shortly after placing your order, contact our
customer support team immediately. The sooner you reach out to us, the
better the chances of correcting the address before shipment.

If your order has already been processed or shipped and you cannot update
the address through our support team, contact the carrier directly.
Depending on the carrier's policies, you may be able to request a
redirection or rerouting of the package to the correct address. This
often involves additional fees and depends on the carrier's approval.

To avoid similar issues in the future, always double-check your delivery
address before finalizing your order. Ensure that all details, including
apartment numbers, street names, and postal codes, are accurate.

Check
your delivery notice or tracking information to locate the pickup point
where your package was delivered. If you cannot find the location,
contact the carrier directly for assistance in identifying the correct
address.

Once you have the details, be sure to pick up your
package within the specified timeframe, as unclaimed packages may be
returned to us.

If you are unable to locate the pickup point or
have any questions about the process, please don’t hesitate to contact
our customer support team for assistance. Please note that if the
package is not picked up in time and is returned, you may not be
eligible for a full refund.

Please contact us so that we can resolve the situation as soon as possible.

You can return your order within 30 days of receiving it.

To start the return process, please contact our customer service team and provide the following information:

• Your order number
• Photos of the item (make sure it’s unworn, unwashed, with the original tags attached, and in its original packaging)
• The reason for your return

Once we receive this information, we will send you a return form and clear instructions to guide you through the next steps.

The return address and detailed instructions will be included in the
return form, which we will provide once you contact us regarding your
return request.

Returns
are not free, so the customer is responsible for the return shipping
fees. These fees generally range from £17.50-£30 per package, plus
customs fees of £10-£12.50, which are not covered by us.

Heavier
items, such as thick sweaters, jackets, or multiple pairs of shoes, may
incur higher return fees, as these costs are calculated based on the
weight of the package.

Refunds are processed via the original payment method. This usually takes up to 5 business days, depending on your bank.

Returns
are typically processed within 2 to 4 weeks, depending on shipping
times. Once your return arrives at our facility in China, it will be
processed within 5 business days.

If your return is approved, you
will receive a full refund. However, if your return is rejected, no
refund will be issued, and the package will be sent back to you at no
additional charge. Rejected returns may include damaged, incorrect, or
used items.

We have a 30-day return period from the date you receive your package,
during which you can return the item without providing a reason. Please
note that the return package must be shipped within these 30 days.

Yes, exchanges can be made within 30 days of receiving your order.

Exchanges are free for the product itself. However, return shipping fees apply and are based on the weight of the package.

If you receive a defective or damaged product, we are here to help! Follow these steps to resolve the issue:

1. Take a photo of the damaged or defective product.
2. Email info@williams-london-clothing.com with the photo of the issue attached. In your email, please include your order number and a brief description of the problem.

Once
we have reviewed your case, we will send you a replacement free of
charge, and you can keep the damaged item—no need to return it to save
you the hassle.

Please note that we do not offer refunds for damaged items, only replacements, in accordance with our policy.

Follow the same steps as for damaged items: contact us with photos and
your order number, and we will send you the correct item free of charge!

Please contact us with your order details, and we will work to resolve
the issue promptly. Once we confirm the missing item, we will send it to
you free of charge!

No, we operate exclusively online.