Delivery and returns
Everything we sell is sent from our UK warehouse. Here's how delivery and returns work. The full details are in our delivery policy and our returns and refunds policy.
Delivery
| Option | Price | When it arrives |
|---|---|---|
| Standard delivery | £3.95, free on orders over £50 | 2–4 working days after dispatch |
| Express delivery | £5.95 | Next working day when you order by 1pm, Monday to Thursday. UK mainland only. |
Working days are Monday to Friday, not including bank holidays. Free Standard delivery is worked out on the value of your bag after any discount.
Delivery areas
| Area | Standard | Express |
|---|---|---|
| England, Wales and mainland Scotland | 2–4 working days | Next working day |
| Scottish Highlands and islands | 3–5 working days | Not available |
| Northern Ireland | 3–5 working days | Not available |
| Isles of Scilly and other offshore postcodes | 3–5 working days | Not available |
Standard delivery costs the same everywhere in the UK. We don't deliver to the Channel Islands, the Isle of Man, BFPO addresses or outside the UK at the moment.
Dispatch cut-offs
| You order | Standard | Express |
|---|---|---|
| Monday to Thursday, before 1pm | Usually dispatched the same day | Delivered the next working day |
| Monday to Wednesday, after 1pm | Dispatched the next working day | Delivered two working days later |
| Thursday after 1pm, or Friday before 1pm | Dispatched on Friday | Delivered on Monday |
| Friday after 1pm, Saturday or Sunday | Dispatched on Monday | Delivered on Tuesday |
Bank holidays add a working day. Any changes in busy periods, such as before Christmas, will be shown on the website before you order.
Tracking
- We email you as soon as your order is dispatched, with a tracking link.
- Your order and its tracking are also in your account, under Orders.
- We use Royal Mail, Evri and DPD. The dispatch email tells you which one is bringing your parcel.
- More help on our track your order page.
Returns
You have 30 days from delivery to return unworn items for a refund. Your legal right to cancel within 14 days always applies, whatever our own policy says.
How to return
- Sign in to your account, open the order and choose Request return, or email wiseproject.support@gmail.com with your order number.
- We'll email you a returns label. It costs £2.95, taken off your refund. It's free if the item is faulty or we sent the wrong one. You can use your own carrier instead, at your own cost.
- Pack the items with their tags and original packaging. Put a shoebox inside another bag or box rather than labelling the shoebox itself.
- Drop the parcel off with the carrier on the label and keep your proof of postage.
- We'll email you when your return arrives and when we've refunded you.
Items must be unworn and unwashed, with their tags. Sealed fragrance can't be returned once the seal or wrapping is removed, and earrings for pierced ears can't be returned once the hygiene seal is broken, unless they're faulty. Swimwear can be returned unworn with the hygiene strip in place.
Refunds
| Situation | What we refund | When |
|---|---|---|
| You cancel within 14 days of delivery | The items and, if you return the whole order, the standard delivery charge. The £2.95 label cost is deducted if you used our label. | Within 14 days of receiving your return, or your proof of postage if sooner |
| You return unworn items from day 15 to day 30 | The items. Original delivery isn't refunded. The £2.95 label cost is deducted if you used our label. | Within 14 days of receiving your return |
| The item is faulty or we sent the wrong thing | Everything you paid for it, including delivery, with a free returns label. Or a repair or replacement if you prefer. | Within 14 days of agreeing the refund |
Refunds go back to the payment method you used. If you paid with Klarna or Clearpay, the provider updates your payment plan. Your bank may take a few working days to show the money.
We don't offer direct exchanges at the moment: return the item and place a new order.
Faulty or damaged items
If something arrives damaged, develops a fault or isn't what you ordered, email wiseproject.support@gmail.com with your order number and photos. Under the Consumer Rights Act 2015 you can reject a faulty item for a full refund within 30 days of delivery. After that, you can ask for a repair or replacement and, if that doesn't work, a price reduction or refund. Wear and tear, accidental damage and not following the care instructions aren't faults.