Returns
At Walking Whales Studio we strive to provide our customers with the highest quality products. However, we understand that there may be instances when you need to return an item. This page outlines our returns policy and provides you with all the information you need to initiate a return.
Eligibility for Returns
In order to be eligible for a return, the following conditions must be met:
- The item must be unused and in the same condition that you received it.
- The item must be in its original packaging.
- You must provide proof of purchase, such as the order number or receipt.
Please note that hair accessories and earrings are not eligible for returns due to hygienic reasons, unless they are faulty.
Initiating a Return
If you would like to initiate a return, please follow these steps:
- Contact us within 14 days of receiving your order via email at support@walkingwhales.com.
- Provide us with your order number and the reason for the return.
- We will guide you through the return process and provide you with a return authorisation form.
- Package the item securely, including the return authorisation form, and ship it back to us using a trackable shipping method. The customer is responsible for the cost of the return shipping.
Refunds
Once we receive your returned item, you will receive an email of confirmation. If the item is approved for a return, we will process your refund within 7 working days. Please note that the refund will be issued to the original payment method used for the purchase, minus a processing fee (10% of your total purchase). Depending on your bank or credit card company, it may take additional time for the refund to be reflected in your account.
Incorrect & Damaged Products
If you receive an incorrect or damaged item, please contact us within 14 days of receiving your order with your order number & a photo of the item. After 14 days, we are unable to provide a complete replacement or full/partial refund for any damaged product or products that develop wear-and-tear over time.
Lost & Stolen Packages
Walking Whales Studio is not responsible for lost or stolen packages that are confirmed to be delivered to the shipping address provided for the order. We are not responsible for orders that are delivered incorrectly or lost due to incorrect shipping information being provided at checkout. Please confirm your shipping address before finalising checkout.
Exchanges
If you would like to exchange an item for a different size, colour, or design, please follow the return process outlined above and indicate your preference for an exchange when contacting us. We will do our best to accommodate your request, subject to availability.
Contact Us
If you have any further questions or concerns about our return policy, please don't hesitate to drop us an email.
Email: support@walkingwhales.com