WILLIES RETURNS POLICY

At Willies, we want you to feel confident when shopping for ice hockey equipment, skates, clothing and accessories. If you need to return an item, you'll find information below on our returns process, eligibility requirements and how to send your order back to us.

Need to return an item? Please check our returns policy for details on return conditions, time limits and any applicable exclusions before sending your items back.

UK RETURNS

We offer a 30-day returns period, meaning you have 30 days after receiving your item to start a return, subject to the applicable returns conditions below.

Please read the instructions carefully before sending your parcel back.

  • How to Return an Item:

    To start your return, complete the returns form included with your order. If you need another copy, you can download one here:

    Download the Returns Form

    STEP 1 — COMPLETE YOUR RETURNS FORM

    Complete all relevant sections of the returns form and include it in your parcel.

    Don't have a printer? Write your order number and all relevant item information on a piece of paper and include it with your return.

    STEP 2 — PACKAGE YOUR ITEMS

    Please ensure items are unused and complete, including their original packaging, where applicable.

    Use the original outbound packaging or a suitable alternative to protect your items during transit.

    Please do not place labels or tape directly on the item, its box or its wrapping.

    Items returned with damage to the product or packaging may be refused or subject to a restocking fee of up to 40% of the original purchase price.

    STEP 3 — SEND YOUR RETURN

    Send your parcel using a postal or courier service of your choice or if you prefer, you can use our DPD returns account to obtain a returns label for the following charges:

    Mainland UK Regular Parcel - £4.95

    Mainland UK Stick & Oversized - £15.00

    Northern Ireland & Scottish Highlands Regular Parcel - £10.00

    Northern Ireland & Scottish Highlands Stick & Oversized - £20.00

    To obtain a label, use our DPD returns portal:

    Get a DPD Returns Label

    PLEASE NOTE:

    • DPD returns labels are available for UK returns only.
    • You must take your parcel to an eligible DPD drop-off or collection point.
    • Some DPD locations may refuse sticks or oversized parcels if they do not have sufficient storage space.

    Find a DPD Drop-Off or Collection Point

    If you are returning an oversized item, check with the drop-off location before travelling.

    If using your own courier, we recommend using a signed-for or tracked service. Please keep your tracking reference safe, as you are responsible for the parcel until it is received by us.

    Return Address

    RETURNS DEPT
    WILLIES
    UNIT 4, CHALLENGE PARK
    CHALLENGE CLOSE
    COVENTRY
    CV1 5JG

  • UK Returns Additional Information

    Exchanges

    Once we receive your return, we aim to process your exchange and dispatch the replacement within 3 working days.

    If we cannot supply the replacement, or if there is a price difference, we'll contact you using the details from your original order.

    Need the replacement sooner? You can place a separate order for the item you need and request a refund for the returned item, subject to our returns conditions.

    Refunds

    Once we receive and inspect your return, we'll notify you whether your refund has been approved.

    If approved, the refund will be issued to your original payment method. Your bank or card provider may need additional time to process it.

    If you use a Willies DPD returns label, the associated label cost will be deducted from your refund:

    • Regular parcels: £4.95 for mainland UK, or £10.00 for Northern Ireland and the Scottish Highlands.
    • Sticks and oversized parcels: £15.00 for mainland UK, or £20.00 for Northern Ireland and the Scottish Highlands.

    The applicable label charge depends on your return destination and parcel type. 

    Additional UK Returns Information

    Sale Items

    Under our stated policy, sale items are not eligible for a refund. We can instead offer the value on a Willies Gift Card for use on our online store.

    Items We Cannot Accept for Return

    We cannot accept returns for the following items under our standard policy:

    • Custom products.
    • Gift cards.
    • Skates that have been baked.
    • Skates that have been mounted or converted.
    • Skates that have been sharpened, unless sharpening was carried out by Willies at the point of order.

    Where sharpening was carried out by Willies at the point of order, the sharpening cost is non-refundable.

    These restrictions do not affect any rights you may have if an item is faulty, damaged or not as described.

    Extended Christmas Returns

    For purchases made between 1 November and 25 December, we offer an extended returns period until 31 January, subject to our standard returns conditions.

    Sale items are excluded from this extended returns offer.

INTERNATIONAL RETURNS

We offer a 30-day returns period, meaning you have 30 days after receiving your item to start a return, subject to the applicable returns conditions.

International customers must arrange and pay for their own return postage. We cannot provide a prepaid returns label for international orders.

  • STEP 1 — COMPLETE YOUR RETURNS FORM

    Complete the returns form supplied with your order. If you need another copy, download it below:

    Download the International Returns Form

    If you do not have access to a printer, write your order number and the relevant item information on a piece of paper and include it in the parcel.

    STEP 2 — PACKAGE YOUR ITEMS

    Items should be unused and complete, including original packaging where applicable.

    Package your return securely using the original outbound packaging or a suitable alternative. Do not attach labels or tape directly to the item, its box or its wrapping.

    STEP 3 — SEND YOUR RETURN

    Arrange and pay for your own return delivery. We recommend using a signed-for or tracked service and keeping your tracking reference until your return has been received.

    International Returns Address

    RETURNS DEPT
    WILLIES
    UNIT 4, CHALLENGE PARK
    CHALLENGE CLOSE
    COVENTRY
    CV1 5JG

  • International Returns Additional Information

    International Customs Charges

    Any taxes, duties or customs charges incurred when sending returned goods back to us are the customer's responsibility.

    Original shipping costs are non-refundable.

    International Exchanges & Refunds

    Once your return reaches us, we will inspect it and notify you whether your refund has been approved.

    Approved refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

    If you would like an exchange, we aim to process and dispatch the replacement within 3 working days of processing the return, subject to availability. If a replacement is unavailable or a price difference applies, we'll contact you using your original order details.

    For exclusions relating to sale items, custom products, gift cards and skates that have been baked, mounted, converted or sharpened, please refer to the UK Returns section above.

UK & INTERNATIONAL SHIPPING FAQs

Can I return an item after 30 days?

Our standard returns period is 30 days from receipt. Extended Christmas returns may apply to eligible purchases made between 1 November and 25 December.

Do I have to pay for return postage?

Yes, unless otherwise applicable under your consumer rights or agreed with Willies. UK customers can choose their own tracked delivery service or obtain a paid DPD returns label. International customers must arrange and pay for their own return postage.

Can I return skates after they have been sharpened or baked?

Under our standard policy, sharpened skates cannot be returned unless sharpening was carried out by Willies at the point of order. Skates that have been baked, mounted or converted are also excluded from standard returns. 

How long will my refund take?

We will notify you after receiving and inspecting your return. Approved refunds are issued to the original payment method, but the time taken for the funds to appear depends on your bank or payment provider.

Can I return a sale item?

Our stated policy offers a Willies Gift Card instead of a refund for sale items.

Need further help?

If you have questions about returns eligibility or an existing order, please contact our team before sending your items back.