We have a 30-day returns policy, which means for you have 30 days after receiving your item(s) to start a return.
Please read all the information below and follow the steps required.
To start the return, please complete the returns form that was sent with your goods or alternatively you can download a copy HERE.
We recommend using a signed/tracked delivery service (As items are your responsibility until received by us).
Our return address is RETURNS DEPT, WILLIES, UNIT 4, CHALLENGE PARK, CHALLENGE CLOSE, COVENTRY, CV1 5JG.
We can provide a returns label for a charge (see rates below) should you wish to return using our DPD account (available to UK only).
- Mainland UK (exc. NI & Scottish Highlands) - Regular Parcels - £4.00
- Mainland UK (exc. NI & Scottish Highlands) - Sticks & Oversize Parcels - £15.00
- Northern Ireland & Scottish Highlands - Regular Parcels - £10.00
- Northern Ireland & Scottish Highlands - Sticks & Oversize Parcels - £20.00
Please note, our DPD label will require you to return the parcel to a DPD drop off/collection point.
Some drop off/collection points may refuse sticks & oversize parcels if they do not have the necessary storage space.
A list of DPD drop off/collection points can be found HERE.
If you wish to use our returns label, please download a DPD returns label HERE.
STEP 1: RETURNS FORM
You should have received a returns form with your goods. Should you need another one you can download it HERE.
No printer? No problem. Please write all the information and order number about your item(s) on a piece of paper and include it with the parcel.
Please ensure all parts are completed.
STEP 2: PACKAGE
All items being returned for refund/exchange must be UNUSED and complete, including original packaging.
Please ensure original outbound packaging or a suitable alternative is used to package your parcel for its journey back to us.
Please do not place labels or tape on the actual item, it's box or wrapping.
Refunds/Exchanges on any Damaged items or packaging may be refused or subject to a restocking fee of up to 40% of the original purchase price.
STEP 3: SEND
Send it in the post. Please note shipping costs are non-refundable.
Please keep your returns tracking reference safe for future reference.
See below for further details on returning your item.
EXCHANGE?
We will process and aim to send out the replacement within 3 working days.
If this is not possible or there is a variation in price, then we will get in touch with you using the details from the original order.
If you need the item sooner, then please raise a separate order for the item required and request a refund on the return.
REFUND?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method.
If we supplied a shipping label, we will deduct the associated fee from the refund (£4.00 for regular parcels, £15.00 for sticks & oversize parcels).
Please note it can take some time for your bank or credit card company to process the refund.
ADDITIONAL RETURNS INFORMATION
Sale items are not eligible for a refund, but we can load the value onto a Willies Gift Card for use against all items on our online store.
We cannot accept returns on custom products, gift cards or skates that have been baked or mounted/converted.
Furthermore, we cannot accept returns on skates that have been sharpened (Unless this was done by Willies at the point of order). The cost of the sharpen is non-refundable.
We offer an extended returns period on purchases completed from 1st November - 25th December. All purchases made during this period can be returned up until 31st January subject to all standard returns policies. Extended returns exclude sale items.
Ice Skate Sharpening & Repair Services Available