Returns, Refunds & Exchanges

We're a small independent shop, not a faceless fashion giant, and every return is handled by Hil herself. A little help from you keeps everything running smoothly.

Not sure on your size?

If you're dithering between a 10 and a 12 (we've all been there), drop Hil a WhatsApp on 07598 823548 or DM us on Instagram before you order. We can usually point you to the right size and save us all a bit of faff and postage.

Changed your mind?

You have 14 days from the day your parcel arrives to let us know you'd like to return something, then a further 14 days to post it back.

Step 1: Let us know first

Please don't just pop it in the post. Open your order (click View your order in your order or shipping email) and press Request return. Tell us which item and why. It genuinely helps us: if something's too wide in the leg or too loose at the neck, we want to know so we can tell the next customer.

Step 2: Post it back, Tracked but never Signed For

Once we've approved your return, send it to:
Wardrobe at The Cross, 25A High Street, Neston, CH64 9TZ

Please use Royal Mail Tracked 24 or Tracked 48. Never Signed For. Signed For parcels turn up with the postie at about 7am, when we're still at home with the kettle on, and they end up on a trip back to the sorting office. Keep your proof of postage until your refund arrives. Return postage is at your cost.

Live locally?

You're welcome to bring your return into our Neston shop. Just email Hil first so she's there to take it from you, as she handles every return personally.

What we need back

Items must be unworn and unwashed with the tags still attached. No perfume spritzes, no make-up marks, and definitely no outings. We may reduce or decline a refund if something comes back clearly worn. Any packaging will do; we don't need the original tissue.

What you'll get

Your choice:

• A refund to your original payment method
• Store credit on your Wardrobe at The Cross account, to spend whenever you like
• An exchange for a different size or colour (subject to stock). We'll send the new item once your return arrives, with standard delivery (£4.95) to pay for sending it out.

Once your return lands with us, Hil will check it over and process it within 2 working days. Your bank may take a few more days to show it.

Free delivery orders

If you return part of an order that had free delivery (over £100), and what you keep comes to under £100, we'll take the £4.95 standard delivery charge off your refund.

What we can't take back (unless faulty)

Earrings, tights, socks, gift cards, personalised items, and anything with a hygiene seal that's been broken.

Something wrong with your order?

Occasionally something slips through. If an item arrives faulty or damaged, let us know as soon as you spot it: email Hil at hilary@wardrobeatthecross.co.uk with a couple of photos of the problem. The sooner you tell us, the sooner we can put it right. We'll send you a prepaid returns label and sort a replacement or refund quickly.

Any questions?

Email hilary@wardrobeatthecross.co.uk. We're always happy to help.