Refund and Returns Policy

The short version

Everything in the WMUK shop is made to order. Nothing is printed until you buy it, so each item is produced individually for your order. That means more of what you pay goes to the charity, and it also means our suppliers cannot take items back if you change your mind or order the wrong size. Please check the size guide and product details carefully before you order.

If anything arrives damaged, faulty or different from what you ordered, tell us within 30 days and we will replace it free of charge or refund you in full.

Nothing in this policy affects your statutory rights.

Who you are buying from

The WMUK shop is run by WMUK (Waldenstrom’s Macroglobulinaemia UK), registered charity number 1187121 (England and Wales), company number 12358324. Our address is Rourke House, Watermans Business Park, The Causeway, Staines Upon Thames, TW18 3BA.

For anything to do with an order, email [shop@wmuk.org.uk] or call 0300 303 5870.

We sell and deliver to addresses in the United Kingdom only.

How our products are made

Our products are custom printed and dispatched on demand. When you place an order, your chosen design is printed onto your chosen product, in your chosen size and colour, and sent directly to you. Because of this:

• Production usually starts within 24 hours of your order, and we cannot make changes once it has begun.
• Colours may look slightly different in real life from how they appear on your screen, and print placement can vary a little from one item to the next. These are normal characteristics of custom printing and are not faults.
• If you order more than one product, items may be dispatched separately and arrive at different times.

Damaged, faulty or incorrect items

If your item arrives damaged, has a printing or manufacturing fault, or is not what you ordered (for example the wrong design, size or colour compared with your order confirmation), please contact us within 30 days of delivery.

Send us your order number and a clear photograph showing the problem. If more than one item is affected, please include one photo showing all of them together. That is all we need in almost every case. We will offer you a free replacement or a full refund, including delivery, and you will not need to return the item.

Refunds are made to your original payment method within 14 days of us agreeing the refund.

Wrong size, change of mind, or ordered in error

Because each item is custom made for your order, we are unable to accept returns or offer exchanges or refunds where the wrong size or colour was ordered, or where you have simply changed your mind. Items are printed individually and cannot be returned to stock or resold, so a return in these circumstances is a direct cost to the charity.

To help you get it right first time:

• Every clothing product has a size guide with actual garment measurements. The quickest check is to measure a similar top you already own and compare.
• If you are between sizes or unsure, email us before you order and we will help.
• Please check the colour, size and quantity in your basket before paying.

If you think you have made a mistake, contact us immediately. If your order has not yet gone into production we may be able to cancel it, though we cannot guarantee this.

Lost or late deliveries

If your order has not arrived within the delivery time shown at checkout, please check any tracking information you were sent and then contact us. If an item is confirmed lost in transit we will send a replacement or refund you in full.

Contact

Email: [shop@wmuk.org.uk]
Phone: 0300 303 5870 (general enquiries)
Post: WMUK, Rourke House, Watermans Business Park, The Causeway, Staines Upon Thames, TW18 3BA

Please include your order number in all messages.