REFUNDS & RETURNS POLICY

Last updated: 19 October 2026

Changed your mind, ordered the wrong size, or received something that is not right? This policy explains how returns, cancellations and refunds work at WESTMERE.

This policy applies to purchases made through thewestmere.store and does not limit any mandatory consumer rights that apply where you live.

IN SHORT

Most eligible items can be returned within 30 days of delivery.

For a change-of-mind return:

• the item must be unworn, unused and in its original condition

• you are responsible for the cost of return shipping

• you must contact us before sending anything back

• we recommend using a tracked delivery service

• approved refunds are returned to the original payment method

If an item arrives faulty, damaged, incorrect or materially different from its description, contact us and we will help put it right.

Email: support@thewestmere.store

30-DAY RETURN WINDOW

You may request a return within 30 days from the date your order was delivered.

This includes situations such as:

• changing your mind

• ordering the wrong size

• deciding the colour or style is not right for you

Please contact us before returning anything so we can provide the correct instructions and return address.

RETURN CONDITIONS

We understand that you need to check how something looks and fits.

You may try footwear or clothing on indoors in the same way you reasonably would in a shop.

For a voluntary change-of-mind return, the item must be:

• unworn and unused beyond a reasonable indoor fitting

• clean and free from marks, stains, scuffs or odours

• free from damage or significant creasing caused by wear

• in its original condition

• returned with original packaging, tags and inserts where supplied

• returned with any promotional or complimentary item supplied specifically with the product

• identifiable using your order number

Please take particular care when trying footwear. We recommend trying shoes on a clean, soft indoor surface.

If a returned item does not meet these conditions, we may be unable to accept it as a voluntary change-of-mind return.

Any mandatory rights you have under applicable consumer law remain unaffected.

ITEMS WE CANNOT ACCEPT FOR CHANGE OF MIND

Unless faulty, damaged, incorrect or not as described, we do not accept change-of-mind returns for:

• gift cards

• products clearly identified as Final Sale before purchase

Discounted products that are not marked Final Sale remain subject to the normal return conditions.

HOW TO REQUEST A RETURN

1. Contact us

Email:

support@thewestmere.store

Please include:

• your order number

• the product you want to return

• your reason for return

If the product is faulty, damaged or incorrect, include clear photographs where possible.

2. Wait for our instructions

We normally reply within 2 business days, Monday to Friday.

We will provide the correct return address and return instructions.

3. Send the return

Package the product securely.

Where return shipping is your responsibility, we strongly recommend using a tracked delivery service and keeping your proof of postage until the return has been completed.

Please do not send anything before receiving our return instructions.

A parcel sent without an approved return request may not be correctly matched to your order and may delay or prevent processing.

IMPORTANT — OUR REGISTERED OFFICE IS NOT A RETURN ADDRESS

Our registered office is:

ALX GLOBAL ECOM LIMITED
275 New North Road
London, N1 7AA
United Kingdom

This is the company's legal registered address.

It is not a customer returns centre and cannot accept return parcels.

Always contact support@thewestmere.store before returning anything.

WHO PAYS FOR RETURN SHIPPING?

Change of mind or wrong size

You are responsible for return shipping where you:

• change your mind

• order the wrong size

• prefer another colour or style

• no longer want the product

We recommend using a tracked service.

Original delivery charges are generally not refundable for voluntary change-of-mind returns unless applicable law requires otherwise.

Faulty, damaged or incorrect products

If the product is faulty, arrives damaged, is materially not as described, or we send the wrong item, contact us before returning it.

Where the issue is our responsibility, we will provide an appropriate solution and cover reasonable return shipping costs where applicable.

DAMAGED IN TRANSIT

If your order arrives damaged, contact us as soon as reasonably possible.

Where possible, please contact us within 7 days of delivery and include:

• your order number

• photographs of the product

• photographs of the packaging

• a short description of the problem

This helps us investigate the shipment with the delivery carrier.

Contacting us after 7 days does not remove any mandatory consumer rights you may have.

WRONG ITEM RECEIVED

If we send a different product, size or colour from the one shown on your order confirmation, please contact us.

Do not use or wear the incorrect product.

We will explain the next steps and provide an appropriate solution at no additional cost to you where the mistake is ours.

FAULTY PRODUCTS

Your rights relating to faulty products are separate from our voluntary 30-day change-of-mind return policy and may continue beyond that period.

If you believe a product has a manufacturing fault, email us with:

• your order number

• a description of the fault

• photographs or video where helpful

• when you first noticed the issue

Depending on the circumstances and the consumer rights available where you live, the appropriate remedy may include repair, replacement or refund.

Normal wear and tear, accidental damage, misuse or damage caused by care contrary to product instructions is not considered a manufacturing fault.

CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, email:

support@thewestmere.store

Include your order number.

If the order has not progressed too far through fulfilment and cancellation is still possible, we will cancel it and refund the applicable amount.

Orders may move into processing quickly, so we cannot guarantee cancellation once fulfilment has started.

If your order has already been dispatched, wait for delivery and follow the return process described in this policy.

Your statutory cancellation rights remain unaffected.

UK ONLINE CANCELLATION RIGHTS

If you are a consumer in the United Kingdom, qualifying distance purchases have statutory cancellation rights in addition to WESTMERE's voluntary 30-day return period.

You generally have 14 days after receiving the goods to tell us that you wish to cancel the contract without giving a reason.

After notifying us, you generally have another 14 days to return the goods.

For a statutory UK cancellation:

• contact support@thewestmere.store

• you are responsible for the direct cost of returning the goods where permitted by law

• standard outbound delivery costs will be refunded where required by law

• additional costs resulting from an upgraded delivery method may not be refundable beyond the standard delivery amount

• a lawful deduction may be made where handling has gone beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product

These statutory rights operate alongside, and are not replaced by, our voluntary 30-day return policy.

REFUNDS

Once your return reaches the designated return location, it will be inspected.

If the return is approved, the refund will be issued to your original payment method.

We normally process approved refunds within 10 business days after inspection, subject to any shorter period required by applicable law.

Your bank, card issuer or payment provider may require additional time before the funds appear in your account.

WESTMERE cannot control processing times imposed by external payment providers.

If a return does not meet the applicable return conditions, we will contact you before taking further action.

ORIGINAL SHIPPING CHARGES

For ordinary voluntary change-of-mind returns, original shipping charges are generally not refundable.

Shipping charges will be refunded where:

• applicable consumer law requires it, or

• the return results from an error for which WESTMERE is responsible

For qualifying UK statutory cancellations, standard delivery charges are refunded where required by law.

EXCHANGES

WESTMERE does not currently process direct exchanges.

If you would like another:

• size

• colour

• style

• product

return the original item for a refund and place a new order.

This also avoids the risk of your preferred replacement becoming unavailable while the original product is travelling back to us.

SALE ITEMS

Products purchased on sale follow the same 30-day voluntary return conditions unless they were clearly marked Final Sale before purchase.

A discount does not remove any statutory rights relating to products that are faulty, damaged, incorrect or not as described.

FINAL SALE

Products clearly identified as Final Sale before purchase cannot be returned solely because you changed your mind.

This does not remove any rights you may have where a product is faulty, damaged, incorrect or not as described.

PROMOTIONS AND DISCOUNTS

If a product was purchased using a discount code, promotional offer or multi-item promotion, any refund is calculated using the amount actually paid for the returned product after the applicable discount.

Promotional value is not refunded separately as cash.

GIFTS

If an item was purchased for you as a gift, contact us before returning it.

Unless otherwise required by law or expressly agreed by us, monetary refunds are issued to the original payment method used to place the order.

RETURN RESPONSIBILITY

Please package returned items carefully.

Where you arrange the return shipment yourself, keep your tracking number and proof of postage until the return has been received and completed.

WESTMERE may be unable to investigate a return parcel where there is no tracking information or proof that it was sent.

YOUR RIGHTS BY MARKET

United Kingdom

UK consumers retain all applicable statutory protections.

For qualifying online purchases, cancellation rights are described above.

Consumers may also have rights relating to products that are faulty, not as described, not of satisfactory quality or not fit for purpose.

United States

Consumer rights relating to returns, refunds and defective products vary by state.

Where federal or state law provides rights beyond this policy, those rights continue to apply.

Australia

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

Depending on the circumstances, Australian consumers may be entitled to repair, replacement, refund or other remedies where products fail to meet applicable consumer guarantees.

Canada

Canadian customers retain rights provided by applicable federal and provincial consumer protection laws.

Where those laws provide protections beyond this policy, those protections apply.

WESTMERE does not currently deliver to Quebec.

NEED HELP?

Not sure whether your return qualifies?

Email us before sending anything:

support@thewestmere.store

Please include your order number whenever possible.

We aim to reply within 2 business days, Monday to Friday.

WESTMERE is a trading name of ALX GLOBAL ECOM LIMITED, a private limited company registered in England and Wales under company number 16775534.

Registered office:

275 New North Road
London
N1 7AA
United Kingdom

The registered office is not a returns address.