Return Policy
We want you to feel confident when shopping with W Roberts. If something isn’t right with your order, review the information below to learn about return eligibility, refunds and how to request assistance.
Easy Return Requests
Contact our support team if you need help with an eligible return.
Refund Review
Refunds are reviewed after the return requirements are satisfied.
Need Assistance?
Contact Customer Care with your order details for support.
Return Eligibility
Eligible items may be returned in accordance with the return requirements applicable to the order.
To help us review your request, please contact Customer Care and provide your order number, the item involved and the reason for the return.
Please contact us before sending an item back so our team can provide the appropriate return instructions.
Condition of Returned Items
Unless the item arrived damaged, defective or incorrect, returned products should generally be in suitable condition for review.
- Items should not show unnecessary signs of use or damage.
- Original packaging should be included when reasonably available.
- Accessories, parts and included materials should be returned with the item.
- Proof of purchase or order information may be required.
Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, customization or product-specific restrictions.
Return eligibility may also depend on the condition of the product and the circumstances surrounding the request.
If you are unsure whether your item can be returned, contact us before shipping it back.
How to Request a Return
Follow these steps if you need to request a return:
Contact Customer Care
Send us your order number and tell us why you would like to return the item.
Wait for Instructions
Our team will review the request and provide return instructions when applicable.
Send the Item
Follow the provided return instructions and retain any available shipping or tracking information.
Return Shipping
Return shipping responsibility may depend on the reason for the return and the circumstances of the order.
If the return is related to an incorrect, damaged or defective item, please contact Customer Care before arranging return shipment.
For other eligible returns, shipping charges or return arrangements may vary.
Refunds
Once an eligible return is received and reviewed, a refund may be issued using the applicable payment method or order resolution process.
Processing times can vary depending on the payment provider, financial institution and nature of the return.
After a refund has been processed, your bank or payment provider may require additional time to post the funds.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible.
To help us investigate the issue, we may request:
- Your order number
- A description of the issue
- Photos of the product
- Photos of the packaging when relevant
Our team will review the information and advise you on the appropriate next steps.
Order Cancellations
If you need to cancel an order, contact us as soon as possible.
We cannot guarantee that an order can be canceled once it has entered processing or has already been shipped.
If cancellation is no longer possible, you may need to wait until the order is delivered and then request an eligible return.
Questions About a Return?
If you need help determining whether an item is eligible for return, contact W Roberts Customer Care.
Please include your order number and relevant product details so our team can assist you more efficiently.
Need Help With a Return?
Contact W Roberts Customer Care and provide your order information. Our team will review your request and help you with the next steps.
Contact Us