By using the WKD website, you accept our Terms and Conditions . We reserve the right to change these Terms and Conditions from time to time and we advise you to read through them each time you use the site.
You must be over 18 years old to buy goods from this site. If you are under 18, you can only use this site with the involvement of a parent or guardian.
WKD is the trading name of Big Brother Associates Ltd Limited, registered in England & Wales.
Our registered office is
218 Bury New Road
Manchester
M8 8DY
Our company registration number is 03643504
Our VAT registration number is 725 6022 54
Any customer purchasing goods online will have 14 days from the date of delivery to cancel their item. Customers will also have an additional 14 days from this point to return the unworn item back to WKD. When returning, please note your intention to exercise your rights under the Consumer Contract Regulations.
We will always do our best to have your order with you on the specified date / time. However, unforeseen circumstances can arise that are out of the control of WKD, the courier, or both which may cause a delay. Although we will do everything to prevent this happening, it may not always be possible. With this in mind, any delivery timescales should be taken as a guideline and not a guarantee of delivery date. We will make contact with you as soon as we are made aware of any delay to your order. If you have not received your order within the delivery timescale stated, please contact us no later than 10 days after the dispatch date, to allow us to look into this further.
We’re really sorry if part of your order is missing. For this to be looked into fully, WKD must be notified directly, of any missing items, within 10 days of the dispatch date. Once a dispute has been raised, please allow 5 working days for our investigation to take place. During this time, the dispatching location(s) will be asked to review CCTV footage, where possible, of the item(s) being checked and sent for shipping. The purpose of CCTV is to ensure all orders are being pair checked for quality and sent for shipping as would be expected. We are unable to share CCTV out with key members of WKD. Should CCTV footage show items being checked and shipped as expected, a review with the courier will then take place. During this time, customers may be asked to provide the packaging their part order has been received in. Customers will also be required to complete a declaration confirming parts of their order was missing at the point of delivery. Please note, if there are any delays in reporting your missing item to us, we might not be able to look into this further.
In the event of a disputed delivery, WKD must be notified directly, within 10 days of the dispatch date, to allow us to look into this fully and uphold any claims made. Once a dispute has been raised, please allow 5 working days for us to investigate. During this time, depending on the type of dispute, we will carry out investigations with our dispatch location(s) and the courier. We may also review CCTV at the point of dispatch to ensure the correct process has been followed. This CCTV is for review purposes only and will not be shared out with the business. Customers may be asked to complete a declaration confirming non receipt of their order. If the declaration isn’t returned as soon as possible, this may delay the investigation longer than 5 working days. The declaration should be returned within 10 days of the dispute being raised. Failure to do so may result in the investigation being delayed and/or closed without action.
In the event that you have a complaint regarding a product or service purchased from WKD please contact us at wk*******@***oo.com
In the unlikely event that our Customer Service team are unable to resolve your complaint, and we have provided a final response to your claim, you can refer your complaint to Consumer Arbitration. Consumer Arbitration is approved by the CTSI to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your complaint to them within 12 months of receiving this correspondence.
For further information or to submit your complaint to Consumer Arbitration please visit www.consumerarbitration.co.uk
If you receive an item that is damaged or defective, we will either replace the goods free of charge or refund to you the price of the goods as required. Simply return the goods to us with a proof of purchase.
Return any items purchased online to the address below. Don’t forget to send or bring your invoices along.
WKD Returns
218 Bury New Road
Manchester
M8 8DY
We advise you to send your shoes back via a recorded postal service of your choice. Please retain a proof of postage receipt as we cannot be held liable for any goods lost in transit to us. The items are your responsibility until they reach our warehouse. If your order is lost via collect plus, a postage receipt will ensure we are able to process a refund for you. If returning via an alternative method, a postage receipt will help you claim for your item via the company you returned this with.
Please don’t forget to complete your returns form and details of the refund require. Once your goods are accepted back into stock you will be issued with a refund. We can only refund the card originally used for payment. Please tell us why you are returning your item(s) to help us to improve our service and goods in the future. We endeavour to process refunds for postal returns as soon as possible. Returns can take up to 10 days to be received and processed at our returns department. If you have not received your return confirmation within this timescale, please contact us no later than 10 days after the return was made, to allow us to look into this further.
