Frequently Asked

Questions...

Can I track the status of my order?

Yes! Log in to My Account to see the status of your order.

Is it safe to shop online at www.westone.co.uk?

Absolutely! Our top priority is keeping you safe. We use the latest SSL (Secure Sockets Layer) technology to ensure your data is protected. The personal information you provide to us is used for our records only. We do not give or sell your details to third parties. We also do not store any credit/debit card details as your card details are dealt with directly by HSBC Merchant services or PayPal through Real-ex secure systems.

I’ve ordered the wrong item/size/colour! Can I amend my order?

You may cancel an order at anytime provided the status of your order hasn’t changed to ‘Despatched’. Unfortunately, once your order has been placed, you won’t be able to amend your order, so please ensure you review your order summary carefully during checkout before confirming the order. 

Please contact us ASAP providing your order number (preferably by telephone +44208 5756827) and we will issue you a full refund provided we have not dispatched your order. If not you can always exchange your garment in any of our stores for a different size as long as they have it in stock.

What delivery options can I choose?

At present we offer delivery to the UK through Royal Mail Packet delivery service. Delivery is usually (over 95%) next day delivery and costs £2.95 regardless of how many items you order.

My computer crashed whilst I was placing my order. Has my order gone through?

If you receive a confirmation email, then your order has been processed successfully. If you haven't had any emails from us, please go to the ‘My Account’ section of the website and click on 'My Orders'. If your order doesn't appear on the list, you'll need to place it again. If your unsure you can always send us an email

Can I have my order sent to an alternative address, such as a work address?

Yes, you can ask for your order to be delivered to an address that is different to your home address when you go through the checkout process. You can even maintain several different addresses within the ‘My Account’ section of the site to make this easier.

Do I have to sign for the package once it arrives?

UK Standard delivery will not require a signature.

What happens if no one’s in when my parcel’s being delivered?

You should receive a ‘While you were out’ card if no one is available to collect your parcel. Your parcel will be sent to your local Post Office sorting office, ready to be collected. For UK Standard orders, your parcel may have been left with a neighbor or in a obscured location (such as in the shed, or behind the bin, etc).

It’s been 5 working days and I still haven’t received my order, what should I do?

If your order status has changed to ‘Despatched’ and you haven’t received your order within 5 working days, please check that you haven’t been sent a ‘While you were out’ card from Royal Mail. It may have been delivered while no one was in to collect the parcel.

If your order status has not changed to ‘Despatched’ there may have been a problem with your order. We will contact you should an issue arise with your order and keep you updated with any delays which may have occurred, usually by email. Please check to see if you have received any emails from us in the last few days. If not please contact us either by email or telephone, providing us with your order number, should you have any queries regarding your order.

When will my card be charged?

We will only charge your card once your order has been despatched from our warehouse.

If there are any items on your order which are not in stock, you will not be charged for them.

You will be advised by email if we are unable to complete your order for any reason.

As part of our policy to protect against the fraudulent use of credit cards, we carry out random security checks on orders.  These can take various forms, and may involve contacting you by telephone before your order is processed.

For full details of The West One Goodwill Policy

please see ‘Returns’ on the bottom menu bar.

Can I return internet purchases to www.westone.co.uk?

You can return any unworn Internet purchases to us within 21 days of the dispatch date provided the item(s) are in sellable condition (i.e. in their original packaging, unworn, unwashed and complete with their original labels) and all tags are intact. You do not need to inform us before you send us a return.

Can I return sale stock?

Sale items can be exchanged in any of our stores but unfortunately we are unable to offer a refund. Please make sure you are happy with any reduced price merchandise prior to purchase as we do not refund on sale (or reduced) items under out Goodwill Policy. We will, however, exchange sale (or reduced) items in any of our high street stores but not via our online store.

How long do I have to return

We will process refunds on items received back within 21 days of dispatch inline with our West One goodwill policy. This is in addition to your legal rights under the sale of Goods Act 1974.

All refunds will be made back to the payment card which was used to pay for the original order.

We will let you know by email when your refund has been processed. We are unfortunately unable to offer credit notes on online returns but if you would like a credit note / gift voucher you can return the item in store.

Do you refund delivery charges?

We do not refund the delivery charges you may have incurred returning an item unless the item was sent to you by mistake or is is faulty. If an incorrect item has been sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above. We will only refund the price of the item to the purchaser once it is received by us. Following receipt by West One, it may take up to ten working days to credit the purchaser’s account.

I’ve returned some items to you, but wasn’t refunded the delivery cost?

We will only refund your postage cost if your item is damaged or faulty and it is the only item on your order. If you have kept any items on your order, we will not be able to refund your postage.

Can I return an item to a West One store

Yes! As long as it is within our Goodwill policy guidelines (see above) simply take the receipt attached to your invoice and the product you wish to return or exchange to your nearest store and inform the sales assistant you bought it online. The assistant will be happy to either process your refund via the original payment method, or help you find an alternative product.

Please see ‘The West One Goodwill policy’ for further details.

I’ve sent some items back to you for a refund but I haven’t heard anything from you.

We will inform you once we receive your returned item(s) via email. You will also be notified once we have issued you a refund. We recommend you obtain a proof of postage when returning item(s) to us as we are unable to accept responsibility on lost returned parcels.

Can I make payment by Fax/Phone

Unfortunately we do not accept payment over the phone or by fax.

I’m a student, can I get NUS discounts online?

Unfortunately we do not offer an NUS discount.

Can I shop online with a credit notes or Gift Vouchers.

We are currently unable to accept West One

store credit notes or Gift Vouchers online,

at present you can only redeem these in one of our stores.