Returns & Refunds Policy

We want you to love your order and feel confident shopping with us. Please double-check your size and delivery address before placing an order. Returns create additional transport and packaging waste, so we always encourage choosing carefully,  but if something isn’t right, we’ll make the process clear and straightforward.

 

Underwear hygiene notice (women’s & men’s)

For hygiene reasons, we cannot accept returns on women’s or men’s underwear,

including knickers, briefs and boxers (and any item sold or labelled as underwear), if the packaging hygiene seal has been opened, broken, removed, or tampered with.

To be eligible for return, the hygiene seal must be unopened and intact.

Exceptions (we will help):

• Faulty items (manufacturing defect)

• Incorrect item received (wrong style/size/colour sent)

If one of the exceptions applies, please contact us before returning anything.

 

Eligibility for returns (all other items)

All returned goods are processed once they arrive at our warehouse. To qualify for a refund, eligible items must be returned:

• Unworn and unwashed

• With all labels/tags attached

• In original packaging

• Free from marks, odours, pet hair, deodorant/makeup, creams, or perfume

When trying on items, please avoid contact with makeup, deodorant or creams. We reserve the right to refuse a refund if returned items are not in a resalable condition.

 

Return timeframes

• You must contact us / initiate the return within 14 days of delivery.

• Returned items must be received back with us within 28 days of purchase.

Returns received outside these timeframes may be refused.

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How to start a return (returns requests & queries)

To request a return or if you have any questions about your order, please email our Customer Service team at help@wysterialane.com (this is the fastest way for us to assist).

Please include:

• Your order number

• The item(s) concerned

• The reason for return (or your question)

• Photos (required for faulty items or incorrect items received)

You can also complete the form at the bottom of this page if you prefer.

Please do not send items back without contacting us first, as unapproved returns may be delayed or refused if they do not meet the conditions of this policy.

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Return postage (customer responsibility)

Return postage is the responsibility of the customer unless the item is faulty or incorrect. We strongly recommend using a tracked service, as we cannot accept responsibility for parcels lost in transit.

 

Refunds

Once your return is received, we will inspect the item(s) and confirm whether they meet the policy conditions.

If accepted, your refund will be issued to the original payment method within 7 business days of receipt/inspection. Please note that your bank/card provider may take additional time to show the funds in your account.

 

Exchanges

We do not offer exchanges. If you would like a different size or style, please return the original item(s) (if eligible) for a refund and place a new order for the desired item.

 

Faulty or incorrect items

If you believe an item is faulty or you have received the wrong item, please contact us at help@wysterialane.com before returning anything, and include:

• Your order number

• Clear photos showing the issue and the packaging

In eligible cases, we may provide a returns label or offer an alternative resolution.

 

Thank you for shopping with us.