How do I contact Customer Services?
You may find your questions have been answered here, alternatively, should you still require assistance, our
Customer Services team is available between 9am – 6pm. You can also chat to us via Live Chat or drop us an
email. Visit here for more information.


Where can I use coupon code?
You can purchase a Gift Card online.


Do they have an expiry date?
Our gift cards do not have an expiry date.
Which UK payment methods does thewconcept.com accept?
Here at thewconcept.com we accept all major credit and debit cards (including prepaid cards) from Visa,
Mastercard and UnionPay. PayPal is also accepted and valid for all currencies except for CNY. You can also pay
with an eVoucher.


Can I change my address on my online order once I have placed it?
Once an order is confirmed, we regret that you cannot change the delivery address. Please cancel the order and
re-order it using the correct address. If your order has already been dispatched, please contact our Customer
Services team.
I have forgotten my password. What should I do?
Go to Sign In and click on ‘Forgotten your Password’. We will email you a reset password link.


When will my order be delivered and can I track my order?
Delivery times will depend on the options you select at checkout; see our Delivery page for more information.
You will be able to track your orders when you sign into your account. You will also receive updates from our
carrier partner when your order is on its way.


How do I return items to you?
Returning a thewconcept.com order is easy. Just fill in your returns form (so that we can identify your order) to
arrange a complimentary collection. If for any reason you’re not happy with your purchase, we offer a full refund
within 28 days of delivery – provided the items are new and unused, with all the labels and tags intact and in
the original packaging.
Please note, in some instances, we are unable to offer refunds or exchanges. This includes personalised and
perishable products, as well as products which have had their protective seals or strips removed or damaged.
This does not affect your statutory rights. For more information, please see our return policy.


What do I do if I’ve lost my delivery note?
If you have lost your delivery note, please include a cover note with the order number and a reason for the
return. Please note, failure to do this may result in delays. Should you require assistance, please contact our
Customer Services team.


How long does it take to get a refund?
Within 14 days of us receiving your order back by post, or receiving proof from you that your order was returned
to us, we will refund you the original purchase price and delivery charge for your order, provided that you return
the products to us in a saleable condition. Upon processing your refund, you will be refunded to your original
payment method (with a few exceptions, please see below). If this is to a debit/credit card it will usually appear
in your account within five days, depending on your card issuer.
If you paid using multiple payment methods, we will refund to your credit card/debit card/PayPal account first
before refunding to an eVoucher or gift card. We will refund to a gift card for refunds of online purchases made
through PayPal or eVouchers. For postal returns paid through a gift card we will refund you through an eVoucher.