Returns

Returns & Cancellations

Returns

You have 30 days from delivery to start a return. The quickest way is through your account — it takes about a minute and you'll see the status update as we process it.

Request a return in your account

Sign in with the email address you ordered with, open the order, and choose Request return. No password needed — we'll email you a six-digit code.

You'll get a confirmation straight away and can track the return without emailing us.

Go to my account

Ordered as a guest? That's fine — sign in with the same email address you used at checkout and your order will be there.

Or, if that doesn't cover it
Ask us to sort it for you

Use this if your order hasn't arrived, if parts are missing, if you're outside the 30-day window, if you want to cancel before dispatch, or if you simply can't get into your account. We'll pick it up from here.

Top of your order confirmation email.
Needed if the item requires a courier collection.
Photos speed this up a lot. Email them to support@wisegalleria.co.uk quoting your reference.
Confirm and send
Your reference — It's in your confirmation email too.

We reply within one working day. Nothing is charged at this stage.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of receiving the goods, and you then have a further 14 days to return them. Requesting a return through your account, or sending the form on this page, is a valid way to tell us you're cancelling.

Wise Galleria goes further and accepts change-of-mind returns for 30 days from delivery. Where you cancel within the statutory 14-day period we refund the standard outbound delivery cost as well as the price of the goods.

If something's faulty

The Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described. If they aren't:

  • You can reject them for a full refund within 30 days of delivery.
  • After 30 days you're entitled to a repair or replacement, and to a refund if that fails.
  • We cover all return carriage on faulty, damaged or incorrectly supplied items.

What we can't take back

  • Custom-made or personalised items.
  • Personal care products once unsealed, for hygiene reasons.
  • Perishable goods.
  • Gift cards.
  • Hazardous or flammable goods.

None of this affects your rights when goods are faulty or not as described.

Returns address

Please wait until your return is approved before posting anything — we can't match unauthorised returns to an order. Once approved, returns go to:

Wise Galleria — Returns Department 163 Silverhill Drive
Newcastle upon Tyne
NE5 2JP
United Kingdom

Please use a tracked service and keep your proof of postage. Full terms are in our Refund Policy, Shipping Policy and Terms of Service.

Wise Galleria Limited is registered in England & Wales, company number 15872138. Returns are received at 163 Silverhill Drive, Newcastle upon Tyne, NE5 2JP.