Refund policy

Returns & Refunds Policy

30 DAYS TO CHANGE YOUR MIND
Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to cancel your purchase, without giving any reason.

At Wicker Glow, we extend this period to 30 days from delivery.

HOW TO RETURN AN ITEM
Email us at contact@wickerglow.com with your order number and the item(s) you would like to return.

We reply within 24 to 48 hours with the steps to follow and the return address.

Send the item back to the address provided, in protective packaging.

Once we have received and checked your return, we process your refund.

Return address: Mateo Mazari EI — Wicker Glow, 10 rue Jean Henri Schnitzler, 67000 Strasbourg, France

Please do not send a return without contacting us first: we would not be able to process it.

CONDITION OF RETURNED ITEMS
Items must be returned complete, with their accessories and instructions.

You may unpack and handle the item to check its nature, characteristics and how it works, just as you would in a shop. You are only responsible for any loss in value caused by handling beyond what is needed to check it: in that case, the refund may be reduced accordingly.

RETURN SHIPPING COSTS
Return shipping costs are paid by you.

You never pay return costs if the item you received is faulty, damaged or not as described.

REFUNDS
We refund you to your original payment method within 14 days of receiving the item back, or of receiving proof that you have sent it, whichever is earlier.

You will receive a confirmation email as soon as your refund is processed. Depending on your bank, it may take a further 3 to 10 working days to appear on your account.

EXCHANGES
We are happy to exchange an item for a different size or colour, subject to availability. Contact us at contact@wickerglow.com.

FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that is faulty, damaged or different from your order, contact us within 48 hours at contact@wickerglow.com with:

your order number,

photos of the item and its packaging.

We will replace it or give you a full refund, with return costs paid by us.

YOUR STATUTORY RIGHTS
This policy does not affect your statutory rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose and of satisfactory quality.

To use these rights, contact us at contact@wickerglow.com.

Last updated: 26 October 2026