Returns Policy - My website

We want you to love your Warm Loch purchase.

If your order isn’t quite right, we’re happy to help. Our aim is to make returns and exchanges straightforward, fair and hassle-free.

14-Day Returns

You can request a return within 14 days of receiving your order.

To be eligible for a return, your item must be:

Unworn and unused
In its original condition
Free from marks, damage, perfume or other signs of wear
Returned with its original tags and packaging where applicable

Once we receive and inspect the item, we’ll process your refund or exchange as quickly as possible.

Exchanges

Need a different size, colour or style?

We’re happy to arrange an exchange where the requested item is available.

Your replacement will be dispatched once we have received and approved the returned item.

If the replacement item has a different price, we’ll contact you before processing the exchange.

Refunds

Once your return has been received and approved, we’ll issue your refund to the original payment method.

Please allow additional time for your bank or payment provider to show the funds in your account.

Original shipping charges are generally non-refundable unless the return is due to an error on our part or the item is faulty.

Items That Cannot Be Returned

For hygiene, personalisation or production reasons, certain products may not be eligible for return.

These may include:

Made-to-measure garments
Bespoke or personalised products
Items altered specifically to your measurements
Custom-made products once production has begun
Products that cannot reasonably be resold due to their condition

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Made-to-Order & Bespoke Garments

Some Warm Loch garments are made specifically for you.

Made-to-order: Please allow approximately 8 to 10 days for production, depending on fabric availability and seasonal demand.

Bespoke / made-to-measure: Please allow approximately 16 to 22 days.

Because these garments are produced specifically to your requirements, cancellation and return rights may differ from standard stock items once production has started.

We will clearly explain the applicable terms before beginning custom production.

If a completed made-to-measure garment requires a reasonable adjustment, please contact us. Where possible, we’ll work with you to achieve the best fit.

Faulty or Incorrect Items

If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible.

We’ll review the issue and, where appropriate, arrange a replacement, repair or refund.

Please include your order number and, where useful, photographs of the issue so we can resolve it quickly.

International Returns

We accept returns from customers worldwide.

When returning an item internationally, please use a tracked shipping service and retain your proof of postage until your return has been completed.

Customers returning items from outside the UK may be responsible for return shipping costs unless the item is faulty, damaged or was sent incorrectly.

Please make sure any required customs declaration accurately identifies the parcel as a returned merchandise/returned goods shipment where applicable. Incorrect customs declarations can cause delays or additional charges.

How to Start a Return

Before sending anything back, please contact us with:

Order Number
Name
Item(s) you wish to return
Reason for return

Our team will provide the appropriate return instructions.

Please do not send a return to an address obtained from an old order, third-party website or previous communication. Always use the return instructions provided by Warm Loch for your specific order.

Return Shipping

Unless your item is faulty, damaged or incorrectly supplied, return shipping costs are normally the responsibility of the customer.

We strongly recommend using a tracked and insured service, particularly for international returns.

Warm Loch cannot be responsible for items lost while being returned to us before they reach our returns facility.

Christmas & Holiday Purchases

We understand that gifts are often purchased well in advance.

During our seasonal promotional periods, we may offer an extended return window. Any extended Christmas return period will be clearly displayed on our website at the time of purchase.