Important Information
Order cut-off time: 10:00 PM UK time
Order processing time: 1–3 business days, Monday–Saturday
Standard shipping time: 5–7 business days, Monday–Friday
Estimated total delivery time: 6–10 business days
Free delivery: Free shipping is available on all orders within the UK.
We currently ship within the UK only. Orders are shipped through trusted courier partners.
Shipping Process
Once your order has been placed, you will receive an order confirmation email. Orders are usually processed within 1–3 business days, Monday through Saturday.
After your order has been dispatched, you will receive a shipping confirmation email with tracking details so you can monitor your delivery.
For standard items, the estimated shipping time is approximately 5–7 business days, Monday through Friday. The estimated total delivery time is usually 6–10 business days, depending on processing time and carrier availability.
For selected custom-made style or print-style items, please allow an additional 4–5 business days for production before your order is shipped.
Possible Delays
While we aim to deliver all orders within the estimated timeframe, delays may occasionally occur due to factors outside our control, including carrier delays, high order volume, weather conditions, holidays, or operational disruptions.
If your parcel has not arrived within the estimated delivery window, please allow an additional 3 business days, Monday through Friday. If your order still has not arrived after this period, please contact us at support@thewinslowsistersrichmond.com so we can investigate further.
Cancellations
If you need to cancel your order, please contact us at support@thewinslowsistersrichmond.com as soon as possible.
Orders may only be cancelled within 4 hours after the order has been placed. After this 4-hour cancellation window has passed, the right to cancel the order expires, as processing and/or production may already have started.
Damaged, Faulty or Incorrect Items
If your order arrives damaged or faulty, or does not match what you ordered, please email us at support@thewinslowsistersrichmond.com as soon as possible and include:
- clear photos of the damaged, faulty or incorrect item
- photos of the packaging, if applicable
- your order number and a short description of the issue
Please note that a claim cannot be approved without clear photo evidence.
Once we have confirmed the issue we will offer a suitable solution. Depending on the situation this may be a free replacement, a refund to your original payment method, or store credit so you can choose another piece yourself. If you would rather not receive a replacement, you may request a refund instead, where applicable.
Wrong Product or Size Received
If you ordered a specific product, size or colour but received a different item, email us at support@thewinslowsistersrichmond.com with your order number and clear photos of the item you received. Once verified, we will send the correct item, issue a refund, or provide store credit so you can place a new order.
For verified damaged, faulty or incorrect items, The Winslow Sisters covers the return shipping costs. See our returns & refunds policy for the full procedure.
Contact
For any questions regarding your order or shipment, please contact us at:
Email: support@thewinslowsistersrichmond.com
Business hours UK time:
Monday to Saturday: 9:00 AM – 6:00 PM
Sunday: 10:00 AM – 3:00 PM