FAQ

1.How do I place an order?

Simply select your favorite items, choose your size, and add them to your cart. When you’re ready, proceed to checkout and follow the steps to complete your purchase securely.

2. Do you offer free shipping?

Yes. We provide free standard delivery on all UK orders. Once your order has been shipped, you will receive a tracking link via email.

The checkout total is the final amount payable for your order. There are no additional delivery charges, import duties or customs clearance fees charged to UK customers at delivery.

3. How long will it take to receive my order?

For customers within the United Kingdom, our delivery schedule is as follows:

Processing Time + Shipping Time = Estimated Delivery Time

  • Processing Time: 1 to 3 business days
  • Shipping Time: 5 to 8 business days

Based on these timeframes, most orders arrive within approximately 6 to 11 business days after the order is placed.

Our team always works to prepare and dispatch orders as efficiently as possible, and we aim to ensure parcels reach customers as quickly as the courier network allows in order to provide a smooth and reliable delivery experience.

Business days refer to Monday through Friday and exclude UK public holidays.

4. Can I cancel or change my order information?

If you need to modify or cancel your order, we recommend contacting our support team within 12 hours of placing the order.

Because we aim to process and dispatch orders as quickly as possible, early contact helps ensure we can make changes before the parcel enters the shipping process.

Even after the first 12 hours, modifications or cancellations may still be possible as long as the order has not yet been dispatched. Once the parcel has been handed over to the courier, changes can no longer be made.

If you decide not to keep the item after receiving it, you may return it in accordance with our Return and Refund Policy.

5. What is your return and refund policy?

We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your order. To be eligible, items must be brand new, unworn, unwashed, and in their original condition with all tags attached. Please note that for hygiene and safety reasons, certain items (such as intimates, shapewear, and personal accessories) are non-returnable.

For complete details and step-by-step instructions, please review our full Return & Refund Policy. If you have any questions or need assistance starting a return, please feel free to email our support team at support@auldweave.com.

6. Who is responsible for the return shipping costs?

For general returns (such as a change of mind, wrong size selection, or style preference), customers are responsible for the return shipping costs. However, if your item arrives damaged or you receive an incorrect product, Auldweave will cover the return shipping costs or provide a prepaid return label.

7. Can I exchange an item for a different size or style?

We currently do not offer direct exchanges. If you would like a different item, size, or style, the fastest way is to return your original item for a refund following our return process, and then place a new order for the item you prefer.

8. Do you charge a restocking fee for returns?

No, we do not charge any restocking fees for returns. Once your return is received and approved, you will be refunded the full purchase price of the eligible returned items.

9. When will I receive my refund?

Once your return arrives at our facility, it will be inspected within 3 to 5 business days to confirm its eligibility for a refund. If the return is approved, your refund will be issued to the original payment method within 2 business days.  Please note that for damaged or incorrect items already verified and approved by our customer support team under Section 6, this 3 to 5 business days inspection is waived, and we will process your refund within 2 business days of the package's arrival.

After the refund has been processed, it may take 5 to 7 business days for your bank or payment provider to complete the transaction and reflect the funds in your account. Processing times may vary depending on your financial institution.

10. How can I contact customer service?

  • This online store is operated by: ELVARION LIMITED
  • Store Name: Auldweave
  • Company Number: 17100105
  • Registered Business Address: 2 St Peter's Street, Huddersfield, HD1 1LN, United Kingdom
  • Email: support@auldweave.com
  • Phone: +44 7933002702
  • Our Customer Service Team Is Available During The Following Opening Hours: Mon - Sat 8:00 a.m. - 6:00 p.m.(GMT)

Response Time: We aim to respond to all email inquiries within 24 hours during normal business days.