Last updated: 18 September 2026
This policy covers orders from Whitmore Lane delivered in the United Kingdom. It explains both a change of mind and a problem with an item. It does not limit your rights under UK consumer law. For help, contact contact@whitmorelanestore.com or +44 1604 279340, Monday to Friday, 9:00 AM–4:00 PM GMT/BST (UK time).
Change of mind: 14-day cancellation period
For most goods purchased online, you can cancel without giving a reason. Tell us that you wish to cancel within 14 days after the day you receive the goods. If a single order is delivered in several parcels, the period runs from receipt of the last parcel. You may notify us before delivery as well. Email contact@whitmorelanestore.com with your name and order number and a clear statement that you wish to cancel. You may use the optional form at the end of this policy. A return request does not require our approval to exercise your statutory cancellation right.
After notifying us, send the goods back within a further 14 days. We will email the correct return destination and practical instructions. The return facility is separate from our business address and dispatch warehouse: do not send a return to either published address. Contact us promptly for the destination; if our delay in supplying it prevents timely posting, we will take that into account. Keep proof of postage and, where possible, use a tracked service.
Condition of garments and other goods
You may inspect and try on clothing as you would in a shop to check the fit, appearance and quality. Please handle the item with care and pack it securely for return. Original packaging and attached tags help us process a return, but their absence alone does not cancel your statutory right. We may make a lawful deduction if handling beyond what is necessary to inspect the item has reduced its value, for example if it has been worn for an extended period or damaged after delivery. We will explain any deduction.
Some statutory exceptions may apply to a particular product, such as genuinely made-to-measure goods or sealed goods unsuitable for return for health or hygiene reasons once unsealed. Where an exception applies, it will be made clear before purchase. An ordinary choice of size or colour for a standard item is not, by itself, a made-to-measure exception. These exceptions do not remove your rights if goods are faulty or misdescribed.
Who pays return postage
For a change-of-mind return, you arrange and pay the direct cost of sending the goods to the return destination supplied by email. That cost varies with parcel size, weight, carrier and the destination; contact us before ordering if you need help estimating it. We do not charge a restocking fee. If an item is faulty, damaged on arrival, incorrect or not as described, we will cover reasonable return costs or arrange an appropriate return method where the law requires. Please contact us first so we can tell you how to send it back without unnecessary expense.
Refund amount, method and timing
For a valid cancellation, we refund the amount paid for the cancelled goods and any standard outbound delivery charge you paid. Our current UK standard delivery charge is £0.00. If a paid delivery upgrade is ever offered, we need only refund the cost of the least expensive standard delivery option. A lawful deduction for diminished value may apply as described above.
We will issue the refund without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever is earlier. We may wait for one of those events. Where goods have not yet been dispatched, we will refund without undue delay and within 14 days of being told of the cancellation. Refunds go to the original payment method unless you expressly agree otherwise, and you will not incur a refund fee from us. Your payment provider may take additional time to show the credit.
Faulty, damaged, incorrect or misdescribed goods
If there is a problem, email us with the order number and a description. Photos can help us investigate but are not a condition of your legal rights. Do not wait for the 14-day change-of-mind period if you need help, but there is no 48-hour notification deadline for a fault. UK law may entitle you to reject faulty goods within 30 days and, depending on the circumstances and when the fault becomes apparent, to a repair, replacement, price reduction or refund later. We will explain the available remedy and return arrangements for your case. Sale items have the same statutory rights as full-price items.
Exchanges, order changes and cancellation before dispatch
We do not currently promise a direct size or colour exchange. You can use the return process for an eligible item and place a separate order for the replacement size or style. A new order is subject to the stock, price and delivery estimate shown when you place it. For a wrong or faulty item, contact us about a remedy rather than placing another order at your expense.
If you need to change or cancel an order before dispatch, contact us as soon as possible. We will try to stop or amend it, but dispatch may already have started. There is no arbitrary two-hour cut-off for your statutory cancellation right: if the goods are sent, you can still exercise that right within the period described above.
Missing parcels
If your order has not arrived within its expected window or tracking says delivered but you cannot find it, email us with your order number. We will investigate and apply your delivery rights; you do not have to settle a carrier dispute yourself. Our Shipping Policy explains the estimates and tracking.
Our business address and published UK warehouse are not return addresses; request the return destination by email.
Optional cancellation form
To: AKG Digital Solutions LLC, 75 E 3rd St, Sheridan, WY 82801, USA; contact@whitmorelanestore.com
I/We give notice that I/we cancel my/our contract for the following goods:
Order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature (only if this form is sent on paper):
Related Policies
Contact
Whitmore Lane
Operated by AKG Digital Solutions LLC
Business address: 75 E 3rd St, Sheridan, WY 82801, USA
Email: contact@whitmorelanestore.com
Phone: +44 1604 279340
Support hours: Monday to Friday, 9:00 AM to 4:00 PM GMT/BST (UK time)