Refund policy

REFUND AND RETURN POLICY

Last updated: 21 September 2026

We want every purchase to arrive as represented and to feel worthy of its place in your home, wardrobe or ritual. WMF XIII is your point of contact for returns, exchanges, repairs, replacements and refunds, regardless of which approved partner fulfilled the item.

STANDARD RETURN WINDOW

Unless a different rule was clearly disclosed on the product page before purchase, you may request a return within 30 calendar days after the item is delivered.

To begin a return, email returns@wmfxiii.com or use the return function in your WMF XIII customer account when available.

RETURN ELIGIBILITY

To qualify for a standard return, an item must be unused, unworn, unwashed and in the condition received, with its original tags, protective materials, accessories and packaging. Proof of purchase is required.

Trying on apparel or footwear indoors does not by itself make the item used, provided it remains clean, undamaged and otherwise resaleable.

HOW TO BEGIN A RETURN

1. Contact returns@wmfxiii.com with your order number, the item involved and the reason for your request.
2. Wait for written authorisation and the correct return destination. Different items in the same order may require different internal destinations.
3. Pack the authorised item securely and follow the supplied return-label or shipping instructions.
4. Send the parcel within 14 calendar days after authorisation unless we provide a different deadline.
5. Keep your shipping receipt and tracking information until the return is complete.

Do not send merchandise to our corporate mailing address unless our Returns team has specifically instructed you to do so. Unauthorised returns, cash-on-delivery parcels and returns sent to the wrong location may be refused or delayed.

ITEMS THAT CANNOT NORMALLY BE RETURNED

The following products are generally not eligible for discretionary returns:

• Perishable goods, fresh or prepared food, confectionery and products with a limited shelf life, except where damaged, defective, unsafe or incorrectly supplied.

• Personalised, monogrammed, engraved, bespoke or made-to-order products after production has begun, except where damaged, defective or not made as ordered.

• Intimate goods, sex-wellness products, earrings and other hygiene-sensitive products after a hygiene seal has been broken, except where defective.

• Opened skincare, cosmetics, grooming products, fragrances, supplements and personal-care products, except where damaged, defective, unsafe or incorrectly supplied.

• Digital downloads, gift cards and event or service bookings after delivery, redemption or performance, subject to applicable law.

• Products clearly identified as final sale before purchase, except where applicable law provides otherwise.

DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS

Contact concierge@wmfxiii.com as soon as reasonably possible, preferably within seven calendar days after delivery.

Please include your order number, a description of the issue and clear photographs when relevant. Keep the product and its packaging while we investigate.

Depending on the circumstances, we may arrange a replacement, repair, exchange, refund or another appropriate remedy. Reporting the issue within seven days helps us resolve carrier and partner claims, but it does not remove legal rights that may apply after that period.

REFUNDS

After an authorised return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method whenever possible. Processing times imposed by banks, card issuers and payment providers are outside our control.

Original shipping charges are not normally refunded unless the order was incorrect, damaged, defective or otherwise required by law. Return-shipping costs will be disclosed during return authorisation and may be deducted from the refund for a discretionary return.

A refund may be reduced only where permitted by law and where an item shows use, damage, missing components or handling beyond what was reasonably necessary to assess it.

Duties, brokerage charges and taxes collected directly by government authorities or carriers may need to be reclaimed from the relevant authority or carrier.

EXCHANGES, REPAIRS AND GIFT RETURNS

Where available, we may reserve a replacement while the original item is in transit. If the requested replacement is unavailable, we may offer an alternative, waitlist, store credit or refund.

Certain luxury goods, art, jewellery and furniture may be better resolved through repair or restoration.

Gift recipients may request an eligible exchange or store credit. A refund to the original payment method will generally require the purchaser’s order and payment information.

CANCELLATIONS

Contact orders@wmfxiii.com immediately if you need to cancel an order.

We will try to stop processing, but cancellation cannot be guaranteed after production, personalisation, packing or dispatch has begun. Any statutory cancellation rights that apply are not affected.

YOUR LEGAL RIGHTS

This policy supplements and does not limit any consumer rights or remedies that cannot lawfully be excluded.

CONTACT

Returns and refunds: returns@wmfxiii.com
Customer care: concierge@wmfxiii.com
Telephone: 437-435-9666

WMF XIII Inc.
Suite 1406, 5 Zappacosta Drive
North York, Ontario M9M 0G9
Canada

The corporate address above is not a customer return depot. Obtain return authorisation before mailing any product.