Our delivery process explained

For security purposes we will only deliver to the card holder’s address.
All orders placed will be processed within 8 working hours and will be delivered as per the confirmed delivery date between 8am and 6.30pm provided no additional security checks are required and all stock items are available. Standard delivery for those products available from stock are on an estimated 3-5 working day delivery schedule, this approximation can vary depending on your location and quantity of each purchase.. For those products which are not immediately available from stock, an approximate availability will be advised when we contact you to confirm your order acceptance.

You will be notified when your order is ready for delivery. (A working day is any day other than weekends and bank or other public holidays).If delivery cannot be made to your address for reasons under the supplier´s control the supplier will inform you as soon as possible.


Our Next Day service to most of UK Mainland will be available for orders placed with our sales team from Monday to Friday before 10:30am for an additional charge (delivery on working days only). Orders placed for Next Day delivery after 10:30am on a Friday will be delivered Tuesday.


Our Next Day service is for delivery the next working day, and will take place between 8am – 7pm. Unfortunately a time window may not be given due to the ‘express’ nature of this service. 


Some products take longer delivery lead times. Please check the “delivery” tab inside product information for more details. Sometimes your order may need to be delivered direct from our suppliers – in the event that your order contains items from multiple suppliers, you may receive multiple separate delivery bookings.

Deliveries are made via courier companies to the “kerb side”. Unfortunately due to insurance guidelines, drivers are not responsible to take goods into your home. Therefore, please arrange for adequate help at the time of delivery – deliveries are carried out by a single driver and will likely need assistance. (Please be aware some goods can weigh in excess of 25 Kilos).

If you deliberately fail to take delivery of the goods (other than by reason of circumstances under control of the Supplier) then without prejudice to any other right or remedy available to the Supplier, the Supplier may:

  • Charge you for re-delivery.
  • Store the goods until actual delivery and charge you for reasonable costs (including insurance) of storage; or
  • sell the goods at the best readily obtainable price and either (a), where you have not already paid for the goods in question, charge you for any shortfall below the price you agreed to pay for the goods or (b), where you have already paid for the goods in question, account to you (after deducting all reasonable storage and selling expenses) for any proceeds received.
  • Charge a 30% handling fee due to the costs incurred from the manufacturers if the delivery is failed/rejected after being booked in.

If you fail to take delivery because you have cancelled your contract under the Distance Selling Regulations the Supplier shall refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods. On exercising your right to cancel you shall be required to return the goods to the Supplier at your own cost. Should you fail to return the goods, the Supplier reserves the right to deduct any direct costs incurred by the Supplier in retrieving the goods as a result of such failure.
Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However, the Supplier will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, the Supplier will inform you of any delay as soon as possible and will give you the option of cancelling your order at this point.


Requests for estimated time of arrival on the day of delivery are strictly at the courier’s discretion. We cannot insist on a courier contacting you to advise delivery times, we can only request this.
Please inspect all goods immediately on delivery. This means completely checking the doors for damages. If there are areas on the door which is hidden by the packaging please open the packaging and inspect the door whilst the delivery driver is still there as you should refuse delivery there and then (the delivery driver should wait for 15 minutes for good to be checked).

If the package appears to be damaged and/or the incorrect product has been sent, then please refuse the delivery then contact us immediately on 0207 770 6506. If the delivery is incomplete on arrival only sign for the products you have received. Failure to do so may affect any claims that you make thereafter. Claims will not be accepted for damaged/missing goods if the driver’s ticket is not signed accordingly. Please report any instances of damage not noticed upon delivery within 3 days of receiving your items.

WaileaCollection does not accept liability for any costs you incur due to a late delivery or any damages. We recommend that you do not book installers until you have received your goods and checked them and we are not liable to cover the costs for this.

Any orders processed over the phone agree to the terms and conditions clarified on our website.

Wailea Collection: Returns Policy

Returns

Hassle-Free Returns: Easy, Fast, Satisfaction Guaranteed!

At Wailea Collection, we’ve perfected the art of hassle-free returns. We understand that sometimes things don’t work out as expected, but rest assured, your satisfaction is our top priority. Here’s what you can expect:

  • Easy Process: No complicated forms or unnecessary steps. We’ve streamlined our returns to save you time and effort.

  • Fast Resolution: We work swiftly to process your return, ensuring you receive a prompt resolution.

  • Satisfaction Guaranteed: If you’re not delighted with your purchase, we’ll make it right. We offer hassle-free exchanges, store credit, or a full refund.

Shop with confidence knowing that returns at Wailea Collection are easy, fast, and guaranteed to leave you satisfied.

I need to make a return; how does it work?

We have a 14-day cooling-off period in which you can notify us of your intention to return the item(s), and a further 14 days from this point to send the items back to us at your cost. Your refund will be made via the same payment method used to place the order. The items should be in their original packaging, have not been worked on, and be in their original condition fit for re-sale – unless otherwise agreed.

What happens if I want to return goods outside of our 14-day cooling-off period?

If you have unwanted goods that you wish to return outside of our 14-day cooling-off period, we may be willing to authorise an extended return period depending on circumstances and solely at our discretion. We will confirm whether this is possible before agreeing with you, and it would only be offered in select situations.

Note: Products must be returned in new & unused condition, in original packaging, unless otherwise agreed.
Bespoke and made-to-order items are exempt from this cooling-off period.

I have changed my mind

If you’ve changed your mind and no longer want the goods, you may return the items within 14 days of purchase. Return shipping costs are your responsibility. If the order has already been dispatched, additional charges may apply. We can arrange collection and provide you with our courier’s fee.

If you return goods yourself, we recommend using a fully insured service in case of damage during transit. Goods will be inspected upon return. Items returned damaged or not in the agreed condition may not be refunded. We reserve the right to deduct from your refund if wear and tear is due to excessive handling.

Products bought as part of a bundle or promotional offer may require all associated items to be returned. Wailea Collection reserves the right to reclaim any promotional discounts applied to remaining products if part of a bundled or discounted set is returned.

I have ordered the wrong items

If you made an error while ordering—such as the wrong size or product—you can return the items. Return shipping is your responsibility, or we can arrange pickup and advise you of the courier’s charge. We recommend a fully insured courier service if you handle the return yourself.

Items returned damaged or in a non-resaleable condition may not be refunded. If the order has already been dispatched, further charges may apply.

My goods are faulty or damaged

If the goods you received are damaged or faulty, we will organise a free of charge return or replacement. Items must not have been worked on and should be returned in the same condition as delivered or reported.

Please inspect all items on arrival and report any damage within 3 days. Worked-on items cannot be returned.

We’ll request a completed returns form and photos of the damage via email so we can resolve your issue promptly.

Note: Solid timber and timber veneer doors may show natural variation in shade and grain—this is not considered a fault.

When damages occur, we offer full replacements. Refunds will only be issued when no replacement has been arranged and the damaged products are collected. Do not dispose of damaged items unless agreed, as we require them for inspection before issuing a refund or replacement.

Damage due to misuse, alteration, or negligence is not covered, and refunds will not be issued under those conditions.

Non-refundable items

Items that are made to order or bespoke cannot be cancelled or returned, as they are customised for you. These items will be clearly marked on the product description. However, if such items arrive damaged, we will replace them at no cost to you.

Refunds

We aim to process refunds within 28 days. Delivery charges can only be refunded if the return is due to an error on our part. Special order items cannot be cancelled. If an order has already been dispatched, additional fees may apply.

Right to Cancel

Wailea Collection reserves the right to cancel any accepted order prior to delivery at our discretion (regardless of whether payment has been charged), in the event of material errors related to your order, pricing, or terms published at the time. If payment has already been made and your order is cancelled for any of these reasons, Wailea Collection will issue a full refund promptly.