The Ice Locker Brand is part of WIHE Ltd T/A Willies and details within our policies may refer to the Willies brand. All terms, conditions and statutory rights remain the same.
We have a 30-day returns policy, which means you have 30 days after receiving your item(s) to start a return.
Please read all the information below and follow the steps required for your return.
To be eligible for a return, your item(s) must be in the same condition that you received them. This is new, unused and with all the saleable packaging in tact. Items that are used, have tags removed or packaging damaged will not be accepted.
Skates that are requested to be sharpened prior to shipping are not eligible for return as these are considered used. Skates that are baked are also not able to be returned.
Sale items are not eligible for a refund but we can load the value onto a Willies Gift Card for use against all items on our online store.
To start the return, please complete the returns form that was sent with the goods or alternatively download and print a copy here and add to your parcel.
You can generate a Royal Mail returns label using this link or alternatively ship using your preferred courier to this address.
Returns Dept, Willies, Unit 4 Challenge Park, Challenge Close, Coventry, CV1 5JG.
We recommend using a signed for/tracked delivery service. N.B. For returns requiring a refund, £3.50 will be deducted from the refund for the Royal Mail returns label.
For EXCHANGES, we will process and aim to send out the replacement within 3 working days. If this is not possible or there is a variation in price then we will get in touch with you using the details from the original order. If you need the item sooner then please raise a separate order for the item required and request a refund on the return.
For REFUNDS, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. If our Royal Mail returns service was used then we will deduct £3.50 from the refund for the Royal Mail returns label. Please note it can take some time for your bank or credit card company to process the refund.
Unfortunately, we cannot accept returns on custom products, gift cards or skates that have been baked/sharpened.
For STICKS/LARGE ITEMS/HEAVY ITEMS that cannot be returned via Royal Mail, please email returns@willies.co.uk to arrange collection via courier. Please note there is a £15 charge for this service due to the cost incurred for couriering these items. This will be deducted from your refund. Alternatively you can send it back to the address given above using the courier of your choice.
