FAQ

Yes, everything we source is vintage or secondhand and therefore been previously worn. It is within our best interest to sell our products as honestly as we can. Therefore, anything with defects will be photographed/stated in the item description.

As all items are unique and one of one, it is unlikely we will restock items unless they have been returned.

We are always sourcing similar styles and drop new items daily. Sign up to our newsletter to be the first to hear about new arrivals.

If you wish to add an item to your basket, click the 'Add to Cart' tab on the product listing. Once you are ready to check out, go to your basket and click the 'Check Out' button. Enter your shipping information and select the desired postage method. Here, you will be asked for your payment details and your order will be placed.

We aim to dispatch orders within one working day. Orders are processed Monday to Friday, excluding public holidays.

Orders placed before 2pm on a working day using our Royal Mail Next Day service are normally dispatched that day. Orders placed after 2pm, at weekends or on public holidays will be processed on the next working day.

You will receive tracking information by email when your order has been dispatched.

1. Add the items you want to purchase to your cart.

2. Viewing your basket, proceed to 'check out'.

3. After entering the code in the box, the discount will be applied to the order.

We accept all major Credit and Debit cards. As well as PayPal, Apple Pay, Shop Pay and Google Pay.

We cannot amend an order once it has been placed. If you have entered your information incorrectly, we advise contacting us as soon as possible via support@dwylo.com

If you wish to cancel your order, please request a cancellation via email. We can only cancel orders if they have not been put through our shipping system.

You will receive tracking information to the email provided on your order details. We advise keeping check on your tracking to ensure you are aware of your parcels journey. If you have not received this email, please check your spam folder or email us via support@dwylo.com

We offer delivery to almost every country. Shipping will be calculated at the checkout once your delivery details have been input.

Shipping will vary based on your location and shipping method. Please see here for more information.

All orders are dispatched next working day.

You will receive tracking information to the email provided on your order. Please keep check on this so that you are aware of your parcels journey.

We can amend your address if your order hasn't been dispatched.

Please email us at support@dwylo.com to change your order address.

Orders delivered outside the United Kingdom may be subject to import duties, taxes, customs charges or handling fees.

United States orders: Applicable import tariffs and duties are calculated and collected at checkout. We send US orders using Royal Mail’s Delivered Duty Paid (DDP) service, so customers should not be asked to pay those import duties again when the parcel is delivered. If you are unexpectedly asked to make an additional customs payment, please contact us at support@dwylo.com before paying it.

Other international orders: Where import duties, taxes or customs charges are not collected at checkout, they are the customer’s responsibility. These charges are determined by the authorities in the destination country, and Dwylo cannot predict or control the amount.

Please check your local import rules before ordering. If an international parcel is refused or left uncollected, any refund will be handled in accordance with our Returns Policy.

If you are having issues with your order, please contact us via support@dwylo.com and state your name and order number.

f you experience a problem with an international delivery, please contact us at support@dwylo.com and include your name and order number.

After a parcel has been handed to a local delivery partner, you may also contact that carrier using your tracking reference. Royal Mail provides a list of its international delivery partners.

If your parcel is being held at a local parcel shop, depot or customs facility, please arrange collection or pay any applicable charges promptly to prevent it from being returned.

US orders are sent using a Delivered Duty Paid service, with applicable import tariffs and duties collected at checkout. For other international destinations, charges not collected at checkout remain the customer’s responsibility.

If a parcel is returned to us, it will be handled as described in the “Parcels Returned to Sender” section and our Returns Policy.

If your parcel has not arrived by its expected delivery date, please contact us as soon as possible at support@dwylo.com and include your name and order number.

We will review the tracking information and, where appropriate, investigate the delivery with the carrier. Carrier investigation and claim timescales do not affect your statutory consumer rights.

A parcel may be returned to us if it is refused, not collected, addressed incorrectly or if applicable customs charges are not paid.

Once the parcel has been returned to us, we will contact you and process any refund due in accordance with our Returns Policy.

Where permitted by law, original delivery charges and actual return-to-sender costs may be deducted if the return resulted from an incorrect address, refusal, non-collection or unpaid import charges.

This does not affect your rights where the delivery problem was caused by Dwylo or the carrier.

Yes. You have 14 days after receiving your order to tell us that you wish to return it. Once you have notified us, you have a further 14 days to send the item back.

We aim to process valid refunds within three working days after receiving and inspecting the return. Your bank or payment provider may take additional time to show the refund in your account.

Customers outside the UK may also have additional mandatory rights under the laws of their country. Please read our Returns Policy for the complete process.

Vintage and pre-owned items may show expected signs of age and previous wear. We aim to describe and photograph material defects as accurately as reasonably possible.

If your item is faulty, materially different from its description or has significant damage that was not disclosed, please contact support@dwylo.com as soon as possible. Include your name, order number and photographs of the issue.

Expected wear that was described or clearly shown in the listing will not normally be treated as a fault. This does not affect your statutory rights where an item is faulty or not as described.

Due to the nature of second-hand clothing, there are clear discrepancies in sizing.

This can be due to washing, shrinking/stretching and variations of styles throughout different eras.

For example, a size medium from the 1980's will fit differently to a size medium from the 1990's.

Sizes typically also vary between different brand labels, for example a Screen Stars large tag may differ slightly to a Jerzees large tag.