Refund policy

1.1. Return Periods

TikTok Shop orders: Customers have 30 days from the delivery date to return eligible items, in line with TikTok Shop requirements.

Website orders: Customers who purchased directly from our website (wheniam.shop) have 30 days from the delivery date to return eligible items.

Returns received outside these timeframes will not be accepted.

1.2. Return Conditions

Items must be returned in their original condition, including all tags, packaging, and accessories. Products showing signs of wear, damage, alteration, or missing components will not qualify for a refund.

All returns must be sent to our designated UK returns centre. Customers are responsible for ensuring the parcel is securely packaged and delivered to the correct address.

Return Address:

When I Am Limited, The Royal Exchange
Panmure Street
Dundee
DD1 1DU
United Kingdom

1.3. Refund Process

Refunds are processed within a max. 5 business days (usually 1-2 days) of receiving the returned item. Refunds will be issued to the original payment method used for the purchase.

1.4. Return Authorisation

Before returning any item, please contact our customer service team for return instructions or authorisation at support@wheniam.shop. 

1.5. Fair Use & Return Activity

At When I Am, we pride ourselves on offering genuinely timeless, pre-loved luxury. While we understand that sometimes a piece may not be the perfect fit, our boutique relies on a sustainable circular economy. 

To protect the integrity of our collection and ensure fair access for all collectors, we monitor return frequency. We reserve the right to discontinue business with, or deactivate the accounts of, customers who demonstrate an unsustainable pattern of returns. Specifically, this applies to customers who return three or more consecutive orders (calculated as a 100% return rate over three or more transactions) for "Change of Mind," "No Longer Needed," or similar discretionary reasons.

We encourage our community to reach out to our specialists at support@wheniam.shop prior to purchase for detailed condition reports, additional imagery, or styling advice to ensure your chosen piece is exactly what you desire.