Refund policy

Effective Date: 01-09-2025
Last Updated: 24-10-2026

At Westerline, we want every customer to feel confident when shopping with us. If your purchase isn’t quite right, we’re here to help. This Refund & Returns Policy explains how you can return an item, receive a refund, or request an exchange in accordance with applicable consumer protection laws.

1. Your Right to Return (30-Day Guarantee)

You may return your order within 30 days from the date of delivery. To be eligible for a return, please ensure that:

  • The item comes back in its original condition. Trying it on indoors is fine — we only ask that it has not been worn outside, altered, or washed
  • All original packaging, tags, and accessories are included
  • Proof of purchase (order ID or receipt) is available

Items that show signs of use, damage, or wear caused after delivery may not be eligible for return unless faulty.

2. How to Start a Return

To request a return, simply contact us:

Email: info@westerline.com

Please include your order number and the reason for your return.

Our customer service team will provide:

  • The correct return instructions
  • The return address appropriate for your order
  • Confirmation as soon as your return reaches us

Returns should not be sent without contacting us first so we can ensure they are processed correctly and promptly.

3. Return Costs

All costs of a return are at your own expense. This includes the return shipping and any import duties, customs clearance fees, taxes, brokerage or handling charges that apply to the parcel on its way back to us.

If any of these charges have to be paid on our side when the parcel arrives, they will be deducted from your refund.

Contact our customer service team first and we will send you the return address and instructions. We recommend a tracked service. The return is at your own risk, and we can only refund a return that reaches us.

4. Refunds

Once your return has arrived at our processing centre and been inspected, we will notify you by email.

Approved refunds will be issued within 7 business days to your original payment method.

Please note:

  • Depending on your bank/card provider, it may take a few extra days for the refund to appear on your statement.
  • If a return is not approved (e.g., used or damaged items), we will contact you to discuss next steps.

5. Exchanges

If you’d like to exchange an item:

  • Begin by contacting our customer support team.
  • Our team will guide you through the exchange process.
  • In certain cases, we may advise you to return the item for a refund and place a new order for the correct product.

This ensures fast processing and accurate stock handling.

6. Boots: $19.95 Size Swap

Boots are the one item that can sit half a size off, so we made this simple. If your pair arrives and the fit isn’t quite right, you do not have to send them back and start over.

For $19.95 USD we will ship you the same boot one size up or one size down. That is all you pay for the second pair.

How it works:

  • Email info@westerline.com within 30 days of delivery.
  • Include your order number and the size you would like instead.
  • We send you a payment link for the $19.95 USD and ship the new size as soon as it is paid.
  • Keep the pair you already have. There is no return to arrange and no label to print.

Please note:

  • The size swap covers the same boot in a different size, one size up or one size down. A different model or colour is handled as a regular exchange (see section 5).
  • It is limited to one swap per pair ordered, and depends on the size you ask for being in stock.
  • Would you rather have your money back? Our standard 30-day return still applies, with return shipping at your own expense.

7. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with photos of the issue, your order number and a short description. We will look into it and find a suitable solution.

8. Contact Information

If you have any questions about returns, refunds, or exchanges, our customer support team is here to help.

Customer Service Is Available:
Monday-Friday: 8:00 AM – 6:00 PM ET (Eastern Time)

Email: info@westerline.com

Support Information: Customer service is based in the Netherlands and provides dedicated English-language support for all our customers. We respond to all inquiries within 24 hours on business days.

9. Company Information

This online store is owned and operated by:

Ludo Ecommerce B.V.
Kraaivenstraat 23-20
5048 AB Tilburg
The Netherlands

Chamber of Commerce (KVK) number: 96721189
VAT number: NL867731576B01

E-mail: info@westerline.com
Phone: +31 6 13721080

Customer service hours: Monday to Friday, 8:00 AM - 6:00 PM ET (Eastern Time)

Our customer service team is based in the Netherlands and provides English-language support to all our customers. We reply to every message within 24 hours on business days, and within 48 hours at the very latest.

You can also reach us through our contact page or find quick answers on our FAQ page.

For information about delivery times and shipping methods, please see our Shipping Policy.