Customers

Customers FAQs

Are wilko Ltd and wilko.com continuing to trade?

Following the Joint Administrators’ appointment on 10 August 2023, the business continued to trade; however, all of the remaining retail stores were closed with effect from 8 October 2023.

I purchased goods in one of the stores prior to the Joint Administrators’ appointment on 10 August 2023. Can I have a refund?

As a result of the Administration and as your issue is relating to a period prior to the Joint Administrators’ appointment on 10 August 2023, we are unfortunately unable to provide you with any refund. 

We recommend that all customers check their purchase protection arrangements associated with their debit / credit card (or similar payment method) to understand whether a refund is available via another source. 

In the event that you are unable to secure any refund via your original method of payment, you will have the right to lodge an unsecured claim in the Administration estate of wilko Limited. 

To do so, please contact uk_wilko_customers@pwc.com  providing your full name and corresponding address, and one of the team will arrange to send you the relevant information via letter in order to submit your unsecured claim. 

Based upon present information, the expected distribution to unsecured creditors is between 4-8p in the £, but the timing of any distribution is uncertain.

I purchased goods via wilko.com prior to the Joint Administrators’ appointment on 10 August 2023. Can I have a refund?

As a result of the Administration and as your issue is relating to a period prior to the Joint Administrators’ appointment on 10 August 2023, we are unfortunately unable to provide you with any refund. 

We recommend that all customers check their purchase protection arrangements associated with their debit / credit card (or similar payment method) to understand whether a refund is available via another source. 

In the event that you are unable to secure any refund via your original method of payment, you will have the right to lodge an unsecured claim in the Administration estate of Wilko.com Limited; however, at present, we do not believe there will be a dividend to unsecured creditors of the wilko.com Limited. 

You may still contact uk_wilko_customers@pwc.com, providing your full name and corresponding address, and one of the team will arrange to send you the relevant information via letter in order to submit your claim, but please be aware that you are unlikely to receive any return. 

I purchased goods in one of the stores after the Joint Administrators’ appointment on 10 August 2023. Can I have a refund?

If your goods purchased after 10 August 2023 are not of satisfactory quality or are not fit for purpose in accordance with the Consumer Rights Act 2015, please send proof of purchase and specific details relevant to the issue to uk_wilko_customers@pwc.com and you will receive a response in due course as long as it is within 30 days from the date of initial purchase.

I have a gift card, can I still use it?

Gift cards continued to be accepted during the period in which the stores were trading; however, as trading has now finished, any customers with outstanding gift card balances will become unsecured creditors.

You will be a creditor of wilko Limited and to submit a claim you should contact  uk_wilko_customers@pwc.com providing your full name and corresponding address, and one of the team will arrange to send you the relevant information via letter in order to submit your unsecured claim. 

Based upon present information, the expected distribution to unsecured creditors is between 4-8p in the £, but the timing of any distribution is uncertain.