Frequently Asked Questions (FAQs)
How long will it take for my order to ship?
All orders shipping within the US will typically arrive anywhere from one to two weeks. It can take as little as three business days for delivery depending on the efficiency of your local postal service.
International shipping times vary country to country, but usually take 5 to 10 business days. Wallflower Merchandise does not ship partial orders, your order will only ship if all items are in stock. If items are out of stock, you will be notified by email.
Why have I not received my order yet?
Orders may take up to 3-5 business days to be processed. Domestic shipping can then take up to 5 to 10 business days.
If an incorrect address was provided, your order could have had an attempted delivery and been returned to our distribution center. If this is the case, a Wallflower representative will contact you as soon as it is received and processed.
I did not receive a confirmation email, what should I do?
Please contact us at firstname.lastname@example.org
and we’ll confirm that your purchase went through.
What if I entered the wrong shipping address?
Please contact a representative at email@example.com
immediately. We will do our best to change the address before the package goes out. However, if the package has already been shipped, you may be charged for additional shipping and handling.
Is tracking available?
Yes, we issue tracking numbers for all orders. You will receive an email with the tracking information once your order has been processed and shipped.
How does international shipping work?
We use USPS international shipping. USPS picks ups your order and handles the package until it reaches your country. Once the order arrives in your country, it is handed off to your local postal service. Average transit time is 5 to 10 business days.
Customs fees, taxes, and additional fees may apply for international shipments. Wallflower does not charge for these fees up front because of varying rates between countries. Your local post office may hold the package until such fees are paid. Please contact your local customs and/or post office for more information.
What is your exchange policy?
Exchanges are only allowed for items of equal retail value. Please send back the item with a note stating what you’d like to exchange it for and a check or money order for shipping and handling. Shipping and handling rates are $5.00 for shirts and $10.00 for sweatshirts. Please contact a representative at firstname.lastname@example.org
for exchanges outside of the US.
What is your return policy?
For returns, please contact a representative at email@example.com
. Our representative will email you a return label and issue the refund once the order has been received at our distribution center. Please understand that we will not accept items that have been washed or worn.
I received the wrong size/item, how can I get this fixed?
While it’s not common, mistakes do happen. You may receive the wrong size, color, or item. Please contact a representative at firstname.lastname@example.org
. Our representative will work with you to get the issue resolved. Please understand that we will not accept items that have been washed or worn.
What if I am not satisfied with the quality of the item I received?
We strive to provide items with the highest quality to our customers. Please contact a representative at email@example.com
. Our representative will work with you to get the issue resolved. You may be asked to send in a photo and return the item. Please understand that we will not accept items that have been washed or worn.
Note: All items are manufactured to look “as close as possible” to the mock image displayed in the store. Any distress in the shirt or print visible in the mock will be on the final product.
What if one of the items is out of stock?
We will have the item restocked as soon as possible. Please understand that due to factors such as availability of garments, this can take up to several months.
What if I received my order, but it’s incomplete?
If you received your order and it’s missing items, please contact customer support at firstname.lastname@example.org
. You must notify us of any problems with your order within 5 businesses days of the delivery date.
I have emailed Wallflower but have not received a response. Is anyone there?
Due to the high volume of emails we receive, we may not be able to respond to every email immediately. Please be patient. We will contact you as soon as possible and do our best to resolve any issues with your order.