Frequently Asked Questions (FAQs)
How long will it take for my order to ship? All orders generally take 2-4 business days to process before shipping. However, in the event of a presale or if an item is on backorder, processing can take up to 4 weeks. You will receive an email with tracking once the order is packaged, labeled, and ready to be picked up by the mail courier. 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. International shipping times vary country to country, but usually take 10 to 15 business days. In some cases it can take up to 6 weeks. 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. 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. Tracking shows my as delivered but it isn’t here. Where is it? In the event your item was marked as delivered by the Postal Service and has not arrived, we kindly ask if you can reach out to your local post office. There may be a chance your item may have prematurely been scanned and marked as delivered. In the event this happens your item may be delivered a day or two after the fact. Should you not receive your item by then please do not hesitate to contact us. 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, labeled, and ready for courier pickup. How does international shipping work?
International orders will either ship directly from our European fulfillment center located in Amsterdam or through our 3rd party shipping partner Globegistics.
If shipped directly from one our Wallflower EU online stores you should expect it delivered right to your door with all of the taxes and fees already taken care of.
If shipped via Globegistics, Globegistics will sort the packages for USPS and then route them to the proper port of departure from the US. Once the order arrives in your country, it is handed off to your local postal service. Tracking will say “delivered” when it arrives at your local post office. You should then receive a notice from them stating that the package has arrived.
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.
Any packages that are returned as “refused” or “unclaimed” will be refunded for the items sent back. Shipping will not be refunded in such cases. If the package is sent back before you were notified or does not arrive within 6 weeks, please contact us. We will try a second attempt to ship the order. If the second attempt fails, we will issue a refund for the items only.
What is your return/exchange policy? We are only able to process a return or exchange request within 30 days form the date you receive your order. Unfortunately, we are unable to accommodate any requests falling outside of these guidelines. All items must be returned in their original condition and must not be washed, worn, or altered in any way. We are unable to accept return or exchange requests for any limited edition, clearance, or sale items. The customer is responsible for the cost of a return or exchange shipment unless the return or exchange is due to fault of the company (i.e. wrong item sent or product was damaged). If you are returning an item for a refund, please allow 3 to 5 business days for your item to be processed. Refunds typically take 2 to 5 business days to hit your account once they have been processed. 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 typically have items restocked within a few weeks. There are times, though, where an item will not be restocked because it was a limited run item or to make room for new products. 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.