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 (unless otherwise stated in the product description). 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. Sometimes items are on order to be reprinted so there is an option to wait, other times the items will not be available again so a refund will be processed. Either way we always email to let you know.
What if my tracking says “return to sender”?
If your tracking information indicates your package was returned to us it will also generally explain why. This can happen for a variety of reasons, including, but not limited to: a typo in your address, missing apartment number, being marked as unclaimed, etc.
Wallflower Merchandise has no responsibility in your package being returned.
Once your order makes its way back to us it will be processed by our returns department and you will receive a refund for order. General processing time can take anywhere from 7 - 10 business days. The refund will be processed using your original method of payment. For credit/debit card refunds it can take an additional 3-5 business days to hit your account. If you’d like us to attempt a second shipment, we will send you an invoice for additional postage.
There is nothing we can do until the package arrives, but if you do notice your order is being returned and you want to let us know you are welcome to contact us through email@example.com. Be sure to include your order number in your email. Our team will make a note on your customer account that the package is being returned
Tracking shows my package 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 placed through a US store will ship out of our facility in Delray Beach, FL, USA through 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 may say “delivered” or “ready for pick up” 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 file a claim that the package was lost and issue a refund for the item(s) only.
Orders placed through an EU store will be shipped out of our facility in Amsterdam, Netherlands through PostNL. Customers in the EU will be charged VAT upfront and not have to pay customs or import fees upon delivery. Shipping will be refunded to EU customers only on returned orders placed on an EU store.
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.
Please send the item back with a note stating that you would like a refund or what you would like to exchange it for. You must include the item chosen for exchange, size (if applicable), and the original order number. The item chosen for an exchange must be of equal or lesser value (the difference will be refunded). If you do not follow these directions, your exchange will NOT be processed and we will refund you for the returned item.
You are responsible for shipping the item back to us and all costs associated with the return shipment. If you do not obtain a tracking number or insurance for your package we will not be able to confirm receipt and cannot be held responsible for any lost packages. If there are any issues with your request (ie. the item requested is out of stock) we will contact you via email.
Shipping will only be refunded to domestic orders. Domestic orders are defined as orders placed from a US store and shipping within the United States -OR- placed from an EU store and shipping within the EU.
This process can take up to 10 business days depending on the volume of returns/exchanges.
Our shipping addresses are:
1885 SW 4th Ave Suite E1
Delray Beach, FL 33444
Wallflower Merchandise BV
Admiraal de Ruijterweg 226C
Can I get a return label?
Please note we DO NOT supply return labels for general returns/exchanges.
You are responsible for return shipment costs and reshipment costs (when applicable).
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.