SHOP POLICIES AND FAQ
SHOP POLICIES AND FAQ
HOW LONG DOES IT TAKE TO SHIP?
Our processing time is normally between 1-3 business days. If you place an order on a Friday, it *might* ship that day, but more than likely it will not ship until the following Monday. Please keep in mind that we are a 2-person team, and we are working to get your orders out as quickly as possible!
WHERE IS MY ORDER?
If you have received a shipping confirmation, please be patient as USPS does not always scan in immediately. We have had some instances where unfortunately, packages were not scanned for 2 weeks and then were magically delivered. If you placed an order for a non pre-order item and haven't received your shipping notification within 5 days, please feel free to shoot me an email at firstname.lastname@example.org and I'll look into it for you!
HOW DO I MAKE A RETURN?
Any item that was purchased at full price may be returned or exchanged within 30 days of receipt, as long as the item is returned in good, unworn condition. You must notify us either through our contact box or via email@example.com with an intent for return or exchange. We will not accept or issue returns/refunds without an accompanying email. All SALE items can only be exchanged or returned for store credit, they are not eligible for refunds. If you buy something during our BLOWOUT sales, your sale is final.
We do not refund shipping costs. If you receive an item that is flawed or damaged, please let us know immediately, and we will exchange it or refund the cost. Shipping for all returns or exchanges will be paid by the customer (unless the item is damaged), and we will refund or exchange your item once the original purchased item is received, as long as it is in clean, unworn condition. Please do not shove the dress into a ball and try to cram it into the smallest envelope possible. If we have to clean or press your returned item because of how it was packaged, we will deduct a 15% restock fee from your total return amount. If it arrives back to us covered in pet hair or is stained in any way, we will not accept it and you will not be refunded.
When returning an item do NOT mark it as "signature required."
The return shipping address is:
Wax Poetic Clothing
2530 S Cleveland St
Philadelphia, PA 19145
International customers might be subject to customs fees. This depends on your location and will vary. We do not set the fees ourselves, so please do not email us asking why the customs fee is x amount. Also, keep in mind that the customs documents are populated based on the value of the item, not the price that was paid for it. For example, if you purchase a dress that is $100 and use a 20% off coupon code, the value of the dress will still show as $100, not $80. This is not us being big jerks, it's the law.
Customers are responsible for paying customs fees when applicable. If you decline to pay the fee and your package is sent back to us, you will not receive a refund until the package is received here. You will not be eligible for a refund on shipping.
LOST OR STOLEN PACKAGES
The best way to ensure that your packages are not stolen is to use a shipping address that is secure. Packages that are delivered to porches or front steps are more susceptible to theft, unfortunately. If your items are marked "delivered" but you didn't receive them, the first step is to contact your local post office. Our packages are shipped in easily identifiable mailers, (please email us if you need to know which was used for your shipment) so they should be easy to spot at the post office. If that approach is unsuccessful, please contact USPS to file a lost package claim. Once a package is in USPS possession, we are not responsible if it is lost or stolen.
What information do you collect from me?
We collect your personal information from you such as your email address, shipping address, billing address and payment information when you place an order or subscribe to our newsletter. . You may opt out of our newsletter at any time by clicking the "unsubscribe" button.
By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
To personalize your experience
To improve our website and its appearance
To improve customer service
To process transactions
To send out newsletters
We will never sell, exchange or transfer your information to any other company or individual for any reason, other than for the purpose of processing your transactions on our site.
How do we protect your information?
We implement (via Shopify) a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.
After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be kept on file for more than 30 days.
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety.