FAQ

Terms and Conditions

PREORDERS:

All preorder dates are estimates and subject to change, due to production or supply chain issues. We will notify our customers of any egregious date changes. Once an order is placed that contains a preorder item, we will allow cancellation within 48 hours of placing the order. Otherwise, the order may not be cancelled.

If an order is placed that contains a preorder item and a current in-stock item, the order will not ship until all preorder items in that order have arrived. Orders only ship complete.

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 johanna@waxpoeticclothing.com 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 johanna@waxpoeticclothing.com with an intent for return or exchange. We will not accept or issue returns/refunds without an accompanying email. All SALE and CLEARANCE items are final and cannot be returned or exchanged.

Purchases made during our Black Friday, Birthday, Labor Day, 4th of July or Halloween sales are only eligible to be returned for store credit or exchanged for the same item in a different size. If we do not have a different size, you will receive store credit.

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 20% cleaning 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. If your package is accepted for a return, you will receive your refund, minus a $2 restocking fee.

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

 

CUSTOMS FEES:

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.