If you don’t find what you’re looking for, please contact us at [email protected]

Orders

 

 

Received the wrong item.

All of our orders are packed with care by humans, so on rare occasions, mistakes can be made. If this has happened to you, please contact us at [email protected] and we’ll help you get it fixed quickly.

 

Changes to orders.

While we will always try to cater to special requests, we can’t guarantee any changes to your order once we have received it. In most cases, we’re unable to combine orders because shipping is calculated based on weight, so a combined parcel could result in a failed delivery. For this reason, it isn’t possible for us to add items to an existing order.

 

Where is my order?

If your order hasn’t arrived when you were expecting it to, please check the following:

Have you received a dispatch confirmation email from us? (Maybe check your Junk folder!) 

Check the tracking link (this can be found on your dispatch confirmation email) to view the most up to date information on the whereabouts of your parcel.

Sign in and check your account on our website. Is your delivery address correct? Are your contact details up to date?

Check for text messages, emails and attempted delivery cards from our couriers.

Your parcel may be awaiting collection at a local delivery depot, or you may need to check that no one else (a helpful neighbour maybe?) has taken receipt of your parcel. 

If you still can’t locate your parcel, please contact our Customer Services team with your order number to hand. We’ll do our best to help. 

 

Can I cancel my order?

If your order has been placed but not yet dispatched, we will try to make a change or cancellation if possible. However, please note that we can’t guarantee any changes prior to shipping your order. If you have already received your goods, we are happy to cancel or organise a return in accordance with the UK Distance Selling Regulations and our Returns Policy.

 

Problem with a received order.

If something is not quite right with your order when you receive it, get in contact with our team at [email protected] as soon as possible. We’ll do our best to resolve the issue for you! 

 

Was my order successful?

After you place your order, you’ll receive a confirmation email to let you know it’s being processed. Once your order is packed and ready to go, you’ll receive a dispatch confirmation email as your Wax purchases leave our warehouse. 

 

Is it safe to order online?

When trusting us with your information, we want you to feel confident in our security measures. To prevent unauthorised access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

To protect your personal information online, we use SSL encryption on all data to and from our website. Want some extra reassurance? Check our security validity by clicking the padlock icon that appears in the URL line of your browser.

Returns

 

 

I’ve purchased outside of Europe – Will my duties be refunded to me if I return an item?

For all returns, except if your garment is faulty, you’ll have to organise and pay for the cost of returning products to us. Please note, international customs duties and sales taxes are not refunded for shipments outside the European Community (EC).

 

I’m outside the returns period – can I still make a return?

Unfortunately, returns and exchanges received outside the return period won’t be accepted. For online purchases, if you notify us of your intention to make a return, we’ll give you an additional 3 days to make your return.

 

Can I return any item?

We are happy to accept returns on full price and sale items from our online store (some exclusions apply*) within 30 days of your purchase. For purchases made in-store, please refer to your printed receipt.

 

How do I make an exchange?

We’re only able to offer exchanges to our UK customers, depending on availability at the time your request is processed. Unfortunately, we can’t put items on hold for you. To avoid missing out, secure your item by purchasing it immediately and requesting a refund for the item you are returning.

Products

 

 

I need specific sizing information, how can I get it?

Not sure about the fit of a Wax piece you’re eyeing up? All sizes are listed in UK sizing in the drop down menu on each product page. When choosing your size, please note we can only guarantee the UK sizing. If you need additional help, contact us at [email protected] and we’ll do our best to make sure you find the perfect fit. 

 

Will you be getting more stock?

We do our best to restock popular items although it’s not always possible for us to restock a style you’re after.

You’ll be able to see if there is a chance of a style being restocked by selecting your size from the drop down menu on the product page. If you’re asked to enter your email address, that means we’ll notify you immediately if we restock this item.

 

Do you have more sizes available?

The sizes online reflect all of our available inventory. So if your desired size is not listed as “In stock”, unfortunately that means we won’t have additional sizes available to purchase.

Payments

 

 

Do you offer a VAT discount to non EU customers?

Yes! If your shipping destination is a non EU country, then our prices already have the VAT removed.

 

What currencies are accepted?

You can pay for your Wax purchase in UK Pounds Sterling, US Dollars, CA Dollars and Euros. This will be automatically selected for you based on your location.

 

What payment methods are accepted?

We accept all the major credit and debit cards, as well as Paypal and Klarna. You can also pay with a gift card, which can be purchased online.

 

Can I order over the phone?

Sorry, unfortunately we can’t take payment over the phone.

 

Do you accept gift vouchers?

Yes, we accept gift vouchers! Please note they’re only valid on our website.

You can purchase a gift voucher online and it will be sent to your requested email address, whether that’s your’s or a lucky recipient’s.

Sustainability

 

 

Is Wax London sustainable?

At Wax, we believe climate change is the most pressing concern our world faces. We also believe that style shouldn’t cost the earth, so we’re building our company with the mission to reduce our carbon footprint and our waste production. Our sustainable ethos is simple: Reduce, Reuse and Recycle.

 

  • Last year we introduced new mailing bags that are fully recyclable.
  • As a business, we recycle whenever possible. We use First Mile across all areas of the business for recycling and bulky cardboard disposal, as well as waste removal in our warehouse.
  •  We use DPD to deliver the majority of our online orders — they’re committed to making every parcel they send carbon neutral.

 

While it’s impossible to do everything, we’re committed to making changes both big and small to have a more positive impact on the world. We’re constantly looking for ways to become more ethical and sustainable across our business. We are open to any suggestions you might have on how we can go further in our efforts. Please email any thoughts to [email protected].

We are grateful for your support on this journey!

 

 

Where can I find information on sustainability?

We believe that transparency is important, so we’ve created a dedicated Integrity page on our website where you can find more information about our ongoing efforts and plans for the future. We are taking proactive steps to ensure that we operate in a sustainable and ecologically responsible way.