FAQs

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 customercare@waxlondon.com and we’ll help you get it fixed quickly.

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.

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.

*Please note, the cut off for Next Day delivery is 12pm UK time.

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.

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

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.

- To begin your UK return please go to waxlondon.com/a/returns

- Enter your order number and the email address used to place the order.

- Next, choose which items are to be returned and if you would like a refund, voucher code, or exchange.

- If exchanging items, please select the same item in a different size.

- Once submitted, you will receive two emails. The first is a confirmation of your request with a return request reference number.

- The second email allows you to download a Collect+ label. Please follow the instructions contained in this email to return the items free of charge.

- If you have not received these emails, please check your junk mail and search "Your Wax London Order".

- To begin your international return please go to https://web.global-e.com/returns/portal/oQik

- Enter your order number and the email address used to place the order.

- Next, choose which items are to be returned, the quantity & reason for return.

- Next, select prepaid returns label, then choose to Print Returns Label. This will download the label to your computer which you can print and fix to the parcel.

- Please make sure to include the packing slip inside the parcel, indicating your reason for return.

- The cost of the label is deducted from your final refund (note: this does not apply to exchanges or returns of faulty items).

- Post your parcel at a DHL drop off point. You can find your nearest convenient drop off point at www.dhl.com

Our returns window is 30 days from receipt of your order. Unfortunately returns and exchanges received outside the return period won’t be accepted. Store credit may be offered in certain circumstances.

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 customercare@waxlondon.com and we’ll do our best to make sure you find the perfect fit.

You can pay for your Wax purchase in UK Pounds Sterling, US Dollars and CA Dollars.

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.

We use DPD and Royal Mail 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 customercare@waxlondon.com.

We are grateful for your support on this journey!