Returns & Exchanges Policy
*Please note due to COVID-19 we are seeing a longer processing time on returns due limited staff at our warehouses.
What is your return policy?
Items purchased on our website (with the exception of hats, face masks, mask filters, socks, crowdfunding pledges and final sale items) can be returned for a refund up until 30 days after purchase.
How do I start a return?
Please fill out our Returns form on the link here. Please note that the address you need to return your order to will be displayed at the end of the form. We operate 3 warehouses in the world (USA, Netherlands and Hong Kong) and you’ll need to return your items to the relevant warehouse.
How can I make an exchange?
We are currently not offering automatic exchanges directly on our website. If you are unhappy with an item you purchased and would like another one instead, please proceed to a return for the unwanted items. A new order will need to be placed for the size, color, bundle you prefer instead. Please note you can place your new order before returning the unwanted item or after you’ve been refunded. It’s up to you!
How can I return or exchange a gift?
All returned items need to be identified (linked to an order number and a buyer). If you’ve received the product as a gift, please reach out to your friend/relative and ask for the order number. This order number will need to be indicated in the return. By default, we will refund the corresponding amount of the returned goods to the original method of payment used to place the order. If you’d prefer to have store credit in this case, please reach out to firstname.lastname@example.org to arrange that!
Can I combine multiple returns with a single label?
Yes, so long as each different order is clearly indicated both outside and inside your parcel.
In what conditions should be the items I am returning for a refund or exchange?
All items returned for a final refund or in order to be exchanged for another need to be new, unused, in its original packaging and with every original tag still hanging in the correct location. Please note that each return is opened and thoroughly checked by our inbound team and any item deemed as unfit to be restocked will be quarantined. WANDRD reserves the right to issue partial refunds in such cases.
Does WANDRD provide a prepaid shipping label for my return/exchange?
WANDRD currently only provides labels for customers based in the continental USA wanting to return their order and make another purchase (see "How can I make an exchange” question above). Prepaid labels provided to continental US customers incur a flat fee of 10$ deducted on the final refund.
What carrier and options should I choose to ship items back to WANDRD?
Please make sure you ship back your items using a reliable carrier. Make sure you select an option with a tracking number. WANDRD is not responsible for lost returns in transit.
How long will it take to receive my refund?
Once the returned package is received by the warehouse, please allow up to 15 days for it to be processed and for the refund to be issued.
Are original shipping costs & customs duties refundable?
Original shipping costs paid when you placed your order, Route shipping insurance and customs duties (if applicable to your case) are NOT refunded when an item is returned.
Is Route Shipping Insurance refundable?
Route shipping insurance is not refundable in the case of a return or exchange.
What items CANNOT be returned?
Hats, socks, face masks, mask filters, crowdfunding pledges and final sales items are not returnable or exchangeable.
I purchased a bundle, can I return each item individually?
For inventory and accounting reasons, split bundle returns are currently not accepted. If an item in your bundle is not to your satisfaction, we kindly ask that you return the entire bundle new, unused, with all tags attached and in its original packaging.
My order came with a FREE gift/item, should I return it as well?
Whatever happens, we want you to be part of the WANDRD family, feel free to keep any freebie!
What happens if I no longer have the tags/original packaging for the items I wanna return?
We do not accept returns on items without their tags still attached in the correct locations.
I backed a product on Kickstarter (or other crowdfunding platform), can I return it?
Crowdfunding pledges are FINAL SALES. These are non-returnable and non-exchangeable.
I purchased a clearance or final sale item, can I return it?
We do not accept returns on final sales items.
I received a refund notification but where is my money?
It can take up to 3-7 business days to see the refund post back to your account as banking operations are not instantaneous in most cases.