We understand questions come up. To answer some of the general questions we've been asked previously, scroll down to see if your question is there. If you don't find an answer, you can always send an email to us at firstname.lastname@example.org
Please see below for our response and updates to COVID-19.
Any questions regarding Series, please check our Series FAQ page here.
Shipping & Handling
Update: Due to COVID-19, there will be delays in shipment. We want to ensure the safety of our employees and customers, first and foremost. With that being said, expect to have your items ship out within 7 business days after placing your order. We hope you can understand and that you are staying safe and healthy during this difficult time.
Please allow up to three business days for your order to be processed. To estimate delivery time, please take into account the processing time in addition to the time indicated by your selected shipping method at checkout. Orders are processed Monday through Friday, excluding holidays. The shipping courier chosen at the time of checkout is responsible for the delivery of your package. We have teamed up with Route to make dealing with lost, stolen, or damaged packages a lot easier for our customers.
What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here
*Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
What should I send in my return back in?
Starting with our Spring 2020 release, your package will now come in a resealable poly mailer. This means it has 2 strips to seal it - we use one to send it to you, and if need be you can use the second to send it back. They're also made from 100% recycled contents and can be recycled instead of thrown away.
Why do all the clothes come in plastic bags?
Each piece is individually wrapped to protect it from getting ruined while in transit. We are looking into different options, but in the meantime we use 100% recycled poly bags which can also be recycled once you open them.
Will you guys be restocking any of the styles/colors?
We make all of our styles in limited runs at the moment, in an effort to not overproduce and be too wasteful. Unfortunately, because of that, once styles are gone there is no additional stock to replenish them. You can also always check back to see if people return or exchange their goods at any time.
What is your return/exchange policy?
All items in Womn's Series 5 Launch are for final sale. We will not be accepting returns or exchanges.
I accidentally ordered the wrong item. Can I change it?
Unfortunately, once an order is placed, it can’t be adjusted. What we can do is issue you a refund for the item and then have you place a new order with the desired size/color/style. Reach out to email@example.com for additional assistance.
I never received an order confirmation email, how do I know my order went through?
Make sure to check that there were no errors in your email address and always check your spam inbox. If all else fails, reach out to firstname.lastname@example.org and we’ll assist you further.
I placed my order but entered the incorrect shipping address, how can I change it?
No problem, as long as your order hasn’t shipped yet, you can reach out to email@example.com to have it changed.
Can I cancel my order that I placed?
If your order did not ship out, then yes it can be cancelled. Reach out to firstname.lastname@example.org to proceed with your order cancellation.
Who should I contact for questions after I’ve placed my order?
You can contact email@example.com for any questions after your order has been placed.
My package was marked as "delivered" but why have I not received it?
Most couriers services mark a package as delivered, but it normally doesn't show up until a day or two later. We ask that you wait at least two more business days before reaching out to us. If your package still does not show up after the two days, we will then further assist in tracking down your package.
Shipping information & Order Tracking
Be sure to read our Shipping Policies located on the home page regarding all shipping fees including international shipments.
For international orders, the delivery time can be delayed up to 2 weeks due to the reason that the package needs to be transferred to a separate courier service in order to reach its destination. Our site provides an option to pay a higher shipping fee in order to track a package while in transit. We are unable to provide further information regarding the location of a package that has already shipped out.
We are a very small team working hard to pack and ship out a high volume of orders everyday, so please be patient with us! Once your items ship, you will receive a shipping confirmation email that includes tracking information.
Do I have to pay a customs fee for international shipments?
Duties, taxes, and any import fees for all International orders are not prepaid by womn. Customers will be liable for all import duties and taxes levied by the country your order has been shipped to. These will be due at the time of delivery. womn. is not liable for these charges and these charges will not be reimbursed or refunded by womn. If you are unsure of the charges that apply, please contact your local customs office for more information.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take two weeks or more before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.