Service Update & FAQs
Status: We are open for business and accepting orders.
Please note that we have extended our returns policy to 28 days.
Q: Where is my package?
Delivery times may take slightly longer than usual as we are incredibly busy at this time.
Q: Where are my tracking details?
Where possible you will receive tracking information via our courier. During the COVID-19 Pandemic we will be packing all orders from our homes, which means we will be working with a number of couriers to ensure your orders are sent. You therefore may not receive tracking details during this time. We are sorry that we cannot provide more clarity at this time.
Q: My package is missing?
If you received tracking details and your order goes missing please contact us on firstname.lastname@example.org and a member of the team will look into the issue for you.
Q: How long does it take to process a return?
During the pandemic it will take longer for us to receive your returned goods. We apologise for the inconvenience caused but we are working as hard as possible to process returns as quickly as possible. It takes approximately 10 business days for a return to be processed however this may take longer during the coronavirus outbreak.
Q: Have you extended your returns policy?
Yes, we have extended our returns policy to 28 days.
Q: I ordered multiple items. Why did I only receive one item and why does it say that the other items are out of stock?
We are currently splitting orders, so if the item you ordered is available then it will be sent to you as soon as we can. However, if your order contained a pre-order then this item will be sent at a later date, please check the individual product pages for delivery timings. There is no need to be concerned about the “out of stock” messaging, this is simply because the item is a pre-order.
On rare occasions we may have to cancel your order, if this is the case a member of the team will contact you directly.
Q: Where is my pre order item?
We are sorry but we currently have a number of production delays due to the coronavirus pandemic. Please check the individual product pages for updates on the delivery dates.
Q: I ordered an item on pre-order. I Haven't received the item but the payment has been taken.
A: In order for our system to allocate the pre-ordered item(s) to you, we have to take payment at the point of check-out. By doing so, this ensures that the item will be sent out to you when it becomes available.
On rare occasions, when there is a delay or cancelation one of our team members will let you know.
Q: Can you email me when this item is back in stock?
To receive a notification when an item is back in stock please visit the relevant product page and click the button “notify me when available”
If you have any further questions then please do not hesitate to contact our customer services team email@example.com
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