At wax and looms Ltd we aim for the highest customer satisfaction with each purchase. Hand made products are very unique and may have slight variations in patterns and colours. We celebrate these variation and hope you will too. Knowing that for each item even if we make multiple of them are all truly one of a kind.
1. Returns (No refunds)
In the unlikely event that you are not satisfied with your purchase, we offer e-vouchers for items returned as we do not offer refunds. Kindly notify us at contact@waxandlooms.com within 7days of receiving your delivery to initiate a return. We will send you information on how and the where to send your items. Kindly note that items returned without prior notification will not be accepted.
The shipping cost for returned products are borne by you.
Upon receipt of the returned item, we will examine the product and notify you via mail, within a reasonable period of time, whether your return has been accepted. Returns will only be accepted if they are unused and include tags and original packaging with the purchase receipt.
Kindly note that items on sale are not returnable or exchangeable.
2. Exchange
Exchanges of different sizes of the same products can be made within 7 days of delivery. Kindly notify us at contact@waxandlooms.com to initiate the process and confirmation of availability. In the unlikely case that we do not have it in the new size you want, you can choose another product of the same value or opt to have an e-voucher that can be used later.
You will bear the cost of returning the item to us and for us to re-ship the item to you.
3. Defective product or wrong order
Attention to details is one of core values thus every product that we send out goes through rigorous quality control. However in the unlikely event of a defective product or you receive a wrong order or size you ordered, kindly notify us at contact@waxandlooms.com within 3 days of receipt of your item so we can initiate the exchange procedure.
Please include in your email, a description of the defect, a photo, your invoice and a copy of your postage receipt. Kindly return items unused and include tags and original packaging. Upon receipt, we will examine the returned item and if it is deemed faulty, you will be given an e-voucher to repurchase your item in our online store.
Your postage cost to return the item to us will be reimbursed by us.
4. Shipping
Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to product during shipment. We highly recommend to use normal postage (so as not to pay twice the duties) that is trackable because we will not be able to complete the exchange if the item does not reach us safely.