Frequently asked questions

Processing

What is the processing time of my purchase?


Every garment is either handmade or hand-customised to order right here at Wild Strings HQ. Because of this, please allow us between 7-10 days for your order to be made and ready to ship. The process is slow but we promise it is worth the wait.




What if I need my products ASAP?


It is important to us not to rush the creation of your order and part of our mission at Wild Strings is to increase the acceptance of slow fashion. However, if you are in need of a quicker processing time for an event, holiday etc., please email us on wildstringsbyeleanor@outlook.com before you place an order so we can confirm quicker production and a completion date with you.





Shipping

What are the shipping prices?


Our standard UK shipping is FREE for orders under £35! - for orders over £35, standard shipping is £4.55. We also offer FREE shipping on Face Masks and Scrunchies so make sure you use this option at checkout! Special Delivery is £8.70 on all orders. International Delivery is also available. All orders are sent via Royal Mail and are signed for, for peace of mind.




How can I change my shipping address?


If you make a mistake with your shipping address and your order hasn't been shipped (you will get an email notifying you when it has) drop us an email on our Contact page with your order details and your new address and we should be able to change the address. If your order has been shipped, unfortunately your delivery address can't be altered.




How will my order be shipped?


Once your order has been made, it will be shipped from the United Kingdom via Royal Mail. You're garment(s) will be lovingly packed in recyclable packaing and you will receive an email confirming your order has shipped.




Do you ship internationally?


We ship worldwide. Any international shipping is £12.00.




What about duties and taxes?


Any import duties, taxes and/or charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. For more information please check with your country's customs office!




Why haven't I received all of my order?


In most cases, if you order more than one item, both will be shipped together in one box. In the event that there will be a long delay on part of your order or you have requested separate delivery per item you will receive your orders separately. If you have been notified that your order has been dispatched together, but do not receive it all, please email us via our Contact page or on wildstringsbyeleanor@outlook.com





Returns

What is your return policy?


We sincerely hope you never have to read this section and are completely happy with your purchase! However, we know this isn't always the case. Returns are accepeted within 14 days - or 21 days if faulty - and must be returned in unused and saleable condition. Return postage cost is the buyer's responsibility unless the item is faulty. For more info, check here!




Can I return a custom size product?


The simple answer is no. If you have requested custom sizes when ordering, you will not be able to return the garment, unless your product is faulty, in which case we will cover the cost of your return. If your garment is faulty, please notify us via the Contact page or on wildstringsbyeleanor@outlook.com and we will either refund the cost of your garment or fix it up and send it back to you, free of charge, depending on your preference.




How do I return a purchase?


If your order does fit the return criteria, just package up your order (or the bit of it that you want to return) and send it back to us.

If your order is faulty please let us know your postage costs and we will refund this to you!

For full returns instructions please fill in the Contact page or email wildstringsbyeleanor@outlook.com.





Payments

Is my payment secure?


Wix is certified Payment Card Industry Data Security Standard (PCI DSS) compliant. As a result, any payments through Wild Strings' online store are automatically PCI compliant, which ensures your peace of mind when shopping with us.




What are your accepted payment methods?


Wild Strings accepts all major debit and credit cards. We also take payments via PayPal. Both are an option at checkout.




How do I get a refund?


If you have returned an item to us we will send you an email when we receive your return and you will be refunded within 5 - 10 working days of us reciving the product. Refunds will be sent via the original payment method.





About Us

Do you have a physical shop?


No, Wild Strings operates largely as an online shop, but sign up to the newsletter or follow our social media accounts to keep updated on any fairs or pop-ups we attend.




What is your environmental policy?


Wild Strings strives to be an eco-conscious, environmentally friendly business and have a variety of policies to achieve this, from getting the most out of second-hand materials, to using Salvage T-Shirts and recyclable packaging. If you would like to read more about our environmental policies, head over to the Our Purpose page.




Where can I find sizing information?


Check out our size guide to get info about our sizing. Wild Strings takes fit very seriously, so, if you want, you can add custom measurements to your order via the order notes - or just pop us an email!





CONTACT

Phone: 07565 325472
Email: wildstringsbyeleanor@outlook.com

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