Frequently Asked Questions
All order inquiries should be made to :
Please do not DM or leave comments on the Instagram Page.
Direct Messages will have a slower response rate due to high volume of DMs, it is easy for your DM to get lost and buried below all other messages.
How soon will I get a response?
Email response time is 24-48 business hours. (this excludes weekends).
Is there a number I can contact?
At this time, we do not have a phone line you may contact. However, it is coming soon. The best way to reach us is via email.How do I cancel my order?
There are no order cancellations. Please be sure you want to place your order before ordering.
How do I get a refund?
No refunds are issued unless there was a mistake on our part during the fullfillment process for your order.
Is it too late to exchange an item?
Exchanges have a 7 business day window from the date you received your item. The date you received your item is the day the tracking number shows as Delivered to your residence. For example, if you receive your item on the 1st of the month, you have until the 8th to reach out to us for an exchange. The item must be sent back before the 7 day window expires. Any items sent back to us after the 7 day window will be sent back to you. Please keep in mind any orders placed during any of our “major sales” are not eligible for store credit or exchange.
Will I receive a prepaid shipping label?
We do not provide shipping labels for returns or exchanges.
How should I ship my item?
When returning an item, we recommend using USPS Flat Rate Shipping or First Class Package as it is the most affordable shipping option and comes with a tracking number.
I received the wrong item and need to send it back, am I still responsible for return shipping?
No, if the mistake was made on our part, we will cover the shipping costs for the return.
Where do I send my exchange to?
Exchanges should be made sent to: 111 chabanel ouest , suite 437 , Montreal Canada , H2N 1C8. Please be advised that if you send back an item after it has been worn and or stained, we can not offer store credit and will ship it back to you at your cost. There will be a new cost to re-ship it back to you. If you do not want it back, we dispose of it and no refund will be issued. Please make sure items are in new/unworn condition before sending in for an exchange.
What should I include in the package?
Please include the name and order number associated with the order as well as any special notes.
Is my item eligible for an exchange?
Due to hygiene and resale purposes, the following items are FINAL SALE and are not eligible for exchange:
swimwear, bodysuits, intimate apparel, accessories, footwear and sale items. Items purchased during big sales or Giveaways
Does my store credit expire?
Store credit does not expire, and can be entered in the discount code box at checkout.
How long will it take to receive my order?
Once shipped most domestic orders take anywhere from 3-5 business days in Canada , 1-2 week for the United state and 2-3 weeks for the rest of the world to arrive depending on the efficiency of your local postal service. Please allow a 1-2 day processing time added to each order before it is shipped out. Please note, we are not responsible for any lost or stolen packages! If you believe your package may have been lost or stolen, please contact your local post office for further investigation.
My package shows it was delivered but I did not receive it. What now?
Double check to make sure your address was entered correctly. Check with your neighbours or anyone in your household who may have received your package. Finally, if all else fails, contact your local post office for further investigation. However, once a package is marked as Delivered it is out of our hands. We apologize.
Where can I find my tracking number?
Tracking numbers are sent via email. If you do not see it, you may need to check your spam folder.
My package was returned, what do I do now?
If your package was returned to our PO Box, it may be due to one of the following reasons: Invalid or incomplete shipping address. You will receive an email from us letting you know that your package was returned to us.
How can I get my order back? If you would still like to receive your order, we will need a new and valid address from you, then we will send you a Shipping Invoice via email.
How much will it cost to re-ship my order?
$7.00 for Canada and $20.00 for the rest of the wold
This fee is to cover the cost of re-shipment due to incomplete address or refusal on the customer's part.
Please note, we do not have control over the Postal Office returning packages.
What if I do not want to pay the re-shipment fee?
In that case, your order will be cancelled and a refund will be issued to your account. Refunds take anywhere from 5-7 business days to settle. If 7 business days have passed and you still have not received your refund, you may need to contact your bank.
If we receive no response from you, the customer within 5 business days, a refund will be automatically issued to your card and the items will be restocked.
I received an email saying that my order was flagged as medium/high risk. What happens now?
Any orders that come in as medium or high risk fraudulent will be automatically canceled and a refund will be issued to the card holder's account.
This is done to ensure the cardholder and merchant's safety and to minimize the chance of bank charge backs from cardholders who have been victim of fraud.
Why is my order showing as Medium or High Risk?
Your order may be Medium or High risk if it meets any of the following criteria below:
- Multiple failed payment attempts were made to place the order (raises concern of stolen cards being used)
- CVV is incorrect
- IP Address where order was placed is nowhere near the ultimate shipping destination (example, order placed from China but being shipped to UK, this is cause for concern and raises red flag of possible credit card fraud).
- Billing and Shipping Address are not an exact match
What can I do to make sure my order does not fall into Medium/High risk?
When you place an order, make sure it does not meet any of the criteria above that may make it susceptible to fraud.
Make sure billing and shipping addresses match and that location of order is in the vicinity of final shipping destination.
Yes, we ship Worldwide. Shipping Rates range from $27 and up depending on the weight and destination of your package. You may check your shipping rate on the checkout page. Please allow 1-3 weeks depending of your location to receive your order.
To ensure that your package gets to you safely, we only offer CANADA POST. Please be sure you are home to sign for the package. DHL will attempt to deliver a package more than once but eventually it will be sent back to us if you are not available to sign. There will then be a new charge to re-ship it back to you.
We are not responsible for any "lost" or "stolen" packages through the post.
When my order was delivered I was charged a customs fee, why?
Custom fees are charged by your country and are not the responsibility of Wdmrck Exclusive . Each country has different customs regulations. For more information please contact your local customs department before ordering.
What if I don't pay the fee?
The carrier will send the order back to us if you refuse to pay the customs fees.