Policies
Return Policy
Return Policy
If you would like to receive a refund or store credit, here is the criteria that needs to be met:
– Merchandise must be unworn and in same condition in which it was received
– The return must be sent to us within 10 days of your receiving (based on tracking info) your package to receive a cash refund.
– The return must be sent to us within 6 weeks of your receiving (based on tracking info) your package to receive store credit. Returns will not be accepted after 6 weeks from date of customer receipt.
– The buyer is responsible for the shipping costs of the return
– The item(s) to be returned must have been purchased online at wrapunzel.com. Items purchased in person at a Wrapunzel Boutique cannot be returned via the wrapunzel.com returns process.
– If you are returning a kit, all pieces of the kit must be returned.
– If you are returning a Layering Top (shell), it must be unworn and in the original packaging. Unfortunately, we cannot accept returns for Layering Tops that have been tried on. Sorry about any inconvenience!
– Email [email protected] when you have shipped your return so we know to look out for it!
Please note that any items received as part of the Scarf of the Month Subscription are NOT eligible for return, nor are Membership Rewards Items (Free No-Slip Headband or Free Shaper of your Choice).
We generally process returns within a week of our receiving them, although unusual situations (holidays, high-volume sales, etc.) may cause a longer processing time. Please feel free to email us if you have any concerns about your return package.
Return Procedure
The return address is:
Wrapunzel Returns
1133 Greenwood Rd. Unit F
Baltimore, MD 21208
(Local pick-up customers – please return your items to 1133 Greenwood Rd., Unit F, Baltimore, MD 21208 M-Th 9am-4pm or F 9am-12pm. In the mailbox, or ring the doorbell for assistance. Kindly notify [email protected] of their return)
Please include the following in the package:
– Your merchandise, folded and packaged neatly
– Your receipt(s) with the item(s) you are returning highlighted and/or circled
– A note including your reason for returning (can be brief) and whether you would like to receive store credit or a refund
– Your full name, printed legibly
– If you would like store credit, it will be applied to your WrapWallet. If you do not have a WrapWallet, please include the best email address for us to contact you with your store credit coupon
– If you would like a refund, please include the email address that is associated with your order, as well as the name associated with your order. Please know that all refunds are made directly to the method of payment used to pay for your order.
*Please note: If you paid via PayPal, your Paypal email address may be different from the one that you use primarily to contact us, and we need to have your Paypal email address associated with your order in order to process your refund.
Damaged Items
Damaged Items Policy
At Wrapunzel, we provide the best product quality control possible, but sometimes damages or other issues (such as foul odors) get past us. Ultimately, we prefer that our customers open and examine their orders immediately upon delivery.
If time gets away from you, we ask that you provide us with Damaged Items Claims within 2 weeks of your order being delivered. To file a Damaged Items Claim, kindly email us at [email protected] with clear, well-lighted photographs of the damage to your product(s).
After we have reviewed your Damaged Items Claim, we will notify you of the next steps. Most cases are resolved via a refund to the original payment method or via awarding of store credit (WrapWallet) for the product’s purchase price. In most cases, we will allow you to keep the damaged item free of charge and we hope that you will get good use out of it. In some cases, Wrapunzel will send you a return postage label to send a damaged product back to us.
*Please note: A common occurrence during transit is what is known as “thread shifting.” Thread shifting may create what looks like a hole in a scarf, but there are actually no broken threads. We ask that before you address thread shifting as a possible Damaged Item Claim, that you try to gently tug or massage the weave of the fabric back into place. If that doesn’t work, please be in touch with us with photos and we’ll discuss things further.
Shipping Information
Shipping Insurance Policy
Wrapunzel, LLC shipping insurance covers all risks of physical loss or damage to the insured property from any external cause, including loading and unloading, fire, theft, and water damage, while in due course of transit from the point of origin from Wrapunzel HQ – 1133 Greenwood Rd, Suite F, Baltimore, Maryland, 21208 – to the final destination, subject to exclusions listed herein.
That’s right – when you purchase Wrapunzel shipping insurance, we will ensure that you receive your package, even if it is lost or stolen, or arrives in damaged condition due to water or fire (with some exclusions – *see below). In response to claims filed via our claims email – [email protected], Wrapunzel will either send a duplicate package (stock availability may vary) or issue a refund for your order. If sent a duplicate package, you agree that should you locate or receive your original shipment later, you send it back “Return to Sender.”
*Wrapunzel will not insure packages that are delivered to an incorrect address in cases where it is found that the address was entered incorrectly at the time of order. In addition, we will not insure International packages that did not arrive at their destinations due to USPS Service Interruptions listed here: https://about.usps.com/newsroom/service-alerts/international/welcome.htm
Claims for USA domestic orders must be filed at [email protected] within 20 days of order placement, or, for international orders, within 60 days of order placement. Claims must be accompanied by supporting evidence (Original order notification email copy, USPS tracking or photographs of damaged package) where appropriate. Please know that Wrapunzel will respond to your filing of a claim as soon as we receive your email. Wrapunzel is closed on Saturdays and Sundays and on all Jewish holidays.
Please select the coverage bracket that best reflects your total expenses, including shipping costs, which will need to be covered when sending a duplicate package.
Wrapunzel Shipping Insurance Fees:
$2.00 up to $100.00 of coverage
$4.00 for up to $200.00 of coverage
For orders over $200.00, $1.00 additional for each additional $100.00 of merchandise/shipping purchased (capping at $7.00 total for orders of $500.00 or more)
Damaged Items Policy
Please note, especially with international orders, that once your package leaves our hands, the postal courier (USPS within the US and the national postal service in the destination country for international orders) is responsible for transporting it. From Wrapunzel HQ we can’t control the progress of your package, other than helping you to check with the courier. You will receive a tracking number with your order to watch your package’s progress. It may take up to 12 hours after shipping for USPS to scan the package into their tracking system, so don’t worry if there is no information available immediately after your order is shipped. Please note that 99% of the time, when a package is delayed, it does get to you eventually! We have no idea why customs will stop some packages and let others through quickly, but when this does happen, patience is key!
Domestic Shipping
We offer free domestic shipping (within the USA) for orders over $59 after sale and coupon discounts are taken.
Shipping is calculated by the weight of your package. We charge a $2.00 handling fee.
During the ordering process you will have the option of choosing regular or expedited shipping options offered by USPS. If you make two orders within the same day, shipping and handling will be charged for each order, since they are handled separately.
It is the customer’s responsibility to confirm their shipping address and items ordered at the time of ordering. Kindly email us at [email protected] with any change requests after you’ve reviewed your Order Confirmation. While we can sometimes omit or add items to your order or change a shipping address, timing may or may not permit. We are only able to do this on a case-to-case basis.
If your package is returned to Wrapunzel for USPS’ inability to deliver, the customer must pay for the second round of shipping, since the first round will already have been used.
We currently offer Wrapunzel Shipping Insurance on our Domestic shipments.
Wrapunzel Shipping Insurance Fees:
$2.00 up to $100.00 of coverage
$4.00 for up to $200.00 of coverage
For orders over $200.00, $1.00 additional for each additional $100.00 of merchandise/shipping purchased (capping at $7.00 total for orders of $500.00 or more)
Selecting Wrapunzel Shipping Insurance during the checkout process will provide you with either a replacement package or refund if your package is deemed lost of stolen. If shipping insurance is not selected, then we cannot be responsible for lost or stolen packages.
International Shipping
Before placing your order, kindly review the list of International Service Disruptions, updated regularly by the United States Postal Service, and please make sure to enter your correct Country Code. Listing a phone number is very helpful in ensuring your package gets to you. Shipping is calculated by the weight of your package. We charge a $2.00 handling fee.
During the ordering process, you will have the option of choosing regular or expedited shipping options offered by USPS. If you make two orders within the same day, shipping and handling will be charged for each order, since they are handled separately.
It is the customer’s responsibility to confirm their shipping address and items ordered at the time of ordering. Kindly email us at [email protected] with any change requests after you’ve reviewed your Order Confirmation. While we can sometimes omit or add items to your order or change a shipping address, timing may or may not permit. We are only able to do this on a case-to-case basis.
If your package is returned to Wrapunzel for USPS’ inability to deliver, the customer must pay for the second round of shipping, since the first round will already have been used.
Duties, VAT Taxes, and any other extra charges are the customer’s responsibility.
We currently offer Route Shipping Insurance on our Domestic and International shipments. Route sets their own rates, starting at $1.55 for all orders of $100.00 or below. Selecting Route during the checkout process will provide you with either a replacement package or refund if your package goes missing. If shipping insurance is not selected, then we cannot be responsible for lost/missing packages.
Local Pick Up
Wrapunzel offers Local Pickup at our Baltimore Headquarters (our fulfillment center and offices, but not a storefront) for a handling fee of $2.00.
If you enter a Maryland zipcode while ordering, you will automatically be offered Local Pickup service as one of your shipping options.
You will receive a shipping confirmation by email when your order is ready to be picked up. Most local pickup orders are ready within hours of placing your order online.
The address for Local Pickup is:
1133 Greenwood Road, Unit F
Baltimore, MD 21208 (the last door around the left side of the building)
Local Pickup Hours: M-Th 9-4, F 9-12
Your order will be hanging by the office door. Please feel free to enter the office, or ring the doorbell for assistance.
Time Frame
“How long will it take for my order to get here?” This is one of our most asked questions!
At Wrapunzel, we are known for our extremely fast shipping. We aim to have all orders shipped out within 24 hours of receiving them, and this usually results in your getting your package super duper fast! Within the US, it is usually takes about 2-4 days for your order to get to you.
Please note that we do not ship on Saturdays (Shabbat) or Jewish holidays. Therefore, if you make an order later in the day on Friday, it will be shipped out on Monday. We also do not ship on days that the post office is closed, such as Sundays, national holidays, or weather related closures. We make sure that your package gets shipped out as soon as possible, but once your package leaves our hands it us up to the magical post people to get it to you!
Accountability
We are 100% responsible for making sure that the contents of your package are exactly what you ordered! If there are any discrepancies, damages, or missing items, please email us right away ([email protected]) and we will make it right either by sending you replacements asap or giving you store credit.
Color Disclaimer:
We try our best at Wrapunzel to take careful photographs of our products that demonstrate their appearance accurately. However, since every computer/tablet/smartphone screen is calibrated differently, and different types of lighting can affect color appearance, representing an item onscreen exactly the way it appears in real life is challenging, if not impossible! If you receive an item that appears differently from what you had in mind after viewing it online, please feel free to send it back to us as a return (see Return Policy, above). We always appreciate feedback via email as well, if you feel there is a product photo in serious need of updating!
Shipping Accountability:
If there are any issues with getting your package, please do not hesitate to contact us right away at [email protected] . If there are any mistakes or delays, we do our best to work with you and make it right! Please note that a Shipping and Handling charge of $2.00 is added to each order.
Sales and Promotions:
Sale pricing and other offers will only be honored on orders placed during designated sale times.