Policies
Return Policy
Return Policy
At Wrapunzel, we work with small quantities as an online boutique. As a result of this, we are unable to do exchanges because of the difficulties it would cause with inventory. Instead, we do direct refunds as well as store credit. In order to facilitate this process, this is what needs to be done from your end!
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.
– 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
Shipping Information
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 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.
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.
LOST OR STOLEN PACKAGES (Domestic & International)
-With Priority or Priority Express Shipping, should you consider your shipment lost or stolen, we require that you take the following steps before Wrapunzel sends a duplicate package:
1. File a Missing Mail Claim with the USPS (find out how here)
2. Write Wrapunzel Customer Service at [email protected], furnishing your original tracking number and proof of purchase, and attach photo of your USPS claim form
– If sent a duplicate package, you agree that should you locate or receive your original shipment later, you send it back “Return to Sender.”
– Unfortunately, should you choose “Free” OR First Class Shipping, should your shipment, after investigation, be found to be lost or stolen, we are unable to send a duplicate package.
– When a customer chooses “Free Shipping” and a package ships via USPS Priority Mail due to its weight and USPS regulations, we will not be responsible for filing a claim or sending a duplicate package.