Refund policy

Returns & Exchanges

Please note we DO NOT supply return labels for general returns/exchanges. 
You are responsible for return shipment costs and reshipment costs (when applicable) 
Our policy lasts 30 days. If 30 days have gone by since the original delivery date, unfortunately we can’t offer you a refund or exchange. 
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it.

Several types of goods are exempt from being returned. Apparel that has been washed or that show signs of wear cannot be returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items: 
Gift cards 
Downloadable software products (including digital music) 
Some health and personal care items 
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened. 
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 
Any item that is returned more than 30 days after delivery.

Refunds (if applicable) 
Please send the item back with a note stating that you would like a refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, usually within 10 business days.

You are responsible for shipping the item back to us and all costs associated with the return shipment. If you do not obtain a tracking number or insurance for your package we will not be able to confirm receipt and cannot be held responsible for any lost packages.

This process can take up to 10 business days depending on the volume of returns/exchanges.

Our shipping address is:

 

5SOS

3 Whitworth Road, Pin Green

Stevenage

SG1 4QS

 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at eucustomercare@wallflowermerch.com.

Shipping Refunds 
Shipping will only be refunded to domestic orders. Domestic orders are defined as orders placed from a US store and shipping within the United States -OR- placed from an EU store and shipping within the EU.

Digital Downloads (if applicable)

There is a €5.00 cancellation/return fee for any item that is purchased with a digital download. This fee will be deducted from the amount that is refunded. This is regardless whether the digital download link was opened or not.

Clearance items (if applicable) 
Only regular priced items may be refunded, unfortunately clearance items cannot be refunded.

Exchanges 
Please send the item back with a note stating what you would like to exchange it for. You must include the item chosen for exchange, size (if applicable), and the original order number. The item chosen for an exchange must be of equal or lesser value (the difference will be refunded). If you do not follow these directions, your exchange will NOT be processed and we will refund you for the returned item.

You are responsible for shipping the item back to us and all costs associated with the return shipment. If you do not obtain a tracking number or insurance for your package we will not be able to confirm receipt and cannot be held responsible for any lost packages. If there are any issues with your request (ie. the item requested is out of stock) we will contact you via email.

This process can take up to 10 business days depending on the volume of returns/exchanges.

Our shipping address is:

5SOS

3 Whitworth Road, Pin Green

Stevenage

SG1 4QS

Received Wrong/Defective Item 
If you received the wrong item or one with a defect, please contact us through 5soseu@wallflowermerch.com right away with information about the item you. Someone from our support team will be in touch with a few questions to work toward resolving this for you!

We will not replace or refund items after they have been washed. The care instructions on the inside of them item is usually a safe bet, but to really ensure that it lasts long and does not shrink, we recommend the following: 
- Wash inside-out in cold water 
- Use a gentle cycle of a washer or hand-wash 
- Air dry or use a lower heat setting of a dryer and remove while slightly damp to finish air drying

Gifts 
If the item was a gift, we will need the original order number, or at least the name and email used to purchase the item. Refunds can only be issued to the original card used in the purchase (we will send a refund to the gift giver and they will find out about your return.)

Gift Cards 
We can only issue refunds to the original card used in the purchase. Please let us know if you used a gift card and no longer have the card. We can issue you a store credit.

Returning Goods from Other Stores 
Please make sure that the item you are returning/exchanging is from one of our stores. We will try to contact you if we receive an item that was not purchased from us and send an invoice for postage to send it back to you. If we do not hear back within 10 business days, we will discard the item.

Questions? 
Contact us at 5soseu@wallflowermerch.com

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