-   CUSTOMER CARE   -

 

Our aim is to provide you with the highest level of service POSSIBLE.

 

SHIPPING

We offer Free Ground Shipping on all US orders (including Hawaii and Alaska).  We are unable to ship next day service at this time. Please note that a number of styles are occasionally made-to-order so this may add to the to the date of dispatch. However if you have any questions regarding shipping please contact studio@waldmann.co. 

Please note, if your order is above a certain value, you will not have the option to opt out of signature confirmation. This is required to insure the safe arrival of your purchase.

What if I want to order and ship something as a gift?

Please contact Customer Care at studio@waldmann.co before your purchase to discuss this with a member of our team.  We'll be happy to accommodate these requests individually when possible.

Do you ship internationally?

At this time we ship internationally to Canada, Mexico, and Hong Kong. International shipments are sent DDU (Delivery Duty Unpaid), with product prices displayed exclusive of any taxes and/or duties. Customers in these countries are responsible for all import duties, customs and local sales taxes required by the country to which they are shipping. Payment of these taxes and fees are required to release your oder from customs on arrival. As we are unable to advise what these amounts may be, we recommend that customers confirm their country's duties, customs and fees before making a purchase. 

For individuals outside of these countries who are interested in making a purchase, please contact Customer Care at studio@waldmann.co.

RETURN POLICY

For any refund or exchange, the item must be sent back to WALDMANN within 14 days to qualify. Items must be unused, unworn, unwashed, unaltered and undamaged, in the original condition sent and shipped within 14 days from the date of delivery for a full refund. Please try on garments with care, as they are often made out of delicate materials and must be returned in new, unused and undamaged condition. All labels and tags must be attached, and any original packaging, including any boxes, hangers, garment bags, and other signature packaging materials, must be included with the item as well in order for a refund to be issued. If you have any questions about our return, exchange or refund policy please contact studio@waldmann.co.

We want you to love your purchase, but sometimes returns happen. If you wish to return an item, contact Customer Care at studio@waldmann.co and we will email you back with instructions on what to do next. Once a refund request is approved, you will also receive a prepaid label to print via email. This return label is an optional service.  If used, we will deduct a $9.95 fee from the return balance once we receive your return.  You are welcome to use your own return method and carrier, but please note that in such case all return shipping charges must be prepaid by the customer.  We recommend using a traceable carrier, insured for the value of the return merchandise as we are not responsible for lost return packages.

To arrange a return, or if you have any questions about our return, exchange or refund policy, contact Customer Care at studio@waldmann.co.  

What if I want to exchange an item?

We are unable facilitate direct exchanges at this time. We are only able to process sale and refund transactions. However if you would like to see if an item is in stock to purchase in exchange for an item you wish to return, please contact us at studio@waldmann.co. Shipping is complimentary on exchange items sent to you, however customers outside the US are responsible for taxes and duties. International shipping charges cannot be refunded.

What if I miss the return window?

Items shipped after the 14 day return window has passed may be sent back to you. Items will be reviewed and considered at the sole discretion of WALDMANN. 

How do I return an item that arrived damaged?

We take great care in packing and shipping your garments. However if you receive an item that is damaged, please contact us at studio@waldmann.co as soon as possible and a member of our team will be happy to discuss available options. 

What if I have other customer care questions?

We would love to hear from you. Please contact Customer Care at studio@waldmann.co and a member of our team will be happy to get back to you.