SHIPPING AND MANUFACTURING UPDATE:
**Shipping mid-December. Please allow extra time due to holiday and covid related shipping delays.
CONTACT US:
HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?
For customer service inquiries only, please email [email protected].
I EMAILED YOUR CUSTOMER SERVICE TEAM. WHEN SHOULD I EXPECT A RESPONSE?
We aim to respond to all e-mails within 48 hours. Please note that this timeframe may be extended during and immediately after launches.
WHERE CAN I BUY YOUR PRODUCTS?
Currently all products are only available via our online stores msilove.com and waxnwane.com or exclusive sales via our instagram accounts @msilove or @6lifford. Be on the lookout for select pop up shops.
WHERE ARE YOU BASED?
We are located and founded in Baltimore, Maryland; however we are connected to multiple dropshipping manufacturers, so no physical inventory is held except for events. Press and Collaborative Inquiries, please contact our team at [email protected].
EXCHANGES/RETURNS:
WHAT IS YOUR EXCHANGE/RETURN POLICY?
We accept stuff in new condition with original tags and plastic wrap seal intact, for a full refund within 10 days of the order shipping date. You are responsible for covering your shipping fee for returns within the U.S.
You have 10 days from the delivery date to have your return dropped off at a mailing facility. Your refund will be credited to the original form of payment used to make the purchase. Please note that items marked 'Final Sale' are non-returnable. We monitor returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone. E-products such as digital journals, ebooks, or organizers are non-refundable as well, seeing as these products are direct downloads.
International orders are eligible for return only. If you’d like to exchange your item, please send it back to place a new order. At this time, we are unable to offer free returns for international orders.
The following items are not eligible for refund or exchange:
All items marked ‘Final Sale’
E-products ie. Digital Journals, Ebooks, Business Services, etc.
Intimate apparel including Underwear, Socks, and Hats.
Damaged, washed, worn or altered items, including items returned with deodorant, makeup, smoke, perfume, and/or stains are not eligible for exchange.
WHEN WILL I GET MY REFUND?
Once we receive your return, please allow up to 7 business days to be processed at our factory and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund, so you know it’s on the way.
DO YOU REFUND SHIPPING FEES?
Shipping fees will be refunded if the order has been canceled before your shipping label is created. If a product arrives defective or incorrect, return postage will be covered.
ABOUT MY ORDER:
CAN I MAKE ADJUSTMENTS TO MY ORDER AFTER IT HAS BEEN PLACED?
Sorry, we are unable to make modifications to orders after purchase. If adjustments would be needed, email us ASAP at [email protected] for any changes regarding size, color, style, shipping address, or order cancellation. Unfortunately, we can’t add items to your order after it’s already been placed as well.
WHAT IF I NEED TO CANCEL MY ORDER?
If you need to cancel your order, please contact us at [email protected] ASAP. We can only cancel an order if it has not been processed through our shipping center.
HOW CAN I EDIT MY SHIPPING ADDRESS?
Edits of shipping addresses for small spelling and grammatical errors are allowed however we cannot change the address completely after purchase for safety reasons. We could cancel your order if you entered the wrong address; just contact us at [email protected]. Unfortunately, if a customer enters the address incorrectly and the package is returned to us, we will need to charge the customer for re-shipping the item.
Please double check your address before placing your order.
**Temporary COVID-19 update - For the health and safety of our team, we only have a small and minimal team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.
WHAT’S THE STATUS OF MY ORDER?
Once you’ve received your shipping confirmation email, you can click on 'Track It' and see your delivery status. It may take 24 hours for tracking updates to appear.
If you have any questions about the status of your order, please reach out to at [email protected].
**Temporary COVID-19 update - For our team’s health and safety, we only have a small and minimal team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.
I HAVE NOT RECEIVED MY ORDER CONFIRMATION; WHAT SHOULD I DO?
Order confirmations can sometimes take up to 2 hours to receive due to high demand. If you have not received your order confirmation e-mail after 24 hours, please contact us at [email protected] with your inquiry.
WHERE DO I ENTER MY PROMO CODE?
Enter your promo code at checkout before you enter your credit card info.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, and Discover cards. You can also choose to pay with PayPal or Stripe.
I AM AN INTERNATIONAL CUSTOMER (OUTSIDE USA). DO I HAVE TO PAY CUSTOMS, AS WELL AS, TAXES?
Items shipped outside of the United States may be subject to import duties, taxes, and charges which are not included in the total cost of your order, nor will they be covered or reimbursed by The Waxn’wane Group, LLC. The customer is responsible for any customs charges due on delivery of the product. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country, or air and ground transportation strikes or delays once the package has exited the United States. Please check with your country’s customs office to determine what these additional costs will be before placing your order.
SIZE & FIT
HOW DO I KNOW WHICH SIZE WILL FIT ME BEST?
Our size guides serve as a general guideline for helping you find your size in Reference. It is important to read the product’s description and model measurements to get an accurate idea of how the product may fit. Most products have a clear description of how the item may fit, but should you have any questions feel free to contact us via the contact page. Because we are in collaboration with a dropshipping manufacturer sizes may vary depending on style.
AFTER CARE INSTRUCTIONS FOR CLOTHING:
Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners.
Tumble dry low or hang-dry for longest life.
Cool iron inside-out if necessary. Do not iron decoration.
Do not dry clean.
SHIPPING
WHEN WILL MY ORDER ARRIVE?
Domestic orders typically arrive 7-10 business days after your order is processed. Processing typically takes 1-2 business days. For international orders, please allow up to 10-14 business days for your package to arrive.
**Temporary COVID-19 update - For the health and safety of our team, we only have a small and minimal team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing.
DO YOU SHIP INTERNATIONALLY?
Yes, we offer standard and express shipping options to most countries..
LOST OR STOLEN PACKAGES
Please make sure to send your packages to a secure address. Once your package is in the hands of a shipping carrier (USPS), it becomes the shipping carrier’s responsibility. If your package is lost or stolen in the delivery process or once it is delivered, please file a report with your shipping carrier. No replacement or refund will be issued for lost packages.
DOMESTIC RATES (USA)
STANDARD (3 to 5 business days): $8.95 and up based on weight.
PRIORITY (2 to 3 business days): $11.95 and up based on weight
EXPRESS (1 to 2 business days): Calculated by the carrier.
INTERNATIONAL RATES
Rates are calculated by the carrier based on destination and weight. The customer is responsible for all customs and duty charges.
