Shipping and Returns
DELIVERY TIME MAY BE LONGER THAN NORMAL DUE TO THE PANDEMIC.
We ship domestic retail orders 3-4 business days/ pre-orders up to 14 business days (not including weekend and public holidays) after an order is placed. We primarily ship through S.F. Express or H.K Post. After leaving our studio, they typically delivers in 1–2 business days. You will receive an email notification from us that contains tracking information once your order has been shipped. Please let us know if you'd like your order expedited and we will try our best to do so!
* Delivery time may be longer than normal due to the pandemic.
We send most international packages via H.K. Post. Shipping times vary depending on location, time of year and local postal service. On average, orders should arrive in 2-4 weeks.
International packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any duties and fees. International packages may be delayed by customs. Unfortunately, Wood Polar have no control over these circumstances.
Note, it is not possible to cover every cost scenario for international shipping. We reserve the right to refuse to ship at the price shown on the system if it is uneconomic or there is an error. If you suspect an error please contact us and we will resolve it.
SELF PICK-UP SERVICE (Cancelled from 2023)
An order must be picked up within 30 days after receipt of the pick-up notification; any unclaimed order will be cancelled and discarded without further notice.
REFUNDS + EXCHANGES
You may return full-priced items in its original condition for a refund via store credit within 7 days from delivery.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Wood Polar is not responsible for items not received due to shipping issues while in transit.
Exceptions / non-returnable items
Most of our products are handmade and natural so they tend to have variations from batch to batch. We are carefully inspected before they are shipped. Due to the nature of our products, used soaps, skincare items and candles cannot be returned or refunded. Sale Items and gift card cannot be refunded or exchanged.
When returning items to us, you are responsible for the cost of the return. It is also your responsibility to ensure the goods reach our premises as we cannot be responsible until they reach us.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return/ exchange email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You must return or exchange your item within 30 days after contacting us. Any item is returned to us in an unsuitable condition or outside of the 30 day return policy, we reserve the right not to refund or exchange to you.
Please contact us at email@example.com for further details.