FAQs

CATEGORIES

PAYMENT
ORDERS & PURCHASES
SHIPPING
RETURNS
EXCHANGES
WARRANTY & REPAIRS
PRODUCT CARE
PRICING & PROMOTIONS

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PAYMENT

What types of payments do you accept?

We accept the following methods of payments:

• Visa
• Mastercard
• American Express
• Paypal
• Apple Pay
• Shopify Pay
• Google Pay

    When am I charged for my order?

    As soon as you have placed an order with us you will receive a confirmation that your credit card was charged. Once payment is approved your order will be processed to ship.


    Do I have to pay taxes on my purchase(s)?

    Taxes are calculated upon checkout and are dependent on your location. Purchases made in Canada will have the 5% GST sales tax and other accompanying provincial taxes if applicable. Click here for more detailed information.


    Please note that our prices DO NOT include customs and duty fees. 

     

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    ORDERS & PURCHASES

    Where can I purchase Wully Outerwear products?

    Our products can be purchased on our website or at our stockists. We cannot guarantee availability at our stockists, so please ensure you call ahead about the product you’re interested in.


    How do I change or cancel my order?

    Please e-mail us at support@wullyouterwear.com immediately if you would like to cancel your order. We cannot guarantee we can change your order in time before it is shipped out.


    How do I track my order?

    Once payment has cleared and the order is sent out, you should receive an e-mail with your tracking information.

    What does it mean to pre-order?

    You would be first in line to receive the item once manufacturing is complete!


    What if I want to gift your jacket to someone?

    Please indicate in the Special Instructions box upon check out that the order is a gift, and include a special message if you’d like–we’ll make sure your message is included in the box. Just remember to fill in YOUR information as the billing address, and THE RECEIVER’S info as the shipping address if you want the order sent directly to them.

     

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    SHIPPING

    Do you ship in Canada?

    Of course!


    Do you ship outside of Canada?

    Yes! We ship worldwide.


    How much do I pay for shipping? Do you offer express shipping?

    For our Canadian & American friends, we offer FREE standard shipping and $35 CAD express shipping. For our international friends, we offer $50 CAD standard shipping and $100 CAD express shipping.

     

    When will my order be shipped?

    All orders are shipped on business days between 9:00am to 5:00pm EST in our branded boxes or soft pouch slips. All in-stock orders are shipped out within 1 to 2 business days (excluding holiday periods). Items on pre-order or back-order will ship upon completion in manufacturing.

     

    How long will it take to get to me?

    Shipping times vary depending on location and the shipping method selected at the time of purchase.

     

    Can I have my order shipped to a different address from my shipping address?

    Yes, just make sure to fill in your preferred address under shipping address.


    Do you ship to PO boxes or forwarding agents?

    We do not ship to PO boxes or landing companies as our packages require a signature from the recipient.

     

    How does it work with duties and customs?

    Any duties and customs will be at the sole responsibility of the customer. Please familiarize yourself with your local customs before purchasing, as we are not responsible for these fees.

     

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    RETURNS

    What is your return policy?

    Full-priced purchases must be returned within 10 days of receiving your order. Click for more information on our return policy.


    Can I return Wully items purchased from a retailer?

    No, we only accept returns purchased directly from our online webshop.


    Can sale items be returned?

    Any merchandise bought online with a discount code is not eligible for a refund. Only exchange or store credit will be applicable.


    What do I do if I received damaged merchandise?

    We repair any manufacturing-related damage or replace the product if a repair is not possible. If your Wully jacket requires a manufacturing related repair, please email support@wullyouterwear.com to start your request. Click to read more about our Wully Warranty.


    Where can I find my return label to ship back my item?

    Please email support@wullyouterwear.com. After speaking with our Customer Care team, you will be emailed your return label. You must ensure that your package is in the mail within 48 hours of receiving the label.


    How long does it take to receive a refund?

    Once your return is received and inspected, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please allow 7 business days upon receipt of your returned goods for your request to be processed. Posted transactions vary on the financial provider.

     

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    EXCHANGES

    How do I process an exchange?

    If you are in need of an exchange, please contact our Customer Care Team at support@wullyouterwear.com within 10 days of receiving your order. Click to read more about our exchange policy.


    What do I do if I received the incorrect item?

    We offer free exchanges, including being sent the wrong item. Please contact our Customer Care Team at support@wullyouterwear.com to begin your exchange request. Click to read more about our exchange policy.


    What do I do if the item I wish to exchange for is sold out?

    We can offer you a different colour in the same size, or put you on a priority list for the next manufacturing fulfillment.

     

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    WARRANTY & REPAIRS

    How can I request a repair in North America?

    If you find your jacket is in need of repair due to a manufacturing defect, you may be covered under our Wully Warranty. Please read through the details on our warranty page by clicking here.


    What do I do if I need a repair and I am located outside of North America?

    Please contact our Customer Care team at support@wullyouterwear.com for further assistance.


    I have a repair that’s not manufacturing related. Can Wully still take care of it?

    We may be able to repair your jacket at a cost. Please see our Wully Warranty for more information.

     

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    MANUFACTURING

    Where are Wully jackets manufactured?

    All of our jackets are made with love in Canada.

     

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    PRODUCT & SIZING

    How can I determine my size?

    Click to view our size charts. Contact us directly via support@wullyouterwear.com for further sizing questions, or to schedule an appointment to visit our showroom and try on jackets.


    Can you custom make a jacket?

    We do not manufacture custom jackets. If you are interested in collaborating, please e-mail us at wholesale@wullyouterwear.com.


    I saw something online or on your social media channel that I can no longer find. What happened?

    The jacket may have been a sample or an older style which we do not carry anymore. Nonetheless, feel free to reach out to us with the style and size you need in case there’s one left in stock. :)  

     

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    PRODUCT CARE

    How do I wash and care for my jacket?

    We recommend taking it to the professionals and having it dry cleaned at the end of the season.

     

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    PRICING & PROMOTIONS

    Do you offer price adjustments?

    A one-time price adjustment is possible within 10 days of purchase. Wully does not offer retroactive price adjustments.


    Do you offer any price matches with other websites, retailers, and/or consumer shows?

    As Wully operates separately from our retail partners, we do not offer price matching in this instance.


    Is the trade-up program still running?

    This program is no longer running. Thank you to everyone who participated! :)

     

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    Don’t see your question here? E-mail us at support@wullyouterwear.com.

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