FAQ
How do I contact you?
Our customer services team can be contacted via email anytime at thewaxseal@gmail.com,
Alternatively, fill out the form on our 'Contact Us' page here.
If we are not in the office when you email, we will aim to get back to you within 1 business day. If we're particularly busy, please allow between 3-5 days for us to respond.
How do I place an order?
Simply add your desired to the cart, proceed to checkout and pay with your credit/debit card or through PayPal.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, Apple Pay and also PayPal.
How secure is my payment information?
We use Shopify Payments or PayPal (depending on what you choose at checkout) to process our payments. This means that we never store any of your credit card payments. Stripe allows us to take card payments directly.
PayPal is the world's largest and most popular secure payment provider. You do not need to have a Paypal account in order to make a purchase. Paypal acts as the secure payment gateway for your Credit Card/Debit Card details so they are kept safe during the process.
You can also pay securely using a credit card or debit card via our Stripe Payment Gateway. No account set up is necessary and all card information is secured completely.
Our website uses industry standard SSL (Secure Socket Layer) protocol which is geek talk for "your information is encrypted" so you can rest assured your info is safe.
Do you ship internationally?
We currently ship to United Kingdom, USA, Canada, Mexico, Europe, Australia and New Zealand only.
How long will it take to receive my order?
Our products are sourced from exclusive locations around the world. This helps to keep our pricing as low as possible which means we can pass those savings onto you, our customer. Please allow 2-3 weeks for delivery after dispatch.
In our experience, items are arriving within 11 days in the UK and 8-9 days in the USA after being dispatched.
What happens if a product is out of stock?
If the product you want is out of stock, it won't be available for purchase online. We aim to get the product back in stock as soon as possible.
Can I add a new item to an existing order?
Unfortunately once your order has been confirmed via email you cannot add a new item to your order. Go ahead and place a new order.
Do you have a minimum order requirement?
Our minimum order requirement is one unit of any product.
Can I place orders by phone or email?
Sorry, you can only place orders through the website. If you're having trouble accessing our site, please try a different web browser or use a friend's device instead.
Will I need to pay customs duty on my order?
Each country has different rules, so we would advise that you contact your respective authority to find out more about the costs in your country. Our shipping costs do not include any customs or import duties.
Is gift packaging available?
Sorry, we do not offer gift packaging but if you have a special request, you can email us at thewaxseal@gmail.com and we will do our best to accommodate your request.
Can I purchase a gift card online as a gift?
We do not offer gift cards at the moment however we have plans to introduce this feature soon.
Why doesn't my product look exactly like it did in the pictures?
Each of our products tells its own story. As we use natural materials, differences in the grain and colour are an inherent feature.
Also, the photos you see are displayed differently depending on the screen settings on your device.
If the products do not meet my expectations, how can I return or exchange my order?
Please see our returns policy.
Do The Wax Seal offer custom products?
We will do soon!