FAQ
Everything you need to know about ordering, shipping and returns at Violet Wallace. If you can't find your answer here, email us at info@violetwallace.com and we'll get back to you within 24–48 business hours.
Orders
How do I know my order went through?
You'll receive a confirmation email as soon as your order is placed. If it hasn't arrived within a few minutes, check your spam folder before contacting us.
Can I change or cancel my order?
Orders are processed quickly and automatically, so we can't guarantee a cancellation. If your order hasn't been processed yet, email us straight away at info@violetwallace.com and we'll do our best to stop it. Once an order has shipped it can't be cancelled — you'll need to wait for delivery and start a return.
Can I change my shipping address?
Only before the order is processed. Contact us as soon as possible; no changes can be made once processing is complete.
What sizes do you carry?
Our pieces run from XS to XL. Most styles are designed with a relaxed or oversized fit — check the individual product page for details on the cut before choosing your size.
Shipping
How much does shipping cost?
Standard shipping is free on every order, with no minimum purchase.
How long will my order take?
Processing takes 1–3 business days, Monday to Friday. After that, estimated transit time within the United States is 7–15 business days. We don't process or ship on weekends or U.S. federal holidays.
Delivery estimates aren't guaranteed — customs clearance, weather and carrier delays can occasionally add time.
Can I track my order?
Yes. We'll email you a tracking number as soon as your order ships. Allow 24–48 hours for the tracking information to become active.
Where do you ship from?
Orders are dispatched from our international fulfillment partners, which is why delivery times vary by destination.
Will I pay customs or duties?
Orders shipped within the United States aren't subject to import duties. For orders to Canada, any duties, taxes or customs fees are the responsibility of the recipient and aren't included in the purchase price.
Returns & refunds
What is your return window?
You have 30 days from the day you receive your order. Items must be unworn, unwashed and in their original condition, with all tags, components and packaging included.
How do I start a return?
Email info@violetwallace.com with your order number, the reason for the return, your full name and shipping address, and photographs if the item is damaged or defective. We'll reply with the correct return address and instructions.
Please don't send the parcel back to the sender address printed on the package — returns sent there can't be processed or refunded.
Who pays for return shipping?
Return shipping is the customer's responsibility, except when an item arrives defective, damaged or incorrect — in those cases we cover it.
When will I get my refund?
Refunds are processed within 7 business days of your return arriving at our facility and are issued to your original payment method. Depending on your bank, it can take a further 5–10 business days to appear on your statement.
Do you offer exchanges?
We don't process direct exchanges. If you'd like a different size or color, return the original item for a refund and place a new order.
My item arrived damaged. What do I do?
Report it within 7 days of delivery, with photographs, at info@violetwallace.com. We'll take care of it and cover the return shipping.
Is anything excluded from returns?
Intimate apparel, swimwear and earrings are final sale for hygiene reasons. We also can't accept items damaged through improper use or handling.
Discounts
How does the buy more, save more offer work?
Add 2 items for 10% off, 3 items for 15% off, or 4 or more for 20% off. The discount is applied automatically at checkout — no code needed. Only the highest tier you qualify for is applied.
Contact
How do I reach you?
Email info@violetwallace.com. Our support hours are Monday to Friday, 9:00 AM – 6:00 PM EST. We aim to respond within 24–48 business hours. Please include your order number so we can help you faster.
For the full terms, see our Shipping Policy and Refund & Return Policy.