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FAQ

FAQ

1. How long does it take to receive my order?
Orders typically process within 2-5 business days (Monday-Friday) and transit time is typically 2-7 days.
 
2. How do I return something?
Sailwind is happy to accept returns on all merchandise within 30 days of receipt.

NOTICE:

(1) shipping and handling fees are not refundable on returns.

(2) Unfortunately, without exception, Sailwind cannot accept returns on used or damaged merchandise. For additional information, please see our returns policy.
 
3. How do I use a coupon code?
Lucky you! To use your coupon code, add all of your glam goodies to your shopping cart and begin the checkout process. There will be a box to enter your code, then just click 'apply'. Please note that only one promotion code can be entered for a given order from Sailwind. Coupon code cannot be used on orders already placed.
 
4. How do I opt out of emails?
Why would you want to?! Our Sailwind fans receive all kinds of perks and special gifts. But if you must, just click the 'Unsubscribe' link at the bottom of any email.

 

5. I've received a damaged or defective item. What should I do?

We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.

Incase you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:

1) Your order number

2) Product name or SKU number/Product code(you can find this in your confirmation email)

3) Describe the damage/defects and provide clear photos

 

6. I received the wrong item. What should I do?

We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right!

Incase you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:

1) Your order number

2) Product name or SKU number of the item you were supposed to receive (you can find this in your confirmation email)

3) Describe the details and provide clear photos of the wrong item

 

7. What should I do if my package is missing an item?

If you've received a package with an item missing, it's most likely one of two things:

1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.

2) If you have not received your entire order by the expected delivery date, please contact us so that we can look into this for you as quickly as possible.

 

8. I got the wrong size! Can I exchange for a different size?

Yes! We're happy to help you exchange for the right size within 30 days of the delivery date.

1) Please contact us via livechat or email to request an exchange. We'll send you exchange instructions within 24 hours.

2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.

3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.

4) When we receive your package, we will process your refund as soon as possible.

* Note: We currently are unable to offer a free returns service, so return shipping must be made at your own cost.

 

9. Do you provide free return labels?

We currently are unable to offer a free returns service, so return shipping must be made at your own cost. To ensure a successful return, please return using a standard shipping service that provides tracking.

 

10. Where should I send my returns?

Once you submit your request for return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.

 

11. Can I return the item to your warehouse, office, or physical store?

We currently do not accept return methods other than our standard return procedure. Please follow our return process so we can help you out as quickly as possible.

 

12. I've sent out my return package. Now what?

Awesome! Once you've sent out your return package, please provide the proof of shipment and tracking number to us. Once we receive your returned package, we'll take care of the rest and process your refund as soon as possible.