FAQs
ACCOUNT
Q. I signed up to receive cwonder.com emails; do I also have an account?
A. No, when you sign up for emails, you are only registering for our newsletter. You will have to register for an account separately.
You can create an account from any page on cwonder.com or call 855-896-6337.
Q. Why would I want to sign up for a cwonder.com account?
A. You can save and share your wishlist, view your order history, you can print invoices and check out is quicker because your billing and shipping information is saved.
Q. I can’t access my account, what can I do?
A. Reset your password here. If you are not successful, you can contact our Care Concierge team to troubleshoot.
ORDERING
Q. How will I receive notifications about my order?
A. You will receive one confirmation email and one shipping confirmation email containing a link to your tracking once the order ships.
Additional order information may be conveyed via email or telephone.
Q. I made a mistake on my order or changed my mind, can I change my order?
A. Once an order is submitted, we’re unable to make changes to it. Changes include but are not limited to, size or color, additional items, removing items, and shipping method.
Q. I need to cancel my order, can I?
A. We have a very narrow window of time after your order is placed where we are able to cancel. If you need to cancel, please contact us immediately.
YOUR ORDERS
Q. How will I know my order was processed?
A. You will receive an order confirmation email after your order has been submitted. You should receive it no later than 24 hours after your order has been placed.
Q. How will I know my order has shipped?
A. You will receive a shipping confirmation email containing a link to track your order on the FedEx website.
Q. My order status is “Processing” what does that mean?
A. Your order has been received and transmitted to our warehouse. You order is either in “line” to be picked packed and shipped or in the processing of being picked packed and shipped.
Q. When will I get my order?
A. Orders take 1-2 business days to process and ship. Once your order has shipped, the timeframe depends on the method you’ve chosen and your shipping destination.
With processing + shipping time frame, your order should arrive between 2-8 business days.
Q. My order has been processing for more than 2 business days, what is going on?
A. If you placed your order during a promotional period arrival timeframes are extended to 4-10 business days.
If you think there is something wrong with your order, please call or email us; customercare@cwonder.com or 855-896-6337.
Q. I received my order but something is missing; something is damaged; or I received the wrong item, what can I do?
A. Firstly, we are terribly sorry! Secondly, please call or email us and a Care Concierge will resolve for you.
Q. Can I cancel my order?
A. Once you hit submit, we have a narrow window of time in which your order can be cancelled. Please contact a Care Concierge immediately to attempt to cancel it.
Q. I need to change the address, add something to or remove something from my order. How can I do this?
A. Once your order is submitted, we cannot make any modifications to the merchandise selections.
If you need to change the shipping address, please contact a Care Concierge immediately for assistance.
BULK ORDERS
Q. I would like to order several gifts for a large group, can I receive a discount?
A. Yes! Please contact our Group Gifting team for details; groupgifts@cwonder.com
SHIPPING
Q. If I place my order today, when will I receive it?
A. Estimated date of arrival depends on the shipping method selected. Please note the below cut-offs when considering a shipping method
- For ground shipping: Orders will ship out of the DC in 1-2 business days and arrive in 3-5. For sale periods, you can expect your order in 4-10 business days after the order is placed.
- For priority shipments (2nd day & Next Day Air):
- Orders placed Monday–Friday before 2pm ET (excluding holidays) will begin processing that day.
- Orders placed after 2pm ET on Monday–Thursday and Sunday will begin processing the next business day.
- Orders placed after 2pm ET on Friday or anytime Saturday will begin processing the following Monday
Q. What carrier do you use?
A. Previously we used UPS, as of 10/10/2012 we ship via FedEx.
Q. Can you ship to a PO Box or APO/FPO box?
A. Not currently, however we will introduce this option in the future.
Q. Can you ship internationally?
A. As this time we are only able to ship to the 48 contiguous states and Hawaii and Alaska. We hope to expand to U.S. territories, Puerto Rico and other countries in the future.
Q. How much does shipping cost?
A. Please see the below table for rates and estimated shipping times:
|
Location |
Ground |
Two-Day |
Next Day Air |
|
Contiguous 48 states |
$8.50 |
$20 |
$25 |
|
Alaska & Hawaii |
N/A |
$15 |
$25 |
|
Oversized shipments (City Bike) |
$100 |
N/A |
N/A |
PAYMENT
Q. What credit cards do you accept?
A. We accept all four major credit cards; American Express, Discover, MasterCard and Visa.
Q. Can I use more than one credit card on one order?
A. No.
Q. Can I use my gift card online?
A. Not at this time. We will be adding this functionality in the future.
Q. Can I use a prepaid credit card or EBT card?
A. No.
Q. Do you accept international credit cards?
A. No.
Q. Do you accept checks or money orders?
A. No.
Q. Can I be invoiced?
A. No.
Q. How do you calculate tax?
A. Tax charged to an order is calculated based on the shipment destination's state and or the local sales tax laws in place.
Currently we charge tax in NY, NJ, CA, GA, MA, and VA.
PROMOTIONS and SALES
Q. I tried to use two different promotions on my order, why didn’t it work?
A. Most of our promotions cannot be combined with other offers. Therefore the site will only accept one offer.
Q. Where can I enter my code?
A. You may enter your code in the shopping cart in the field “Redeem Promo Code.” OR you can enter it in the payments screen, step 4 of check out.
Q. Where can I get a promo code?
A. When you sign up for our online newsletter, you’ll be first to hear about our latest sales and promotions!
GIFT SERVICES
Q. Can I include a gift message in my order?
A. If you only want a gift message, we are happy to send a handwritten note on C. Wonder stationary to your recipient. Give us a call or email with the text of your note and we’ll take care of the rest.
Q. Can I have my order gift wrapped?
A. Yes! We are happy to “wrap” your order for a small fee. The cost is $5.50 per order. Note some items cannot be wrapped.
Q. Will each item come wrapped individually?
A. Not necessarily. Wrapping will be based on the packer’s best judgment. If your order contains several similar pieces, these may be wrapped in the same box.
Q. What does your gift wrap look like?
A. Gifted items will come in a lovely C. Wonder box along with our whimsy tissue paper. To see a preview click here.
Q. Can I use my C. Wonder gift card online?
A. Not at this time*, however we are happy to make arrangements for you to order through a store by phone to have items shipped to you.
*We will offer this feature in the near future.
Q. How can I check my gift card balance?
A. You can call us at 855-896-6337 (855-8WONDER) or you can call any C. Wonder store. For store contact information, click here.
RETURNS
Q. I am not happy with the items I selected, can I return them?
A. Items can be returned for any reason any time*. For complete return instructions click here.
*Electronics must be returned within 90 days.
Q. Can I return my online purchase to the store?
A. Yes, however it will be for merchandise credit. Note merchandise credit can only be used in store.
Q. Can I return my store purchase to the cwonder.com warehouse?
A. No, items purchased through the store must be returned at a store.
SIZING
Q. How do your sizes run?
A. Please note, our fits are designed with the contemporary or misses sizing range in mind. Here is a link to our size chart for a more specific reference.
Additionally, the below notes are generalities and may not work for each and every individual.
- Tops: These tend to run slightly larger; when in doubt size down.
- Outerwear: This category will fit similarly to tops. If you are between sizes and tend to wear the larger of the two, purchase your regular size. If you are between sizes and tend to wear the smaller of the two, size down.
- Jeans: Our denim fits true to size. Note they do carry 3% stretch and therefore may fit loser over time.
- Non-denim bottoms: Our non-denim bottoms will likely fit true to size.
- Dresses: The fit is similar to our blouses.
- Footwear: Our shoes come in a standard width. If you normally wear wide sizes, you may do well to go half a size up on loafers, flats, boots and heels. In sandals we recommend purchasing your regular size.