Frequently Asked Questions
HOW DO I MAKE A PURCHASE ONLINE?
Shopping online at Wasulu London is easy: Use the NEW IN, LOOKBOOK, DRESSES, TOPS/SHIRTS, SKIRTS, JACKETS/COATS, FACE MASKS or MADE TO ORDER links found on the top menu. Pick an item you love, choose your size and click on the 'ADD TO BASKET' button on the product page. Review the items in your shopping bag by clicking the 'SHOPPING BASKET' link at the top of the page. Click on 'CHECK OUT' to complete your order.
CAN I ORDER BY TELEPHONE?
We would be more than happy to take your order over the phone. Please call our Customer Care team on +44 (0)7916281969
I’VE FORGOTTEN MY PASSWORD – WHAT SHALL I DO?
Please click the ‘Forgot Your Password?’ link when you sign in. This will email a new password to your email address.
HOW DOES MADE TO ORDER WORK?
You select the pieces you’re interested in and choose your base size. Once your order is placed, we will follow back with you to discuss any specifications around measurements and share fabrics' samples with you, so you can select your preferred colourways. We send your preferred styles, fabrics and specific measurements to our artisans. They then handcraft individually with passion your bespoke pieces and return them to our London studio for quality checks. Once we’re happy that your bespoke pieces tick all our quality standards, we ship them to you.
HOW DO I CHANGE MY PERSONAL DETAILS?
Please log in to your account. Here you'll be able to change or save your details and preferences
BY REGISTERING DO I AUTOMATICALLY RECEIVE MARKETING EMAILS FROM YOU?
No, by registering for an account with us you are not opting in to receive marketing emails from Wasulu London. You can however sign up to our NEWSLETTERS to receive updates on new collections and events. You can unsubscribe at any time.
CAN YOU TAKE ME OFF YOUR MAILING LIST?
Please click the unsubscribe link at the bottom of one of our newsletters to be removed from the mailing list.
HOW DO I FIND A SPECIFIC ITEM?
You can search for a specific item in the web store by using the search bar found in the menu. If you're having trouble or would like some advice, please feel free to give us a call on +44 (0)7916281969 or email us at firstname.lastname@example.org
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit and debit cards. We also accept PAYPAL, GOOGLEPAY, AMAZON PAY.
CAN I AMEND MY ORDER?
Once you’ve placed an order online, you can’t amend it yourself. Please call our customer care on +44 (0)7916281969 or email us at email@example.com and we’ll cancel any unwanted items or place a new order for a replacement item (at no additional cost).
WHERE'S MY ORDER CONFIRMATION?
Please check your spam or junk folder. Failing that, please contact us on +44 (0)7916281969 or email us at firstname.lastname@example.org and we’ll investigate it for you right away.
WHAT SIZE SHOULD I ORDER?
We recommend purchasing your regular UK size. Please refer to our Size Guide for an overview of our size guide. Sometimes, you may find there are small variations in fit. Please check each item’s individual Size & Fit information for further details.
HOW DO I USE MY PROMO CODE?
Simply enter the code into the Discount Code box on the ‘BASKET’ or 'CHECKOUT' pages.
MY SIZE ISN'T AVAILABLE, WHAT SHOULD I DO?
We give you the option to place an order from our Made to Order menu which offers more variations of sizes. Please feel free to contact us on +44 (0)7916281969 or email us at email@example.com if you can’t find your size in both the ready-to-wear's collections and made to order. Give us the product name and we’ll do our best to provide you with your unique bespoke piece.
WHAT ARE MY DELIVERY OPTIONS?
No matter where in the world you are, we'll ship your order to you.
We offer a standard service via Royal Mail free of charge as well as DHL Express Delivery for a flat fee of £5.99 within the UK. UK orders sent via Royal Mail take around 2-5 working days to arrive. UK orders sent via DHL Express are delivered the next day. European & international orders are sent via DHL Express Worldwide Delivery for a flat fee of £15 and usually take 3-5 working days to arrive. During busy periods, such as sale, these timings may take longer than usual.
WHAT COUNTRIES DO YOU SHIP TO?
We ship to all countries worldwide via DHL Express Delivery. Please note that all import customs duties for European and international shipping are the responsibility of the customer.
CAN I TRACK MY PARCEL?
The courier service will send you a tracking number for your parcel. You can follow the progress of your order online at ROYALMAIL.com or DHL.com.
Please contact our customer care on +44 (0)7916281969 or email us at firstname.lastname@example.org when you encounter any isues with tracking the delivery of your order.
DO I NEED TO SIGN FOR MY ORDER?
Yes, you do need to sign for your order. If the courier attempts delivery and you’re not available, they will leave a calling card informing you how to rearrange your delivery.
DO YOU DELIVER AT THE WEEKEND?
Not at the moment, unfortunately. Sorry!
AN ITEM IS MISSING FROM MY ORDER. WHAT CAN I DO?
If there is an item listed on the packing slip enclosed with your order that has not arrived, please contact our customer care on +44 (0)7916281969 or email us at email@example.com
DOES THE PRICE INCLUDE VAT?
Prices online are inclusive of VAT.
HOW DO I RETURN AN ITEM FROM MY ORDER?
If you’re not completely satisfied with an item(s) on your order you can return it to us within 14 days of purchase. Items must be received unworn with all original tags attached. To return your items please fill up the returns label included with your parcels. To return your items in the UK, Use the returns enveloppe included with your parcel, hand your parcel in at a Post Office service point. The Post Office’s counter staff will process your returns free of charge and give you a proof of postage receipt. If you are returning an item from outside of the UK please use your local postal service. We ask that you handle postal charges for returns. We always recommend keeping a proof of postage receipt to avoid any delays to your refund. For more information about returns, please click check our Returns & Refunds policy.
Please note that for hygiene reasons, face masks are non-returnable. We encourage you to continue to following government guidelines by practising social distancing, washing your hands, and avoid touching your face.
CAN I EXCHANGE MY ITEM FOR A DIFFERENT SIZE OR STYLE?
Need a different size or colour? We’re happy to accommodate. We can only exchange an item for the same item in a different size/colour or another item at the same value. Simply email us at firstname.lastname@example.org specifying your needs.
DO YOU OFFER RETURNS TO STORE?
Unfortunately, we do not offer returns to store at the moment.
WHEN WILL I RECEIVE MY REFUND?
We will process your refund as soon as we’ve received your items. Please be aware that it can take up 5-10 working days for the funds to clear with your bank. Payments made using American Express can take up to 15 working days.