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Exchange and Return

What is your exchange policy?

In the event you are unsatisfied with your purchase and would like to receive a different product, you are most welcome to send back your purchase for a full refund. We will refund your products for their full value to the account originally used when making your purchase. Please note that you must return your items within 30 days of receiving them. The products must be unused and in original condition in original packaging with all protective stickers and labels intact.

Kindly observe that we do not offer a direct exchange service.

For international returns under $50 USD, the customer is responsible for return shipping.

If you have paid customs fees for the items you wish to return, please contact your local customs office for information on how to have these fees refunded.

What is your return policy?

We offer FREE returns on all orders over $50 USD!

Products purchased directly from our website must be returned to our warehouse for a return and full refund to be made.

You have the right to return all/any products you have purchased directly from our website within 30 days of receiving the item.

The product(s) must be unused – in its original packaging with protective stickers and labels intact – and still in the same new condition as when the product(s) was received.

Please contact Customer Support to schedule the return and receive a prepaid return label.

How do I cancel my order?

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

Can I change my order?

Once an order is submitted, we are unable to change the ordered products or the quantity selected.

In this situation, we suggest you contact us and cancel the incorrect order.

Thereafter, we recommend you place a new order for your desired item(s) on our website at your own convenience.

Why was my order canceled?

If your order was unexpectedly canceled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com

Can I change my delivery address?

If you wish to change your delivery address, please contact us and we will do our best to assist you in this matter.

In the event that we are unable to process the address change directly in our system, usually, because the package has already been shipped, we will need to contact our courier to request a change of delivery address.

In order to help you further, we would really appreciate if you could provide us with the following information :

  • First and Last name,
  • Company name (if needed),
  • Street name and number,
  • Zipcode and City,
  • Country,
  • Phone number and Email Address.

Please be aware that an address change will delay the delivery time. William Wallace cannot be held responsible for any delay in delivery due to an address change requested by a customer.

Why have I not received an order confirmation by e-mail?

You may not receive an instant confirmation of the order. Order confirmation and/or tracking information will be emailed to you within the next 48 hours. Please wait 48 hours to receive order confirmation or tracking information before contacting us. In events that have been debited to your bank account, you can safely know that your order was successful. We apologize for any confusion and thank you for your patience.

When will I receive my refund?

The product(s) must be sent back within 30 days of receiving it. Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return. Your return will be processed within a few business days after it arrives in our warehouse.

Please note that campaigns or holidays can delay the processing of your refund.

Should you have more questions regarding this, do not hesitate to contact us!

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