• How do I contact your customer care team?

    If you would like to place an order or contact us with a query, please call 0808 168 5055 to speak to our friendly and knowledgeable customer care team.

    Calls are free of charge and you can also leave us a voicemail outside these times.

    Alternatively, you can get in touch with the Wrap London customer service by using this contact form.

    If you prefer, you can also write to us:

    Wrap London
    2 Rothley Lodge
    Loughborough Rd
    Leicester
    LE7 7NL

    We will get back to you as soon as we can, however you contact us.


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  • What UK delivery options do you offer?

     

    Standard UK delivery costs £4.95 and orders should ordinarily arrive within 2 days from despatch (excluding Sundays), but please allow up to 5 days.

    Next day UK delivery costs £8.95 and is available for orders placed on a weekday before 8 pm (1.00 pm on bank holiday Mondays), for most of the UK. Please see below for a list of excluded areas:

    NDD_Exclusions.JPG

    We are unable to offer deliveries on Sundays or bank holiday Mondays. 

    Learn more here.


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  • Where is my order?

    We will send you an email containing a tracking link once your items are despatched, which you can use to follow the progress of your delivery. 

    Learn more here.

     


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  • When will my order be despatched?

    Stock permitting, all orders are usually despatched within 48 hours of being accepted.

    In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as it arrives. If you do not wish to accept the new delivery date, please contact us.

    Learn more here.

     


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  • Can I change my delivery address?

    Please be aware that if you have requested next day delivery your items will be picked almost immediately so unfortunately cannot be changed. Orders for standard delivery of in-stock items can be amended for up to 2 hours after the order has been placed.

    However if the order has already been processed by our warehouse then unfortunately, no changes can be made. When you receive your order confirmation email, please check all details are correct, and if you see an error please contact as quickly as possible.

    Learn more here.

     


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  • Can I change or cancel items from my order?

    Please be aware that if you have requested next day delivery your items will be picked almost immediately so unfortunately cannot be changed. Orders for standard delivery of in-stock items can be amended for up to 2 hours after the order has been placed.

    However if the order has already been processed by our warehouse then unfortunately, no changes can be made. When you receive your order confirmation email, please check all details are correct, and if you see an error please contact us as quickly as possible.

     

    Learn more here.


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  • Who do you use for deliveries?

    We use Royal Mail Tracked® for all our deliveries.

    Learn more here.


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  • How can I track my order?

    Once your goods have been despatched, you will receive an email confirmation with your personal Royal Mail tracking link which you can use to follow the progress of your delivery. 

    Learn more here.


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  • What international delivery options do you offer?

    If you are ordering from Germany please re-direct to www.wrap-london.de or if you are ordering from the USA, please re-direct to www.wraplondon.com for a swifter service.

    We are happy to fulfill orders to most other international addresses, from www.wraplondon.co.uk. These are charged between £18.00 and £20.00 per order and can take up to 10 days to arrive. All orders are sent via FedEx and are fully trackable, all import duties and local taxes are covered by us.

    Free returns are not available to addresses outside of the UK, any returns are at the recipient's cost including any taxes or charges that you may incur. 

    Fedex is currently unable to deliver to the following countries:

    Burma Korea, North (North Korea) St Helena (S. Atlantic)
    Central African Republic Mayotte Island Sudan
    Comoros Myanmar Syria
    Cuba Nauru Tajikistan
    Equatorial Guinea Niue Tokelau Islands
    Falklands Saint Pierre et Miquelon Turkmenistan, Republic of
    Guinea Bissau Sao Tome & Principe Tuvalu
    Iran Sierra Leone Wake Islands
    Johnston Island Solomon Islands Yemen, The Republic of
    Kiribati Somalia  

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  • How do I track my international order?

    All international orders are sent via FedEx. You will receive an email directly from FedEx with your unique tracking ID once your order has been despatched. You are then able to track your order through the FedEx website by clicking here.


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  • Will my delivery require a signature?

    No, we do not request that a signature is required for deliveries.

    Learn more here.


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  • What happens if I’m not in when you try to deliver?

    If you are not in when we try to deliver, Royal Mail will leave a card saying they've called, but no one was at home. It will have full details on either re-arranging a delivery or options for you to collect from a nearby Post Office.

    Alternatively you can ask them to leave the package in a 'safe place' - i.e. in the porch, with a neighbour etc. Simply enter your designated place under delivery instructions as part of your order. Please note that this is at your postman's discretion and not guaranteed. 

    Learn more here.


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  • Will my order be sent in a single parcel?

    As we operate from more than one warehouse, your goods might be despatched in more than one parcel, and footwear is always despatched separately. Items on backorder will be despatched as soon as they become available. You will only ever be charged once for postage, regardless of how many parcels your goods are despatched in.

    Learn more here.


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  • How do I put an item in my bag?

    Select the size you require, followed by the colour and click ‘Add to Bag’.

    If the item is unavailable, but we have more stock due, the expected due date will show next to the Add to Bag button and you can still add the item to your bag.

    If there is an ‘X’ next to the size or colour you require then this particular size or colour is no longer available and cannot be added to your bag.

    Learn more here.


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  • How can I find specific garments on your website?

    As you may have noticed, our website is already sectioned into different garment types like trousers, knitwear, t-shirts & tops, etc. 

    Once you find yourself in one of these individual sections you can also filter for sizes in the top right corner above the garments illustrated.

    However, sometimes you may want to refine your search differently.

    Our website offers a very good search option where you can filter directly for certain garments and find them quicker.

    If you are, for example, searching for a new blue item to add to your wardrobe, simply write the word “blue” in the search bar on the very top of our website and you will see results for all blue garments we have available to order.

    The same applies to a specific material you may be looking for. If you are searching for a new cashmere sweater, simply type the word “cashmere" into the search bar in order to find all cashmere garments available.

    You can also search for style codes if you are looking to re-order an item you already have. If we still have the garment available, this is the fastest way to find it.

    We do hope that you find the garment you are looking for and perhaps a little more.

     


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  • The colour of the item I received looks a different shade to the image on the website, why?

    Colours can look very different depending on the device being used and how the individual sets up their preference within the screen settings. Therefore, we have no control over how the individual has adjusted colour and brightness settings on their smartphone, tablet or PC. What we can guarantee is the colour as depicted in the catalogue and as a result we recommend you use the colours featured in the catalogue as your guide.

    Learn more here.


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  • Do you offer petite sizes?

    We have over the years looked at stocking petite sizes but sadly there has not been enough demand from our customers just yet. However, we are constantly reviewing our range so in the future we may look at the possibility of including a petite range in our collection.

    We are sorry we cannot offer you our current range in petite sizes, but if there is anything else that we can help you with or size information that you require we would be pleased to hear from you.

     


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  • How can I post a review online?

    To review one of the products you recently purchased, please type in the style code in the search box, found in the top right corner of your screen and press enter. You will then land on the product page of the desired garment; when scrolling down you will find a link to "Write a review" underneath the product description on the right-hand side which will redirect you to a separate page. 

    mceclip0.png

    To review the service you have received from Wrap London and your shopping experience, please click here and then on the "Write A Review" button to expand the review form.

    mceclip1.png

     


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  • Do you offer gift cards or a gift service?

    No, we do not offer gift cards, vouchers, nor do we offer a gift service.

    Once we are able to supply this service, we will update our website accordingly.


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  • Do you have any stores?

    No, we currently do not have any stores, our collection is exclusively available for online purchase directly through our website.

    Learn more here.


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  • Do you offer wholesale?

    Currently we only operate online and we have no immediate plans to sell our clothing on the high street.


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  • How do I clear my browser history and cookies?

    To ensure that you are viewing the newest version of our website, as well as in the correct language and currency, it might be necessary to clear your browser history, cookies and cached images.

    Below you can find a few simple steps to clear your saved data for the browser you are currently using.

    Please note, that by doing this you might also delete your passwords and card details that have been saved to your browser.

    To avoid this, please ensure that the password deletion option is unticked before you clear the data. 

    Google Chrome

    Select the three dots in the top right corner of your browser.

    Click on More tools and then Clear browsing data.

     mceclip0.png

     

    Please make sure that the tab Basic is selected, the Time range is set to All time and all three boxes below are ticked.

    mceclip1.png

    Now click on Clear data.

    Please close all the windows of your browser and restart Google Chrome.

    If you now visit our website, you should be able to view it in the correct language and currency.

    Mozilla Firefox

    Select the three lines in the top right corner of your browser and click on Options.

     mceclip2.png

    On the left panel select Privacy & Security and in the Cookies and Site Data section click on Clear Data.

    mceclip3.png

    Please make sure that both boxes are ticked and then click on Clear.

     mceclip4.png

    Please close all the windows of your browser and restart Mozilla Firefox.

    If you now visit our website, you should be able to view it in the correct language and currency.

    Internet Explorer

    Select the cog in the top right corner of your browser and click on Internet options.

     mceclip5.png

    Please click on Delete in the Browsing history section.

    mceclip6.png

    Please make sure that the boxes Temporary Internet files and website filesCookies and website data and History are selected and then click on Delete.

     mceclip7.png

    Please close all the windows of your browser and restart Internet Explorer.

    If you now visit our website, you should be able to view it in the correct language and currency.

    Safari

    On the top bar of your browser please click on History and then on Clear History.

     mceclip8.png

    Make sure that all history is selected and then click on Clear History.

    mceclip9.png

    Please close all the windows of your browser and restart Safari.

    If you now visit our website, you should be able to view it in the correct language and currency.


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  • I have been taken to the incorrect website, what should I do?

    If you are noticing that you are shopping in a different currency or viewing a different language, you might be incorrectly redirected by our IP Recognition service.

    If this has happened, you should see one of the following messages –

    Wrap_pop_up.jpg wrap_banner.jpg

     

    Please make sure that you read the message and answer accordingly. This will guarantee that you are taken to the correct website, if the correct selection is made, you should not have to do this again.

    We hope this information is helpful, and should you require any further assistance please do not hesitate to contact us.


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  • Read all our delivery and returns information

    We send our goods out to you in sturdy cardboard boxes, with the contents hand wrapped in tissue paper. Our boxes are made of 75% recycled materials and are themselves 100% recyclable.

    STANDARD UK DELIVERY - £4.95

    Standard delivery within the UK costs £4.95 irrespective of the weight of the parcel. Items should ordinarily arrive within 2 days from despatch (excluding Sundays) but please allow up to 5 days for delivery.

    NEXT DAY UK DELIVERY - £8.95

    We do offer a next-day delivery service for the UK addresses only, with orders of in-stock items placed on weekdays before 8 pm and on bank holiday Mondays before 1.00 pm, guaranteed to arrive the next working day. This costs £8.95.

    Our next day service is available for orders placed for delivery Monday to Saturday. Unfortunately, we are not able to make deliveries on a Sunday or on bank holiday Mondays. We aim to cover all areas with our next day service, but unfortunately, it cannot be guaranteed in certain areas. These include the Isle of Man, Isle of Wight, Channel Islands, the Scottish Highlands and Islands, Dumfries and Galloway, counties north of West Lothian and Northern Ireland. For more details regarding the exclusions click here.

    For both standard and next day deliveries, if you are not in when we try to deliver, Royal Mail who delivers your goods will leave a card saying they've called, but no one was at home. It will have full details on either re-arranging a delivery or options for you to collect from a nearby Post Office. Alternatively, you can ask them to leave the package in a 'safe place' - i.e. in the porch, with a neighbour etc. Simply enter your designated place under delivery instructions once you proceed to check out.

    DELIVERY DETAILS

    Stock permitting, all standard orders are usually despatched within 48 hours of being accepted, to arrive with UK customers within 5 days (excluding Sundays).

    In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as it arrives. If you do not wish to accept the new delivery date, simply call us under 0808 168 5055 and we will cancel your order. All calls are charged at local rate. Your credit/debit card will not have been charged as your goods will not have been despatched.

    The delivery period stated within which you will receive your items is approximate. Goods will be sent to the address given by you at the check out. If you are ordering more than 1 item, your goods may be sent to you in instalments if certain items are out of stock. In this case, you will only pay a single delivery charge.

    EUROPEAN DELIVERY - £18.00

    If you are ordering from Germany, please re-direct to your local site www.wrap-london.de for a swifter service.

    We are happy to fulfil orders to most other European addresses, from the UK site. These are charged at £18.00 an order and can take up to a week to arrive. All orders are sent via FedEx and are fully trackable, all import duties and local taxes are covered by us. Free returns are not available to addresses outside of the UK, any returns are at the recipient's cost including any taxes or charges that you may incur. 

    REST OF THE WORLD - £20.00

    If you are ordering from the USA, please re-direct to your local site www.wraplondon.com for a swifter service. We are happy to fulfil orders to most other addresses outside Europe, from the UK site. These are charged at £20 an order and can take up to 10 days to arrive. All orders are sent via FedEx and are fully trackable, all import duties and local taxes are covered by us. Free returns are not available to addresses outside of the UK, any returns are at the recipient's cost including any taxes or charges that you may incur. 

    TRACKING YOUR INTERNATIONAL DELIVERY

    All international deliveries are sent by FedEx and the progress of your delivery can be tracked through their website by clicking here.

    OUR RETURNS POLICY AND YOUR RIGHT TO CANCEL

    We have our own returns policy which is explained below. Please note that this returns policy does not affect your right to cancel your contract with us under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Regulations"). We explain how to exercise your rights under the Consumer Regulations below.

    Please note that the right to cancel under the Consumer Regulations will not be available in some circumstances. For instance, if you wish to cancel only part of an order, if you wish to cancel your order over 14 days after receipt of the goods or if you would like us to cover the cost of return postage, however, our own returns policy might be applicable (please see below).

    OUR RETURNS POLICY

    Order confidently from us, knowing you may return any products within 30 days of receipt for a refund or exchange as long as those products are unwashed, unworn (except for the purposes of trying on) and with the original tags attached. We always aim to process returns as quickly as possible within 5 days of our receipt however, it can take slightly longer during busier periods.

    If you wish to exchange an item for another size or colour, return it to us within 30 days of receipt and we will send you the replacement item free of any additional delivery charges. We can only exchange an item for an alternative size or colour.

    Don't forget about the fantastic returns collection service provided by Royal Mail - it is easier to use this service than ever before. To learn how to book a return collection just from your doorstep, please read this article: How can Royal Mail collect the return from me?

    FREE TRACKED RETURNS

    We offer a free Royal Mail tracked returns service on all orders sent to a UK mainland address.

    Simply attach the reply-paid sticker that appears at the bottom of your despatch note to the original packaging and take the parcel to your local Post Office. The parcel will then be tracked all the way back to our returns warehouse. This reply-paid sticker covers a parcel weighing up to 5kg.

    You can follow the parcel's progress by visiting the Royal Mail website here and entering the 13 digit tracking number. We strongly recommend that you obtain proof of postage from the post office as the receipt contains the tracking number. It is also proof that you returned your items.
    Alternatively send the return by a carrier of your choice at your own cost to:

    Wrap London Returns
    2 Rothley Lodge
    Loughborough Rd
    Leicester
    LE7 7NL

    FAULTY RETURNS

    Unfortunately, sometimes garments are faulty as a result of a glitch in the manufacturing process or develop faults during wear. If you identify a fault on delivery, please send the item back using your free returns label and we will replace it (subject to stock availability). If we are unable to replace it, we will send you a full refund.

    If your item develops a fault during the first 12 months of wear, please send it back to us by requesting a free return label through our contact form. Included with the free return label is a short form to complete. Please give us as much of the information requested as you are able to help us understand the problem.

    When returning your garments, we strongly recommend that you obtain proof of postage from the Post Office as the receipt will contain your tracking number. Normally we will replace the item or issue your account with a credit note but on occasion, we are able to repair items and return them to you.

    We are unable to accept the return of items purchased more than 12 months ago.

    RIGHT TO CANCEL UNDER THE CONSUMER REGULATIONS

    We have explained below how you can exercise your right under the Consumer Regulations to cancel your contract with us. Please note that in many cases our own returns policy may be applicable or may be more suitable for your requirements. You have a right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and dictated by you acquires, physical possession of the goods.

    To exercise the right to cancel, you must inform us, Selective Marketplace Limited trading as Wrap London of 2 Rothley Lodge, Loughborough Rd, Leicester, LE7 7NL, of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or email). You may use the cancellation form supplied here but it is not compulsory. To meet the cancellation deadline it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

    EFFECTS OF CANCELLATION

    If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier), 14 days after the day you provide evidence that you have returned the goods, or (if there were no goods supplied), 14 days after the day on which we are informed about your decision to cancel this contract.

    We will make the reimbursement using the same means of payment as you used for the initial transaction and you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days expires. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

     


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