• Read all our ordering and payments information

    HOW TO ORDER

    To add an item to your shopping bag, click on the colour chip that corresponds to the correct size and colour. If the item is unavailable at present but we are expecting more stock, a message will appear to advise you of the expected despatch date for that item. An 'x' instead of a colour chip means that the size/colour is unfortunately sold out and no longer available.

    When you've finished shopping, click on the shopping bag in the top right corner and follow the instructions through the checkout process.

    You can use the search box to find a specific product (by entering the product code), or a type of product (by entering a characteristic, such as 'Cashmere' or 'Skirt').

    Or if you'd just like to have a look around until something catches your eye, select a category from the menu at the top of the page and browse away!

     

    PLACING AN ORDER

    Your credit/debit card will be charged for the full value of the goods only when your order is despatched. We currently accept Visa, MasterCard and PayPal. To learn more about PayPal, please click here.

    Once you have placed an order we will send you an email confirming that your order has been received, but this is not a confirmation that your offer to purchase the goods has been accepted. A contract between you and Wrap London for the sale of our products will only exist once an order has been despatched to you. A separate email will be sent to you confirming the despatch of the item(s) and therefore the charge to your credit/debit card or PayPal account.

    Prices and availability of goods are subject to change without notice. All prices are quoted in US dollars and are not subject to a credit card foreign transaction fee. Should you be charged a foreign transaction fee, please click here for details on how to claim a refund from us. The advertised delivery charge will be added to your order value.

    All orders are subject to acceptance and product availability. Availability information for products is advised on each individual product page.

     

    SECURE PAYMENTS

    We accept online payment in a secure environment using Secure Socket Layering technology (SSL) by credit card, or debit card. This means that on any page where you enter your personal information such as credit card details, the information sent to us is encrypted to safeguard your details. Encryption prevents other internet users from accessing this information. You can check that you are shopping in a secure environment by looking for either a locked padlock icon in the address bar (Internet Explorer and Google Chrome), or the top right corner of the browser window (Safari).

    As well as being convenient, shopping over the internet is a safe and secure way to shop. To help keep it safe we suggest you always close down your internet browser when you have finished shopping online, especially if you use a shared PC. This will delete temporary Internet cookies from any sites you may have visited.

    It's also good practise to keep your password as unique as possible and not to choose obvious passwords, such as your name, partner's name, or other personal information which could be easily obtained by a third party. Never reveal your password to others and avoid always using the same password for numerous sites.

    Luke Dashper


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  • Will I be charged US sales tax on my order?

    Please be aware that from January 1st 2021 we will be adding US sales/use tax where appropriate. 

    The amount of sales/use tax to be charged can depend on many factors including the value and type of item purchased and the shipping destination.

    Wrap London will collect the sales/use tax on sales of taxable products shipped to destinations in Arkansas, Arizona, California, Colorado, Connecticut, District of Columbia, Georgia, Hawaii, Iowa, Idaho, Illinois, Indiana, Kentucky, Louisiana, Massachusetts, Maryland, Maine, Michigan, Minnesota, North Carolina, Nebraska, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Virginia, Vermont, Washington, Wisconsin, unless the sale of the product is exempt.


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  • How do I contact your customer care team?

    All our calls are answered by our own friendly and knowledgeable customer care team in England.

    If you would like to place an order or contact us with a query, please call 1 888 613 9225 toll-free, to speak to them. Dial 1 to place an order or dial 2 for any other enquires.

    Call us between ET 7 am to 5.30 pm and PT 7 am to 1.30 pm, Monday to Friday. During our working hours, you can also leave a message by dialling 3.

    While in the queue for the order or enquires line, you can also request a call back by selecting 2.

    To self-service, please visit our CAN WE HELP section with many helpful articles and answers to frequently asked questions.

    If you can't find what you are looking for, please use the Help bubble at the bottom right of the page.

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    Here you are able to send us a message or during opening hours, you can also request a call back from one of our agents.

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

    Alternatively, you can also write to us:

    Wrap London
    2 Rothley Lodge
    Loughborough Rd
    Leicester
    LE7 7NL
    United Kingdom

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

    If you like to leave us a review, please click here for further information.


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  • Do you accept cheques as a payment method?

    From May 2020, for security and to avoid the risk of fraud, we are no longer accepting cheques and order forms sent to us via the post. If we receive a posted order form we will return it without processing the order or cashing the cheque. 

    If you want to order it’s easy, speedy and safe to do it online on our website, where you can check size and colour availability 24 hours a day.


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  • Which methods of payment do you accept?

    We accept Visa, MasterCard and PayPal. If you require further information regarding PayPal please visit the PayPal website by clicking here.

    We currently do not accept AMEX as a payment method but are aware of the interest by our customers and are exploring to offer this service to our customers in the future.

    Learn more here.


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  • My card was declined. How can I provide new card details?

    In order to provide new card details, please contact our Customer Care team on 1 888 613 9225 within 7 days of receiving our payment decline notification. We ask customers not to provide card details via email and use our secure telephone line instead.

    Learn more here.


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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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  • 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. 

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    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.

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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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  • 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 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 for 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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  • 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.

    Google Chrome

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

    Click on More tools and then Clear browsing data.

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

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    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.

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

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

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    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.

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    Please click on Delete in the Browsing history section.

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

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    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.

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

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    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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  • Do you offer prices in US Dollars?

    Yes, we do. If you are however noticing that you are shopping in a different currency, you might be incorrectly redirected by our IP Recognition service and have not reached our US site www.wraplondon.com.

    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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  • Why has my PayPal payment failed?

    The reason for this is most likely that the credit card you selected as default on your PayPal account, could not be used and the transaction could not be authorised. You need to contact PayPal customer service team to discuss the issues relating to the selected card and how to resolve it. The customer service team will help you understand why the payment was denied.

    For data protection reasons PayPal won't be able to discuss details relating to your PayPal account with us.

    Meanwhile you may want perhaps to use other financial instruments in your funding matrix, for example you can select an alternative such as a different card, a bank account and even a balance if it is available on you PayPal account.


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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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  • When will I be charged?

    You will be charged for your outstanding order at point of despatch. Please note that any items which are on back order will only be charged once they are back in stock.  

    Learn more here.


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  • Can I change or cancel items from my order?

    Yes, orders 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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  • I have been charged a foreign transaction fee. How do I get a refund?

    We’re sorry to hear that you were charged this fee.  Some customers are being charged a foreign transaction fee by their bank, even though the credit card transaction you make with us is in US Dollars.

    To claim a refund for the foreign transaction fee, please submit a request below and attach a copy of your credit card statement with all details redacted apart from the foreign transaction fee on the statement.

    We sincerely apologise for the inconvenience this may have caused you.

     

     


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  • I have been charged import duties. How do I get a refund?

    While we make every attempt to prevent our customers from incurring any import duties, our packages are selected at random by the US Customs Department and may be subject to additional charges. 

    If you have experienced these charges we will of course reimburse the full amount.

    To claim a refund on import duties, please submit a request below and attach a copy of the customs paperwork provided by the post office, along with proof of payment.

     

    We sincerely apologise for the inconvenience this may have caused you.

     


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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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  • My PayPal payment has been declined but it shows as a pending transaction. What do I do?

    The PayPal transaction will continue to show as pending in your account until we are able to obtain the authorisation to charge your funding source. PayPal do not advise us as to the reason for the failure, but the most common reason is that the card issuer/bank has refused the charge.

    We can re-attempt to charge your funding source again, and please contact us if you wish us to re-attempt the charge.

    If you would rather replace your order using your card details you would need to place a new order and provide your card details at the checkout stage. Please contact us to cancel your PayPal order.

    Learn more here.


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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 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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