FAQs
Shipping Questions
Once your order is placed and processed, you'll receive a confirmation email with your order details, including a tracking number and a link to track your order.
You can also track your order anytime here.
Please note:
Our team works hard to fulfill orders quickly, but during busy times, processing can take up to 72 business hours. Once your order ships, you'll get a separate shipping confirmation email!
We are currently shipping to Europe, Mexico, Canada, Australia, Egypt, Qatar, Saudi Arabia, & UAE. All international orders are final sale. We ship DHL Express DDP, so depending on the country, goods should have a transit time of 4-8 business days.
DDP stands for “Delivered Duty Paid.” This means that you will see that in your shipping charge, and duties are paid at checkout. The benefit here is that there's no surprise fees by your local carrier!
We offer free shipping for orders placed over $75 within the contiguous United States (does not include Hawaii, Alaska, or US territories).
We're so excited to get your order fulfilled and shipped out to you! Our orders typically take up to 48 hours to process, or up to 72 hours during extra busy peak times.
Once your order ships, you will receive a shipping confirmation email with tracking details so that you can follow along its journey.
Sign into your account for more information 🌟
Thanks so much for placing your pre-order with us! We can't wait to get your order delivered to you. You can check the estimated wait times for your pre-order on the product's page to get more insight on estimated ship dates.
We understand that shipping issues can be frustrating. Below are some of the most common carrier-related problems customers may encounter:
Tracking Delays
- The carrier may not have updated the tracking information due to missed scans.
- Tracking may show "label created" but no further updates, indicating the package is still being prepared for shipment.
- Package status may not reflect its actual location due to delays in the carrier's system.
If you believe your order may be delayed, please wait 72 hours after the last scan before reaching out.
Delivery Delays
- Weather-related disruptions, such as storms or natural disasters, may cause delays in delivery.
- High shipping volumes, especially during peak seasons, can result in longer transit times.
- Carrier staffing shortages or operational disruptions (such as labor strikes) may delay delivery.
If you believe your order may be delayed, please wait 72 hours after the last scan before reaching out.
Delivery Failures
- "Attempted delivery" may be recorded when no one is home or access is restricted, resulting in a missed delivery.
- Carriers will typically reach out to update an address. Unfortunately, once an order is in transit, we are unable to modify the order or intercept the package.
Package Damage
- Packages may be damaged during transit due to improper handling or inadequate packaging.
If a carrier reports damage, please contact us right away!
Return to Sender (RTS)
- Packages may be returned if the shipping address is incorrect or incomplete.
- Deliveries may be refused by the recipient or returned after several failed delivery attempts.
If your order has been marked "return to sender," please review our article on RTS for more details.
Carrier-Specific Problems
- Technical issues or system outages on the carrier's end may delay tracking updates or deliveries.
- Third-party delivery agents or subcontractors may cause delays or confusion in transit.
If you are experiencing any of the above, please wait 72 hours before reaching out. If your order is still showing a "label created" status or you suspect it is lost, please contact us after 72 hours via chat or email at [email protected].
How long does order processing and delivery take?
Once you place your order, here’s what you can expect:
1. Order Processing (1–2 business days):
We carefully package your items and prepare the necessary customs documentation. This usually takes 1 to 2 business days.
2. Carrier Pickup & Transit Time:
DHL will pick up your shipment. Transit time depends on your location and the shipping method selected.
3. Customs Clearance (1–3 business days):
Shipments go through customs, which may take 1 to 3 business days for inspection and clearance.
4. Final Delivery (1–5 business days):
After clearing customs, your package will typically arrive within 1 to 5 business days.
📦 Tracking Your Order:
You can track your shipment at dhl.com. Your tracking number will be included in your shipping confirmation email.
🚫 Please Note:
All international orders are final sale and not eligible for returns or exchanges.
Checkout Questions
Route Package Protection offers peace of mind by covering your order in the event it gets lost, stolen, or damaged during shipment. We understand how disappointing it can be when an order goes wrong, which is why we've partnered with Route to give you extra protection. You can opt into Package Protection during checkout.
With the Route App, you can visually track your orders in one place and easily submit a claim if needed. It keeps you updated in real-time, from shipment to delivery. Don’t have the app yet? Download here
If you've purchased Route Package Protection and need to report a shipping issue, you can File here
Please note that once your order is submitted, we are unable to add or provide refunds for route protections.
Once an order is placed and processed, we are unable to add or remove any items from your order. Please carefully review your order prior to checking out.
To apply a promo or discount code:
• Proceed to checkout and enter your code in the "Discount code or gift card" field.
• Click "Apply" to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser, trying on a different device, or reviewing the promo code's rules to ensure that your order is eligible to apply the code
To redeem your gift card online, enter the gift card number into the "Gift Card or Discount Code" field at checkout.
Gift cards are linked to the email either provided at checkout from either the receiver, or the purchaser. If you believe you have a gift card check your email for any email from our store. Be sure to check your trash and spam folders as well
If you sign up for our mailing list, you will receive a code for 10% off your first purchase for any full priced styles on our website!
If the code is not working, be sure to double check if the item you are trying to purchase is full-priced
Order Support
Once an order is placed, we’re unable to apply discounts retroactively or make price adjustments. Since our discounts can change frequently, we recommend signing up for text alerts and joining our mailing list to stay updated on the latest promotions!
If you received a damaged item, please follow the steps below to report it to us. All issues, including damage/defective items must be reported within 7 days of delivery.
To report a damaged item, please provide clear photos of the item(s) you received.
Shoes (4 photos total):
Front view
Back view
Soles of the shoes
Close-up of the damage (e.g., broken buckles, mismatched sizes, missing rhinestones)
Apparel (3 photos total):
Front view
Back view
Close-up of the damage (e.g., torn hems or seams, snags, holes, or stains)
You can upload them through our returns portal at 👉 https://azalea-wang.loopreturns.com/#/👈 by selecting the return reason "Item was damaged"
Please allow up to 48 business hours for us to review and provide the next steps.
Unfortunately, we are unable to modify addresses once an order is placed. If you believe the order is headed to the wrong address, you can reach out the carrier direct or possibly schedule a "hold at location" for pickup with your shipments carrier. You can visit the following links:
If the carrier is unable to intercept the package, they may default to returning it to the sender.
We are sorry that you are having trouble locating your order!
Be sure to check around your home and with neighbors/building management who may have collected the package for you. Please double-check the shipping address of your order to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive, please allow up to 5 days after this package has been marked as delivered to look for the order.
If you still are unable to locate the package and you have Route Package Protection added to your order, you are able to file a claim directly through here.
If you do not have Route added to your order, you can chat us so that we can re-ship your order or issue you a store credit.
Return and Refund Questions
Return Policy:
We want to make returns as easy as possible for you!
Domestic returns must be initiated within 30 days of delivery.
Sale items are final sale and cannot be returned or exchanged.
If you're requesting an exchange, we'll ship your new item as soon as your return is in transit back to us.
Refunds for returns will be issued to the original method of payment.
Gift Card Refund or Exchange: Enjoy free returns with this option!
Refund to Original Payment Method: A $10 prepaid return label fee will apply.
To start a return, please visit our Return Portal here.
Refund Policy:
Refunds are processed back to the original method of payment selected when you placed your order — unless you choose to receive your refund on a Gift Card instead.
Please double-check your selection during the return process! Refund outcomes are final and cannot be changed once submitted, so take your time and choose the option that best suits your needs.
We want you to love your purchase, but if something isn’t quite right, we're happy to help you with a return or an exchange for a size that fits better!
Please note:
Returns must be initiated within 30 days of the order date.
Some items are marked as Final Sale or may have a Final Sale promotion applied — these items are not eligible for return or exchange.
Returns must be processed through our online portal: https://azalea-wang.loopreturns.com/#/.
You'll just need your order number to get started — you can find it in your email confirmation.
Unfortunately, we are not able to cancel an order once it has been processed. If your item is a full priced item, we are able to assist you with a return within 30 days of your order being delivered.
Return Processing Guidelines
Return Receipt: Once your order is delivered to our warehouse, please allow up to 14 business days for processing.
Processing Order: We process returns on a first-in, first-out basis, meaning that returns are handled in the order they are received.
Refund Notification: After your return has been processed, you will receive a refund notification via email.
Refund Details: Please note that shipping fees are non-refundable.
Handling Fee: A $10 handling fee will apply if you used a prepaid shipping label.
We appreciate your patience as we process your return in a timely manner.
If it has been more than 30 days since your return was delivered, please reach out to us so we can investigate further!
Thanks for issuing an exchange with us! Once we see that your original package is in transit back to us, we will be able to issue your exchange to be shipped.
We appreciate you checking to see what our final sale policy is! Our markdown items are final sale and are not eligible for return or exchange.
Rewards Program
Interested in getting rewards for your orders? Sign up for our rewards program here!
Here are some ways for you to earn points:
Place an order: You earn 5 points for every $1 spent!
Submit a review: 50 points
Submit a photo or video with your review: 100 points
Like us on Facebook: 50 points
Follow us on TikTok: 50 points
Follow us on Instagram: 50 points
Celebrate a birthday: 200 points
In order to view your points and see your rewards, start by logging into your rewards account.
You can redeem your points by:
Using 500 points toward a free shipping coupon
Adding a discount to your order (100 points = $1)
We have three different rewards tiers available!
AZALEA: 0 to 2,500 points
PEONY: 2,501 to 5,00 points
ROSE: 5,000+ points
For more information on our tier program, check out our AW Rewards page here.
If you are having issues with adding your rewards code at checkout:
Make sure the code hasn’t already been used.
Double-check that the number was entered correctly.
Please note that rewards codes cannot be stacked with promotional codes.
Partnership Inquiries
Thanks so much for your interest in partnering with us!
For Press or Content Creator inquiries, please contact [email protected]