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    Do I have to register to make a purchase?

    No, you can check out as a guest, however, registering with us allows you to do all of the following:

    • Track your orders and review past purchases.
    • Request a return or exchange directly from your account.
    • Save your address and credit card details so you can shop even more quickly next time.
    • Manage your account details, including your available credit(s) at wrenandroch.com.
    • Sign up for updates and promotions.

    To create an account, simply register on our site.

     

    What is your shipping policy?

    We currently offer free Ground shipping for all contiguous U.S. domestic orders. Please note that higher shipping rates apply for Alaska, Hawaii and U.S. territories.  Please read our Shipping Guidelines for more information. International shipping rates depend on the destination country and carrier.

     

    When will my order ship? How can I check the status?

    Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays. When your order ships, we will send an email confirmation with tracking details to the email address you entered when ordering. If for some reason you did not receive an email, please check your spam folder and add service@wrenandroch.com to your safe-sender list.

    You can also check your order status by signing into your account on our website.

     

    An item is out of stock. Will you be getting more in stock? Is there a way I can still order it?

    Because most Wren & Roch items are unique or one-of-a-kind, we do not restock most pieces. However, our customers’ happiness is very important to us. If you email us at: service@wrenandroch.com, we will do everything in our power to meet your needs.

     

    How long do returns and refunds take to process?

    Once we have received your package, your refund will be processed within 7-10 business days. You will be notified via email at the email address listed on your account when your order was placed. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us (typically 1-5 business days).

     

    Is there a way I can cancel or change my order?

    We may be able to cancel or change your order, however, you will need to contact us as soon as possible after placing your order. Please email us at: service@wrenandroch.com. If it is too late for us to cancel your order, you may return your order using our standard return policy.

     

    I have store credit. How do I use it?

    To use your store credit, please follow the easy steps below:

    1. Sign into your wrenandroch.com account.
    2. You should see Store Credit on the “My Account” page.
    3. Upon checkout, the store credit will automatically be deducted from your order total.
    4. If you do not use the entire store credit, the remainder will go back into your wrenandroch.com account to be used on future purchases.
    5. Store credits never expire, so you can always save for your future indulgence or gift.

    I received my order, but I am missing an item/ this is not what I ordered.

    Oh no!  We made a mistake?  We apologize for the error and inconvenience. Please email us at service@wrenandroch.com. We will ensure you receive the correct item as quickly as possible.

     

    Is there a sales tax charge?

    The sales tax will depend on your shipping address. Sales tax is assessed on merchandise subtotal and shipping charges. Your applicable sales tax will be automatically calculated and added to your order during checkout.

     

    Where are your products made?

    Wren & Roch merchandise is PROUDLY made in the USA.

     

    What is WINK?

    Wink (Women in Need of Kindness) is a great gift giving solution for a friend, family member or any person you care about. You’re making someone’s day, with the added benefit of raising awareness and showing support to survivors of rape, domestic violence and abuse. You never know when your act of kindness could be the one thing that gets someone through a situation you may not even know exists for them.

     

    I had an item in my shopping cart and continued to shop. When I tried checking out, the item was sold out. Why did this happen?

    Items placed in your shopping cart, unfortunately, are not held or reserved until you submit your order completely. Given that all of the pieces are unique and available in very small quantities, they sell out quickly. If you are in love with a sold-out product, you may email us at: service@wrenandroch.com, to see if we plan to re-stock it.

     

    I’ve forgotten my password – What do I do?

    Don’t worry! To reset your password, follow the ‘FORGOTTEN PASSWORD’ instructions on the Log in page on wrenandroch.com. We’ll then send you an email so you can create a new password and start shopping again.

     

    Is my personal information kept private?

    • Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, view our Privacy Policy.
    • When you register at wrenandroch.com, we need to know your name, mailing address and email address. To process your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.
    • Only you or a Customer Care member (with your permission) may access your personal data from the website to help you place an order or update your account.
    • Please note, we may contact you about our fabulous new products, promotions or services via email. If you would prefer not to receive this information, you can edit your email preferences in ‘Your Account’ or email: service@wrenandroch.com.

    What are your leather care instructions?

    With normal use, our leather requires almost no care. In order to maintain the natural look of leather, simply dust with a dry cloth. Do NOT use polish or cleaners.

    Do not wash in washing machine or dry clean. Always allow the hide to air dry… never dry with a hair dryer. Cleaning chemicals should NOT be used. If needed, we suggest using a vacuum’s soft brush attachment for dust and dirt particles.

    For extreme staining, we recommend a local leather cleaning specialist. NEVER use cleaning solvents, furniture polish, oils, varnish, abrasive cleaners, ammonia water or soap with a detergent base.

    Calf Suede: lightly damp white cotton cloth to remove dust and other non aggressive dirt spots. Please contact a leather cleaner specialist for extreme staining.