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Hautelab & EdWonder are now one combined website. Enjoy free worldwide shipping on orders of USD 250 and more Close

FAQ

Last Updated August 25, 2021

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Q. I need help with my order, who can I contact?

A. If you can’t find the answer to the question you’re looking for on
this page, you’re able to contact the Customer Service team directly at info@edwonder.com

Q.I placed an order, can I still make changes to it?

A. You can contact us at info@edwonder.com to check if changes can still be made to your order. This is possible only if the package is still in our hands. If the package has been picked up, it is not possible to make any changes.

Q. How can I track my order?

A. As soon as our team have dispatched your order from our warehouse, you’ll be emailed a tracking number for your delivery.

Q. What forms of payment do you accept?

A. Most major credit cards (Visa, MasterCard, American Express) PayPal, AfterPay, Apple & Google Pay

Q. When will I be charged for my order?

You will be charged for your order immediately after placing it.

Q. Will i be charged customs duties?

A. Please note that because of Covid-19 situation we reverted our shipping locations. instead of shipping from NYC, we ship from Shanghai and Taipei studios. So if you have a shipping address that is outside of the those locations the import duties and taxes may be applied by your local authority.

Q. How much will shipping cost?

Orders with a total value above 250 USD will be shipped free. If your order value is less than this amount, the shipping cost will be calculated at checkout. Please note that free shipping doesn't apply to certain items such as coffee, special editions, collaboration and preorder products. For more information, please refer to our shipping page

Q. Where do you ship from?

A. We ship from multiple locations. NYC, Shanghai & Taipei. depends on the order origin and the availability of the products. For this reason, orders with multiple items may be “split,” i.e., shipped from more than one location. In this instance, your shipment confirmation e-mail will contain two tracking numbers.

Q. Do you have free shipping promotions?

A. From time to time, we offer free shipping promotions. To receive email updates about our upcoming promotions, sign up to our mailing list. Please note that free shipping will be applied to your order on the payment page.

Q. What happens if I enter the wrong address?

In this case. Please don't hesitate to contact us immediately and we will assist you in updating the address.

Q. What’s your returns policy?

A. We want you to love your product. If for some reason you don't love it, don't worry, most items may be returned within 30 days of receipt. Please make sure your items are returned new, unused and with all EdWonder and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer. Please note that the original shipping fees are not refundable. Questions? Drop us an email at info@edwonder.com . For more information, please visit the returns page of the website.

Q. How do I return a product?

A. Please visit the returns page of the website for full instructions on
how to return a product.

Q. How can i exchange a product?

In order to serve you most efficiently, we do not offer merchandise exchanges. We recommend that you simply place a second order. Once we receive your return, we'll credit your account.

Q. Where are your coffee products produced and shipped from?

A. We roast our coffee in two different roasteries, Nanjin mainland China and in Taipei city.
Coffee is roasted and shipped from one of two locations. We may
ship your coffee order from our warehouse in shanghai as well.

Q. Why is My Order Taking Longer Than Usual to be Delivered?

A. We kindly ask for your patience on potential shipping delays. We are doing our absolute best to maintain safety in our coffee lab during the
ongoing pandemic, all the while increasing our regular roasting schedule and adding shifts to pack and fulfill orders.

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