FAQs
Shipping
Where is my tracking number?
UK: Once your order is shipped, you will receive a notification with a tracking number.
International: We offer both standard and tracked shipping options and small parcels will be shipped tracked by default. You will not receive a tracking number with your order unless you have purchased the tracked shipping at checkout. We are not responsible for any lost untracked items.
Do you ship internationally?
Due to registration requirements we only offer shipping to certain countries at the moment. We are working hard to expand the list of shipping countries, stay tuned!
List of countries we ship to:
- United Kingdom (domestic)
- Australia
- Canada
- France
- Denmark
- Finland
- Germany
- Greece
- Hong Kong
- Ireland
- Japan
- Netherlands
- New Zealand
- Norway
- Portugal
- Singapore
- Spain
- Sweden
- Switzerland
- United States
What should I do if I receive an incorrect or damaged item?
If you receive an incorrect or damaged item, please contact us as soon as possible with your order number & a photo of the item. After 14 days we are unable to provide a complete replacement or refund for any products that develop wear-and-tear over time.
Do you offer free shipping?
Free shipping promotions apply to domestic UK orders over £75.
What happens if my package is lost, stolen, or returned to sender?
Walking Whales Studio is not responsible for lost or stolen packages that are confirmed to be delivered to the shipping address provided for the order. We are not responsible for orders that are delivered incorrectly or lost due to incorrect shipping information being provided at checkout. We cannot refund shipping costs for shipments that are returned to us due to an error in the address provided.
What if I need to change my address?
Please confirm your shipping address before finalising checkout. If you receive a confirmation email with an address that needs to be updated please contact us as soon as possible to make any changes. Once an order has shipped we cannot make changes to your shipping address.
Does additional duties include in the shipping fee?
International orders do not include any additional duties or VAT charged upon arrival. Please check your local customs website for more information.
Returns
Can I return my hair clips, scrunchies or earrings?
We accept returns on new and unopened items within 14 days of delivery, these items may be eligible for a refund or exchange. However, for hygienic reasons we are unable to accept returns or exchanges for hair clips, scrunchies and earrings.
Do you cover the cost of returned or exchanged items?
The customer is responsible for the cost of the return shipping.
Products
Are your products waterproof?
All paper/silver/textile-based products are not waterproof. Acetate-based products may be used on wet hair, however we do not recommend submerging them underwater for extended periods of time.
Where are your products made?
The majority of our products are manufactured by eco-conscious local suppliers or handmade by our founder Hallie. The rest is outsourced to environmentally friendly suppliers located in Asia.