FAQs

 

ABOUT

Why did you change your name from Wully Outerwear to Wuxly Movement?

At Wuxly, being leaders in the movement towards a better world that protects the planet and all living beings, we felt that the name Wully did not fully showcase the fact that we are animal-friendly. We chose the name Wuxly because the ‘X’ in the middle represents the innovation in our philosophy, we are creating a Movement dedicated towards a hardcore tech-saavy, ethical and animal-friendly fashion industry. 

Is Wuxly Movement still made in Canada, animal-friendly, and ethically sourced?

Absolutely! We continue to design and manufacture in both Toronto and Winnipeg as well as have products that are animal-friendly and ethically sourced. We are proud of being a Canadian company and continue to support our community by creating a True North Strong and Free legacy!

What is the Live Warm Trade Up program? 

Our Live Warm Trade Up Program offers donators to receive up to $275 credit towards our Canadian-made, animal-friendly products by trading up a down-filled or fur-trim outerwear that is then donated to someone in need. Please see our Live Warm Trade Up Program page for more information on how you can join the Movement!

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PAYMENT

What types of payments do you accept?

We accept the following methods of payments:

  • Visa
  • Mastercard
  • American Express
  • Paypal
  • Apple Pay
  • Shopify Pay
  • Google Pay

When am I charged for my order? 

As soon as you have placed an order with us you will receive a confirmation that your credit card was charged. Once payment is approved your order will be processed to ship.

Do I have to pay taxes on my purchase(s)?

Taxes are calculated upon checkout and are dependent on your location. Purchases made in Canada will have the 5% GST sales tax and other accompanying provincial taxes if applicable. Please note that our prices do not include customs and duty fees. 

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ORDERS & PURCHASES

Where can I purchase Wuxly Movement products? 

Our products can be purchased on our website or at our retailers. We cannot guarantee availability at our stockists, so please ensure you call ahead about the product you’re interested in.

How do I change or cancel my order?

Please e-mail us at hello@wuxly.com immediately if you would like to cancel your order. We cannot guarantee we can change your order in time before it is shipped out. 

How do I track my order?

Once payment has cleared and the order is sent out, you will receive an email with your tracking information. 

What does pre-ordering a Wuxly item mean?

If you select pre-order an item, you would be first in line to receive the item once manufacturing is complete!

What if I want to gift your outerwear to someone?

Please indicate in the Special Instructions box upon check out that the order is a gift, and include a special message if you’d like – we’ll make sure your message is included in the box. Just remember to fill in YOUR information as the billing address, and the receiver's info as the shipping address if you want the order sent directly to them. 

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Where does Wuxly ship to?

All of our products can ship worldwide! Our Movement may have started in Canada, but we can be found across the world, help us spread warm vibes even further!

How much do I pay for shipping? Do you offer express shipping?

For Canadian + American, we offer FREE standard shipping and $35 CAD express shipping. 

For international, we offer $50 CAD standard shipping and $100 CAD express shipping.

When will my order be shipped?

All orders are shipped on Monday through Friday between 9:00 AM to 5:00 PM EST in our branded boxes or soft pouch slips. All in-stock orders are shipped out within 1 to 2 business days (excluding holiday periods) and should arrive shortly thereafter. Items on pre-order or back-order will ship upon manufacturing completion.

How long will it take for my order to arrive?

Shipping times vary depending on location and the shipping method selected at the time of purchase.

Am I able to ship to another address?

Yes, just make sure to fill in your preferred address under shipping address.

Do you ship to PO boxes or forwarding agents?

We do not ship to PO boxes or landing companies as our packages require a signature from the recipient. 

Will I be charged with duties and customs fees if I am shopping internationally?

If you are an international friend, all duties and customs will be at the sole responsibility of the customer. Please familiarize yourself with your local customs before purchasing, as we are not responsible for these fees. 

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RETURNS

What is your return policy?

We are happy to accept all Wuxly products in its original condition for full return or exchange within the first 30 calendar days upon purchase of your Wuxly item. Click for more information on our Return Policy.

Can I return Wuxly items purchased from a retailer?

No, we only accept returns purchased directly from our online web-store, please contact the retailer you purchased your Wuxly product from to discuss returns.

Can sale items be returned?

Yes, items purchased on sale can be returned as long as they comply with our Return policy. Click for more information on our Return Policy.

What do I do if I received damaged merchandise?

We repair any manufacturing-related damage or replace the product if a repair is not possible. If your Wuxly outerwear requires a manufacturing related repair, please refer to our Wuxly Warranty section to start your request. Click to read more about our Wuxly Warranty.

Where can I find my return label to ship back my item?

You must fill out a request form under our Returns + Exchanges section in order to initiate a return and get a return label. Click here for more information.

How long does it take to receive a refund?

Once your return is received and inspected, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, as long as your outerwear passes our inspection listed in our return policy. Please allow 7 business days upon receipt of your returned goods for your request to be processed. Posted transactions vary on the financial provider. 

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EXCHANGES

How do I process an exchange?

If you are in need of an exchange, please refer to our Returns + Exchanges section to initiate your request. You must initiate your exchange request within the next 30 calendar days upon purchase of your item to be eligible. Click to read more about our Exchange Policy.

What do I do if I received the incorrect item?

We apologize for the mistake. Please initiate an exchange request under our Returns + Exchanges section. Once again, the request must be initiated within the next 30 calendar days upon purchase.  Click to read more about our Exchange Policy.

What do I do if the item I wish to exchange for is sold out?

We can offer you a different colour in the same size or if available, put you on a pre-order list for the next manufacturing fulfillment of that item. 

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WARRANTY + REPAIRS

How can I request a repair in North America?

If you find your outerwear is in need of repair due to a manufacturing defect, you may be covered under our Wuxly Warranty. Please read through the details on our warranty page by clicking here.

What do I do if I need a repair and I am located outside of North America?

Please refer to our Wuxly Warranty section to initiate a request by clicking here.

I have a repair that’s not manufacturing related. Can Wuxly still take care of it? 

We may be able to repair your outerwear at a cost. Please refer to our Wuxly Warranty section to initiate a request by clicking here.

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MANUFACTURING

Where are Wuxly’s products made?

All of our products are made with love and warmth in Canada.

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PRODUCT & SIZING

How can I determine my size?

Click to view our size charts. Contact us directly via hello@wuxly.com for further sizing questions, or to schedule an appointment to visit our showroom.

Can you custom make a outerwear?

We do not manufacture custom outerwears. If you are interested in collaborating, please e-mail us at hello@wuxly.com. 

I saw something online or on your social media channel that I can no longer find. What happened?

The outerwear may have been a sample or an older style, which we do not carry anymore or a new collection we are working on. Nonetheless, feel free to reach out to us with the style and size you need in case there’s one left in stock and it’s your lucky day.

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PRODUCT CARE

How do I wash and care for my outerwear?

For best results we recommend dry cleaning. If you want to wash your outerwear at home we recommend washing your outerwear in the washing machine at 30 degrees and drying it in the dryer under "delicate" mode or simply letting it dry on a flat surface.

How to store my outerwear? 

  1. Following winter season, be sure you store your Wuxly outerwear in the cleanest condition possible. Specifically, ensure your outerwear is free of dirt, sweat and oils. This will prevent degradation from the fabrics. 
  2. Hang your outerwear vertically to help preserve the insulation positioning and alignment. 
  3. Use a garment bag to protect your winter outerwear from contact and friction. 
  4. Store your winter outerwear in a dark, moisture-free environment/space. 

INSULATION MIGRATION

Our winter outerwear use military-grade synthetic insulation technology - Primaloft. However, due to natural characteristics of the insulation, some material may protrude along the seam from friction and static electricity - this is known as “insulation migration process”. In the event this occurs, here are some tips to stop and/or curtail the migration process.
  1. For mild occurrence of migration, an outerwear gleener can be used to remove insulation and restore the outerwear appearance.
  2. A complimentary gleener can be sent by Wuxly, or be purchased at most department stores at a relatively affordable cost.
  3. For best results, do not pull the insulation out. 
  4. From the inside of the outerwear, pull back the insulation as to separate it from the outer shell. With your hand, pull back on the insulation in a "claw" like motion.
  5. Should the issue persist, or should you have any further questions as to how to prevent insulation migration, you can book an appointment to come to our Design House OR reach our Customer Service Team at hello@wuxly.com or at 647  812 5479. 

If insulation migration progresses beyond a mild level, we can offer to repair/replace your outerwear, in which case, you would be responsible for shipping costs. Please refer to the Wuxly Warranty section to submit a request.

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PRICING & PROMOTIONS

Do you offer price adjustments?

A one-time price adjustment may be possible within 10 calendar days of purchase, related to items sold on our website. Wuxly does not offer retroactive price adjustments after this 10 day period has passed.

Do you offer any price matches with other websites, retailers, and/or consumer shows?

As Wuxly Movement operates separately from our retail partners, we do not offer a price matching in this instance. 

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Don’t see your question here? E-mail us at hello@wuxly.com.