FAQ's
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 a $100 credit towards our Canadian-made, animal-friendly products by trading up a down-filled and fur-trim goose-down outerwear that is then donated to someone in need. Please note that if you participate in the Trade Up Program, your new Wuxly parka will only come with a one-year Manufacturer’s Warranty. Please see our Live Warm Trade Up Program on how you can join the Movement!
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
- Splitit
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.
What is Splitit?
Splitit is a financing option on all Wuxly products that allows you to split your payments instead of paying all up-front. Choose Splitit at checkout and use your favourite credit card to split your payment into smaller, bite-sized pieces to pay over time. Those pieces are kept small because with Splitit there are no interest charges or fees - so more of your money stays your money to spend on the things you need. Since it’s your credit, there are no applications or credit checks to make things complicated. And you continue to earn your points and rewards. As payments are being charged to your credit card, you may be charged interest or charges imposed by your credit card issuer under their agreement.
Order & Purchases
Where can I purchase Wuxly Movement products?
Our products can be purchased through our website.
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.
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.
Returns
What is your return policy?
We are happy to accept all full price Wuxly products in its original condition for full return within 21 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?
No, sale items are final sale but they will still be valid for warranty.
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 found under our Return Policy in order to initiate a return and get a return label.
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.
Can I exchange my item?
Yes! We are happy to give you one free exchange per purchase to help you find your perfect Wuxly. First fill out the Return Request Form found in the Return Policy.
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.
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.
Manufacturing
Where are Wuxly’s products made?
All of our products are made with love and warmth in Canada.
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 outerwear?
We do not manufacture custom outerwear. 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.
Do you sell your products in-store anywhere?
We are always popping up from time to time. To see our most current pop-up shops click here.
Product Care
How do I wash and care for my outerwear?
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.
What is 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. For best results, do not pull the insulation out.
- 3. 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.
- 4. Should the issue persist, or should you have any further questions as to how to prevent insulation migration, reach our Customer Service Team at hello@wuxly.com or call 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
Pricing & Promotions
Do you offer price adjustments?
We do not offer price adjustments on previously purchased items.
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.
Wholesale
Do you offer wholesale opportunities?
Interested in selling Wuxly in your retail location or online shop? Please contact us at hello@wuxly.com
Still Need Help?
Email us below or at hello@wuxly.com or call toll-free at +1 (647) 812-5479
We're availble Monday to Friday from 9am to 5pm
EMAIL US- Sustainable
- Free Shipping & Returns
- Animal-Free
- Made in Canada