FAQ
Shipping & delivery
How long does it take for my order to be processed and shipped?
Our processing times average three to five business days. Bulk orders may take longer to process and ship depending on the item and quantity.
How can I track my package and receive updates on its delivery status?
Once your package has shipped, you can track it with the tracking number that we'll provide you.
What is the estimated delivery time for my order?
You can expect to receive your orders within two to eight business days after shipment. Please also note there may be increased shipping times due to inclement weather.
What happens if my package is lost or damaged during shipping?
In the unlikely event that your package is lost or damaged during shipping, please contact us immediately so that we can initiate a claim or replacement.
If I order multiple items, how will they be shipped?
If you order multiple items, there is a possibility that they are shipped separately based on the warehouse location in which they are produced and packed.
Can I change the shipping address after I have placed the order?
If you need to change the shipping address after placing your order, please contact us as soon as possible. We'll do our best to accommodate your request, but it may depend on the stage of the shipping process and the policies of our shipping carriers.
Returns
Can I return a product if I have opened it or used it?
We understand that sometimes a product may not meet your expectations even after you've opened or used it. Depending on the product and the condition it's in, we may be able to offer a return or exchange. Please email us for more info.
Do I have to pay for shipping when returning a product?
In most cases, you'll be responsible for the shipping cost when returning a product. However, we may provide free return shipping for certain products or under certain circumstances.
How long does it take to receive a refund after a return has been processed?
Once we've received and processed your return, it can take several business days for your refund to be issued. The exact timeframe may depend on your payment method and bank processing times.
Can I return a product if it causes an allergic reaction or doesn't work for my skin type?
Your satisfaction is our top priority, so we want you to feel confident in your purchase. If a product causes an allergic reaction or doesn't work for your skin type, please let us know and we'll do our best to provide a solution, which may include a return or exchange.
Can I return a product that was purchased with a promotion or discount code?
Products purchased with a promotion or discount code may be subject to additional terms and conditions. Depending on the promotion, we may not accept returns or exchanges for these products.
Coupon Codes & Bulk Orders
How does the free shipping discount work?
Use code FREESHIP75 to get free shipping on domestic USA orders over $75. The free shipping discount code cannot be combined with other coupon codes but is eligible on sale items. Free shipping discount is eligible for shipping costs up to $25.
Note: For bulk orders, please reach out directly for a quote, as you may be eligible for a greater discount.
Can I combine coupon codes?
Unfortunately, you will not be able to combine coupon codes for one purchase.
I have a thank you coupon code that I received after purchasing from the On the Wall LA Etsy store. May I use that here?
Yes! You may use your Etsy thank you offer for one purchase here on this site. Coupon does not apply to sale items.
Do you support bulk orders?
Yes, we do! For bulk orders, please send a message via our contact form or send an email to hello@onthewallla.com. In your message, please include the specific item(s) you are interested in, approximate quantity, and zip code to which the items will be shipped.