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Your Home for Sustainable Shopping Lifestyle, Beauty, Home, Fashion & Kids | Global Shipping

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FREQUENTLY
ASKED
QUESTIONS/
Need Further Help?

Find our Live Chat icon at the bottom right of your screen or contact us via email at hello@wildfabrik-p2.mystagingwebsite.com

We’ll be happy to assist and try to reply to our customer queries within 24 hours. Please check your junk mail folder to make sure our reply has not been swallowed up somewhere along the line.

+ - ARE THE PRODUCTS LISTED ON YOUR WEBSITE SUSTAINABLE AND ETHICALLY MADE?

At WILD FABRIK, we are passionate about sustainability and all of the brands we work with are committed to offering better choices. Each brand has a different focus and more information on how their products are made can be found within their pages.

+ - WHAT DOES YOUR RATING SYSTEM MEAN?

Our rating system gives you information about which sustainability aspect (eco-friendly materials, fair trade, vegan, etc.) each of our brands is focused on, so you can make better choices that matter to you.

+ - DO I NEED AN ACCOUNT TO PLACE AN ORDER?

Placing an order on our website can be done either through your WILD FABRIK account or through our guest checkout by using your email address.

+ - HOW DO I PLACE AN ORDER?

To place an order on our website, simply go to the item you’re interested in buying and click ‘ADD TO CART’. You can do this with as many products as you’d like to purchase. To finalise your order, click on the cart icon in the top right hand corner of the page and then ‘PROCEED TO CHECKOUT’. Fill in your billing and payment details, click on ‘PLACE ORDER’, and – congrats! – your sustainable purchase is now on its way to you!

+ - I AM HAVING TROUBLE BUYING FROM YOUR WEBSITE, WHAT SHOULD I DO?

If you are having any trouble purchasing items from our website, please contact us through our Live Chat(Sunday – Thursday, 9am-5pm UTC+4) or drop us an email at hello@wildfabrik-p2.mystagingwebsite.com and we will look into this for you. It would be very useful if you’re able to send through a screenshot of the issue you are encountering.

+ - HOW DO I FIGURE OUT MY SIZE?

We try to bring you solutions that are beautiful and unique from brands that are located all over the world. Each of our brands has different sizing and their product size guide is included in each product description.

+ - WHAT IF MY SIZE IS OUT OF STOCK?

If your size for a specific product on our website is out of stock, you can subscribe for alerts by adding the item on your Wishlist in the product description and we’ll notify you by email when it’s back.

+ - THE ITEM I WANTED IS SOLD OUT. IS IT COMING BACK?

If an item you were looking for on our website is sold out, you can subscribe for alerts by adding the item on your Wishlist in the product description and we’ll notify you by email when it’s back.

+ - IS THE PACKAGING SUSTAINABLE AND RECYCLABLE?

At WILD FABRIK, we do our best to make sure that every item you receive comes in a sustainable and recyclable package. However, additional packaging might be used during logistical processes which are beyond our control. We try to offset that through our multiple Give Back campaigns.

+ - WILL YOU EXPAND YOUR PRODUCT RANGE IN THE FUTURE?

We are always on the lookout for new sustainable brands to add to our collection. Subscribe here to stay on top of our latest additions.

+ - HOW CAN I PAY FOR MY PURCHASE?

You can pay for your online purchase with Visa or MasterCard debit or credit cards, as well as American Express, PayPal, GooglePay and ApplePay.

+ - DO YOU OFFER SECURE AND SAFE CHECKOUT?

Our checkout uses Telr for 100% secure and safe transactions. Your credit/debit card details and personally identifiable information are NOT stored, sold, shared, rented or leased to any third parties.

+ - WILL I BE CHARGED VAT?

For orders from our website, you will be charged VAT only if you are located in the UAE and the brand you’re purchasing items from is UAE-based.

+ - WILL I BE CHARGED IMPORT DUTIES OR TAXES?

Import duties and taxes for international shipments may be liable to be paid upon arrival in the country of destination. This varies by country, and WILD FABRIK encourages you to be aware of these potential costs before placing an order with us. Import duties and taxes are calculated at checkout based on the country of origin and weight of the product you’re ordering.

+ - WHEN IS PAYMENT TAKEN FROM MY CARD?

Your card will be charged as soon as your order with us has been processed and confirmed, which is usually done within the same day.

+ - WHAT CURRENCIES CAN I PAY IN?

Our payment provider processes payments in Emirati Dirhams, Euros, British Pounds, or US Dollars. The displayed price and currency selected by you will be the same price and currency charged to your card and printed on the transaction receipt.

+ - DO YOU OFFER PAYMENT CONFIRMATION, RECEIPTS, AND INVOICES?

When your purchase with us has been processed and completed, you will receive a full invoice us at your email address.

+ - MY PAYMENT WAS DECLINED, WHAT SHOULD I DO?

There can be a number of reasons why a payment is declined. Our payment provider is also unable to process payments made from a country we do not currently ship to.

If you had multiple unsuccessful attempts, our payment provider may place a 24-hour block on your card as a fraud prevention measure.

If the above reasons do not apply to you, please check with your bank or card provider.
If you have any further questions or need further assistance, feel free to contact us at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday – Thursday, 9am-5pm UTC+4).

+ - HOW DO I REDEEM A COUPON CODE?

To redeem a coupon you have received, enter the coupon code number in the designated box above your billing details at the checkout. The coupon amount will then be deducted from your total order.

+ - MY COUPON CODE IS NOT RECOGNISED, WHAT SHOULD I DO?

If your coupon code is not recognised at checkout, please try entering the number again at the designated box. If you are still encountering issues, please email us at hello@wildfabrik-p2.mystagingwebsite.com or contact us through our Live Chat (Sunday-Thursday, 9am-5pm UTC+4)and we’ll be happy to assist you.

+ - I DIDN’T RECEIVE AN ORDER CONFIRMATION, WHAT SHOULD I DO?

You should receive an order confirmation on your registered email address once your order has been accepted and confirmed. Please make sure to check your junk mail folder and don’t hesitate to contact us at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday – Thursday, 9am-5pm UTC+4) if you need further assistance.

+ - CAN I CHANGE OR CANCEL AN ITEM FROM MY ORDER?

You can change or cancel an item from an order you’ve placed with us before the order has been dispatched. You can contact us directly at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday – Thursday, 9am-5pm UTC+4) to check if the shipping stage of your order allows the desired changes

+ - CAN I CANCEL MY ORDER AFTER I’VE PLACED IT?

If you change your mind before you have received your order, we are able to accept cancellations and issue a full refund at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

+ - IF I BUY MULTIPLE ITEMS, WILL EVERYTHING COME PACKAGED TOGETHER?

We are striving to package everything together in order to avoid excess packaging, increase efficiency, and reduce environmental impact. However, we are a multi-vendor marketplace and there are factors beyond our control that affect the packaging, such as the number of ordered items, the different countries of origin, and the logistics provider practices.

+ - WHAT IF AN ITEM I RECEIVED IS FAULTY?

If you received a faulty item, please contact us directly at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday-Thursday, 9am-5pm UTC+4) to arrange an exchange or a return.

+ - WHAT IF THERE’S AN INCORRECT OR MISSING ITEM FROM MY ORDER?

If an item from your order is missing or is incorrect, please contact us directly at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday – Thursday, 9am-5pm UTC+4) and we’ll be happy to investigate what happened with your order and offer solutions.

+ - WHAT COUNTRIES DO YOU SHIP TO?

At the moment, we are shipping only to addresses within the UAE.
But stay tuned, more countries will be added soon!

+ - WHERE DO YOU SHIP FROM?

At WILD FABRIK, we bring you beautiful and sustainable solutions from brands located all over the world. To find out more about each brand’s country of origin, please visit our partner brand’s page here.

+ - HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Domestic shipments are usually in transit for 2-7 days, whereas orders shipped internationally are in transit for 4-10 days. This varies greatly depending on the country your items are being shipped from and the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

+ - HOW MUCH DOES SHIPPING COST?

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Since WILD FABRIK is a multi-vendor marketplace, shipping costs will vary as per each brands shipping policy for both international and local deliveries.

+ - ARE CUSTOMS AND DUTIES INCLUDED FOR ORDERS SHIPPING TO THE UAE?

Customs and duties for international shipments may be liable to be paid upon arrival in the country of destination. This varies by country, and WILD FABRIK encourages you to be aware of these potential costs before placing an order with us. Import duties and taxes are calculated at checkout based on the country of origin and weight of the product you’re ordering.

+ - CAN I CHANGE MY DELIVERY ADDRESS AFTER I’VE PLACED MY ORDER?

If you need to change your delivery address, please contact us at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday – Thursday, 9am-5pm UTC+4) within one hour of placing your order to ensure it hasn’t been dispatched yet.

+ - HOW CAN I TRACK MY ORDER?

You can track an order you’ve placed with us through the tracking link and number included in the confirmation email you will receive after your order has been dispatched. This way, you can follow the progress of your delivery based on the latest updates made available by the shipping provider.

+ - WHAT'S YOUR RETURN AND EXCHANGE POLICY?

Each of our brands has their own return, refund, and exchange policy with relevant processing times, which are listed in the brand’s store on our website. If you wish to arrange a return, refund or exchange of an item, please refer to the relevant brand’s policy and submit your request at hello@wildfabrik-p2.mystagingwebsite.com for the vendor to process.

Please note that we only accept returns if their delivery packaging has not been opened or the products are damaged or incorrect.

+ - I DIDN’T RECEIVE A TRACKING LINK AND NUMBER, WHAT SHOULD I DO?

If you didn’t receive your tracking link and number in your email confirmation, please contact us at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Monday-Friday, 9am-5pm UTC+4) and we’ll be happy to assist.

+ - MY ORDER STATUS SHOWS ‘DELIVERED’ BUT I HAVEN’T RECEIVED IT, WHAT SHOULD I DO?

Please contact the courier company to check if you have received a missed delivery notice and that your parcel hasn’t been left in a safe space at their offices. If you need any further assistance, don’t hesitate to contact us at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday-Thursday, 9am-5pm UTC+4) and we’ll be happy to look into the matter for you.

+ - MY PARCEL ARRIVED DAMAGED, WHAT SHOULD I DO?

If you receive a parcel damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact our customer service at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Sunday-Thursday, 9am-5pm UTC+4) so we can investigate further.

+ - WHAT'S YOUR RETURN AND EXCHANGE POLICY?

Each of our brands has their own return, refund, and exchange policy with relevant processing times, which is listed in the brand’s store on our website. If you wish to arrange a return, refund or exchange of an item, please refer to the relevant brand’s policy and submit your request at hello@wildfabrik-p2.mystagingwebsite.com for the vendor to process.

Please note that we only accept returns if their delivery packaging has not been opened or the products are damaged or incorrect.

+ - HOW DO I RETURN AN ITEM?

Please note that we can only accept returns of products that have not been tampered with, are sealed, and remain in the original packaging. If all these conditions are met, please notify us first at hello@wildfabrik-p2.mystagingwebsite.com, wrap the unused item/s securely in the original package, ship it back to us using a registered courier service, and we will issue a full refund or replace accordingly.

We appreciate any feedback that you may have about a product, so please be sure to tell us why you are returning it.

+ - WILL YOU REFUND MY SHIPPING FEES IF I MAKE A RETURN?

Kindly note that the value of any shipping and handling fees paid, including import tax, are non-refundable.

+ - WHEN CAN I EXPECT MY REFUND?

Once your return is received and accepted, your refund will be processed to store credit for a future purchase on our website or alternatively restore the amount to your original payment method if requested. We will notify you by email once this has been completed.

+ - CAN I RECEIVE MY REFUND INTO A DIFFERENT BANK ACCOUNT?

For security purposes, we apply all refunds onto the original mode of payment.

+ - MY REFUND IS INCORRECT, WHAT SHOULD I DO?

If the refunded amount you received is incorrect, please contact us directly at hello@wildfabrik-p2.mystagingwebsite.com or through our Live Chat (Monday-Friday, 9am-5pm UTC+4) and we’ll be happy to investigate what happened with your refund and offer solutions.

+ - I FORGOT MY ACCOUNT PASSWORD, HOW DO I RESET IT?

If you’ve forgotten your account password, simply click on ‘Lost your password?’ from the Login options, and we’ll send you an email to safely reset it.

+ - I CAN’T ACCESS MY ACCOUNT, WHAT DO I DO?

If you’re encountering any difficulties accessing your WILD FABRIK account, please contact our customer support through our Live Chat (Sunday-Thursday, 9am-5pm UTC+4) or by email at hello@wildfabrik-p2.mystagingwebsite.com

+ - THE ITEMS IN MY CART DISAPPEARED AT THE CHECKOUT, WHAT HAPPENED?

 This could be due to a browser time out, or the unlikely event that the vendor has removed the product you have ordered from their store. If you have any concerns please contact our customer support through our Live Chat (Sunday-Thursday, 9am-5pm UTC+4) or by email at hello@wildfabrik-p2.mystagingwebsite.com.

+ - HOW CAN I SUBSCRIBE TO YOUR NEWSLETTER?

To receive exclusive offers and news from us, you can sign up to our newsletter here.

+ - HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTER?

You can unsubscribe from our newsletter by changing your preferences in your WILD FABRIK account settings or by selecting ‘unsubscribe’ at the bottom of one of our emails.

+ - HOW CAN I SIGN UP FOR NOTIFICATIONS ABOUT NEW COLLECTIONS?

You can opt for alerts about our new collections by ticking the alerts box in your WILD FABRIK account settings.

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