Frequently Asked Questions

The answers below summarize how we operate. For complete terms, see our Shipping Policy, Returns & Refund Policy, and Terms and Conditions; if anything here differs from those policies, the policies govern.

1. Shipping

How long until my order ships?

Most orders ship within 1 to 3 business days. You will receive a confirmation email when your order is placed and a second email with tracking when it ships.

Who delivers my order?

We ship via USPS, UPS, and FedEx, choosing the service best suited to each package. Fragile vintage pieces are packed by hand with particular care.

Do you ship internationally?

No. We currently ship within the United States only.

How much does shipping cost?

Rates are calculated at checkout based on your order's weight, size, and destination, so you see the exact cost before paying.

2. Returns

What is your return policy?

Eligible items may be returned within 14 days of delivery. Email us first at hello@severedwing.com with your order number to get your return authorized. Full details are in our Returns & Refund Policy.

What can't be returned?

Final Sale items, opened body care and fragrance, burned candles, unsealed records and books, and custom pieces. All items are subject to final sale if Severedwing LLC deems necessary.

When will I get my refund?

Once your return arrives and passes inspection, refunds go back to your original payment method, usually within 5 to 10 business days depending on your bank.

4. Damaged Orders

My order arrived damaged. What do I do?

We are sorry, and we will make it right. Email hello@severedwing.com within 5 days of delivery with your order number and photos of the item and its packaging. Depending on what is possible, we will send a replacement or refund you in full including shipping. You will never pay return shipping on a damaged item.

5. Tracking

Where is my tracking number?

It is emailed to you when your shipping label is created. If you cannot find it, check your spam folder, then email us with your order number.

My tracking hasn't moved.

Tracking can take up to 24 hours to update after the label is created, and carriers occasionally scan late. If there is no movement for 7 days, use the tracking number provided to contact the shipping carrier.

6. Customer Support

How do I reach you?

Email hello@severedwing.com or use the contact form on the Site. We respond within 1 to 3 business days, often sooner.

What payment methods do you accept?

We accept the credit, debit, and other payment methods made available through Squarespace Payments at checkout. Payment details are handled securely by our processor and are never stored by us.

Do you restock sold items?

Stocked lines such as candles and body care are restocked regularly. Vintage and one-of-a-kind pieces are not; each is the only one we will ever have.