The shop homepage promises free express shipping over $150 and "Free Returns and Exchanges", but the footer links that should back this up, Shipping, Returns and FAQs, open pages with nothing under the heading. Shoppers check exactly these pages before a first order, and Wantable's Trustpilot complaints are about the same subjects: charges after returns, refunds of the styling fee, and a $200 temporary card authorization nobody expected.
First action
Paste the current shipping and returns policy into the two empty pages today.
How to measure it
Support contacts about charges and returns
- Now
- –
- Target
- -25%
- By
- 90 days
Steps
Gather the rules
Shop and Edit shipping, returns, fees, authorization holds.
Director of Customer Experience 2 days
Write the pages
Short sections with examples.
Content Manager 2 days
Legal check
Policy wording matches the terms.
Legal 2 days
Publish
Shipping, Returns and FAQs on the shop.
Shopify Developer 1 hour
Link everywhere
Checkout, order emails, help center.
CRM and Retention Manager 2 days
Add FAQ markup
Question and answer structured data.
Shopify Developer 1 day
Measure
Tickets and reviews mentioning charges.
Director of Customer Experience monthly
Why it works
Write the three pages in plain language: shipping speeds and costs, how a shop return or exchange works and how long the refund takes, how shop orders differ from Edit returns, what the styling fee and the temporary authorization are and when they are released, and how to reach a person. Link them from checkout, order emails and the help center, and mark the FAQ up so search engines and assistants can quote it.
Clear policies remove the last doubt before a first purchase and head off the support tickets, chargebacks and one-star reviews that start with "I was charged".
Ready to use
ChecklistPolicy pages checklist
[ ] Shipping: speeds, costs, $150 threshold, carriers [ ] Returns: shop vs Edit, window, label, refund timing [ ] Exchanges: how and how fast [ ] Styling fee: when credited or refunded [ ] Temporary card authorization: amount and release [ ] How to reach a person, with hours [ ] Links from checkout and order emails [ ] FAQ structured data
Risks and how to handle them
Policy differs between shop and Edits
Say so in one table instead of hiding it.
Pages go stale
Name one owner and review each quarter.
Evidence
- Your websiteShop footer links (checked October 20, 2026): "FAQs", "Shipping" and "Returns" open shop.wantable.com pages that show only their heading; the Shipping page body is two empty paragraphs, and the store's page feed lists all three with no text. The homepage promises "Free Express Shipping over $150+", "Free Returns and Exchanges" and free gifts above $100 and $150.Source
- TrustpilotWantable on Trustpilot: TrustScore 3.7 from 2,181 reviews, 87 of them in the last 12 months. Recent complaints: charges after returns or for items customers say they never received, slow or automated support, stylists ignoring size, color or "no sweaters" preferences, trouble cancelling or getting the styling fee refunded, and confusion over a $200 temporary card authorization. The company replies to most negative reviews.Source
- Your websitePersonal styling landing page on the shop: "$20 Styling Fee | Credited back when you keep 1+ item(s)"; "Wantable customers save an average of 2.5 hours"; "4.7 avg rating", "100+ premium clothing brands", "Free Shipping & Returns". The same page says both "4.5+ million boxes styled" and "5M+ boxes styled".Source
- Your websiteCustomer care on the shop: email and phone, Monday to Friday 7am-9pm PST and weekends 9am-6pm PST; "Track Your Order" requires logging in.Source