Refund Policy

Write to support@getwhim.app as soon as you can, or use the order's support option in the app. If the shop has not started preparing your order, we cancel it and refund you in full. Once a courier is on the way, the order can no longer be cancelled.

Whim carries orders from independent shops and does not take ownership of what they sell, so returns, exchanges and size swaps follow each shop's own policy. Whim includes the store receipt with every order; keep it, since the shop will ask for it. Take the item and the receipt to the shop, or write to us and we will coordinate with the shop where we can. Whim does not process product returns directly.

If something is wrong with your delivery, such as a damaged item, a missing item, the wrong item, or a delivery that did not arrive, tell us within 48 hours of the delivery, through the order in the app or by email, with a photo where there is something to show.

Every refund or Whim Credit decision is reviewed by a person; the decision is never automatic. Our support chat helps you submit the claim quickly and gathers the details we need.

• Items damaged during delivery.
• Items missing from the order.
• The wrong item delivered.
• An order that was not delivered, or a failed delivery that was Whim's fault.

It does not cover change of mind, items that did not meet personal expectations, sizing, or items that were accurately described by the shop. For those, use your store receipt to return or exchange in store.

A refund covers the items concerned and the tax on them. Delivery fees and courier tips are not refunded unless the delivery itself was not completed. Where it is the fairer answer, we may offer Whim Credit instead of a refund, and you can decline it. Once a teammate approves a refund, Whim Credit lands in your account immediately and a refund to your card takes 5 to 10 business days to appear.

If a delivery cannot be completed because the address was wrong, access was not possible or nobody could receive it, we schedule a second attempt at no charge. Further attempts are billed as described in the Terms of Service. After three failed attempts the order goes back to the shop and we refund the items, less the original delivery fee and any re-attempt fees.

A Whim Card is a prepaid balance for the person it was sent to, with no fees, and it stays valid for nine years from the day it is sent. It is not redeemable for cash except where the law requires it. If you sent a card by mistake, write to us before it is redeemed and we will help.

Whim Delivers, LLC, New York, NY. support@getwhim.app. We usually answer within one business day.