FREQUENTLY ASKED QUESTIONS
Thanks for visiting us!
We are passionate about changing the world, no matter how small the action is—and you’re an amazing part of it. Our commitment is to make your experience with ME to WE convenient and worry-free! If you have any questions, take a look at our FAQ below. Don’t see an answer or would like to send a note to us? Use the contact form below and we’ll be sure to get back to you within 48 hours.
If you ordered #GirlLove products:
Thank you for supporting Girl Love, and Lilly Singh’s birthday wish to empower girls with education! All #GirlLove products will be shipped starting November 10. Once your order is shipped, if you have purchased trackable shipping, you’ll be able to check where your package is.
Sometimes, we want to share the most exciting new products with you right away (we can’t wait)! If you see “Pre-Order” on a product, that means the products are still being made by women in Kenya.
How does it work? Check the product page online—if the item is on pre-order, look in the description for the date it will be shipped.
Then, you can place your order and pay for the product. When it’s ready, we will ship it to you! Once it is shipped, you will receive a confirmation email.
All orders placed on Monday to Friday will be processed the following business day.
If you ordered an item with a specified ship date or pre-order, your items will be shipped on that date to make their way to you.
You can check the status of your order by logging into your ME to WE Shop Account here. If this changes, we’ll send you an email to let you know what the new delivery date will be.
If you purchased trackable shipping, once your order is shipped from our warehouse, you’ll receive an email with your tracking number. You can use this code on the website of the shipping provider your order is being sent with, to see where your order is.
If you don’t receive an email with your tracking information after 4-6 days, fill out the contact form below under “Tracking and Order Status”, and we’ll be sure to help within 24 hours.
We are so thankful for your support, and will always do our best to ensure your order gets to you on time. On rare occasions, there can be delays with the postal service or courier once your order is shipped. ME to WE is not responsible for these kinds of delays, and your shipping provider should provide status updates on your package if this is the case.
We’re excited to bring the WE movement around the world, and can ship to the countries listed below. At this time only U.S. and Canadian orders are eligible for free shipping promotions, but we are always growing and continuing to look for ways to improve our services.
Please note that items purchased online can be returned by mail only, and in-store purchases can be returned only in-store. For online orders, unauthorized returns are not accepted—please request a refund form before you return your items.
Shipping costs are calculated based on the weight and dimensions of your order, location of delivery, and the services offered with your chosen method of shipping. We offer free shipping with tracking information for orders over $100 before taxes in Canada and the U.S.
Don’t worry—help is here! For orders outside of Canada and the United States, select the International option on the top right side of our website (see below!)
After choosing your items and proceeding to checkout, you’ll be given an option to enter your address. Then, shipping costs to your region will be calculated.
International shipments always include a period of review by customs and border services. Depending on the number of packages and shipments that they are reviewing at the time your package arrives, this may take longer than expected.
Use your order tracking number to keep track of the status of your order to determine if there are any next steps. Sometimes, you will need to fill out an additional customs form or pay additional duties or taxes determine by local governments. ME to WE has no influence on customs regulations and is unable to help or expedite the process.
Don’t have a tracking number? Your best bet is to reach out to your local customs office to determine next steps to ensure clearance of your package.
We understand that you’re eager to get your world-changing items as soon as possible! Unfortunately, we’re unable to guarantee or confirm the date of arrival on any orders. Shipping times are entirely dependent on the amount of shipments being made on any given day and ME to WE has no influence on shipping timeframes. To get your order as quickly as possible, we recommend purchasing an expedited and trackable shipping method. If you are able to, you can also purchase your desired product at one of our partner locations or our WE Store in the CF Toronto Eaton Centre.
ME to WE has no influence over determining which products are or are not subject to duty or taxes, or the amount required. Duties and taxes are determined by local governments, and are a common requirement on international shipments, determined by the existence or non-existence of trade agreements between the country of production and the country of receipt.
Often, if you’re not home to receive an order when it’s delivered, shipping companies will leave your package at an alternative location for pick-up. If you can’t find your order, we suggest calling your shipping provider to ask for the details of the delivery and where your order was left for pick-up.
Refunds & Exchanges
Don’t love your purchase? No problem! We’re happy to issue a full refund of your item(s) within 45 days of the shipment date. Just email us at firstname.lastname@example.org and we’ll send you a product return slip to insert into your return package.
Please make sure you return products in the condition in which they were received and with all original materials and packaging (including, but not limited to clothing tags). Your refund amount will include the purchase price and applicable taxes—original shipping charges are non-refundable. For hygiene reasons, earrings are final sale.
Also, please note that items purchased online can be returned by mail only, and in-store purchases can be returned only in-store. For online orders, unauthorized returns are not accepted, so please request a refund form before you return your items.
Everyone changes their mind sometimes—no worries! As long as stock is available, we’ll exchange your item(s) within 45 days of shipment. Email us at email@example.com and we’ll send you a product return slip—let us know what colour/size/etc. you’d like to exchange your item(s) for, and insert it into your return package. Please note that original shipping charges on exchanged items are non-refundable.
We’re proud to partner with a number of retailers to sell our socially conscious products! All refunds and exchanges of products purchased at our partners’ retail locations must be made through their retail outlets and are subject to their return/exchange policies. Please return to the original store where you purchased your product with all the original packaging and receipts and they will be able to help you. We appreciate your continued support of WE!
We apologize for the issues with your WE Gift Card. Please make sure you are entering the Gift Card code on the checkout page underneath “Payment Method.” If the issue persists, please complete the contact form below with your gift card code and we will reply within 24 hours with an update and resolution.
Currently, the methods of payment we accept are: Visa, Visa Debit, MasterCard and American Express.
If you have trouble using your credit card, please contact your financial institution and confirm their ability to support online payments. If you’re using a VISA Debit card, please be aware that your issuing bank may place a temporarily hold on your account equal to all authorizations required for your purchase. This may lead to an overdraft situation. If this happens, please note that ME to WE is not capable of releasing these funds, and is not responsible for any overdraft charges.
That’s amazing! Thanks for supporting WE and making an even bigger impact with your fundraising. Using the form below, please select “Fundraising”, and let us know what product you would like to order, the quantity you need and how you will be using it to fundraise. A member of our team will be in touch with you shortly!
If you are fundraising through WE Schools or WE Are Rafikis, click the “Fundraising” link at the top left of our site, and read more about how your school can be involved.
All of our products are suitable for people 12 and older, or with parental guidance.
You can wear your Rafiki for as long as you want—thanks for repping WE every day! To make sure your product lasts as long as possible, we recommend removing it when taking a shower or swimming, and ensuring that it is not wrapped on your wrist too tightly.
Thanks for tracking your impact—we’re sorry you ran into trouble with your code! Using our contact form below, send us a message so we can help. We need to know the product you have purchased, the Track Your Impact code on your package and the numbers underneath the barcode
We have lots of world-changing donations available—thank you for supporting WE Charity! You can make a donation, sponsor a child’s education and purchase other donation items at: https://www.we.org/donate
ME to WE offers a variety of trips for youth, families and companies, where participants and WE Villages communities partner and learn from each other. Visit http://www.metowe.com/trips for more information and to connect with our Travel Experts to find the best trip for you.
We would be delighted to speak to you about our retail partnerships! Scroll down to the bottom of our site and click “Wholesale.” Fill in your information and we will get someone to reach out to you as soon as possible to talk about opportunities.
We’re sorry to see you go! To unsubscribe from our newsletter, please scroll to the bottom of any email from us and click the “unsubscribe” button.