Frequently Asked Questions | SAINTS (2023)

Order online

Welcome to our new website. If you are a returning customer, your account is ready, but you need to reset your password. Can't log in? Make sure you are purchasing from the correct country's website. See the FAQ below for more information.

Sorry, we do not offer gift packaging, gift messages or virtual gift cards.

Select "My Account" and set your new password. Please make sure you are shopping from the correct country website depending on where you want your order delivered.

We launched a new website. In some cases, our site migration used the last shipping address instead of the billing address.

  • Our UK site only delivers to domestic UK addresses.
  • If you wish to ship to a US domestic address, please create a new account on our US website.
  • If you want to ship to an international destination, create a new account on our ROW website.
  • Click on 'Login' and select 'Reset Password', enter your email address and we will send you an email to activate your account. If you forgot your password, click on the Login icon in the upper right corner of our website and click on "Forgot your password?" “Your password must contain 11 or more characters, at least one capital letter, one number and one special character. We recommend using Google Chrome in incognito mode and clearing cookies and cache to optimize performance.

    All orders placed on our website will appear in your AllSaints order history.

    You can still checkout as a guest. However, if you log in, you will benefit from a faster checkout including saved addresses, payment details and order history.

    You will receive a free pre-printed return label with your order. However, if you have lost or have not received your return label, please see the instructions below.

  • For UK orders, create a new free postage label trackable via Royal MailOnline Returns Portal.
  • For US orders, log into your account under 'My Account', 'My Orders' and select 'Reprint Free Return Label'.
  • the contactcustomer experience.

  • Visit the Global-e portal - clickhereto create your return online.

    Use the heart icons on products to add them to your wish list. Items will be permanently saved to your wishlist if you are signed in to your account (otherwise 7 days). After logging in, you can add to bag and also share your wish list by clicking the share icons.

    Unfortunately, we cannot change email addresses. If you want to use a new email address, create a new account.

    You can save your payment details in "My Account".

    You can check out as a guest. Alternatively, you can use Apple Pay.

    You will receive a tracking number in your shipping confirmation email. You will also be able to use flight options for your convenience to manage your order. As a guest customer, you will no longer be able to print free return labels and manage your order through your guest account. Please contact uscustomer experienceif you are a guest customer and you no longer have the free return label.

    You can cancel an order before we send you a shipment email by contactingcustomer experience.If the order is shipped, please refuse it at the point of delivery or send it back using your return receipt.


  • currently you cannot cancel your order in your account.
  • You cannot change the color or size of the items in your order after order confirmation, you must cancel your order and place a new order.
  • for third-party payments such as Amazon, PayPal and Klarna, we are unable to change your shipping address or email address for security reasons; therefore, you will need to cancel your order and place a new order.

  • Depending on the size of your order, your order will arrive in a polybag envelope or a cardboard box.

    All gift certificates are packaged in AllSaints gift packaging and shipped with secure tracking.

    Enter the code into the promo code box in your shopping bag and click 'SEND'. If the code does not work, place your order and contact uscustomer experiencewith your order number.

    DPD Pickup is the UK delivery service that allows you to drop off your order at your local DPDPickup store. Please note that this will be done on a standard delivery service.

    Simply select DPD Pickup and choose a pickup location from the list available at checkout.

  • DPD will provide tracking information once your order leaves our warehouse and you will be notified by email and SMS when your package is ready - you will have 7 days to collect.
  • Photo identification (such as a driver's license or passport) and a collection pass (such as the 2D code you receive from DPD or your electricity bill) will be required at time of collection.
  • There are over 2,500 DPD Pickup outlets in the UK, many with extended opening hours. Locations include Halfords, Rowlands & Numark and Doddle drugstore chains at major train stations. For more information, see DPD'scommon questions.

    (Video) Frequently Asked Questions.

    order questions

    Orders that have not been delivered

  • Check your shipment tracking number to confirm the location of your package.
  • Contactcustomer experienceif your package cannot be delivered despite the tracking showing "Delivered" or it is identified as lost by the courier.
  • AllSaints will initiate an investigation with the relevant courier on your behalf.
  • An email will be sent to you from your carrier orcustomer experienceif your order is late.
  • Please note that we can only investigate if you are notified of the delivery/return issue within 25 days of submission. This process takes at least 10 working days to obtain a result and you will be asked to fill in a declaration form confirming non-receipt. Find more information on ourTerms and conditions.

    damaged items

    Follow our return procedure and send the products back to our Distribution Center. Alternatively, you can return your products to the nearest AllSaints store with proof of purchase.

    missing data

    Sorry, your order is not complete. Please note that some orders come from different locations and if this happens you will be notified at the email address you entered. Please note that it may take an additional 3-5 business days. If this deadline has passed, please contactcustomer experience.

  • Please check the tracking details provided in the shipping email.
  • Please note that some items may ship from different locations. Split orders will get separate tracking numbers for them and you will be notified about them in your shipping email.
  • Please check your delivery preferences and designated secure location.
  • Check the courier's communication about your delivery.
  • If you still cannot locate your package, please contactcustomer experience.
  • We regret that your return has not yet been processed. Check the tracking number to confirm the location of your package. Please note that returns take up to 10 business days to process. Find more information below:

    UK Domestic Returns

    For UK Royal Mail Free Returns: Please note that the Royal Mail Medway Center is not the final destination and it may take 3-5 working days for your parcel to be delivered to the AllSaints fulfillment centre. This will take longer during busy periods.

  • 1. If the return still cannot be located, please contactcustomer experiencewho will be happy to help.
  • 2. If your return is lost in transit, AllSaints shall conduct an investigation with the relevant courier on your behalf. Please note that this process takes at least 10 business days to obtain a result and is standard industry practice.
  • 3. For more information about the Lost in Transit process, see our pageTerms and conditions.

  • Payments

    payment time

    When you submit your order, we perform a standard pre-authorization check on your payment card, where funds are held but not charged, including gift cards. Payment will be received when your order ships.

    However, PayPal transactions are charged at the point of sale.

    Payment methods and currencies

    We accept AllSaints gift cards, Apple Pay, Amazon Payments, American Express, Klarna, Maestro, Mastercard, PayPal, Visa prepaid cards, Visa deferred debit. We trade in GBP (£).

    Order tax return

    Tax charged on purchases made online cannot be recovered through the retail export VAT regime.

    AllSaints Price Match Policy

    Price match is a policy where if you purchase an item at full price and we reduce the price of that item within 28 days of the date of purchase, we will refund the difference.

  • Online shopping: To receive a price adjustment, please contactcustomer experiencewith your order number, product name and current retail price available at
  • In-Store Purchases: Visit any AllSaints store to request a price adjustment with your original receipt. The price adjustment credit will be issued to your original payment method. Please note that Customer Experience cannot provide refunds for in-store price matching.
  • The exact style, color and size of your item must be available and available for purchase at a discounted price on or at AllSaints stores that deal in the same currency.
  • Excludes items purchased from: outlets, department store concessions, auctions, third-party websites, Travel and Duty Free stores.
  • Also excluded are items purchased: on sale, using a coupon code, or on special offer items that have a temporarily reduced price.
  • You may only use this price match offer once per eligible full price item.
  • Delivery costs and any other charges and fees are excluded when calculating the original price of an item.
  • AllSaints may withdraw this offer at any time in its sole discretion.
  • amazon cabinets

    We do not ship to collection points like Amazon Lockers.

    Gift card payments

    We are currently unable to accept Amazon Gift Cards on our websites and stores.

    If you are eligible to pay using Klarna, the option will be presented to you at checkout. Your purchase must meet the following requirements:

    Pay later = more than £0.01 and less than £2,250

    Pay in 3 = over £35 and under £2,250

    For more information, see Klarnahelp page.

    No Klarna option at checkout

    This could be due to a number of factors including: non-UK billing address details, incorrect cardholder details, order amount over or under threshold or past order history. Please note that Klarna will not be available through the in-store digital store ordering system or the AllSaints app.

    6 digit authentication code

    Please note that for security reasons, you may be asked to enter a valid phone number and 6-digit Klarna verification code during checkout. The 6-digit authorization code will be sent to you by Klarna via SMS to verify your details. If you have any problems with this, please contact us.Klarna customer service, available 24 hours a day, 7 days a week via phone and chat.

    I'm having trouble placing an order with Klarna

    If you're having trouble placing an order with Klarna, it could be due to one of the following reasons:

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  • Klarna's payments depend on your financial circumstances. Klarna may have rejected your payment request later or pay in 3. We recommend choosing another payment method or placing an order for a lower amount.
  • you may have pending payments on past Klarna purchases. O
  • you may have missed a required field at checkout, such as filling in your date of birth or a valid billing address.
  • Please note that Klarna is an independent payment company and AllSaints has no influence on whether or not your Klarna payment is accepted.

    If you are having problems with your payment, please contact us.Klarna customer servicewhich is available 24/7 via phone and chat.


    Klarna will treat your personal information in accordance with the information contained therein.Klarna privacy noticeeKlarna Terms and Conditions.

    Split payments with an AllSaints Gift Card

    If you paid for your purchase using a gift card and Klarna, the full amount paid on the gift card will be refunded to the gift card first.

    The balance of the total amount paid using Klarna will be refunded via your original payment method.

    Klarna allows 3-5 business days for refunds to reach the customer's account.

    We are unable to refund orders for Klarna gift cards. You will be refunded to your original payment method within 28 days.

    Returns to an AllSaints store

    Online orders placed using Klarna can be returned to an AllSaints store dealing in the same currency for a refund via the original payment method or exchange. Please note that AllSaints orders placed using Klarna cannot be returned to a gift card and refunds will only be issued to the original payment method. Excluding global department stores, concessions and physical stores.


    For any issue or question regarding Klarna payments, refunds or disputes, please contactKlarna Customer Servicewho are available 24 hours a day, 7 days a week via phone and chat.

    Please contact usAllSaints Customer Experiencefor any question about your AllSaints order or AllSaints product, e.g. order cancellation, advice on product quality, size and fit, price, defective product, shipping, or general complaints. Please note that AllSaints cannot advise you on any issues relating to Klarna payments.

    Gift cards

    Our AllSaints Gift Cards are available for between £20 and £2,000 and can be redeemed online and in our stores and in stores that deal in the same currency as your gift card. This excludes department store concessions and digital concession partner sites.

  • To redeem a gift card, proceed to checkout, at the Checkout step, enter your gift card number and PIN and click Apply.
  • You can redeem your gift card at checkout.
  • You can redeem up to three Gift Cards per transaction.
  • Simply enter your 16-digit gift card number and 4-digit PIN and click APPLY.
  • Repeat the process until you've added all the gift cards you want to use.
  • Enter your PIN number correctly as your gift card will be blocked after three attempts and frozen for eight hours.
  • Please note that your gift card will be pre-booked upon completion of your online order. You will be billed once your order has shipped.

  • Buy a gift certificate

  • You can purchase a gift card from the cart page before paying for your order.
  • Just select the amount and add to cart.
  • We will send your gift certificate, presented in an envelope and a specially branded card holder, to your chosen address securely via any of our delivery options.

  • check the balance

  • check your balancehere. If your gift card has not yet been activated, it may be blocked.
  • We're unable to add a message to a gift card purchased online, but we're working on it.

  • Return of Gift Certificate

  • If you paid with multiple gift cards, you will be refunded to the first gift card you entered at checkout.
  • If you split your payment between a gift card and a payment card, the funds will first be returned to your gift card and then to your payment card as described in Section 9.1 ofTerms and conditions.
  • We advise our customers to keep their gift certificates after purchase, in case of return. If you no longer have the gift card you used to order, please contactcustomer experienceso we can help you.

  • All Saints App

    Please see ourAll Saints Apppage.


    care tips

    Each piece has unique care instructions on the inside tag. We advise you to follow the care label and washing instructions. check out ourCare Guide.

    size and fit

    See our Size Guide for any size and fit. If you need more support,customer experienceis on hand to offer advice.

    Product authenticity check

    AllSaints does not deal through eBay, other auction sites or other discount sites. We cannot verify the authenticity or quality of any item sold under the AllSaints brand on such sites. We can only provide support for products purchased from our stores, websites and concession partners.


    Visit-Oursustainabilitypage for more information.

    For men and women

    AllSaints watches are part of our menswear collection, but they look good on everyone. See product details for measurements and use it your way.

    returns and exchanges

    AllSaints watches are subject to our online and in-store returns policy. Exchanges are no longer available for online orders.


    AllSaints watch parts are made in Switzerland and assembled in Thailand and China.


    Our AllSaints watches are packaged in a branded black watch box with warranty details included.


    complete instructions forhow to adjust your watchare available for all watch models.


  • Clean the watch with a soft cloth and water only.
  • Do not immerse the watch in water.
  • Metal bracelets should be cleaned periodically with a soft brush dipped in mild soapy water and dried with a soft cloth.
  • If it comes into contact with seawater, rinse the watch under running water and wipe it with a soft cloth.
  • Avoid saunas, showers or bathtubs, as hot water can compromise your water resistance.
  • Avoid extreme heat, extreme cold, direct contact with perfume or cologne, and prolonged direct sunlight, as these conditions can damage the product.
  • For more information, see the complete care

    Watch warranty and repairs

    Your AllSaints watch is guaranteed by AllSaints under the terms and conditions of this warranty for 2 years from the date of purchase. Any parts (other than battery, leather or metal strap and/or buckle) found to be defective as a result of a manufacturing defect will, at AllSaints' option, be repaired or replaced free of charge. After the warranty period, any service or repairs will be subject to a service charge.

    The warranty for watch purchases does not cover:

  • general wear.
  • the battery, leather or metal strap and/or buckle;
  • negligence, loss, theft or accidents.
  • careless or improper handling of the watch, crystal and crown;
  • water damage if the watch is not marked waterproof or has been opened by an unauthorized service center
  • any watch without valid proof of purchase.
  • any claims related to the watch if it has not been repaired by authorized service centres;
  • indirect or consequential damages arising out of any defect, inaccuracy or inactivity of the watch; and/or
  • other factors not arising from manufacturing defects.

  • Observe:

  • If a valid warranty claim is made, the watch will be replaced or repaired at AllSaints' option.
  • In case of replacement, AllSaints cannot guarantee that the same watch model will be received. If the model is not available, a watch of equal value or similar style will be provided.
  • The replacement watch warranty expires two years from the date you receive the replacement watch.
  • Proof of purchase is required to make a claim under this warranty.
  • If a claim is made under this guarantee, the customer will have to cover the costs of returning the watch to the relevant service centre.
  • For service or repairs not covered by this warranty, the service center may process the request and the customer may be charged for the necessary labor.

  • Making a warranty claim

    To make a claim under the AllSaints warranty, send an email toAllSaints Customer Experience. We will assess the claim and, where appropriate, notify the relevant regional service center of your claim and advise you on how to return your watch.

    Please note that we do not have facilities in our AllSaints stores to repair watches or remove links. Please include the following information in your email tocustomer experienceso we can support.

  • Name
  • Address
  • Zip Code / Postal Code
  • Phone number
  • Email address
  • Confirm your region: UK, US, CANADA, EUROPE
  • Watch style number #
  • Order number or receipt number #
  • Description of the subject
  • Additional handles or metal bracelets

    We do not sell additional AllSaints wristbands or wristbands. You can select alternative strips of your choice that fit the overall measurement and spring bars.

    If you wish to change your watch strap or bracelet, please note that you will have to carry out your own fitting and cover the fitting costs at a service center of your choice.


    AllSaints watches meet all international standards and are safe for anyone with nickel allergies.


    Batteries have an average lifespan of 3 to 5 years, depending on traffic, and can be replaced. We recommend that you have your battery replaced at one of our authorized service centers.

    Chrono second hands

    A chronograph watch is used to measure time, which can be started, stopped and reset by pressing the buttons. The long center hand is actually the chronograph seconds counter.

    When you press button A (upper button above the crown), the second hand starts counting down.

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    When you press button B (bottom button below the crown), the hands stop. This hand does not automatically function as a second hand.


    You will need to update the time on your watch twice a year to account for daylight saving time.

    link changes

    AllSaints does not offer an in-store link exchange service, but you can use one of our authorized service centers or a tracking center of your choice. Link changes do not affect your warranty.

    movement GMT

    The GMT (Greenwich Mean Time) movement has a 24-hour indicator that can be used to show a second time zone or to calculate the time in another part of the world. You can read the time using the 1-24 military scale on the inside of the bezel.

    Magnetic field

    Exposing your watch to strong magnetic fields such as speakers, tablets or smartphones will affect its ability to keep time and may cause it to stop.

    AllSaints quartz watches will continue to function with original accuracy when removed from magnetic fields.

    Is not working

    Make sure the crown is pressed in. Therefore, the watch is battery powered.

    Energy saving

    To extend your watch's battery life when not in use, gently pull the movable crown out until it clicks into place. This will reduce battery power consumption by 70%.

    Note that this is the same crown position used for quick time setting.

    repair in store

    We do not have facilities in our AllSaints stores to repair watches or remove links.


    Our watches are not waterproof, but are designed with a minimum water resistance of 5ATM (100ft/50m).

    Items coming from the store

    A store sourced product is a product that has been fulfilled by one of our stores as it is no longer available in our Distribution Center. This is clearly sent to our website during the payment journey.

    Store items will be delivered separately within 3-5 business days and do not qualify for premium delivery services. Please note that shipping times vary during busy promotional periods.

    Out of stock items

    If your size is out of stock, please register your interest on the product page and we will contact you if the product is back in stock via email. To check your local store availability, contactcustomer experienceor directly in the store by clicking onstore locator.

    Transferring items between stores

    We currently do not offer store-to-store transfers. If your local store does not have the product you are looking for, we recommend that you place an order online or check availability with our dealership partners.

    Stores & Company

    Nearest store and opening hours

    You can search for the nearest store, including opening hours and contact details, through usshopkeeper.

    click and collect

    We currently do not offer a Click & Collect service, however we are working on it. You may use our onboard transportation partner options to select alternative pickup locations where available.

    customer experience

    Please feel free to contact Customer Experience All comments and questions are welcome and we will work with you to resolve your query. If we are unable to resolve the issue, seethe European online dispute resolution platform, which provides information about alternative dispute resolution that may be of interest to you.

    Consult-uswebsite accessibility statementFor more informations.

    For a better user experience, we recommend:

  • delete your cookies.
  • close your browser. after
  • open it again and visit our website again.
  • We also recommend that you use the latest version of your operating system, for example. Linux, MacOS, Windows. If you are still having problems, please contactcustomer experienceso they can help you troubleshoot.

    Conscientious and Ethical

    check out ourConscious Commitmentpage.

    To supply

    AllSaints products are made with ethical labor and materials.

    All our vendors, suppliers and subcontractors are required to sign our compliance manual based on the main conventions of the International Labor Organization.

    The provisions of these agreements are the minimum, not the maximum, standards that all suppliers must meet in order to do business with AllSaints.

    All animal products are sourced from ethical sellers who ensure animals are treated humanely. It is our strong business vision and policy that human rights or animal rights must never be compromised as a result of our business in any way.


    We have a code of conduct to ensure that all workers who make our products are treated ethically and fairly.

    We always look to work with reliable and ethical suppliers around the world and only hire suppliers with a transparent track record.


    We have built a narrow and select base of suppliers with whom we work very closely.

    As a result, we gained insight into their practices and worked with them to continually improve processes and standards.

    Animal testing for fragrance

    No, AllSaints fragrances are not tested on animals.

    It is not for sale

    AllSaints supports the charity Not For Sale, which protects people and communities from human trafficking, providing survivors and at-risk communities in nine countries with security, stability, education and economic opportunity.

    Gender pay gap

    Legislation on the gender pay gap under the Equality Act 2010 requires an employer with 250 or more employees to publish the gender pay gap for its employees.

    AllSaints is extremely proud of its long history of recruiting and retaining a diverse workforce from all backgrounds and walks of life, as reflected by the incredible 37 different nationalities currently represented at headquarters. Fair and equal treatment of our employees, customers and partners is at the heart of our business philosophy and we believe this is reflected in the balance of gender and compensation in our company.

    AllSaints is therefore pleased to present the followingfiguresas of April 5, 2021.


    Please see ourDistributionpage.


    Please see ourreturnspage.

    AllSaints Store Return Policy

    If you need to return anything purchased from an AllSaints store, please:

  • bring your refund receipt via your original payment method to a flagship store that deals in the same currency.
  • Return your products unused/unworn and in the same condition you received them with the original packaging and all tags and labels attached. It is
  • return your products within 28 days.
  • Please note that products purchased from the store cannot be returned by post or for our distribution.
  • If you need to exchange anything purchased at an AllSaints store (except Outlets and Concessions), please:

  • Return to an AllSaints flagship store that deals in the same currency.
  • Bring your receipt to exchange items for another item or gift card.
  • Return your products unused/unworn and in the same condition you received them with the original packaging and all tags and labels attached. It is
  • return your products within 28 days.
  • klarna exchanges

    Online orders placed using Klarna can be returned to an AllSaints store for a refund to the original payment method or an exchange.

    Please note that AllSaints orders placed using Klarna cannot be returned to a gift card, therefore refunds will be returned to the original payment method.

    Items purchased at department store concessions must be exchanged in accordance with department store policy.

    Items purchased at our Outlet stores can be exchanged for another product or gift card within 28 days of purchase.

    Neither concessions nor physical Outlet stores can accept exchanges for online orders and purchases at AllSaints stores.

    Information about COVID-19

    Nothing is more important to us than the safety and well-being of our customers and employees – we are doing everything possible to minimize the spread of COVID-19. We follow government and public health advice in the countries in which we operate. In some cases, this may require modified store hours, as well as store and office closures. Our priority is to take care of our teams and customers in the best possible way in these scenarios.

    Our brand is built on a commitment to always provide our customers with an exceptional level of quality and service.

    We will continue to provide updates on shipping options and deadlines for online orders. Additionally, our couriers follow strict government guidelines to ensure you receive your parcel safely - for example, contactless delivery is now our default method.

    Do not hesitate to contactcustomer experiencewith any question.

    We are happy to have customers safely back in our stores around the world. As always, we keep the internetstore locatorupdates on which of our stores are open.

    We have implemented a series of preventive measures in all our stores:

  • hand sanitizer available for customer use.
  • Frequent handwashing protocols for all employees.
  • face masks are available for employees.
  • regular sanitization of all touchpoints, including card machines and boarding areas; It is
  • constant cleaning of all other parts of the store.
  • Rest assured that our teams are doing everything possible to provide you with the safest shopping experience. We will be happy to wear a mask to serve you - just let us know if this is your preference.

    Improved hygiene protocols have been implemented and we will provide regular updates as needed if new measures are implemented. In our offices, teams have switched to a new hybrid working model. This allows everyone to regularly collaborate face-to-face in our studios and maintain a work-from-home balance.

    Charities and local communities

    At AllSaints, we strongly believe that we have a responsibility to ensure our brand is a positive force in every city where we operate. Learn more about the charities we work with and support around the know more

    Actions Not Words

    At AllSaints, we do not tolerate racial bias in any form. We want to publicize the actions we have carried out so far.

  • An anti-racism community was created by employees from all parts of our global business.
  • We organized a roundtable focusing on anti-racism to create this agenda and action plan.
  • We will be reviewing our existing equality and unconscious bias training, which will now be mandatory for all our employees as part of their introduction to our brand.
  • We will conduct in-depth diversity training with our team forum representatives so that all of our employees have the representation they need to be heard.
  • We will continue to promote open discussions that allow our employees to ask questions and discuss topics of interest with our leadership team.
  • More than 25% of AllSaints' global team are people of color. 20% of our management team are people of color. We want to attract the widest possible selection of talent to AllSaints and will intensify our diversity monitoring and work on our recruiting processes to ensure we achieve this.
  • We will update our global team quarterly on how we are progressing.
  • We know we can do more to celebrate and provide platforms for people of color and will be working on ways to share and amplify the work of BAME creators through our existing channels.
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