FAQ

ORDERING

1. How can I make an order?

There are two ways to make an order:

  • Through our E-shop: you will be able to purchase any of our products easily and we ensure the security of payment for both payments methods; credit card or Paypal.
  • By email: you can send us a mail at customercare@wouf.com indicating the reference of the product, the quantity you would like to buy and your shipping and billing details if you want an invoice. We will confirm your order by email, detailing the product costs as well as the shipping costs. To validate your order, we will ask you to proceed with the payment by bank transfer, credit card or Paypal.

2. How will I know that my order has been received? 

When finalizing the order, a message will appear on your screen indicating that your order has been sent correctly to Wouf. You will soon receive an email confirmation for your purchase at the address indicated.

3. What can I do if I don’t receive the order confirmation email? 

If you don’t receive our confirmation order email, you can write us at customercare@wouf.com giving us your name and details of purchase and we will advise you if your order has been received or not.

4. Is it possible to make changes or cancellation after my order has been confirmed?  

All changes and cancellations are possible without any additional cost until payment confirmation. Once the payment has been done and you have received our email confirmation, please contact us at customercare@wouf.com to know if your order has been sent. If not we can still cancel or modify your order; if your order has been shipped, please refer to the “returns and refund” section.

 

 

OUR COLLECTION

1. Wouf collection

We are launching two collections per year in September and in January. If a product from past collection is not on our E-shop, don’t hesitate to ask us by email at: customercare@wouf.com, we might still have some pieces left in stock.

2. A product is out of stock, will it be available again? 

If a product is out of stock and we are expecting to restock it, a message will appear in the page of the product indicating when it will be back in stock. You will also be able to pre-order the product.

 

 

SHIPPING

1. What are the shipping costs?

Shipping costs are automatically calculated in our E-shop based on your order and your location.
If your country does not appear in the list of destinations, you can send us an email at customercare@wouf.com and we will make you a personalized quote.

2. How long it will take to send my order?

Generally, all orders are prepared and shipped the day after we receive the order. We undertake to ship each order within 2-3 working days of receiving it.
Orders placed over the weekend will be processed on the following Monday and all orders placed on public holidays will be processed on the next working day.

3. How long does it take for my order to arrive? 

The delivery time depends on your location.

Spain

Free shipping on orders to Spanish peninsula over 50€

Delivery time in Spain depends of the geographical area:
Peninsula: 24h – 48h (working days)
Balearic Islands: 48h – 72h (working days)
Ceuta, Melilla y Canary Islands*: 48h – 72h (working days).
All the shipments to Spain are realized by TNT.
* Please note that the customs duties and the local taxes are payable by the buyer. You can refer to your country’s local customs authority website for the latest update on rates.

European Union

Free shipping on orders to European Union over 100€

The delivery time for a shipment within the European Union is 2 to 5 working days using Fedex Company.

International

The delivery time for a shipment outside the European Union is 3 to 5 working days using Fedex Company, excluding customs processing.
As the countries outside the European Union are not subject to Spanish VAT, this will be deducted from the purchase price during the checkout process.
Please note that we are not taking charge of the customs tariffs and other fees. You can refer to your country’s local customs authority website for the latest update on rates.

 

 

CHANGES AND RETURNS

In order to change or return a product you have 14 days from the date of arrival of your purchase. Any change or refund will only be accepted if the item is in perfect condition and with its original packaging. Any exchange for another item will generate new shipping cost that will be at your charge. Refunds will be payable with the same payment methods you chose during the initial purchase within 5 days after the reception of the product in our warehouse.

For more information visit our Terms & Conditions or contact us at customercare@wouf.com.

1. How to return a product?

  1. Send us an e-mail to customercare@wouf.com indicating your order reference in order to obtain your Return Merchandise Authorization (RMA) number. Returns will not be accepted without an RMA number.
  2. On the packing list of the initial shipment, write down the number (count) of products that you want to return in the column “return quantity”, along with the reason why you return it in the column “return code”.
  3. Include the packing list with all the information needed in the return package.
  4. Attach the provided return label to the parcel, ensuring the original shipping label is not visible. Remember to obtain proof of deposit and tracking number of your postage in order to properly execute the return.
  5. The return will be treated in the next 5 days following the reception of your package in our warehouse.

 

 

PAYMENT

1. What are the different payment methods?

We have three different payment possibilities, depending on how you choose to make your order:

  • Credit card payment: we accept Visa and Mastercard but not American Express.
  • Paypal
  • Bank transfer if you choose to make your order by email.

If you have a problem when doing the payment in our E-shop, please contact us at customercare@wouf.com

2. Is my payment secure?

All our payment methods are totally secure. After making a payment on our E-shop, your bank details will be completely encrypted and protected by the secure system of Banco Santander. These datas are protected from unauthorized propagation on the internet.

 

 

OTHER

1. How to contact us?

If you have any question you can contact us at customercare@wouf.com or at +34 933 093 553. We will answer you from Monday to Thursday from 9am to 5pm and on Friday from 9am to 2pm.

2. Do you have a privacy policy?

We have a strict privacy policy and any information provided to us by our clients is secure from third parties. Email addresses will only be used by Wouf to communicate news and promotions concerning the brand.

3. Press & Collaboration?

For all press or collaboration purposes you can contact us at press@wouf.com.

4. Join the team?

If you are interested in joining our team please send us an email at job@wouf.com.