FAQ

FAQ

Please review the following policies carefully.

Wilztore offers a quicker dispute solution and will appreciate it a lot if you provide:

  1. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
  2. Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
  3. The products need to be returned to Wilztore if our Dispute Team asks for a return in Disputes.

Take note of these important interpretations, Wilztore will make a Refund, Resend, or Accept the Return for any of the following cases:

Some orders maybe lacking tracking information, in transit, pending or expired its 60 days after orders departed from Wilztore warehouse.

Please Note that each countries have their own custome duties and clearance policies. Make sure that you check what is the custom duty laws and regulations are in your regions and if there are certain goods are detained or is restricted to enter your country. For the following countries, handling and  shipping methods may be different:

  • For orders shipped to the US and Canada,  it will arrive within  from 15 to 25 days after orders departed from our warehouse. Please note though that for some heavy items, the shipping days may be delayed with some 15 more days.
  • For South American countries, it is usually within 20 to 60 days counting from the date that order departed our warehouse. However sometimes it’s delayed on arrival due to the strict customs clearance.
  • For Oceania, it is within 10 to 30 days counting from the date that order departed from our warehouse due. For some heavy items, it may delay with some 15 days or so. 
  • ForUK and all other European countries including Russia, it takes 15 to 35 days counting from the date that order departed from our warehouse. However for some items, it may takes upto 55 days due to customs clearance, types and size of the goods ordered.
  • For Asisan Pacific countries,  it normally takes 15 to 45 days counting from the date that order departed from our warehouse either due to the strict customs clearance or item’s size and weight.
  • For Southeast Asisan countries, it takes within 20 to 60 days counting from the date that order departed from our warehouse. Sometimes, due to the strict customs clearance in some countries, the shipping time will be extended.
  • For African countries, it normally takes 25 to 60 days counting from the date that order departed from our warehouse. However, due to the strict customs clearance of some countries, it may takes longer.
  • For some special shipping methods, that are not handle by our third party partners, we are sorry cannot handle  disputes regarding that. 

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer’s location, and the status may show “pending”  due to insufficient or wrong address details, delivery package unclaimed, no such house/postal number, etc.  Therefore, It’s very important for more convenience and smooth delivery, that  clients enter correct address when checking out. And for any delay beyond the stated date above, kindly contact your local post office or go to the post office to check your delivery.

  • If client did not receive the package, a non-delivery certification issued by the local post office with official seal will be required before escalating your case to our resolution committee.
  • Tracking information alert. The tracking information shows Alert due to the reasons listed below:
  1. a) Incorrect/insufficient address.
  2. b) No such number.
  3. c) Unknown recipient.
  4. d) Refused.
  5. e) Do not pick up in time.
  6. f) No safe delivery location.
  7. g) Uncleared customs.
  8. h) Others.

Notes:

  1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Wilztore takes no responsibility if products have been lost.
  2. Wilztore will not deal with the refund or resend if the tracking information shows the order is delivered.

WIlztore offers a full refund or a replacement if packages arrived are badly damaged.

 We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

  1. For fragile products, a refund is highly recommended.

  2. For damaged packing boxes, Wilztore cannot offer any refunds or other after-sale services due to the long-distant international delivery.

  3. For ordinary products, you shall complain or open a dispute within 5 days after packages are delivered.

  4. For electronic products, you shall complain or open a dispute within 10 days after packages are delivered.

  5. For service products, Wilztore refunds you the cost of the product which is the price in store sales/ market only.

Wilztore has a strict quality control process before products are dispatched. Wilztore will deal with incorrect or missing products as follows:

  1. For incorrect products, Wilztore offers a full refund or replacement.
  2. For products with wrong color, sizewhich doesn’t affect product function, etc., Wilztore offers a refund or resend if you provide a photo or video of such items with your complain, including name and detailed explanation.
  3. For parts missing which doesn’t affect product function, Wilztore may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
  4. For accessories, we will resend the accessories.

Notes:

For size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

For orders that are not yet been shipped,  Wilztore accepts cancellation and offers a full refund before products has been processed by the warehouses. But things may be different for following orders:

  1. After payment, Placed orders for customized products and Print On Demands products cannot be canceled as it is customized.
  2. After payment, video and photo orders cannot be canceled as Wilztore has planned and prepared for you after payment.For Special products, after payment, private inventory orders cannot be canceled as it is only customised for your special needs.

You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

Notes:

  1. For bulk purchase orders, the close date usually is around 30 days.
  2. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
Wilztore takes no responsibility for any product damaged, or shipping delay caused by the act of nature or unforeseen occurrence beyond human control, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
However, Wilstorez will notify you via Email, Chat, WhatsApp, Telegram

Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. for that case, WiLztore will not accept any disputes when the shipping methods to your regions does not support issuing of tracking numbers These regions includes Most South East Asian countries, some African countries. MENA, Middle East and some South American countries:

The shipping methods that mostly do not issue tracking numbers are:

PostNL, Turkey Post, Swiss Post, Electric PostNL plus others handling shippment to isolated territories and  island areas.

Notes:

For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, the remote addresses will be charged additional cost.

Due to limited international transportation, Wilztore will not accept any disputes when your orders are shipped to the following countries:

Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, South Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.

Products may be returned to Wilztore’s  designated warehouses only. This will be communcated during the disputed handling.

But we do not suggest returning products to our warehouses, because the international shipping cost is high, and it takes at least 3 months to arrive at our Warehouse. Most of them will be lost or damaged during the return.

  1. If you indeed insist and want to return the products, contact us to guide you in how to return products to Wilstorez warehouse.

NOTE:

– please bear in mind that the cost of shipping the items to our warehouse will be borne by you.

– Please return products within 10 days after receiving products, beyond this date, we will not accept the items.

Wlztore endeavors to treat all disputes with fairness and transparency. However under the following situtaion, No refunding will be administer to clients.

  1. Any disputes arising from products damaged beyond our handling or shipping delayed, Wilztore may not refund the product cost.
  2. Any disputes or complains arising from  product’s bad quality, Wilstorez may not accept this since product’s manufacture is not us.

Wilztore shall not accept any unreasonable disputes, including but not limited to:

  1. The buyer does not like it.
  2. The product description is not real.
  3. Products smell unusual.
  4. The buyer ordered the wrong items or SKU.
  5. The shipping address was provided incorrectly.
  6. Product difference was negotiated in advance.
  7. Tracking information deleted by coordination companies or local post offices.

Wilztore always try to offer the best service. If you have any other questions, please feel free to contact us.

Return Shipment Fee

The return shipping costs to the designated local return address are borne by you, the buyer.

Still have questions? We're always here to help.
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