1. How long will it take for my order to be delivered?

We endeavor to process and ship your order as quickly as possible. As a rule, delivery takes place within two working days of order confirmation.

2. Are shipping costs included?

In principle, shipping costs are not free of charge. However, from time to time we offer promotions where the shipping costs can be waived. Please note our current offers and promotions on our website.

3. How high are the shipping costs?

Shipping costs vary depending on the delivery address, size and weight of your order. The exact shipping costs will be displayed during the order process before you complete the payment.

4. are customs duties included?

For international shipments outside the EU or Switzerland, customs or import duties may be levied once they reach your destination. You are liable for all such duties and it is your responsibility to pay the charges for the release of the goods from the shipment. We are required by law to declare the full value of the shipment and will issue an invoice to customs if required.

Please note that the customer is responsible for paying any local customs duties. If duties are refused or not paid, they may be deducted from any future refund. Orders/shipments that are returned due to refusal or non-payment of customs duties will not be refunded by WILI WILI TREE. We have no control over these charges as customs regulations vary from country to country.

If you have any questions about customs fees, we recommend that you contact your local customs office. If you have any questions, please feel free to contact us via the contact form.

5. Is there a minimum order value to benefit from free shipping promotions?

Yes, in some cases there may be a minimum order value to benefit from free shipping promotions. The specific conditions will be listed in the respective offers and promotions.

6. can I track the status of my order?

Yes, you can track the status of your order. After shipping, you will receive a shipping confirmation email with a tracking link. This allows you to check the current status of your delivery.

 

7. how can I cancel or change my order?

If you wish to cancel or change your order, please contact our customer service (hello@wiliwilitree.com) as soon as possible. Depending on the processing status of your order, we will do our best to fulfill your request.

8. what should I do if my order is damaged or incomplete?

If your order arrives damaged or incomplete, please contact our customer service (hello@wiliwilitree.com) immediately. We will fix the problem as soon as possible and provide you with a satisfactory solution.

9. can I change my delivery address after placing my order?

Changing the delivery address after placing an order depends on the processing status of your order. Please contact our customer service (hello@wiliwilitree.com) to discuss the possibilities.

10. is there a return guarantee?

Yes, we offer a return guarantee (within 5 working days of receipt - postmark). Shipments outside this period will only be processed to a limited extent. Please read our returns policy on our website for more information on the conditions and procedures for returns. Please always include your order number.

 

11. how can I contact customer service?

You can contact our customer service using the contact information provided on our website. We are at your disposal to clarify your questions and concerns (hello@wiliwilitree.com).

We hope that this FAQ will answer your questions about ordering on our platform. If you require further information or have specific questions, please do not hesitate to contact us.