FAQ — Wienver

Shipping notice

Due to increased order volume, some deliveries may take longer than usual.
Our standard delivery window is 6–12 business days. During periods of high demand, delivery times may extend up to 3–4 weeks.

We appreciate your patience and are committed to processing and shipping all orders as efficiently as possible.

Do you ship internationally and what currencies do you use?

Yes — we ship internationally.

Prices are displayed in the currency of the store or market you are visiting and may be automatically converted to your local currency at checkout. Currency display depends on your location and Shopify’s currency settings.

I just placed an order — when will it ship?

Orders are processed within 1–2 business days.

Under normal conditions, delivery takes 6–12 business days. During peak demand periods, delivery may take up to 3–4 weeks.

Once your order ships, you will receive a confirmation email with a tracking number.

If you do not receive a tracking number within 5 business days after shipment confirmation, please contact us at contact@wienver.com.

What if I’m not satisfied with my product?

EU & UK customers

You have the legal right to cancel or return your order within 14 days of receipt (right of withdrawal). Returned items must be unused, in their original packaging, and in the same condition as received. Proof of purchase is required.

Customers outside the EU/UK

Returns are accepted only for defective, damaged, or incorrect items.
If your item arrives defective or damaged, please contact us within 30 days of delivery. After inspection, we will arrange a replacement or issue a full refund.

Can I cancel my order?

Yes — orders can be cancelled free of charge as long as they have not yet been shipped.

If your order has already shipped, please follow the return instructions above.
(For customers outside the EU/UK, refunds apply only to defective, damaged, or incorrect items.)

I entered the wrong shipping address — what should I do?

If you notice an error, please reply immediately to your order confirmation email or contact contact@wienver.com with the correct address.

We will attempt to update the shipping details if the order has not yet been dispatched.
If the order has already shipped, address changes may no longer be possible and you may need to contact the carrier directly.

My package shows “delivered” but I can’t find it / it was stolen — what now?

If the carrier marks your order as delivered but you did not receive it, please contact us at contact@wienver.com.

We will assist you in opening an investigation with the carrier. Please note that refunds or replacements can only be issued once the carrier confirms loss or theft.

How long does it take to receive a refund?

Once we receive and inspect an approved return, refunds are processed to the original payment method within 10 business days.

Please note that your bank or card issuer may require additional time to post the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact contact@wienver.com.

I still have a question — how can I contact support?

You can contact us at contact@wienver.com.
Please include your name and order number (if applicable).

Our support team aims to respond within 24–48 business hours.