FAQ's

There are two ways to make an order:

• You can purchase any of our products on our e-shop. Secure payment is guaranteed via credit card or Paypal.
• You can email us at customercare@wouf.com indicating the full name of the product, how many items you would like, your telephone number, the address and billing details for your invoice, should you want them.
  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.

All changes and cancellations are possible without any additional cost until payment confirmation. If the payment has gone through, please contact us at customercare@wouf.com. If your order hasn’t been shipped, we can still cancel or modify it; if it has, please refer to the Returns and Refunds section.

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).

Please contact us at customercare@wouf.com if you have a problem placing your order or proceeding with the payment in our E-shop.

All our payment methods are secure. After payment on our e-shop, your bank details will be completely encrypted and protected by Adyen N.V. with PCI DSS certification.
These data are protected from unauthorised propagation on the internet.

Shipping costs are automatically calculated in our e-shop based on your order and location. User information must be filled in to be able to view them.
If your country does not appear in the list of destinations, contact us at customercare@wouf.com.

Generally, all orders are prepared and shipped the day after they have been placed. We aim to take at most two or three working days after receiving them.
Orders placed over the weekend will be processed the following Monday, and all orders placed on bank holidays will be processed on the next working day.
*During Sale periods or Christmas, there may be some delays in the preparation and shipping of orders, which may affect the delivery time.

Spain

Free shipping on purchases over 65€*

Deliveries in Spain:
Mainland: One to two working days.
Balearic Islands: Two to five working days.
Ceuta, Melilla y Canary Islands**: Two to five working days.
TNT makes all deliveries to Spain.

*Not combinable with promotions or sales.

European Union

Free shipping on purchases within the EU over 85€*

Deliveries for shipments within the EU will take two to five working days.**
All deliveries by FedEx.

*Not combinable with promotions or sales.

International

Deliveries for shipments outside the EU will take three to five working days.**
All deliveries by FedEx.

**Please note that the buyer must pay customs duties, local taxes, or other fees. Please check the website of the local customs authority in your country for the latest updated rates. The delays caused by customs management depend on the specific circumstances of each country and Wouf is exempt from such responsibility.

1. If you have a user account, you can process the return from the customer area in the orders section. If you don’t have an account, email us at customercare@wouf.com with your order number. We will send you your Return Merchandise Authorization number (RMA). We will accept no returns without an RMA number.
2. Write down how many products you wish to return in the "return quantity" column of the packing list of the original shipment. Please, help us understand why you are returning the product by stating a reason.
3. Include the packing list with all the necessary information in the return package.
4. Attach the return paper provided on the parcel, making sure that the original shipping label is not visible.
5. Take it to the shipping company of your choice and remember to ask for the receipt and tracking number of your return.
6. We will process the refund within ten days of receiving your return in our warehouse.

Note that we don’t offer free returns: the client will pay return shipping costs and customs duties (if necessary).

You can create a return and send back your purchase within 14 days of receipt. Items should be returned new, unused and in their original package. You will receive your refund within ten days of receiving the product in our warehouse, in the same payment method you used for your purchase.
Return shipping costs and customs duties, in the case of exports, will be satisfied by the client.

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

We launch two collections per year, with several drops over the months. If you don’t find a product on our e-shop, please don’t hesitate to contact us at customercare@wouf.com, we might still have some pieces left in stock.

If you have any question you can contact us at customercare@wouf.com or at +34 933 093 553.
Our customer service hours are:
-Monday to Thursday, from 9 am to 5 pm.
-Friday, from 9 am to 2 pm.

We have a strict privacy policy, and any information provided to us by our clients is secure from third parties. We will only use your email address to communicate news and promotions concerning the brand.

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

If you are interested in joining our team, please email us at careers@wouf.com with your CV and portfolio.