FAQ

ORDERING

1. How can I make an order?

There is 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 system.
  • 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. If you want to buy a beanbag, please let us know if you want it with or without filling.  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 system.

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, we will advise you if your order has been received or not.

4. Is is 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.

5. Is is possible to buy only the covers of the bean bags?

Our beanbags can be purchased with or without filling material. By ordering only the cover you will save up on the price of the product but also on the shipping cost as the filling material increases the total price of the order due to its weight and especially to its volume.

OUR COLLECTION

1. Wouf’ collections

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 appear 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.

DELIVERY

1. What are the shipping costs?

Shipping costs are calculated automatically in our E-shop depending on your order and location.
If your country doesn’t appear in the list of destination, you can send us an email at customercare@wouf.com and we will make you a personalized quotation.

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

Generally all the orders will be prepared and dispatched the day after receiving the order. We commit to send each order in a maximum of 2-3 working days after receiving it.
Orders placed during the weekend will be processed on the following Monday and all the orders placed during bank holidays will be processed the next working day.

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

The delivery time depends on your location.

Domestic (Spain)
Delivery times 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.

Europe
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.

4. How can I track my delivery? 

Once your order has been shipped by our warehouse, you will receive an email to confirm that your package has been sent. This email will include a summary of your order as well as your Fedex or TNT tracking number, which you can use to track your parcel until it arrives.

For this you only have to go to the Fedex or TNT website and enter your tracking number in the related box to track your parcel.
If you want more information or if you want to organize the delivery to the day that suits you, please contact them at the phone number you will find in their email.

RETURNS AND REFUND 

1. How to change a product?

You can change a product within 14 days of receiving your parcel. To proceed, please always notify us at customercare@wouf.com indicating the product you wish to change and the reason why you want to change it.
Any change will only be accepted when the item is in perfect conditions with its original packaging. Please send the products you want to change to below address:

WOOUF SL.
c/Sancho de Ávila nº 83-89, Planta 4
08018 Barcelona
Spain

We recommend you to send the package with tracking number to avoid any lost in the transit.
Any exchange for another item for a different item will generate new shipping costs that will be at your charge.

2. How to return a product?

You can return a product within 14 days of receiving your parcel. To proceed, please send us mail at customercare@wouf.com indicating the product you want to return and the reason why you want to return it.
Any refund will only be accepted when the item is in perfect conditions with its original packaging. Please send the products you want to return to below address:

WOOUF SL.
c/Sancho de Ávila nº 83-89, Planta 4
08018 Barcelona
Spain

We recommend you to send the package with tracking number to avoid any lost in the transit.
Once we receive your parcel and ensure the product is in good conditions, we will refund you the money of the product to the same method payment you used to pay it.

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 paiement on our E-shop, your bank details will be completely encrypted and protected by the secure system of Santander. These data are protected from unauthorized propagation on the internet.

OTHER

1. Does Wouf make personalized products?

We can create a special design for your event; if you are interested don’t hesitate to contact us at info@wouf.com.

2. 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 6pm and on Friday from 9am to 3pm.

3. 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.

4. Press & Collaboration?

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

5. Join the team?

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