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FAQ
1 SHIPPING & DELIVERY
1.1 WHICH COUNTRIES DO YOU SHIP TO?

WINONAH.com ships within the European Union to the following countries: Austria-Belguim-Bulgaria-Czech Republic- Croatia-Cyprus- Denmark-Estonia-Finland-France-Germany-Greece-Hungary-Ireland-Italy-Latvia-Luxemburg-Lithuania-Malta-Netherlands-Poland-Qatar-Romania-Slovakia-Slovenia-Sweden-Spain-United Kingdom-UAE-USA.

 

We also ship to the United States of America.

Shipments to USA

On your invoice there will be an indication of 0% on sales tax. However WINONAH.com is aware of the specific taxes per American State.

 

We also ship to Qatar.

Shipments to Qatar

Product and shipment prices displayed on WINONAH.com are exclusive of all taxes and duties, as well as NL VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these could be necessary to release your order from customs on arrival.

 

We also ship to the United Arab Emirates

Shipments to UAE

Product and shipment prices displayed on WINONAH.com are exclusive of all taxes and duties, as well as NL VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these could be necessary to release your order from customs on arrival.

1.2 WHAT IF I AM NOT AT HOME WHEN MY ORDER IS DELIVERED?

In this case your order will be delivered at the nearest post office or pick-up point. You can collect your order with the note we drop off at the delivery address.

1.3 WHAT ARE THE SHIPPING COSTS?

The delivery charge for each order will differ according to size or weight of your order. The cost for each delivery method is clearly indicated during the check-out process.

1.4 HOW LONG DOES IT TAKE FOR AN ORDER TO BE DELIVERED?

Delivery services available are EXPRESS (48 hours) or ECONOMY (4-5 work days) 

In the case of EXPRESS service place your order before 14:00 CEST in order to secure your delivery within 48 hours.

In case of deliveries to Qatar: EXPRESS (2-3 work days) or ECONOMY (4-6 work days)

IMPORTANT: During sales campaigns shipping might take 48 hours longer than the above mentioned services!

 

1.5 HOW WILL MY ORDER BE DELIVERED?

The order will be delivered at the given address by the local representative of the selected delivery service.

1.6 I ORDERED THE WRONG SIZE OR COLOR, WHAT SHOULD I DO?

If you would like to return or exchange an item you have bought, please contact [email protected]. Our representatives will carefully guide you through the return process.

1.7 I HAVEN'T RECEIVED MY ORDER, WHAT SHOULD I DO?

If your order does not arrive by the scheduled date, please contact us at [email protected].

1.8 CAN MY ORDER BE DELIVERED TO A POSTBOX ADDRESS?

The post services we work with will only accept shipments to a valid street address. We do not deliver to Post Boxes.

1.9 I RECEIVED AN ITEM I DID NOT ORDER, WHAT SHOULD I DO?

If you would like to return or exchange an item you have bought, please contact [email protected]. Our representatives will carefully guide you through the return process.

2 RETURNS & REFUNDS
2.1 HOW CAN I RETURN AN ITEM ORDERED ON WINONAH.COM?

If you would like to return or exchange an item you have bought, please contact [email protected]. Our representatives will carefully guide your through the return process and provide you with a return note and number.

2.2 WHAT IS THE POLICY REGARDING RETURING ITEMS?

All items must be returned new, unused and with all WINONAH garment tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer. You can find our full policy under Terms & Conditions. Items purchased during sale will NOT be refunded. However, size exchanges are possible at all times. If the desired size or item is not available, you will receive a giftvoucher for the relevant amount.

2.3 WHEN WILL I RECEIVE MY REFUND?

Refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Items purchased during sale will NOT be refunded. However, size exchanges or exchanges for another item are possible at all times. If the desired size or item is not available, you will receive a giftvoucher for the relevant amount.

2.4 WILL I AUTOMATICALLY RECEIVE A DIFFERENT ITEM IF I RETURN AN ITEM?

We'll send you a confirmation email to let you know once we've received your returned item with the details of any refunds and exchanged items. If an item is out of stock, we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll send you another email once your new item has left our warehouse. Items purchased during sale will NOT be refunded.

2.5 HOW LONG DOES IT TAKE TO PROCESS A RETURNED ITEM?

Once we have received your returned items, the refund will be done within 10 work days. In extremely rare cases it can take up to 14 days.

3 PAYMENTS & PROMOTIONS
3.1 IS IT SAFE TO SHOP ON WINONAH.COM?

Please be assured that we take data protection seriously, and your information will not be shared, traded or sold to third parties. For more information, please read our Privacy Policy in full.

3.2 HOW CAN I PAY ON WINONAH.COM?

We accept Visa, MasterCard, Maestro, Paypal and iDEAL. All payments are processed through a secure checkout system provided by Buckaroo.

3.3 HOW LONG DOES IT TAKE BEFORE MY PAYMENT HAS BEEN PROCESSED?

Once we have received your order, your payment will be processed immediately. As a rule, it takes up to 48 hours to appear on your card statement. In extremely rare cases it can take up to 14 days (depending on your payment method).

4 MY ACCOUNT
4.1 CAN I PLACE AN ORDER WITHOUT MAKING AN ACCOUNT?

You can place an order without an account by checking out as guest.

4.2 WHAT IS THE BEST WAY TO WASH MY ITEMS?

Follow the instructions on the wash labels of every garment. The best way to wash and take care of your WINONAH items is by taking them to the dry-cleaning service.

4.3 I HAVE A COMPLAINT, WHO SHOULD I CONTACT?

If you have any complaint please contact us at [email protected].

4.4 HOW CAN I CONTACT THE CUSTOMER SERVICE DEPARTMENT?

You can contact the customer service at [email protected].

4.5 CAN I CANCEL AN ORDER?

If you need to make any adjustments, please contact customer care via [email protected] as soon as possible after confirming your order.<

4.6 HOW DO I ORDER SOMETHING ON WINONAH.COM?

To place an order at WINONAH.com simply add the item you want to buy to your shopping bag. When you’ve finished shopping go to your shopping bag and proceed to the checkout. Create an account or checkout as guest. When your order is placed you will receive a confirmation email.

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