Frequently Asked Questions
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Delivery Time and Shipping
Our products are shipped primarily from China, which means delivery times might be longer than what you’re accustomed to. Typically, you can expect your order to arrive within 25 business days. Please note that we do not provide Track and Trace services.
Our warehouse is located in China, which allows us to offer you unbeatable prices. Consequently, shipping times are a bit longer as your order is sent directly from our warehouse.
Currently, we can only deliver to home addresses. If you are not home at the time of delivery, the package may be left with a neighbor or at a local pick-up point, and you will be notified with a note. Unfortunately, specifying a pick-up point during the order process is not an option, as it may lead to the package being refused and returned to us.
For orders valued up to 150 euros, you won’t have to pay VAT or import duties upon receipt. However, if your order exceeds 150 euros, you will be responsible for paying VAT and any applicable import duties when your package arrives.
Your order will be delivered through a local post operator.
Payments
If you have chosen to pay by bank transfer during the ordering process, you can transfer the full amount to account number: XXXXXXXX
To request an invoice you can click on the chat. Chatbot Sam will immediately help you request an invoice. This will be sent to the email address that is known to us.
We offer you several options to pay.
You can request your payment receipt from our customer service.
This is an automatic reminder. You can ignore these mails. The order will be removed from our system after a few days.
My Order
Due to our automated order processing system, cancellations are not possible. However, you can return your order within a 100-day cooling-off period once it arrives.
You will receive a confirmation email after placing your order. If you don’t see it in your inbox, please check your spam folder.
Double-check your email address for any typos and your spam folder. If you still don’t find it, contact our customer service here.
If you haven’t received your Track and Trace code, you can track your order here by entering your full order number and postal code. Please note that it may take up to 5 working days after your order date for the code to become available.
Since our warehouse is located in China, delivery times are longer. You can expect your order within 20-25 business days. Tracking is not available for these shipments.
Unfortunately, order pickup is not an option due to our warehouse location in China. All orders will be delivered to your home address.
Returns and Refunds
We apologize if you receive a damaged or defective product. Please complete the returns form, and our returns team will contact you within 2 working days to resolve the issue.
You have a 100-day reflection period to decide if you want to keep the product. Once we receive your return, it takes an average of 5 days to process. You will then receive a refund or a replacement product.
Return shipping costs are your responsibility. Make sure to fill in the return form so our returns department knows to expect your package.
For health protection and hygiene reasons, certain products cannot be returned. This is to ensure the safety of our staff and customers.
You can register your return using our return form. Expect a response within 2 working days.
Fill in the return form, and our returns team will contact you within 2 working days with the return address. This ensures your package is safely returned without getting lost.
Certain items cannot be returned, including:
- Products that spoil quickly or have a limited shelf life.
- Sealed items not suitable for return due to health or hygiene reasons.
- Items mixed with other products in a way that cannot be separated after delivery.
- Opened audio, video recordings, and computer software.
- Opened consumables, hygiene products, and erotic items.
B2B
To place a B2B order, please email us at b2b@winkri.net. Our B2B team will respond to your request within 1-2 working days. Please note that B2B orders are only accepted for order values above 500 euros. This email address is dedicated to B2B inquiries only and cannot handle general customer service questions.
Gift cards
You can check your gift card balance by clicking here and entering your gift card code or number.
No, you don’t need to spend the full balance at once. You can use part of it now and save the rest for a future purchase.
During checkout, select the gift card option as your payment method and enter the required information.