At WALLIEN we take pride in the unique models we design. That’s why we almost never reproduce our products and they’re only released once on the website. Occasionally, some sold-out products and sizes are restocked. Please sign up for our newsletter to stay up to date! We will announce all restocking and new collections there first.
In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.
If you wish to cancel your order, please contact our customer support immediately. We will look into the status of your order and if it hasn’t been picked yet, we are usually able to cancel it for you.
Once you have placed your order, you will receive a confirmation by email. We will then start to process your order as soon as possible. When the order is ready for shipment, you will receive an email with the tracking information. You can use this information to track the shipment of your order until it is delivered.
Did you get the notification ‘Payment failed’ after you went through the payment procedure? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact our customer service.
Has the purchase amount been deducted from your bank account, yet the website says that the order failed? Please contact our customer services as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the product!
VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.
Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU the VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of our import duties.
We offer delivery within Western Europe, the USA and Australia. Shipping with Western Europe is free of charge. Shipping costs to the USA and Australia are defined in the table below. They will be calculated during check-out. Your order will be processed on the same day if it was completed before the cut-off time. Please note that we do not process orders on weekends and national holidays.
For reference here are some indicative shipping costs per country:
Have you already placed your order? Please get in touch with our customer service team as soon as possible. We will then check if it’s still possible to change the delivery address.
In order to guarantee fast processing, orders are sent to our warehouse immediately so they can be packed and shipped as soon as possible. When your order is paid and processed it, unfortunately, is no longer possible to make adjustments.
We’re sorry to hear that your package hasn’t been delivered yet, but don’t worry. Always check the tracking link you received via e-mail. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.
Is the delivery address correct and the estimated delivery time unchanged? Then please check your mail to see if you received a note from the shipping company. The package may have been delivered to your neighbors’ or your delivery window may have been rescheduled.
In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with our customer support. We will look into the whereabouts of your parcel to ensure a quick delivery.
Our returns policy allows you to return products unused within 30 days of receiving them. You can open the package and check the contents. Apparel should be returned unused, unwashed and with all labels and hygiene stickers still attached.
You have 30 days to return your order after receiving it. Orders must be returned unused in the original packaging. Our apparel collection has to be returned unused, unwashed and with all labels and hygiene stickers still attached. Return costs are not covered by WALLIEN. Please note: for orders placed during our online sale the return period is 14 days.
Fill in the return form and add it to the box. You can find a link to the return form in the shipping e-mail that you have received when your product was shipped to you. If you don’t have a return form, please get in touch with our customer service to receive a new one.
The order is ready to be returned. Please go to a postal service of your liking and ship the box to:
After shipping your return you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment.
To ensure the arrival of your return, we strongly recommend sending the parcel by registered mail. If the return is not shipped using registered mail, WALLIEN cannot be held liable for missing items.
Once we have received your return, we will do our best to process it quickly. This usually takes 2-3 days.
We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used for the order.
Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of two working days to start processing your return. Once it is processed in our warehouse, we will start the refund or store credit process. We will send you an email once this is finished.