Customer service
FREQUENTLY ASKED QUESTIONS
Product
Our "NO IDEA" button found on most product pages, will provide the most optimal size re commendation based on your body dimensions and your body type.
Alternatively you can use the size chart found under the "Size Chart" tab on the product page.
If you need further help, please feel free to contact our customer support.
Please follow the care instruction on the care label of your product.
On wetsuits we offer a 1 year no-nonse warranty of on stitches, bonding of the panels and manufacturing defects.
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.
Shipping
Your order will be processed on the same day if it was completed before 17:00 Central European Time. Please note that we do not process orders on weekends and national holidays. Your orders are shipped from our warehouse in The Netherlands.
NETHERLANDS & BELGIUM: 1-2 business days.
GERMANY & LUXEMBOURG: 2-3 business days.
UNITED KINGDOM, FRANCE, AUSTRIA, SWITSERLAND, DENMARK, SPAIN, ITALY, PORTUGAL, SWEDEN, NORWAY, FINLAND, POLAND, HUNGARY, GREECE, NORWAY: 3-4 business days.
UNITED STATES: 2-3 business days
FRANCE, GERMANY, NETHERLANDS, BELGIUM:
FREE for orders > €50,-.
€6,95 for orders < €50,-
SPAIN, ITALY, PORTUGAL, IRELAND:
FREE for orders > €50,-.
€14,95 for orders < €50,-
UNITED KINGDOM:
FREE for orders > £50.
£12 for orders < £50
LUXEMBOURG: €6,95
AUSTRIA, SWITSERLAND, DENMARK: €9,95
SWEDEN, NORWAY, FINLAND, GREECE, HUNGARY, POLAND: €14,95
DUTCH CARIBBEAN ISLANDS: €35,-
UNITED STATES:
FREE for orders > $50.
$15 for orders < $50
AUSTRALIA / NEW ZEALAND: check out our Australian website which offers lower transport rates to your region: WALLIEN.com.au
Yes, we offer delivery to EUROPE and the UNITED STATES.
For Australia and New Zealand check out our Australian website which offers lower transport rates to your region: WALLIEN.com.au
For orders outside the EU (except for the UK) import duties may apply. Please check your local legislation for more information.
Orders within the EU and the UK do not have any additional import duties.
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 neighbours 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.
My Order
Once an order is placed we instantly process your order to ensure the quickest delivery possible. However, if you wish to change or cancel your order, please contact us immediately. We will look into the status of your order and if it hasn’t been picked yet, we are usually able to change or cancel it for you.
Please contact customer service by email: hello@wallien.com and we will arrange the exchange for you.
Your invoice is included in the shipping confirmation e-mail with a link to the PDF file.
If you can’t find the invoice, please contact our customer service so we can send it to you.
Exchanges & Returns
EU countries + UK:
Fit Guarantee with free shipping and free returns :
- Comfortably try out your item at home
- Return or exchange it for any reason within 30 days of receipt
- Get a free return label from us
- Fast exchanges - exchange orders will be shipped immediately after request
- Risk free - 100% of your original payment will be refunded
Other countries:
- Comfortably try out your item at home
- Return or exchange it for any reason within 30 days of receipt
- Risk free - 100% of your original payment will be refunded
- Return shipping for items on sale or orders outside EU/UK are not covered by us.
Terms:
- Items should be returned unused, unwashed, and with all labels and hygiene stickers (swimwear only) still attached. Items that do not meet these criteria cannot be refunded.
- Free exchanges can only be applied once per order. Please consider your exchange carefully.
You can start your exchange or return here WALLIEN Returns & Exchanges
Please enter your order number and e-mail address, that you have used when placing the order.
After entering your details, you will receive further return instructions through email.
If you requested an exchange, we will ship out your order once your return has been processed in our warehouse.
If you have requested a refund we will process the refund within 3-4 days after your return has been processed in or warehouse. It can take up to 3 weeks after posting your return.
We always refund your money to original payment method. Please note that your bank can also take some time to process the refund.
We will inform you by email once we have:
- Processed your refund
- Shipped out your new order (for an exchange)
CAN'T FIND WHAT YOU ARE LOOKING FOR?
No worries! Our Customer Support is here for you!
Contact us via the chat button on this website, through the contact form below or directly via email at hello@wallien.com
Please note that we're based in the Netherland and have European operating hours:
(Mon - Fri 9:00 am - 5:00 pm CET/CEST)
