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Product

What size should I get?

For swimwear checkout our detailed Fit Guide to help you choose a model that fits your body type.

Our "What's My Size" button found on most product pages, will help you select the correct size by entering or measuring some body dimensions.

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.

How do I care for my product?

Please follow the care instruction on the care label of your product.

Do you offer extended warranties?

On wetsuits we offer an extended warranty of 1 year on stitches, bonding of the panels.

When will you restock my item?

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

What are your delivery times?

Your order will be processed on the same day if it was completed before 8:15 am Australian Eastern Standard Time. Please note that we do not process orders on weekends and national holidays.

AUSTRALIA:
Your order is shipped with Australia Post eParcel from our Sydney warehouse. The transit time is 1-3 days within Sydney, Melbourne and Brisbane and 3-10 days outside the metro.

NEW ZEALAND, UNITED STATES, EUROPE:

International options are available. Delivery times will be shown at checkout.

How much will shipping cost?

AUSTRALIA:

Free of charge for orders over AUD 70,-. For other orders a flat fee of AUD 9.99 is charged during checkout. 

NEW ZEALAND, UNITED STATES, EUROPE:

International options are available. Shipping charges will be calculated at checkout.

For orders within EUROPE you can also check out our worldwide website which offers lower transport rates within Europe: WALLIEN.com.

Can you provide worldwide shipping?

Yes, we offer delivery to NEW ZEALAND, EUROPE and UNITED STATES.

For orders within EUROPE you can also check out worldwide website which offers lower transport rates within Europe: WALLIEN.com.

Where is my package?

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

How can I change / cancel 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.

What if I receive the wrong product?

Please contact customer service by email: support@wallien.com and we will arrange the exchange for you.

Where can I find my invoice?

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

What is your exchange & return policy?

Our returns policy allows you to return or exchange products 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.

Apparel that does not meet this criteria cannot be refunded.

Please note that return costs are NOT covered by WALLIEN. 

How can I exchange or return an item?

You can start your exchange or return here http://returns.wallien.com

Please enter your order number and e-mail that you have used when placing the order. If you'd like to exchange you order, please indicate what product and size you would like to receive. After entering your details, you will receive further return instructions through email.

Please note that return costs are NOT covered by WALLIEN. 

When do I receive my refund or exchange?

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. 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:
- Received your return
- Processed your refund
- Shipped out your new order (for an exchange)

PLEASE NOTE THE FOLLOWING:
Although we strive to process your return within 3-4 days, it can take up to 3 weeks for your return to be processed. All returns are sent back to our PO Box address. When tracking the return, the delivered status that you see is an indication that the parcel has arrived at Australian Post. Once Australian Post receives the returned parcel, there is a series of processes they follow before the return is actually delivered to us. Unfortunately, we don't have any control over this process and are subject to the Australian Post processing times. It can take up to 2 weeks or more for us to receive it for processing. Once they arrive we generally try to process the returns through the system the day we receive them.

Can't find your question?

No worries! Our Customer Support is here for you!

Contact us via the chat button on this website or through the contact form.

Please note that we're based in the Netherland and have European operating hours:

(Mon - Fri 9:00 am - 5:00 pm CET/CEST)

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