FAQ

You can track your order at any time. When your order is confirmed you will receive a confirmation order id by email and when it's being shipped you will receive a tracking number which you can use to follow your items all the way at our carriers website.

Please use the following link for more information:
https://www.wordans.co.uk/order

We work with the best carriers to provide you with the most efficient and fastest shipping service. Please note, the tracking number may take a while to update.

Orders are processed as soon as you place them, so it's not possible to add or change items. We would recommend placing a new order for the items you wish to add. 

Please contact our customer service to cancel your order: customerservice@wordans.co.uk

Typically we can only cancel an order at the very initial stages of processing. Our orders are processed during the day, Mondays to Fridays and we have a cut off time at noon Central European Time. Processing may be delayed if there are any stock issues and/or backorders.

For those reasons, we cannot guarantee an order's cancellation even if you email us within hours of placing the order. The sooner we receive your email, the better the chances are but we cannot 100% guarantee a cancellation under these circumstances.

We confidently invite you to email us with your cancellation request as soon as possible and we'll do our best to accommodate it. If it's no longer possible, please know returns are available and you must contact us at 

customerservice@wordans.co.uk.

The term "pending" means that our warehouse is preparing your order, making sure they are properly selected, counted, packed and shipped.
This process can sometimes take longer than expected if the items in your order are coming from different warehouses.
Once processing is completed, your order will be shipped out and you will receive your tracking number via email.

*If you don’t find this information in your inbox please check your junk mail or spam folder.

The term "Partially Shipped" means we have shipped only part of your order to guarantee the fastest delivery possible, due to availability factors. Therefore, your order will be shipped in separate packages, generating more than one tracking number and with the possibility of items arriving at different times. You will not be charged additional shipping fees. 

The term "Cancelled " means that your order will not be processed, normally due to the following factors:

1# You have asked us to cancel your order;

2# Due to payment processing error;

3# The items could have run out of stock. In this case, we will refund you with a coupon code for use in future orders.

If you have received a faulty or damaged item, please send us an email with a photo of the packing slip that came with your package as well as a clear photo of the item with its flaws properly visible. Preferably, this should happen within 30 days of placing the order.

Our contact is customerservice@wordans.co.uk.

Our team will do its best to present you with a solution after analyzing your claim.

Your product guarantee is valid for 2 years, during which you might be eligible for a partial refund or compensation if the products cannot be replaced. Certain exemptions apply.

What information do I have to provide?

When making a claim, it is important that you provide us with all the following information in your email when contacting us at: customerservice@wordans.co.uk.

A photo of the complete packing slip listing the items delivered
A photo of the outer packaging
A photo of the wrong or defective product, with the defect clearly indicated
A photo of the entire product
The reference number of the product(s) you would like to return/ exchange 

Confirmation emails are sent out automatically from our system. If you haven't received one, please check your junk mail folder. To avoid further emails going into your junk mail folder, please mark our emails as safe sender or add us to your address book. 

Our main warehouse is located in France (Brittany), offering next day and 48 hours delivery.
We also have other locations in the South of France and Northern Italy.

We are one click away! Wordans is an e-commerce platform with local warehouses across Europe.