MY ORDER


I can´t find my country from the shipping list, how do I proceed. 
Make sure to visit the right region by clicking on the english page in the upper right corner. You will then be able to choose from our two different sites and currencies: Europe(EUR) or Sweden(SEK)

I still can´t find my country from the shipping list. 
Perhaps you are the first person to visit our Wecy-world in your country? How exciting! Contact us at customer.service@wecy.se and we will help you out.

I have placed an order and not received any confirmation email?
This little email has a tendency of playing hide and seek. Kindly check your spam folder and you should find it hiding there. If you still can´t find it, contact us at customer.service@wecy.se with the full name that your order was placed under and we will help you out.

I wish to cancel or change items from an order I just placed.
If your order has not yet been shipped, we will help you change sizes and/or items within the same price range. This does not apply to sale or campaign items. We are not able to add any new items to an already placed order. Kindly place a new order if you wish to add new items to an existing order and then contact us at customer.service@wecy.se with the order numbers that you would like to merge and we will gladly help you. If you wish to cancel an order that has already been shipped out or delivered, kindly find our full cancellation policy below



CANCELLATION, EXCHANGE AND RETURNS


We have a 14 day return policy (except during the christmas period, see below). Items with reduced price/campaign items must be returned within 14 days! More details on our return policy (cancellation, exchange and return) can be found below.

All placed orders from 1st of December till 23rd of December will have an extended return policy. These orders can be returned or exchanged until January 7th at the latest.

Need help?

If you need any help or instructions with your order, feel free to contact our customer service at customer.service@wecy.se. We will reply to your request within 24 hours on Mon-Fri.

What is your return policy?
You can return the products within 14 days from delivery, except during our extended return period around Christmas. Please use the return form included in your package and follow the instructions.

The product must be in new condition with all tags attached, unworn.

The shipping cost to return a product needs to be paid by the customer.

Fill out the return form that came with your order. If you have lost the return form please send us an email at customer.service@wecy.se and we will send you a new return form by email.

If a package is unclaimed you might have to pay a handling fee.

If the returned product/products are dirty (make-up etc) or damaged we might not refund you the entire purchase amount.

The address of our warehouse is stated on the return form that you got in your package.

If you have any question about your return please contact us at customer.service@wecy.se

CANCELLATION POLICY


According to the Distance Selling Regulation you always have the right to cancel your purchase within 14 days from the day you receive the goods. If you want to cancel your order please provide us the notice at customer.service@wecy.se before sending back your order.

Once you have notified us of the cancellation, the sum of your order will be refunde as soon as possible, at the latest within 30 days after your cancellation.

The return is made at your own cost once you have cancelled the phurshase

If you received the goods, you are responsible to take reasonable care of them and must send them back to us in their original condition within 14 days from the collection of the goods.

We reserve the right to make a charge of not exceeding our direct costs of recovering the goods if you do not return the goods.

EXCHANGE POLICY


You have the right to exchange your goods within 14 days from the day you received the goods.
The return of the items are made at your own cost.

COMPLAINTS


If you want to make a complaint, contact us at customer.service@wecy.se as soon as the damages are noticed, but not later than 7 days after delivery. 
When a complaint is made, an investigation of the goods will be started. Before the item is returned, you must show proof of the defect, preferably by sending us pictures of the damage. Please send the pictures and description to customer.service@wecy.se.

If the complaint is accepted we will pay the return cost and refund your money.

Fill out the return form that came with your order and follow the return instructions. Please contact us at customer.service@wecy.se if you need any help!

ACCOUNT


I have placed an order but I can´t find it in my account 
If you have placed an order and created your account afterwards, you can´t connect it to any previous orders. However, all orders made while logged in to your account will be shown!

Has my order been shipped out already?
You will receive a shipping confirmation from us. Kindly check your spam folder for it. If you still can´t find it, kindly email us your order number and your question to customer.service@wecy.se. We will then provide your shipping confirmation for you!

Okay, I might have entered a incorrect email address since I can´t find it.
Please contact us at customer.service@wecy.se and we will provide your shipping information for you!

I need to reset my password for my account.
Let us help you! Simply click on ''forgot your password?'' and at the next step enter your email. You will now get a link to reset your password. Kindly check your spam folder for the email if you can´t find it.

CARE INSTRUCTIONS


How do I care for my WECYs when washing?
All WECYs are manufactured with highest quality to be with you for as many lovely adventures as possible. Wash care instructions should be listed on each product page. Please have a look at the product page. Dry them in the fresh air and don´t tumble. Please always use a washing bag.

RETURNS & EXCHANGES


Before returning any items, kindly read our return policy here

I can´t find my return form
Uh oh, our sincerest apologies for this! Please contact us here and we will send you a new one. If you don´t have a printer available, kindly write clearly the following information on a paper: email, name, order number and describe your reason for return in English.

Send this info with your return to us at:
Wecy AB
Breviksvägen 48
13568 Tyresö
Sweden


Have you received my return yet?
If you have not received a confirmation email from us, we have not processed your return yet. Returns sent to us can take up to 15 business days to reach us and are then processed.

I can see that my return has been delivered. When will it be processed?
If the tracking status of your return states ‘delivered’, kindly keep in mind that it´s delivered to a postal office. We will then have it delivered to our warehouse shortly. All returns will be processed in their sequential order and you will receive a confirmation email once your return is processed.

Can I return different orders in the same package?
Absolutely! Just make sure to fill out the order numbers and information for both your orders on the return form, so that we easily can process your return once we receive it.

Do you offer free returns?
We do not offer free returns unfortunately. Your return can be sent the cheapest way possible and in the same package it came with. This will save you a $ or two and will be better for our lovely environment.

I wish to return items for a refund. How do I proceed?
Simply mark these items with ‘’return for refund’’ on your return form. Your refund will be made to the same card used to place your order. You will receive a confirmation email when your return has been processed.

I would like to exchange an item
If you wish to exchange items, kindly place a new order and mark the first order with ’return for refund’ on your return form. We will then refund your money to the same card your order was placed with.

DELIVERY


How long does it take to receive my order?
Shipping usually takes 2-14 business days within Europe and 5-15 business days to the rest of our beautiful world. If you wish an express delivery, please contact us at customer.service@wecy.se prior to placing the order.

My tracking status shows no updates for a while now. Why is that?
Kindly keep in mind that not all countries have postal couriers that can track international registered mail. Therefor you could notice a limited number of updates from the day that your package was sent abroad. Your parcel is on it´s way and will hopefully be with you shortly! :)

I have not received my order and it´s been 15 business days since it was shipped. Where is it?
We apologise for the delay of your order. If you have not received your parcel within the 15 business days and your tracking status doesn´t show any updates, kindly email us at customer.service@wecy.se and we will help you!

SIZING


I´m not sure what size to order. 
If you are unsure what size to order, kindly use our size guide for the best help. Please keep in mind that our size guide is only for recommendation and guidance. It is not a guarantee of fitting since we are all unique and like our clothes in different ways.

RECLAIM


I have received a faulty or defect item. What do I do?
Our deepest apologies if you have received a faulty product or damaged item. Kindly send us an email at customer.service@wecy.se with clear pictures of the faulty item. Describe your error and we will help you shortly!

Perfect, I have now sent my email. What happens next?
I´m glad that you are contacting us! We will get back to you shortly once your case have been processed.

SHIPPING & RETURNS


Where will my order be delivered?
Your order will be delivered to the address entered when placing your order on the site. Make sure you enter the correct address. If you have entered an incorrect address, please contact us at customer.service@wecy.se as soon as you discovered the wrong address.

Regular Postal Service
The delivery will normally reach you in:
1-4 working days within Sweden
2-14 working days to Europe,
5-15 working days to the rest of the world.

Orders placed before 14.00 (2 p.m.) CET (Monday-Friday) will typically be shipped the same day.

We send with Swedish Postnord.

SHIPPING FEES


Why is the shipping fee different?
Make sure you choose the correct store to make your order. You can choose between our EUR of SEK store.

Domestic shipping
The shipping cost is 69 SEK within Sweden.

Free shipping within Sweden for orders over 1200:- SEK.

International shipping
Shipping cost to the rest of the world: 150 SEK / 15 EUR

Free shipping to the rest of the world for orders over 1200 SEK / 120 EUR

If you can´t find your country in the list, please send us an e-mail to customer.service@wecy.se and we will sort that out!

Please note that local taxes and other charges may occur when shipping outside Sweden.

During “free shipping campaigns” other terms and amounts may appear.

PRICE & PAYMENT


Why do I only see the prices in SEK?
Our web page is created with different currencies. Please make sure that you pick €uro for all orders outside Sweden.

Why is the price updated in your shop?
The prices in our webshop are current prices and may be changed at any time. WECY is not bound by price indications in the webshop which the buyer must reasonably understand are incorrect and which, for example, have occurred due to technical problems in the web platform or rates that have been manipulated by the customer.

Do prices including VAT and other expenses?
Prices include Swedish VAT. Customs charges and other levies may be incurred by your local Customs Authority on your import, at applicable rates.

What´s my security during my payment?
We co-operate with an authorized payment service provider (PSP), who processes your personal details in accordance with the international security standard PCI DSS, developed by international credit card companies such as VISA and MasterCard. All transactions will be sent through SSL (Secure Sockets Layer) in encrypted form and all card details and payment information will be protected and processed with a high level of security.

PAYMENT METHODS


Which payment methods do you offer?
For Swedish customers we offer payment with Klarna Checkout and for non-Swedish customers we offer PayPal payment.

PROMOTIONS & DISCOUNT CODES


How does the promotions and discounts work in you shop?
All campaigns with reduced price are limited in time. Multiple offers can normally not be combined. A discount code or voucher is only valid once per customer and purchase.

When can I use a discount?
On orders eligible for a gift or discount the value of the gift/discount is considered as a general discount on the total amount of the order. If part of or the entire order is sent back for exchange or refund the value of the returned merchandise is recalculated and the purchase price minus the relative share of the overall discount will only be credited.

Promotions and discount codes are only valid on new orders and cannot be applied retrospectively.

GIFTCARD


Can I buy a gift card in your shop?
Absolutely! A gift card for someone you like is the optimal gift! Our gift cards can be purchased under the Gift Card category in the shop. This code is then used by putting it in their shopping cart when paying. If you return a garment purchased with a gift card, you cannot get money back. Instead your gift card will be charged with the corresponding amount.

INFLUENCERS


I would like to work with you and your brand. Do you want to sponsor me?
We are incredibly pleased with all the requests that comes to us. Feel free to email influencer@wecy.se and present yourself more.

A tip! If you want the chance to appear in our social media, you can always use the hashtags #wecy #wecysportswear. We love to see our customers wearing WECYs!

WHAT WECY DOES FOR THE CLIMATE


How does WECY work for the climate?
WECY is constantly working on the development of environmentally friendly products. Environmental friendliness is one of our top priorities. Read more about our environmental work under the page "what we do for the climate"

Can I compost my product bags at home garden?                                                   WECY's product bags are made from natural materials that are industrially compostable at a higher temperature. This makes it possible to compost the bags at home in your own garden if you have a compost with a higher temperature than a standard compost. With the right temperature, it will take  90 days for nature to break down the product bag into soil. If you do not want to compost them yourself at home, it is a good idea to return the bags to the plastic recycling center to give them new life.

HAVE MORE QUESTIONS?


If you don't find the answer to your question on this page, please contact customer.service@wecy.se and we will come back to you with an answer within 24 hours (Monday to Friday)

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