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FAQ

1. Payment:

What forms of payment can I use to purchase online?

We accept PayPal, Visa, MasterCard and Debit cards.

How do I make payments using PayPal? How does it work?

PayPal is the easiest way to make payments online. While checking out your order, you will be redirected to the PayPal website. Be sure to fill in the correct details for fast & hassle-free payment processing. After a successful PayPal payment, a payment advice will be automatically generated to wudlab.com system for your order. It’s fast, easy & secure.

When will my account be debited?

Your account will be debited as soon as you place your order.

Why was my payment declined?

For your security, your billing name and address must match the billing information your credit card company has on file. Please contact your credit card company if you received a declined message.

How safe is shopping at Wudlab?

Wudlab uses SSL encryption for all transactions. All data is transferred through an AES-256 encrypted SSL connection, which ensures that the personal data you send us is safe and protected from third parties.

The most important component of our secure system, however, is your password. Please keep this private to ensure that it does not pass to a third party. We operate in accordance with all data protection laws and regulations and only use your personal data to complete transactions and orders, as well as to improve our service.

Do you charge VAT?

The VAT of 23% is included in the price. So no extra costs.

I received an email with a coupon code! How do I use it?

Select the items you’d like to purchase, and when you get to the Checkout, you’ll see a box that reads “Have a coupon?”. Copy the code into the box and click the “Apply coupon” — your savings will be applied immediately.

My coupon code doesn’t work. What do I do?

Coupon/discount codes are valid for a limited time only, so double check that the date of validity hasn’t passed, and keep in mind that some coupons can only be applied to orders of a minimum value, as stated in the coupon email. Coupons are not case-sensitive, but do check that the code matches the one in the email! Only one coupon can be used per order. If you’ve followed all the above and it still isn’t working, email info@wudlab.com.

2. Shipping & Delivery Information:

Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.

The time frame for order delivery is divided into two parts:

Processing time:

Order verification, tailoring, quality check, and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer process the orders, which takes an additional 2–4 days.

Shipping time:

Our ability to keep prices low is dependent upon less expensive shipping options, and since our highly demanded stock is based all over the world – it usually takes 2-4 weeks for your package to arrive. Since we source different products from different locations, multi-product orders may arrive as separate packages.

IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.

3. Customs:

Depending on the value of your order, your Wudlab parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

Unfortunately, these charges are out of Wudlab’s hands and vary widely from country to country, so we’re unable to predict what your particular charges may be. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

Customs in some countries might have import duties, taxes, and charges. These charges are not included in the item price. Hence, they are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to buying.

4. Return & Refund:

For any reason, you are not satisfied with your purchase, please contact us immediately. We accept returns or exchanges within 7 days after receiving, keep the product in original condition and undertake the shipping cost of yourself, we will process your return request after receiving the returned product.

If you receive defective products, please contact us immediately for replacement or repair. If a replacement is not available, then a full refund will be issued with the original method of payment.

How to return damaged, defective, or wrong item(s)?

If the item you received is damaged, defective or wrong please contact us by emailing return@wudlab.com and give us your order number, your name and address, details of the product (quantity, name), and the reason for return. Please attach a photo of the faulty item to your email. We will then advise you regarding the return process.

How long do I have to return products?

The return period is 7 days and starts as soon as you receive your order.

When will I get my money back?

Your refund will be released as soon as the return has been processed. The funds will be returned to the account or card used for the purchase. Please note that credit card refunds can take longer to process, and while we work as quickly as possible, individual banks may take more time to process repayments.

The package hasn’t arrived. What next?

If your package hasn’t arrived within the stated delivery time, please contact us at return@wudlab.com so we can check the status of the delivery, or open an official inquiry if necessary. Please make sure you mention your order number.

5. Shopping & Ordering:

How do I place an order?

When you’ve seen something you like, add it to your cart. You can view your cart anytime by clicking the cart in the top right corner of the screen. You can remove items from your cart easily by clicking “x” next to the image of the product.

When you’re ready for the next step, click “Proceed to Checkout”. You will be directed to a new window where you’ll be asked for the delivery and billing address. If you’ve shopped with us before, your address will be saved in our system, but check carefully to make sure the details are correct! Should your billing and delivery addresses differ, it’s possible to give a separate delivery address.

After you’ve entered your details, you’ll begin the payment process. Before you pay, please take a second to read the Terms & Conditions and cancellation policies carefully — confirming your order means that you automatically accept these.

What is a wishlist?

A wishlist allows you to save products without adding them to your current shopping bag. You can email your wish list to share with others.

How do I create a wishlist?

You must create an account to save and share your wishlist and access it on return visits.

Do you do back orders?

Wudlab does not do back orders.

The item I want is out of stock. Will you be getting more?

We try to carry as much merchandise as possible, but online items may sell out quickly.

Why was the item in my shopping cart no longer available at checkout?

The selection on our site is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

Why is the sale item that I had in my shopping cart yesterday no longer on sale today?

Your shopping cart will not secure sale prices for you. If you place an item in your cart at a sale price, the price will change once the sale has expired. We recommend that if you see something you like, place your order as soon as possible!

6. Order Status:

What is the status of my order?

You will receive an order confirmation email after your order is paid and placed. Once your order has shipped, you’ll receive another email with detailed shipping information and order tracking code.

I haven’t received my order confirmation. What should I do?

It’s entirely possible that the order confirmation has landed in your spam folder, so please double-check if you have not heard anything from us. If your order confirmation still hasn’t arrived, send us an email at info@wudlab.com.

What happens if an item from my order is out of stock?

If an item from your order is out of stock you will receive an email notification and you will not be charged for that item. We apologize for any inconvenience this may cause.

How do I cancel my order?

All orders and product shipments can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 business hours following payment. Once the packaging and shipping process has started, it can no longer be canceled.

7. Account Settings:

How do I activate my account?

The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk/spam folder or contact us at info@wudlab.com.

How do I change my password, email address, billing or delivery address?

Changing your email address and password is easy — simply hover over the Account icon on the top right of the screen and select “My account” to change either or both.

I forgot my password. What do I do now?

When you click on “Login” you will see “Lost your password?” just below the login fields. Click it and you’ll be prompted to enter your email address. You will receive an email notification with detailed instructions.

Why should I sign up for Wudlab emails?

By signing up for our email, you’ll be among the first to know about special sales, the availability of new items, limited-time offers, coupons and many other exciting features to help you get the most out of what Wudlab has to offer! We never rent, sell, or share your personal information. For further details please view our Privacy Policy.

8. Technical Support:

Which Internet browsers do you recommend/support?

In order to view this website correctly, we recommend using Google Chrome. We also support Firefox (for Windows users), or Safari (for Mac users). In addition, please ensure that your Javascript and Cookie is enabled on your browser.

What are cookies? Do I need to enable cookies on my browser to shop at Wudlab?

A cookie is a small amount of data that is sent to your browser from a website and is stored on your computer’s hard drive. If your browser’s preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each website can only access the cookie they have sent to your hard drive, not the cookies sent by other websites.

You need to enable cookies on your browser to enjoy all the shopping features at Wudlab. Cookies need to be enabled on your browser so you can add products to your shopping cart and access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on “My account” link at the top of the page. Then locate the “Logout” link at the top right, and click on it. For more information about how Wudlab uses cookies, see our Privacy Policy.

9. Get In Touch:

How can I contact Wudlab for additional assistance?

If you need help with your order please feel free to use our live chat or email us at hallo@wudlab.com. (Email Note: We advise a 24 to 48 hour turnaround time on emails. When sending an email, please make sure you are emailing from the address on your Wudlab account or we will be unable to assist in a timely manner.)