FAQ
Q: What are your hours of operation?
A: Both our customer service center and fulfillment center are open Monday through Friday, 9 AM to 5 PM Central European Time.
Opening hour exceptions:
- Holidays - office is closed
- Weekends - office is closed
- Vacations - office can be closed
Q: When will my order ship?
A: Usually orders ship within 24 hours. If you placed your order on Monday it would ship on Tuesday.
Exceptions that cause delays:
- Sale days - high volume of orders causing delays
- Holidays - we are not open holidays
- Weekends - we are not open weekends
Q: Has my order shipped?
A: We do not follow up on specific orders. You can check your order status by clicking on the view order button in the order email confirmation. There will be a link to the shipping status.
However if more than a week passed, and you have not gotten a shipping notice, please contact the customer service email below.
Q: Can I change my order?
A: Our system is not able to add to, or change, an order after purchase. If your order has not shipped we can cancel it.
Q: Can I combine orders?
A: Our system does support combining orders. If you make an order in the sam day, between 12 AM and 11:59 PM you order will automatically be combined.
Q: My item is broken, can I get a replacement.
A: We will be happy to replace your item(s). Please return the item(s) to the address listed below, include a copy of the packing slip – or at least a note with your name/address and order number if your have it, and why your are returning the item(s). Also please indicate if you would like a replacement item(s) or refund.
Fwoosh
Kongeaavaenget 77
6710 Esbjerg V, Denmark
Q: Do I have to cover the cost of the shipping on defects?
A: Yes, you will cover the cost of the return shipping of the defective item(s) to our warehouse. We will ship your replacement item(s) after receiving the item(s), and we will cover the shipping cost of the new item(s) to you.
Q: Some parts are missing, can I get them?
A: Currently we ask customers to return the original item(s) in the box back to us for a replacement item(s) or replacement part(s).
We are looking into an alternative solution to handle these issues. In the future we expect to be able to handle these requests. If you cannot wait and want a replacement or refund follow the instructions below.
Please return the item(s) to the address listed below, include a copy of the packing slip – or at least a note with your name/address and order number if your have it, and why your are returning the item(s). Also please indicate if you would like a replacement item(s) or refund.
Fwoosh
Kongeaavaenget 77
6710 Esbjerg V, Denmark
Q: Can I get a status on my replacement?
A: Our fulfillment partner usually processes returns within a few days of receiving your item(s) we cannot give you an exact timeline for when you will get your returned item(s).
Q: Do you have an email address where I can contact you?
A: eupreorders@thefwoosh.com