Customer Care

SHIPPING

SHIPPING TIME AND COSTS
Wandler offers free standard delivery on orders above €600. Free shipping will be applied to your order at checkout. All orders are delivered by DHL. Please note, free shipping is not offered on orders containing marked down or sale products. 

Once you’ve placed your order, we will process it and hand it over to the carrier. In case you did not collect your order and the carrier sent it back to us, we are unable to re-send your order and you will be refunded.

ORDER PROCESSING & ESTIMATED DELIVERY TIME
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect. When your order is shipped, we will send you a confirmatory email. Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. Please note, processing times do not include weekends or bank holidays.
Shipping destination: The Netherlands, Belgium, Germany, Luxembourg
Delivery within 1-3 working days (shipment with DHL)
Shipping destination: Other EU countries
Delivery within 3-5 working days (shipment with DHL)
Shipping destination: United Kingdom, Switserland, Norway, USA, Canada
Delivery within 4-6 working days.
*Please be aware for additional government duties and custom fees.

Shipping destination: Rest of the world
Delivery within 4-7 working days.
*Please be aware for additional government duties and custom fees.

Delivery times are estimates and provided as guidelines only. Please note that in some areas there is a limited range of delivery services available. We will endeavor to send your order out as quickly as possible, but we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions. During the sale and holiday periods, the large number of orders can result in longer delivery times.

TRACKING YOUR ORDER
Once your order has been shipped, you will receive an email confirmation with a tracking number.

TAXES AND DUTIES
If you are placing an order from outside of Europe, you might be charged for import duties and taxes by your local customs authority. These costs are directly dependent on the value of the ordered goods, the material they are made of and their country of origin. Because these duties vary per country, we advise you to consult your local customs authorities to inform yourself about the possible charges before placing an order with us.

Remark: as Switzerland and the United Kingdom are not active members of the EU, all imported goods must be customs-cleared. In most cases, this means that you are subject to paying duty on your import. For more information, please contact us at info@wandler.com


RETURNS

Wandler has a 14-day return policy: you have 14 days from when your order is delivered to ship it back for a refund.

For return requests, please submit your return request by accessing our Returns Portal here - https://wandler.com/a/return?

RETURNS PORTAL

EU returns:
All returns should be shipped using the pre-paid DHL shipping label once your return has been approved through the Return Portal. We will deduct this amount from the refund later on. The costs for a return are fixed :

Return destination the Benelux < 3kg : 10 €
Return destination Other EU countries < 3 Kg : 20
Return destination Other EU countries > 3 Kg : 25

NON-EU returns:
For customers from countries outside Europe, please register your return via https://wandler.com/a/return? and follow instructions. The costs for the return are for the customer. We do not pay additional custom tax.

Please return the item(s) to:
Wandler Web Returns
RMA#
Handelsweg 4
2404 CD Alphen aan den Rijn
The Netherlands

Please ensure with your carrier that your package will arrive exactly at our warehouse's address. In the case, the package is delivered at a pickup point or a different address than our warehouse (missing customs fee or other reasons) we might charge you the extra costs of the pickup service.

For a smoother and cheaper return option, you may contact us for a return label. We will deduct this amount from the refund later on. The amount depends on the shipping country.

RETURN POLICY
Returned items must comply with our return policy: items must be returned in their original condition; bags and footwear must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
Returns that have been worn, used, altered or damaged will not be accepted and/or a refund refused. Any parcel returned after the prescribed timeframe shall be refused. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The costs and risks pertaining to the return of item(s) are borne by the sender. Wandler is not responsible for the refund of any import tax/duty that your order may have incurred for returned items. Wandler cannot be held responsible in the event of loss, theft or damage of the returned parcel.

After receiving the returned product, refunds will be credited to your original method of payment. Original shipping charges, duties, taxes or tariffs will not be refunded. Once your order has been receipted and inspected, please allow 5-10 business days for a refund to be credited back to your payment method.




FAQ
Can I exchange a product?
We do not offer any exchange service for the moment. If you would like to exchange your purchase, you may return the item for a refund and place a new order.
What should I do if my parcel arrived damaged?
If your parcel arrives damaged, we kindly invite you to contact our Customer Service Team (info@wandler.com). Make sure to take pictures of the parcel received and keep the package for further inspection by our courier.
What should I do if I receive a faulty item?
If an item received is faulty or was received damaged, please contact our Customer Service upon the receipt of the item (info@wandler.com)
When will I receive the refund for my order?
The refund of your order will be processed within 5-10 business days upon the receipt of the returned items. Please kindly note that we reserve the right to decline a refund in case your item was not sent in its original condition (worn, damaged, etc.). The refund will be issued directly to the payment method used for the original purchase.