FAQ

ORDERS

 

How can I find a specific product?

If you know what or which product you are looking for, type in the search bar in the upper right corner of our page and click the magnifying glass.

 

How do I know if my order has been confirmed?

When your order is complete, a thank you message page will appear. We will send you an order confirmation email shortly after you complete your order. You can also log in to your account and check recent orders under "My Orders".

 

Can I change an order once it has been placed?

As soon as you find out that you have made a mistake in size, color or in the product itself, inform us as soon as possible or at the latest within one working day of placing the order at info@wellbie.net. Be sure to write which order the change or note applies to.

 

How do I cancel my order?

If you find that there is a mistake in the order, or if you simply change your mind when you have already placed the order, do not worry. Until your package is packed, you have the option to cancel the order. To do this, write us an e-mail with the order number and let us know that you want to cancel. Send us this email at info@wellbie.net.

 

What is the reason for canceling my order or product?

If we have canceled your order, it is usually due to low stock or a defect in the warehouse during packaging. Your chosen products may be very popular and it may happen that a certain product is sold out just before placing an order. In rare cases, the stock cannot be updated in time in our system and the product will be canceled as a result. We apologize for any inconvenience!

If the products are still on the website, you can try to place a new order.

In the case of payment by credit card, we have not yet charged these canceled products. When paying via PayPal, it can take up to 48 hours for the amount to reappear in your account.

 

Product authenticity

All products we sell on our website are original. We work only with reliable manufacturers who ensure the highest quality products.

We do not sell products that are counterfeits or copies of goods.

 

Do I need to create a Wellbie account to order?

You do not necessarily need a Wellbie account to place an order. Of course, you can register as a Wellbie user and take advantage of additional benefits.

 

What do I do if the order is not delivered on time? Do I not receive the product in this case?

No worries, in case the product is not delivered on time, we will keep you informed about the status of your order and the product itself will be delivered. In the event that this is not possible, we will notify you in a timely manner.

You can also cancel your order by sending the order number with the address of the online message "CANCELLATION OF ORDER" to the e-mail: info@wellbie.net .

 

PAYMENTS

 

What payment methods are available?

    At Wellbie, we provide four payment methods. More detailed information on each method of payment can be found here:

    Cash on delivery - If you select "Cash on delivery" as the payment method, you can pay for the order directly to the courier when the package is delivered to you.

    PayPal payment - If you choose to pay via PayPal, you will be redirected directly to PayPal at the end of the ordering process.

    Credit card payment - If you choose to pay by credit card, Wellbie allows you to pay with any credit card that has online payment enabled.

    Prepayment payment - If you choose the method of prepayment payment, you will receive all the detailed information about your order and the necessary information for the payment of the order by e-mail after placing the order. If you cant find the e-mail, look in the Spam mailbox immediately.

When picking up in person at Murska Sobota store, you can pay in cash or by card.

 

DELIVERY

 

Where is my order?

We will inform you at the checkout about the expected delivery time of your order. You can find a more detailed estimate of delivery in the delivery notification, which we send to your e-mail address when your order is on the way. A tracking link is included in the email confirming the shipment, which will become active within 24 hours.

Please note that the package may be delivered to the collection point after an unsuccessful delivery attempt. This can happen without notice, but you can use an already available tracking link to track a shipment. You can also track your order in the "My Orders" tab in your Wellbie account.

 

About our delivery options

When placing an order, you can choose whether you want to deliver the package to your home address or to any other address you enter when placing your order.

 

What happens if Im not home at the time of delivery?

If you are not at home on the first delivery attempt, GLS will keep your package for the next five days. GLS carrier will notify you of the delivery by SMS and e-mail. You can then pick up the shipment at any time during the business hours of the branch or request a new delivery attempt by contacting GLS.

Your package will wait 5 days at the pick-up point. Then the shipment will be returned to us automatically.

 

My package arrived damaged

We apologize for this, and we hope the products ordered arrived undamaged and complete. If only the package is damaged and you want to return something from this order, you can use any packaging to return it. If you want to return the products, simply follow the return instructions here.

Please note that we cannot provide replacement packaging in place of a damaged package.

 

REFUND OF PRODUCTS AND REFUND

 

How do I return products?

If the product does not suit you, you can return unworn * products within 14 days at your own expense. If you want to return the products, you can submit the package at the Post branch. Before you submit the package at the branch, please follow the following simple steps:

                1. Pack the products you are returning and insert the return form found in the package here.

                2. Inform us via e-mail which products you are returning. Here, too, I can provide us with a refund form in which you do not forget to write your bank account so that we can refund the purchase price.

                3. When you want to deliver the shipment, go to the nearest Post Office.

Refund processing can take up to 14 days, so be sure to request and keep proof of return until you receive your refund.

* Products that have been worn indoors for size verification are not considered worn.

 

When do I receive a refund?

It can take up to 14 days before your refund is fully processed.

 

Do you have a replacement policy?

You can easily change products at Wellbie within 14 days of receiving the package. If you want to replace the products, you first inform us via e-mail, where you send us a completed form, and you pack the products in a package and hand them in at the Post branch. Dont forget to write in the form which products you want in exchange.

 

What if my product is damaged or has a defect?

If the product has a defect or is damaged or we have sent you the wrong product by mistake, we will of course replace it or refund your money. You have 14 days from the receipt of the package to notice this error / damage and send it to us at the e-mail address info@wellbie.net together with the pictorial material and a description of the error / damage. It will be best if you fill out the form and send it to us. We will arrange the collection of the package and send you a new product free of charge or refund the purchase price for it.

 

About our return policy

If you are not satisfied with your purchase, you can send back unworn products within 14 days. Follow these simple instructions:

                1. Pack the products you are returning and insert the return form found in the package here.

                2. Inform us via e-mail which products you are returning. Here, too, I can provide us with a refund form in which you do not forget to write your bank account so that we can refund the purchase price.

                3. When you want to deliver the shipment, go to the nearest Post Office.

 

Can I return multiple orders at once?

Of course you can! Simply fill out the return form for each order, put all the products in one box together with the forms and inform us via e-mail at info@wellbie.net .

 

Can I return the fabric mask?

Masks are considered hygienic products, which unfortunately cannot be returned.

 

MY ACCOUNT

 

How do I create an account?

Registering a Wellbie account is quick and easy. Follow these simple steps:

                1. Click the login icon located in the upper right corner of the screen and then select the "REGISTER" button.

                2. Fill in the required fields and click the "Confirm" button.

                3. When you complete the registration, you will receive a confirmation email. We recommend that you carefully check the information in this email to make sure it is correct. Click on the link you receive in the email to confirm your registration. After confirmation you can log in and start shopping.

 

How do I log in to my account?

If you already have an account, simply log in in the upper right corner of the screen by clicking the "Login" button and logging in to your Wellbie store with your email address and password.

 

How can I add or change my contact information?

In the customer account, you can change your name, address, phone number, e-mail address in the "My account" tab, and also subscribe to the newsletter.

 

How do I reset my password?

If you have forgotten your password, you can click "Forgot your password?" On the login screen and follow the instructions on the website.

 

How do I delete my user account?

If you want to delete your account, log in to the online store and select "Remove my account" under your account and confirm with another click on the "DELETE" button. Please note that this will delete all your data and we have your previous orders.