Frequently Asked Questions (FAQ)
Find answers to frequently asked questions about our products, orders, shipping, payments, returns, and customer support.
1. Shipping & Delivery
Which countries do you ship to?
We currently ship to Germany and Austria.
How much does shipping cost?
We offer free Express Shipping for eligible orders delivered to Germany and Austria.
Where are orders shipped from?
Orders are dispatched from the United States.
How long does order processing take?
Orders are generally processed within 1–2 business days, Monday through Friday, excluding applicable public holidays.
How long does delivery take?
For deliveries to Germany, Express Shipping generally takes 5–7 business days after dispatch.
Including order processing, the total estimated delivery time for Express Shipping to Germany is approximately 6–9 business days.
For deliveries to Austria, Express Shipping generally takes 5–7 business days after dispatch.
Including order processing, the total estimated delivery time for Express Shipping to Austria is approximately 6–9 business days.
Delivery times are estimates and may be affected by carrier operations, customs processing, or public holidays.
Will I receive tracking information?
Where tracking information is available from the shipping provider, it will be shared after dispatch.
For assistance with your order status, please contact our customer support team.
Do I need to pay customs duties or import taxes?
No additional import-related charges are payable by customers for orders delivered to Germany or Austria.
Applicable import VAT, customs duties, and customs clearance fees are covered by WHITE & HAYWARD LETTINGS LIMITED.
What should I do if my order is delayed or missing?
Please contact support@wqacf.shop with your order number.
We will review the available shipping information and assist you in accordance with applicable consumer protection laws.
2. Returns, Refunds & Warranty
Can I return an item?
Consumers in Germany and Austria generally have a statutory right to withdraw from qualifying distance purchases within 14 days of receiving the goods, without giving a reason.
Certain statutory exceptions may apply.
How do I request a return?
You can notify us of your withdrawal by emailing:
Please include your order number where available.
Our customer support team will provide the applicable return address and shipping instructions.
Your statutory withdrawal right does not depend on obtaining prior return authorization.
Do I have to pay return shipping costs?
No. We cover return shipping costs for eligible returns from Germany and Austria, including qualifying statutory withdrawal returns.
When will I receive my refund?
For a valid statutory withdrawal, reimbursement will generally be made without undue delay and no later than 14 days after we receive your withdrawal notice, subject to any legally permitted withholding until the returned goods or evidence of return shipment has been received.
How are Cash on Delivery refunds handled?
For orders paid by Cash on Delivery, our customer support team will arrange reimbursement using a legally appropriate method.
Where an alternative refund method requires your agreement, we will obtain your consent. No additional refund processing fees will be charged.
What if my product arrives damaged, defective, or incorrect?
Please contact support@wqacf.shop with your order information and a description of the issue.
Photographs may be helpful when assessing damage or defects.
We will provide the remedies required under applicable consumer protection law, which may include repair, replacement, price reduction, or refund.
Your statutory consumer rights are not restricted by an arbitrary reporting deadline.
3. Payment & Security
Which payment methods do you accept?
We currently offer Cash on Delivery (COD) for eligible orders.
The payment method available for your order will be displayed during checkout.
When do I pay for my order?
When Cash on Delivery is selected, payment is generally collected when the order is delivered.
Are there any additional delivery or import charges?
Express Shipping is free for eligible orders delivered to Germany and Austria.
Applicable import VAT, customs duties, and customs clearance fees are covered by our company.
The total amount payable is displayed before you place your order.
4. Customer Support & Contact
How can I contact customer support?
You can contact us with questions about products, orders, delivery, returns, refunds, or other customer service matters.
Company Name: WHITE & HAYWARD LETTINGS LIMITED
Company Registration Number: 05157980
Email: support@wqacf.shop
Telephone: +44 1945 582658
Registered Address:
25 Hill Road
Theydon Bois
Epping, Essex
CM16 7LX
United Kingdom
Website: https://www.wqacf.shop/
For inquiries about an existing order, please include your order number where available.
For more detailed information, please review our Shipping and Delivery Policy, Return & Refund Policy, Payment Policy, and Terms of Service.