Order Confirmation:

Thank you for placing your order with us. We want to provide you with all the necessary information to ensure a smooth shopping experience. Please review the details below:

Order Confirmation Email:

After placing your order, you will receive an email confirming your order. This email will contain important information such as your order details and shipping information. Please review this information carefully to ensure its accuracy. If you notice any mistakes, kindly contact us promptly to make the necessary corrections. In case you don't receive the confirmation email within 24 hours, please check your spam folder before reaching out to us.

SHIPPING INFORMATION:

Processing and Manufacturing Time: Our processing and manufacturing time is 1-7 business days, from Monday to Friday. During this time, we prepare and process your order for shipment.

Shipping Time: The estimated shipping time is 10-15 business days, from Monday to Friday. Please note that this is an estimate and actual delivery times may vary based on factors such as your location and any potential customs inspections.

Shipping Fee: There is a flat shipping fee of $9.99 USD per order. This fee is applied to cover the cost of shipping and handling.

Shipping Logistics Providers: We work with reliable logistics providers such as Yun Express, DHL, Canadian Post, UPS, FedEx, and others to ensure the safe and timely delivery of your order. However, please be aware that delivery may take longer during peak periods or if your parcel undergoes customs inspection. In special situations, there may be a delay of up to 5 business days. While we strive to ensure timely delivery, we cannot be held responsible for any delays or failures in delivery caused by circumstances beyond our control.

Tax Policy: All prices listed on our product pages include free tax. Additionally, free tax is applied to shipping rates.

TRACKING:

Order Acknowledgement Email: Once your order is successfully placed, you will receive an Order Acknowledgement email containing your order details. Please keep this email for your records.

Shipment Confirmation Email: When your item is shipped, you will receive a Shipment Confirmation email. This email will include your order number, carrier information, order placement date and time, order status, and package tracking numbers for shipped items.

Tracking Your Order: You can track your items on the carrier's official website after 24 hours. Upon arrival in your country, your local postal services will take over the delivery process. You can track your parcel on your local postal services' website using the same tracking number provided. If you encounter any difficulties tracking your parcel, please email us at support@williestore.com, and we will be happy to assist you. Please note that tracking is active for 60 days, so make sure to contact us within this period for assistance.

DELIVERY:

We take great care to ensure that products are not damaged during transit. However, if you receive a damaged item, please email us at support@williestore.com within 3 business days of receiving the shipment. Kindly include a picture of the damaged item in your email to facilitate the resolution process.

Documenting Delivery Issues: If possible, please document any delivery issues, such as a damaged or soaked package, torn or bent products, with the carrier when you receive your order. This documentation can help us resolve any potential issues more efficiently.

CHANGE MY SHIPPING ADDRESS:

If your order is being shipped to an incorrect address, please email us at support@williestore.com as soon as possible with the correct shipping address. We will do our best to update the shipping address before your order is shipped.

PLEASE NOTE:

Force Majeure Events: During force majeure events, order processing may be delayed. However, we will ensure that your order is processed promptly when weather conditions permit.

Returned Packages: If a package is returned to us due to an incorrect or incomplete address, it will be re-shipped at your expense. Please ensure that the shipping address provided at checkout is accurate and complete. If the returned product is not due to a quality issue, you will be responsible for the return shipping fee.

REFUND POLICY:

We value your satisfaction and strive to provide products of the highest quality. Our refund policy is outlined below:

Conditions for Refund: We accept refund requests in the following cases:

• The delivered goods do not match the detailed product description provided on the Willie Store website.
• You receive defective goods that were distributed by the manufacturer.
• The item has been deformed or damaged during the shipping and delivery process.
• Goods have been opened and viewed within 10 days from the delivery date. During the Christmas or New Year period, this window extends to 20 days from the delivery date. Please note that we can only process refunds for items that fall under the above conditions.

Exclusions for Sale Items: Please be aware that only regular-priced items are eligible for refunds. Sale items cannot be refunded. We encourage you to review your purchase carefully before completing the transaction.

Full Refund Policy: When we process a refund, we aim to provide you with a complete reimbursement. This includes the Transaction Fee and Shipping Fee associated with your initial purchase. We want to ensure that you are fully compensated for any inconvenience caused by the issues mentioned in our refund policy.

Refund Processing Time: We understand the importance of a timely resolution for refunds. Upon receiving your refund claim, we will diligently process it within 14 working days, excluding Saturdays and Sundays. We strive to deliver a seamless experience throughout the refund process, and our team will work efficiently to expedite your refund.

CUSTOMER SUPPORT:

Our team is dedicated to providing exceptional customer service and ensuring your satisfaction with your Willie Store purchase. If you have any questions or concerns regarding our return and refund policy or need any further assistance, please do not hesitate to contact our customer support team at support@williestore.com. We are here to help and will respond to your inquiries as soon as possible.