FaQs

After your order has been shipped, you will receive a tracking number for your order. Alternatively, you can log in to your WinY account and track your order!

If the order has been completed, select the order (if the status is not yet completed, please try again in 24 hours to give us a little more time to complete your order)

Do I need to pay Customs Duty fees at WinY?
You don't need to pay customs fees when shopping on our USA, UK, Australia, Canada, Norway, Switzerland, France, Germany, Netherland & EU store.

For all other stores, you may face customs charges issued by your local customs authority.

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout, this includes:

- Changing the item or size
- Delivery/billing address
- Adding/removing items to your order
- Shipping method

However, there is a 15-minute window where you can cancel your order by locating the order either in your confirmation email, or in your account section, and hitting the 'Cancel Order' button.

Once this time has passed the order can't be cancelled, however you can start a return/exchange once delivered.

I'm missing some items from my order
We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.

Check if your order will arrive in separate shipments
You can check if your order will arrive in separate packages via your shipping confirmation email titled "Your order is on the way".

This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remaining item(s) will arrive shortly afterwards.

Checked your order is correct but still missing an item?
We're sorry about that!

The item(s) missing may have been out of stock. If we're unable to fulfil item(s) in your order, we'll have sent you an email about this - It’s worth checking your junk/spam folder too!

If you've checked the above and your order isn't arriving in separate packages, and we haven't let you know some of your order is out of stock, please let us know so we can look into this for you.

All claims for orders missing an item(s) must be made within 7 days of the delivery date.

You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse

All delivery timeframes start from the day after you place the order unless specified.

Gift Card purchases don't count towards qualifying for a free shipping threshold.

In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us within 7 days of delivery.