FAQs

Frequently Asked Questions (FAQ)

 

1. Where do you ship from?

We ship from multiple warehouses located around the world.
Depending on product availability, your order may arrive in separate packages with separate tracking numbers.

2. How long does shipping take?

Delivery times vary based on your location:

  • USA: 2–15 business days

  • Canada: 7–18 business days

  • UK & Europe: 2–20 business days

  • Australia & NZ: 7–20 business days

  • Rest of World: 10–25 business days

These timeframes are estimates and may vary due to customs or carrier delays.

3. Why did I only receive part of my order?

Because we ship from multiple warehouses, items may arrive separately.
Don’t worry—your remaining items are on the way!
You will receive a tracking number for each package.

4. How do I track my order?

Once your order ships, you will receive a shipping confirmation email with a tracking link.
If you don’t see it, please check your spam/junk folder.

5. Can I change or cancel my order?

We process orders quickly, so changes or cancellations may not always be possible.
If you need to make a change, contact us as soon as possible at:
wellingtonempire@gmail.com

6. What is your return policy?

We offer a 7-day return policy from the date you receive your order.

To be eligible for a return:

  • Item must be unused and in original condition

  • Item must be in original packaging

  • Return must be approved by our support team

Customers are responsible for return shipping costs.

Full details can be found in our Return Policy page.

7. How do I start a return?

Please email us at:
wellingtonempire@gmail.com
Include:

  • Your order number

  • The product you want to return

  • The reason for the return

  • Photos (if applicable)

We will send you the correct return address (it varies by warehouse).

8. Do you offer exchanges?

We don’t offer direct exchanges at the moment.
If you'd like a different item, please request a return and place a new order.

9. What if my item is damaged or defective?

If your order arrives damaged or you received the wrong item, contact us within 48 hours with photos of the product and packaging.
We will fix the issue at no cost to you.

10. Will I have to pay customs or import taxes?

Depending on your country, international orders may be subject to customs fees or import taxes.
These charges are the buyer’s responsibility.

11. What payment methods do you accept?

We accept major payment methods including:

  • Visa

  • MasterCard

  • American Express

  • PayPal

  • Shopify Pay / Shop Pay

  • Apple Pay / Google Pay

12. How do I contact you?

You can reach our support team at any time:
📧 wellingtonempire@gmail.com
We typically respond within 1–48 business hours.