Below you will find the most frequently asked questions regarding orders.
1. How quickly will you prepare my order?
We value your time, which is why we start processing your order as quickly as possible – usually within one hour of receiving your payment or receiving a cash-on-delivery order.
2. When will my order be shipped?
Orders with InPost delivery that are placed and paid for on Business Days by 8:00 PM are usually dispatched the same day. Orders placed at weekends or on non-business days are handed over for shipment on the next Business Day.
3. I was unable to complete my Przelewy24 payment. What should I do?
If the payment was not completed, you can pay for your order by traditional bank transfer:
Recipient: HZ7 Sp. z o.o.
Address: Aleja Wyzwolenia 46/437, 71-500 Szczecin
Bank account number: 96 1050 1559 1000 0090 8424 0002
Bank: ING Bank Śląski S.A.
SWIFT: INGBPLPW
Payment reference: Please enter only your order number in the payment reference field
Once the payment has been credited, we will begin processing your order immediately. An order that is not paid within the required time may be cancelled.
4. Can I pay with PayPo?
Yes. When placing your order, select PayPo as your payment method. You will receive your products straight away and can pay the amount due within 30 days or – if this option is available – split the payment into instalments. Eligibility for the service and its terms are determined by PayPo. Detailed information will be provided during the payment process.
5. Can I make changes to my order?
Due to the fast processing of orders, making changes after an order has been placed is usually not possible. An exception may be an order paid by traditional bank transfer that has not yet been approved or sent for processing. If you would like to change your order, please contact us as soon as possible. If modification is no longer possible, you can cancel the order and place a new one.
6. How can I cancel my order?
If you have a Customer Account, log in, go to your order history and select the “Cancel” option. If the order was placed without registration, email us at sklep@wiliwili.pl and provide your order number. Please remember that due to our fast order processing, the time available to cancel an order is limited.
7. What should I do if I was unable to cancel my order?
If the order has already been sent for processing or dispatched, it can no longer be cancelled. Once you receive the parcel, you may use the return procedure under the terms described in the Store’s Terms and Conditions.
8. How long do I have to return my order?
You have 30 days from the date you receive your order to make a standard return. You can find the detailed procedure on the Complaints and Returns page. You can conveniently send your return using the Wygodne Zwroty service.
9. 9. Can I return a product after trying it?
Yes! All full-size WiliWili cosmetics are covered by the “Love It... or Aloha!” programme. You can try the products and, if they do not meet your expectations, return them within 30 days of receiving your order. The returned product must contain at least 75% of its original contents. Detailed terms are available in the programme regulations on our website.
10. Do you offer samples or smaller sizes?
We currently do not offer samples or products in smaller sizes. However, we want shopping with WiliWili to be risk-free, which is why all our full-size cosmetics are covered by the “Love It... or Aloha!” programme. This allows you to try the products and return them within 30 days of receiving your order if they do not meet your expectations. Detailed programme rules are available on our website.
11. Do you ship orders internationally?
Yes, we ship to selected European countries. You can find the current list of available countries, delivery methods and shipping costs on the “Shipping” page.
12. Is WiliWili a Polish brand?
Yes, WiliWili is a Polish brand created out of a love for natural curls and a very personal need. Behind the brand are people with curly hair who spent years looking for products that would meet their own needs. Instead of continuing the search, they decided to create their own formulas – designed for mindful care and styling of waves and curls. That is how WiliWili was born: a brand created by people who understand the needs of curly hair not only in theory, but also through their own experience.
13. Where can I find my invoice?
The invoice is generated automatically after the order has been fulfilled – usually within 72 hours of delivery. The document will be sent to the email address provided when placing the order. If you have a Customer Account, the invoice will also be available after logging in. Invoices issued through the National e-Invoice System are stored in KSeF as structured invoices. The document sent by email or made available in the Customer Account constitutes a readable visual representation of the invoice.
14. I have another question. How can I contact you?
Email or call us – we will be happy to help:
+48 792 807 700
sklep@wiliwili.pl
Cookies