FAQs

What payment methods do you accept?
We accept payment from all major debit or credit cards companies such as American Express, Discover, VISA, MasterCard, Maestro, Cirrus, as well as payments made by PayPal, Amazon Payments and Apple Pay
 
Where is my order?
We offer FREE SHIPPING on all our products with up to 7 to 21 business days for delivery. Alternatively, your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You should also receive a tracking link in this email so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at sales@envug.com
 

Can I cancel my order?

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process.

If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us for a full refund within 30 days of receipt. If you need further information, please view our returns policy or contact us at sales@envug.com

 

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

 

What should I do if my order is missing?

If you are in the US and have not received your order within the allotted delivery time frame, please notify us by email at sales@envug.com within 21 days of the date on which you ordered the products. After this time has elapsed, Envug reserves the right to decide whether to send our replacement item(s) for you.

For international customers, please allow up to 21 business days before contacting us regarding a missing order. 

 

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at sales@envug.com and one of our representatives will help you further.

 

What do I do if my item is faulty?

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Envug has the right to refuse a refund on these grounds.

If your item is faulty, please do not dispose or amend your item(s). Please contact Customer Care on sales@envug.com within 30 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).

 

How do I return an item?

We really hope you love every Wuupee item you purchase, however, if you do need to make a return you’re welcome to do so within 30 days of receipt.

All returned items must be sent back to us unopened, unused and in their original condition. We reserve the right to refuse an exchange or refund if items are non-saleable. Please note, if 30 days have expired then unfortunately, we are unable to accept your return.

To return your items to us you can contact us at sales@envug.com for more information. To avoid any extra cost to you, please use the cheapest available shipping option and allow 21 working days for the return to be received into our warehouse, we will then email you to notify you whether your return has been accepted and process your refund to your original payment method. Once you've received an email confirming your refund, please allow 5-10 working days for your refund to appear back into your account. 

There are a few items we stock that can’t be returned due to various reasons, so please make a note of this before you purchase. For hygiene reasons we cannot offer refunds on pierced jewelry, eyewear, underwear briefs, cosmetics and beauty products including skin care. We try hard to accept all returns, in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. This does not affect your statutory rights. Gift Cards are also non-returnable items.

 

Do you sell gift cards?
Yes we do! To buy one of our e-gift cards
Please note. If you buy one of our e-gift cards, this is only valid to use online and will be sent to you electronically via email.
 
How do I purchase a gift card?

Our gift cards can be purchased online. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. 

 
 I've lost my gift card, can I get a replacement?
Yes you can, if you give us an email at sales@envug.com we’ll be able to advise you further on this.
 
I've brought a gift card, can I cancel or return it?

Unfortunately our gift cards are non-transferrable and cannot be cancelled or returned.