FAQ

WeShopy online store

• What is WeShopy?

• WeShopy is a family business and an online store based in Brussels, Belgium. Would you like to learn more? Check our About Us page.

• Why should I trust you?

• We are an online store that we wish to grow and see last. With that goal in mind, it is crucial that we meet the demands of our clients to the fullest so that they are happy with their experience with us. It is the best way to guarantee their fidelity and that they become our ambassadors, sharing our store with their friends, colleagues, and relatives.

  Your satisfaction is very valuable to us because it will guarantee our longevity.

• How can I contact you?

• You can contact us via

  • Our contact form
  • Our email address: support@weshopy.com
  • Our Facebook page

Product

• Why can’t I find a certain product?

• The products featured on WeShopy are constantly changing because we depend on independent artisans and manufacturers. Therefore, our products depend on their stock. If a product that you have previously noticed is no longer on our website, it is because we are out of stock. Please check back later to see if it’s available again.

Order

• Do I have to create an account to place an order?

• No, the creation of an account is optional. However, we encourage you to create a free account to make your purchases easier and faster, keep track of your previous orders, and easily follow the progress of your current orders. Your account will allow you to completely control your orders and your personal data.

• How can I use the discount code I received?

• If you have received a discount coupon, you can apply it directly from your basket. Simply enter the code in the “Coupon code” field and click “Apply.” The discount will then be deducted from your basket.

  Please note that discount codes cannot be used for products that are on sale or in conjunction with any other special offers.

• Can I cancel my order?

• Orders are generally placed with our suppliers within 12 hours of your purchase. This is therefore the maximum time you will have to cancel your purchase. After this period, you will have to wait until you receive your order before you can return it to us and get your money back.

  If you wish to cancel your order within the 12 hours, please contact our customer service department.

• Oops! I put in the wrong address! How can I fix it?

• If you have noticed a mistake in the delivery address, please contact our customer service as soon as possible and state your full name and order number ask to change the delivery address. We will then inform the delivery company, who will then make the change if it’s not too late.

• Why haven’t I received an order confirmation email?

• If you haven’t received an order confirmation email, a shipping confirmation email with a tracking number, or a newsletter confirmation email, please follow the below steps:

  • Be patient. The email can take up to 12 hours to arrive in your inbox.
  • Check your spam folder.
  • Double check that you entered the correct email address.

  If you still haven’t received anything after 12 hours, please contact customer service.

Delivery

• How can I track my packages?

• From the moment your order is sent, you will receive a confirmation email containing a tracking number and a link to the delivery service’s website where you can follow the delivery process and know where your package is located at every moment.

• The tracking number of my order isn’t working. What should I do?

• Our tracking numbers are case-sensitive. If you are typing the number into the tracking website manually, make sure that you have input the number correctly and that the case of each letter is correct. To avoid this problem, the best thing to do is to copy the number by highlighting it, right-clicking, and selected “copy” from the drop-down menu to avoid making any mistakes.

  If it still doesn’t work, please contact customer services.

• What are the delivery times?

• Delivery time depends on your location and where the product is shipping from. Here at WeShopy, we task ourselves with finding the most original, authentic, best quality products possible, and that means sourcing goods from around the world. For this reason, we call upon craftspeople and makers spread through different continents, such as Asia, North and South America, and Europe.

  Here are the delivery times observed according to the region of the world where you live:

  • USA: 8 to 21 days
  • Europe: 15 to 45 days
  • Other countries: 21 to 60 days

  Once your purchase is completed, you will receive a tracking number in your shipping confirmation email. That number will allow you to follow your package from its departure location to you. Note that this number is not sent when you place your order, but a few days later, when the order is shipped.

• What are the shipping costs?

• Shipping costs vary based on your location, the size and weight of your package, and once chosen, the delivery option. In some cases, the delivery could be free (for any purchase over 40€)!

  To find out the shipping cost for a product, add the desired product to your basket, and the delivery cost will be displayed when you access your basket.

• Will I have to pay border fees?

• In most cases, you will not have to pay border fees because the parcels are generally small, and the value of the items is negligible. However, depending on the size and value of your purchase, you may have to pay border fees. These fees are not covered by Weshopy.com.

  If in doubt, please research the border control fees for your country before processing the order.

• What should I do if I do not receive my package?

• If you were unavailable during delivery time, the carrier will normally place a visit notice in your mailbox or on your door. On that notice, you will information letting you know when the carrier will try again or where you can pick up your package.

  It may happen that the carrier does not leave a visit notice. We suggest you check the status of your delivery regularly using the tracking number given to you in the shipping confirmation email.

  If your package is tagged as “Delivered” but you have not received it, please check with your building security personnel or with your neighbors.

  If your package is tagged as “Returned to sender” or you have not received it, please contact our customer service.

  Refunds for non-received items will only be made if you have not received your order after 45 days following the date of purchase. We are sorry for this delay, but it has turned out that some packages may, in some extreme cases, only arrive 6 weeks after you ordered it from us. After this period, we will consider the package to be permanently lost and will proceed immediately to the refund.

Return

• How do I return a product for a refund?

• If for any reason you are not satisfied with your purchase, please contact our customer service within the 30 days following receipt of the product. We will send you information describing our return and refund procedure.

  Once your request is approved and the product is returned, the your refund will be processed and a credit will be automatically be applied to your credit card or original method of payment, within 8 days.

  For more details on our return/refund policy, please refer to this page.

• Who pays for the return shipping fees?

• We examine all returns on a case-by-case basis in order to determine who is responsible for paying all shipping costs

  The return fee will be refunded in the form of store credit (maximum $12), and only if the item is found to be defective, does not work or does not correspond to its description. In all other cases, you are responsible for the return costs.

Payment

• Is online payment secure?

• Yes, absolutely! All online payments on WeShopy are processed by Stripe or PayPal. Stripe is an ultra-secure online payment service that allows you to pay for your order without worrying about security.

• Is my credit card information stored on your website?

• Absolutely not! No credit card information is ever stored on our servers. We use Stripe.com, one of the most secure and reputable payment processors available. Our website complies with the Payment Card Industry Data Security Standards (PCI DSS). Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry. Stripe forces HTTPS for all services using TLS (SSL).

  All card numbers are encrypted on disk with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons are able to obtain plaintext card numbers; instead, they can just request that cards be sent to a service provider on a static whitelist. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure and doesn’t share any credentials with Stripe’s primary services (API, website, etc.).

  WeShopy never sees or has access to your credit card data at all. When payment information is collected, it is securely transmitted directly to Stripe without it passing through our servers, so you can rest assured that your credit card information is safe.

• What are the accepted payment methods?

• We accept all major debit/credit cards and Paypal + some local cards

  

• When will the money be deducted from my payment method?

• When the money is deducted depends on the payment method you chose. In the case of a credit or debit card, the payment will be deducted once the order is shipped. If you use PayPal, the amount of the order will be deducted when the order is validated.

My account

• Why can’t I log in to my account?

• Please double check that you have entered the correct email address and password. If you have forgotten your password, you can ask for a new one by clicking the “Forgotten password” button visible at the bottom of the login form. If this doesn’t resolve your issue, please contact customer services.

• Is my data protected?

• Absolutely! At WeShopy, we believe in the importance of keeping data secure, as well as our clients right to confidentiality. That’s why we installed a double security system on our website.

• How can I change my email address or physical address?

• To change your information, log in to your client account and click on the “Addresses” tab to change your physical address or the “Account details” tab to change your email address.

  Don’t forget to click on “Save” when you are done to save your changes.

Environment

• Have you thought about the negative impact of international freight on the climate?

• We are aware of the impact international freight has on our planet, and it is a real concern for our team. It is crucial for everyone to take into account the interests of future generations. That is why we donate 3% or more of our profits towards PurProjet, a social enterprise whose mission is to generate, energize, and preserve ecosystems and the climate.

  When the time comes, we will let you know the exact amount of our donation via our website and our social networks (Facebook and Instagram).