FAQ

UNDER FAQ / WORTH KNOWING WE WOULD LIKE TO PROVIDE YOU WITH INFORMATION ON THE FOLLOWING TOPICS:

SHIPPING

How much are the shipping costs?

For all your orders will be free shipping.

With which parcel service does the shipment take place?

We ship your order exclusively with FEDEX for order amount over $169.0  After shipping, you will receive an email from us with the tracking number and a link to track the shipment with FEDEX. This way you can always find out about the current status of your package and also redirect it to another address or a desired location within Germany.

Is delivery to a Pack station possible?

Of course we will also send your order to a packing station. To do this, simply enter your post number and the corresponding number of the packing station during the ordering process. We will then send your package to the specified address.

How long is the delivery time of my order?

For orders that we receive by around 2 p.m. on working days from Monday to Friday, your order will usually be dispatched on the same day. However, this depends on the selected payment terms - orders in advance will only be sent after payment instructions. The transit time for packages within Germany is approx. 4-7 days. For shipments abroad, a transit time of 7-10 days is to be expected.

You will receive an email when your order leaves our premises. This also contains the tracking number, which you can use to track your package online. If your order has not arrived one week after dispatch, please contact our customer service at wenchis@126.com - we will then contact FEDEX and clarify the whereabouts of your shipment for you.

My shipment is missing - what now?

Has your order still not arrived after approx. 1 week and has it not been handed in to the neighbors or in the mailbox? In this case, we would like to ask you to contact our team via email so that we can check the whereabouts of the package for you and, if necessary, place an investigation order. Please send us an e-mail to wenchis@126.com

RETURN

return

We always strive to provide you with the best possible customer service! If you are not satisfied with the accessories you have ordered or if you do not like the item(s) for whatever reason, you can send them back to us free of charge.

On the back of your invoice / delivery note you will find a brief explanation of how to process your return to us, including a section for entering the invoice number. This makes it much easier for us to process your return. So it would be very nice if you would use this. The return can also be registered via your WENCHIS customer account. 

How do I get my money back?

The repayment is always made to the payment method that you selected in the ordering process. When purchasing on account, the return may be offset against the outstanding amount. 

If you have any questions about the return, you can also contact us at any time at wenchis@126.com  - by phone at +86-13282902387 or by WhatsApp at +861328290387

COLOR RENDERING

Due to the lighting conditions in the product photography and different screen settings, the color of the product may not be reproduced authentically

DISCOUNT PROMOTIONS

- The discount code is valid once for a purchase at www.dhl99.com up to the specified date.
- If the discount code is limited to a certain category, this will be stated in the advertisement.
- If there is no limit on the discount, it can be applied to all categories except SALE.
- The SALE category is excluded when the voucher is redeemed, ie the discount is not granted on items in this category.
- The voucher code cannot be combined with other promotions. It is therefore not possible to enter several promotional codes at the same time.

VOUCHERS

  • Only 1 voucher can be redeemed per order - 

this cannot be combined with discount vouchers.

  • If the value of the voucher is higher than the value of the shopping cart, a partial redemption is possible. The residual value remains for your next order.
  • Vouchers can only be redeemed during their period of validity. This is 3 years.
  • The voucher amount cannot be paid out.
  • Unfortunately, it is not possible to offset the voucher after the order has been completed.
  • The vouchers can only be redeemed in our online shop at www.dhl99.com, not via third-party platforms.

How do I redeem the voucher?

Place the desired items in the shopping cart and then go to the checkout. Before completing the ordering process, you can enter your voucher code in the given field. The voucher will be deducted directly from your order. You can then complete the ordering process as usual. You will see your voucher listed separately on your order confirmation.

What do I do if the voucher amount is not deducted?

Please first check that you entered the voucher code correctly and the validity period of the voucher. Please also pay attention to upper and lower case letters. If you cannot find any input errors and you have not exceeded the period of validity, please contact us by email or telephone. Please have your customer number and voucher code ready.

Please note:  Unfortunately, it is not possible to offset the voucher after the order has been completed.