Here are a few of the most frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions, please send us an email at email@example.com
- Which currency will I be charged in?
We process all orders in AUD. While the content of the cart is displayed in several currencies, you will checkout using AUD at the most current exchange rate.
- Where do you ship from?
We ship from our partner warehouses and factories located in Australia, the United States and China. So, please expect your items to be shipped separately (if you order more than one item) as different factories specialise in different areas of manufacturing.
- How long will it take for my items to arrive?
We continue to work hard to process and deliver your orders to Australia and New Zealand in these unprecedented times. However, along with other organisations, we are experiencing increased levels of employee absence due to illness and self-isolation. Therefore, order processing and delivery times can be slightly longer than usual, but we do guarantee the delivery of every order.
It usually takes 7 to 15 business days for all orders to arrive. Shipping times vary from product-to-product; based on the demand and shipping location. Please note that weekends are not considered business days.
- Where is my tracking number?
It will usually take between 1 and 5 business days to get your tracking number. You can enter your order number and email on our tracking page: https://www.wintercocoon.com/apps/tracktor/track
If you encounter any issues while tracking your order, please contact our customer service.
- Where can I place an order from?
Some countries are not served by our carriers. If you are not able to order a product, please email us at firstname.lastname@example.org
- How much do you charge for shipping?
Due to the COVID-19 situation, many carriers have increased their shipping rates. However, to compensate for longer delivery times, we have decided to offer FREE SHIPPING on ALL ORDERS.
- Where is your company located?
Our online business has its offices located in Belgium, Europe.
- Where are your products manufactured?
When buying WinterCocoon products, you can be assured that you are buying quality. We pride ourselves on the fact that all our products are designed and engineered in Europe and then manufactured in China by our own in-house team. We adhere to strict quality checks, the latest regulations, and perform our own rigorous testing. We continually listen to our customers’ feedback and incorporate improvements to our designs and range.
- Will I receive a confirmation number when I place my order?
Yes, all customers will receive an order number after placing their orders. If you have not received it in that time frame, then be sure to check your spam inbox. Please contact us if you don’t receive a confirmation number within 72 hours.
- Who can I contact if I have a problem with my order?
All inquiries can be forwarded to email@example.com
- How can I pay?
We accept all Major Credit Cards: Visa, Mastercard. We also accept PayPal and Apple Pay.
- Is checkout on this site safe and secure?
Yes, we use state-of-the-art SSL Secure encryption to keep your personal and financial information 100% protected.
12. Do I need to pay Duties or VAT on my order when it arrives in my country?
Depending upon your country, being required to pay duties and/or VAT on your order is certainly possible. It is not possible for us to estimate any duties/taxes in advance, or to charge you for this amount. If a Duty or VAT is owed to your country’s customs department, the customs department will notify you when the package arrives in your country.
13. If I enter my email address will you sell my information?
We do not sell any customer information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts.
For any other questions, please contact us by email at firstname.lastname@example.org