FAQ

Order

How do I shop?
Use the ‘Add to cart’ buttons by each product to fill up your basket. If you wish to change the quantity of an item or delete an item from your basket, click on the cart icon on top left – make your change and press the ‘Update cart’ button. Select your shipping destination country to recalculate the cart – at this point you will have confirmation of the total cost of your goods including shipping. When you’re finished shopping click the ‘Proceed to Checkout’ link.

Fill in your billing and shipping information, you will receive an automatic email acknowledging your order after click the “Proceed to Checkout” button (if you don’t, either you entered your email address incorrectly or your spam filter is blocking us!

I changed my mind. How do I add/remove items or cancel my order?
Currently we don’t support adding to or removing items from an existing order. Please click “My Account” link at the top navigation menu and cancel your order instead and recreate it to your liking.

Is the item I want in stock?
All products displayed on our site are normally in stock unless stated otherwise. Occasionally we go out of stock at short notice or won’t have enough to cover your order. In this case we’ll let you know. You can have two options, either replace with other same value product or request refund for that particular product. If you urgently need an item it’s always best to confirm stock by contacting us via email

How do I pay?
We accept PayPal only. Don’t have a PayPal account. Don’t worry. PayPal accepts Credit cards even if you don’t have the PayPal account. Visa Debit Card and Debit Mastercards are both acceptable by PayPal.

Has my order shipped?
Click the “My Account” link at the top navigation menu of our site to check the order status.

How do I track my order?
Click the “You will receive an email with the tracking link after the package has been mailed out.

My order never arrived.
Please contact us if your order has not arrived after 18 working days from the delivery date.

I receive a damaged item.
Occasionally an item can be damaged in transit. Please contact us before returning anything as we’ll take the necessary steps to minimise any trouble on your part.

My order status shows as “Return”.
There are many instances why a package may be marked as “return to warehouse.” Below are some of the most common reasons:

• Complications with the shipping address. (missing information such as street name, typos, misspelling, and other identifiers, e.g. writing ‘123’ instead of ‘apt. 123’)
• The addressee has moved without providing a forwarding address
• The item is refused by the addressee (someone at the address told the mail carrier that no one with that name lives there/works there)
• Package was unclaimed (common for international customers, packages may be held at the local post office or customs office for pick-up, and if the recipient does not go and pick it up within a certain time frame it will be sent back to us)*
• Refusal to pay customs (only applies to international customers – this means you did not pay customs fees/import tax on the item, or refused to pay them)*

*Usually, if your package needs to be picked up from the post office by you in person, or import taxes need to be paid, you will receive a note in the mail from your local post office or customs agent indicating when and how to get your package. Any notices or notes left by the mail carrier are determined by the mail carrier, and not by Washi Wednesday.

The tracking page usually do not display the reason why the package is unable to be delivered, the reason . If your shipment is marked “return to sender”, feel free to contact us and let us know about the situation. Please be sure to double check your order confirmation email, your account, or your shipment confirmation email to confirm that you provided the correct address, and that no typos or errors were made.

Please note that we unfortunately cannot re-ship orders until the original package is returned to us, and we cannot intercept or redirect a package once it is marked as “return to sender”. Packages being returned the sender are generally considered low priority by the postal service and may move slowly, so unfortunately we can’t provide an estimate as to when returned packages arrive back at our warehouse.

If a package is returned to us because an incorrect address was provided at checkout, you will be responsible for the charges to re-ship the package.

I receive an incorrect item/missing item.
If an item is incorrect or missing from your order, please contact us with your order ID number and information regarding the wrong or missing product.

Account

How do I create an account?
Click the “My Account” link at the top navigation menu. You can either click “Register” or login with your social account and finished with filling up the billing and shipping address.

How do I edit my account information?
Click the “My account” link at the top navigation menu of our site to edit your account information.

I forgot my password.
Click the “My account” link at the top navigation menu of our site, under the login box you’ll see a link that says “Forgot your password?”. Fill in your username or email address to reset your password. The reset link will be sent via email.

How do I unlink social account?
Click the “My account” link at the top navigation menu of our site, press the “Unlink” button under “My Social Login Accounts”.

Loyalty Program

Loyalty points equal 10% of the value of your last order with Washi Wednesday, excluding shipping charges, and is available to be used toward your next order once your last order has shipped. Each time you place a new order, loyalty points equal to 10% of the value of your order will be given to you. Loyalty points expire 180 days after your last purchase with Washi Wednesday.

Others

What are your Terms and Conditions?
Please see our Terms and Conditions here.

What is your Privacy Policy?
Please click this link for more detail.

Do I have to pay import duty or taxes and charges?
Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility.
Please check with your country’s customs office to determine what these additional costs will be prior to buying.

Do you accept customisation design request?
Sorry, the manufacturers do not accept customisation design request.

Any unanswered questions? Contact Us