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Help Hub / Orders & Delivery 

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¿NECESITAS MÁS AYUDA?

Orders & Delivery

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Delivery Information

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información de entrega

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The courier your order is shipped with will be selected by our warehouse based on the best option available, which are; UPS Standard, UPS Express, UPS SurePost (transferred to USPS or Pitney Bowes for Final Mile), OnTrac, AxelHire or DHL.

STANDARD DELIVERY - $5 USD

Estimated delivery 4-7 WORKING DAYS. *Once your order has shipped.

FREE STANDARD DELIVERY available for orders ABOVE $175

EXPRESS DELIVERY - $15 USD

Estimated delivery 3 WORKING DAYS. *Once your order has shipped.

ORDERS OUTSIDE OF MAINLAND US:

Please allow 14 days for your order to be delivered from when the order is shipped as transit times are longer to destinations outside of the mainland US.

Please be aware all orders outside the 48 contiguous United States are sent using UPS SurePost and are delivered with USPS for Final Mile delivery. Due to this, your tracking may stop updating along the way, but rest assured your order is still on the way! If your tracking doesn't update in 14 days, please contact our customer support team for assistance.

PO BOXES, APO BOXES AND MILITARY ADDRESSES:

Due to military handling time, APO, FPO and DPO deliveries to some destinations could take up to 60 days or more. PO box deliveries typically take up to 10 working days but may take slightly longer. If you have any questions our Customer Support team are always on hand to help.

THINGS YOU NEED TO KNOW...
 

  • You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse

 

  • All delivery timeframes start from the day after you place the order unless specified.

 

  • Gift Card purchases don't count towards qualifying for a free shipping threshold.

 

  • Unfortunately, we're unable to deliver to Military Addresses in EU countries.

 

  • In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us.

SHIPPING EXCLUSION LIST

We currently do not ship to the following places:

Afghanistan, Belarus, Burundi, Bonaire, Cambodia, Central African Republic, Cuba, Democratic Republic of Congo, Guadeloupe, Iran, Iraq, Kosovo, Lebanon, Libya, Mali, Martinique, Myanmar, Nicaragua, North Korea, Northern Marianas Islands, Oaxaca Region of Mexico, Pakistan, Réunion, Russia, Somalia, South Georgia and South Sandwich Islands, South Sudan, Sudan, Gauteng Province of South Africa, Syria, St. Barthélemy, St. Martin, St. Pierre and Miquelon, Ukraine, Venezuela, Yemen, Zimbabwe.

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I'M MISSING SOME ITEMS FROM MY ORDER

We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.

CHECK IF YOUR ORDER WILL ARRIVE IN SEPARATE SHIPMENTS

You can check if your order will arrive in separate packages via your shipping confirmation email titled "Your order is on the way".

This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remaining item(s) will arrive shortly afterwards.

CHECKED YOUR ORDER IS CORRECT BUT STILL MISSING AN ITEM?

We're sorry about that!

The item(s) missing may have been out of stock. If we're unable to fulfil item(s) in your order, we'll have sent you an email about this - It’s worth checking your junk/spam folder too!

If you've checked the above and your order isn't arriving in separate packages, and we haven't let you know some of your order is out of stock, please let us know so we can look into this for you.

All claims for orders missing an item(s) must be made within 7 days of the delivery date.

I'VE RECEIVED A DIFFERENT ITEM TO WHAT I ORDERED

In the unlikely event you've receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information and we'll get it sorted;

Your order number

The name of the item you didn't receive

A photo and the name of the item you have received (if the wrong item)

All claims for orders received incorrectly due to receiving the wrong item must be made within 14 days of the delivery date.

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HOW DO I TRACK MY WIKIŌ ORDER?

You'll receive an email once your order has shipped titled "Your Order is on the way", containing your tracking link. Alternatively, you can log into your Wikiō Account and track your order!

ALREADY HAVE A WIKIŌ ACCOUNT?
 

  • Log into your Account
     

  • Check the fulfilment status for your order.

 

  • If the order has been fulfilled, select the order (If status is not yet fulfilled, try again in 24hrs to allow us a little longer to fulfil your order)

 

  • Click on the tracking link to be directed to your tracking


Alternatively, you can use the link provided in your shipping confirmation email.

WHAT IF MY TRACKING HASN'T UPDATED?

No stress! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or Customs Fees.

If you've realised that you've entered an incorrect or incomplete address, please see HERE.

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

For orders placed to Puerto Rico, Hawaii, US Virgin Islands and Guam, APO and FPO addresses, please allow 14+ days for your tracking to update before contacting our team to investigate your order.

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CAN I CANCEL OR MAKE A CHANGE TO MY ORDER?

Unfortunately, we’re unable to make any changes to your order once you've hit 'Place Order' at checkout, this includes:
 

  • Changing the item or size

 

  • Delivery/billing address

 

  • Adding/removing items to your order

 

  • Shipping method


However, there is a 15-minute window where you can cancel your order by locating the order either in your confirmation email, or in your account section, and hitting the 'Cancel Order' button.

Once this time has passed the order can't be cancelled, however you can start a return/exchange once delivered.

I THINK MY ADDRESS IS WRONG ON MY ORDER?

Input the incorrect address at checkout... Sadly, we can't change an address with the courier once the order is placed, however it may be possible to update your delivery preferences with the courier by contacting them directly.

If for any reason your order can't be delivered, the courier will return it to us and you’ll receive an automatic refund once the parcel has reached our warehouse. You can keep an eye on your tracking information for any updates.

If your order hasn't shipped yet, please wait until you receive your tracking email so you can provide the courier with the tracking number and they may be able to amend this for you.

If your order has shipped, please contact the courier directly ASAP as they may be able to help.

Important to know... If you input the incorrect address at checkout, and the order goes missing or is delivered to that location, we cannot be held accountable to refund or replace the order to your preferred location.

¿NECESITAS MÁS AYUDA?

Por favor, póngase en contacto con nuestro equipo de soporte aquí

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