FAQ

Price, Tax & Fees

Are there any hidden fees or customs taxes?

No, there are absolutely no hidden fees, customs charges, or unexpected taxes. Our store maintains fully transparent pricing. The price shown at checkout is the final amount you pay.

Why is your price already tax-included?

To deliver a worry-free shopping experience, all displayed product prices include VAT, import tax and customs duties. This protects you from extra or unpredictable customs charges upon delivery.

Will I be charged extra fees upon delivery?

You will never face additional charges when receiving your package. All tax and duty expenses are pre-paid and covered in your order price.

Packaging & Privacy

Is my package shipped in discreet packaging?

Yes. All orders are packed in plain, unmarked outer packaging. There will be no descriptive labels or sensitive wording on the parcel or shipping label, to protect your privacy.

What name will appear on my credit card / bank statement?

Your bank statement will show a neutral merchant name. There will be no sensitive terms related to the products on your billing record.

Will my personal information be shared with third parties?

We never sell, rent or share your personal details with outside parties. Your information is only used to process your order and deliver customer support. View our full Privacy Policy for details.

Shipping & Delivery

How long will delivery take?

All orders are processed within 1–2 business days. Standard shipping takes 4–6 business days, expedited shipping takes 2–4 business days for US and international orders.

Where do you ship from?

US orders are fulfilled from domestic or overseas warehouses. All international orders ship from our overseas warehouses for fast, reliable worldwide delivery.

Do you offer free shipping? What is the minimum order amount?

Yes, free worldwide standard shipping on all orders, no minimum purchase required. No shipping fees apply to any order.

How can I track my order?

Once your package ships, we will send a tracking number and tracking link to your registered email. You may check your shipment status online anytime.

Can my package be held at customs?

We pre-pay all duties and taxes for every order, which greatly lowers customs inspection risks. In rare cases of delays, our team will fully assist you with solutions including reshipment or refund.

Payment Security

Is your website secure for payment?

Yes. Our site uses SSL encryption and trusted global payment gateways. All checkout transactions are fully encrypted, private and secure.

What payment methods do you accept?

We support major global payment options including Visa, Mastercard, PayPal, Apple Pay, Google Pay, plus popular local European payment methods for smooth checkout.

Why might my payment fail?

Payment failures commonly result from bank anti-fraud rules, international transaction limits or temporary network issues. Try another card or PayPal, or contact our support team for help.

Will you store my credit card details?

No. We do not store your credit card or payment information. All payment data is securely processed by authorized third-party payment providers.

Order Related Questions

Can I cancel or modify my order?

You may cancel or modify your order freely within 24 hours after payment. Once your order enters processing, changes or cancellation are no longer available.

Can I change my shipping address after checkout?

Address edits are permitted within 24 hours of placing your order. Please contact our support team immediately before your item ships.

Will I receive an order confirmation?

Yes. You will get an official order confirmation email right after successful payment, including your order details, billing info and shipping plan.

Returns, Refunds & After-Sales

What if my package is lost, stolen or marked delivered but I never receive it?

We take full responsibility for shipping risks. If your package is lost, stolen or missing despite a delivered status, we will open an investigation with the carrier. Depending on the carrier’s conclusion, we offer free reshipment or full refund at no cost to you.

What if I receive damaged, wrong, or defective items?

If you receive damaged, defective, incorrect or missing items, please send clear photos to our support team within 7 days after delivery. We will arrange a free replacement or full refund, and you do not need to return faulty products.

Do you offer free returns?

Yes. We provide a 30-day confidential, hassle-free return policy for any reason. Return service is completely free for eligible orders.

Do I need to pay for return shipping?

No. Return shipping fees are fully covered by our store for qualified returns.

How long do refunds take to process?

After we receive and inspect returned goods or approve your refund request, funds will be issued back to your original payment method within 3–7 business days.

Product Quality & Inventory

Are your products official licensed merchandise?

Welnook is an independent general merchandise retailer. Most of our goods are everyday consumer products. Any references to third-party brands are for descriptive purposes only. We are not affiliated, endorsed, or sponsored by the respective trademark owners unless explicitly stated. Every product undergoes strict quality inspection before shipment.

Are the products durable with good quality?

Yes. All products undergo strict quality inspection before shipment. Our items are crafted from medical-grade silicone, BPA-Free & Phthalate-Free, skin-safe and non-toxic premium materials. They are waterproof, easy to clean and built for long-lasting use. We prioritize durability, fine workmanship and customer satisfaction.

Is the silicone body safe for skin contact?

All silicone components are medical-grade, phthalate-free and BPA-free. Safe for direct skin contact, non-irritating and easy to sanitize.

Are the products suitable for sensitive skin?

Our medical-grade silicone items are hypoallergenic. They contain no harsh chemicals and are designed for sensitive skin. If you have known allergies to silicone, please refrain from use.

Are there any safety tips for using the products?

For hygiene purposes, please clean before and after every use. Stop use immediately if discomfort or irritation occurs. Keep out of reach of children.

Can the product be washed in a washing machine?

Hand wash only. Do not machine wash, tumble dry, iron or bleach. Proper cleaning helps extend product service life.

Do you restock out-of-stock products?

Most popular items are restocked regularly. If an item is out of stock, contact support to ask about restock timelines.

Cookies & Data

Will my browsing activity be tracked?

We use cookies and Meta Pixel for advertising only if you accept marketing cookies in our popup. You can disable marketing tracking anytime without impacting normal shopping. Please review our Cookie Policy and Privacy Policy for full details.

Contact Support

Shop：Welnook

Email: Support@Welnook.com

WhatsApp: +1 (831) 249‑8834

We reply to all emails within 24 hours on business days. All communications are strictly confidential.