How can we help?

FAQ

Payment

What payment methods do you accept?

We accept the following credit/debit cards: MasterCard, Visa and American Express. We only take payment once your order has been shipped. We also accept payment by PayPal or Apple Pay. If you decide to use PayPal, you’ll be taken to either the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering

How onboard delivery works?

First of all, you will need to request your agent/ship chandler/visitor to deliver a package for you on board. Then get in touch with us at hello@wwnation.cc and provide your ETA to a preferable port. After collecting your data, we will let you know if we can deliver your order in that specific time frame and ship it to a delivery person. Be aware that your billing and shipping addresses will be different. Also, depending on your bank security system, you might need a mobile connection to approve your payment via SMS.

Orders that require shipping within the EU will be delivered within three to ten days. Shipping to countries outside of the EU may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

How local delivery works

Our local delivery service is available in Lisbon, Portugal. We will deliver your order for free after payment is processed on the website. 

I'm ordering from outside the EU. Are there customs and duties with my order?

All international shipments may be randomly chosen for inspection. The recipient of an international shipment is thus subject to such import taxes, customs duties, and fees, which are imposed once the shipping reaches clearance. Potential charges for customs clearance must be fulfilled by the recipient.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock or if you’ve asked us to cancel. Please accept our apologies if your order is cancelled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hello@wwnation.cc just in case there’s a problem with your order. Also, please check your mailbox’s spam or junk folder before contacting if the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering at hello@wwantion.cc, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

Shipping

When will my order arrive?

Orders that require shipping within the EU will be delivered within three to ten days. Shipping to countries outside of the EU may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We ship worldwide. Shipping costs will apply and will be added at checkout.

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Returns & Exchanges

Can I return or exchange an item?

You can return your item to us within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. If you’re unsure about clothing sizes, we recommend checking our size chart.

How do I return an item?

Please contact us at hello@wwnation.cc. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the product's packaging when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email us at hello@wwnation.cc with the details. We’ll respond within 48 hours. If you don’t like the product for any reason, we’ll gladly accept it as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item in our warehouse. Still, it can take several days for your bank or credit card provider to process the refund into your account or onto your card.

Gift cards

How do I receive my gift card?

They’re delivered digitally by email and can be redeemed online. You can add it to Apple Wallet Passes on your iOS device from the notification email after buying a gift card.

Does a gift card have a validity date?

Yes. All gift cards are valid for 1 year from the moment of purchase.

Can a gift card be used more than once?

Yes, if there is still a balance remaining on the card.

Can more than one gift card be used towards a purchase?

Yes. A you can redeem another gift card during checkout.

Can a gift card be used to buy a gift card?

No, you can't use a gift card to buy another gift card.

Can a gift card be used to pay for shipping and taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

Get in touch

Have questions about your order, or a general enquiry?