Returns
SHIPPING POLICY
Willem Tensen usual shipping times are as follow:
Shipping the Package: 3-6 days
USA: 5-30 Days
CA: 15-45 Days
AU: 15-45 Days
Other countries: 15-45 Days
We will send another identical item free of charge if you did not receive your item within 60 days of ordering. If it is the case, please contact our customer service department.
Please note that the shipping time depends of the time of the year. There might delays during holidays.
Returns and Exchanges:
Returns and Exchanges can be made by Willemtensen.com. To return or exchange products you have to contact our customer service within seven (7) days of receiving your package, this date will be verified. Any claims made after seven (7) days will NOT be accepted. Some restrictions apply, verify if your product is eligible for returns. Some products for hygiene reasons or clearance cannot be returned.
How do I make a claim?
For a fast request processing, please follow these 5 easy steps:
You must notify Willemtensen.com about the items you want to return within seven (7) days of delivery. Kindly contact us via email before sending out the parcel for faster and better customer service.
***On any circumstance DO NOT send the products back to the shipping address on the package. The reason is simple, it will be shipped to a warehouse center and not to the office where we process returns.***
On your email please specify the invoice number (Starts with #F….), contact information, and the name you used while passing the order.
Tell us the reasons why you want to return the item(s).
Once we have received the claim from you, our customer representative will inspect your request and contact you. We will email you a return procedure, information to include in your package, with the address of our return center, where you can ship the merchandise.
Send us the product back, and once the merchandise is received, the store credit will be issued to you via a unique gift card number.
On returned items and exchanges, a store credit will be issued to you. A store credit is a unique gift card number that is emailed to you. You can use it towards any future purchase on Willemtensen.com or any of our affiliated websites. A store credit never expires.
Please note that:
Sale Items are FINAL CLEARANCE SALE. Only full price items can be returned.
Shipping and handling fees are not refundable.
All items must be returned in their original condition; unused and including packaging. We will not refund the value of each missing component.
We cannot accept items that have been worn or altered. Even if returned, all used, broken, or altered items will not be refunded. They will be shipped back at the customer’s expense.
Customer is responsible for shipping and handling charges for the exchanged item, actual shipping cost can be greater than product value.
Each returned item comes with a $4.95 handling fee.
Please make sure you read the “Policy exclusions” some items cannot be returned.
While returning items with a value of $75.00 or more, we suggest you to use a shipping method with signature confirmation and tracking number.
Policy exclusions apply for the following items:
Some exclusions can be applied. Please note some items are FINAL SALE.
All SALE items are FINAL CLEARANCE SALE.
For hygiene reasons all bikinis, swimwear, hair bands, sweat dryers, sports towels, socks and underwear are FINAL.
Some restrictions can apply on clothing. Even if returned, clothing without original labels will not be refunded. No returns or exchanges can be made on these items unless received damages, defective or the wrong item(s).
Willemtensen.com strives to provide our customers with the best quality and selection of merchandise while keeping the prices unbelievably low. We also strive to protect the health of our customers and staff; therefore we do not take returns and exchanges on these items for hygiene reasons.
Order Cancellation:
If you just passed your order, contact us, we will try our best to locate your order and make the cancellation. Once you pass your order, we have an automated system that help us ship your order in less than 24h. For that reason, it is almost impossible for us to process a cancellation in time. Please note that there is a $4.95 cancellation fee for system transactions.
If we were unable to cancel your order, while the product arrives, you have seven (7) days to send it back to us. On returned items and exchanges, a store credit will be issued to you. A store credit is a unique gift card number that is emailed to you. You can use it towards any future purchase on Willemtensen.com or any of our affiliated websites. A store credit never expires. We will provide store credit for the product value, without the shipping fees. Contact us for return procedure.
Missing Items:
If an item was missing on the box, we will send you a new item as soon as possible.
Please verify if you have more than one tracking number. Different products can come from different warehouses. Different items often come in separate packages.
How do I make a claim?
For a fast request processing, please follow these 4 easy steps:
You must notify Willemtensen.com about any missing items within seven (7) business days of delivery.
Contact us with the invoice number (Starts with #F….), contact information, and a list of missing items.
Please send us the picture of the package where there is a description of what was in the box.
Once we have received the claim from you, along with the package image, our customer representative will inspect your order and contact you and a new product will be sent to you.
Damaged, Defective or Wrong Items:
We make the best efforts to ensure that all orders are carefully inspected by our staff for damages and defects prior to leaving the warehouse.
In the case of defective or wrong items, please contact customer service via e-mail within 14 days of delivery and provide the nature of the defect. Any claims made after 14 days will NOT be accepted. Our excellent customer care team will work with you to resolve the situation.
In a case of a "Manufacturer Defective Item" or a wrong item sent to you, a new product will be sent to replace the damaged one. We will send you a new item as soon as possible. We are always available to help you solve any issues.
WE CARE ABOUT YOU AND WANT TO PROVIDE YOU A FAIR SOLUTION.
What is a "Manufacture Defective Item"?
“Manufacture Defect” is a problem that becomes part of the product when it is made, as a frailty or shortcoming in a product resulting from a departure from its design specifications during production.
How do I make a claim?
For a fast request processing, please follow these 4 easy steps:
You must notify Willemtensen.com about defective or wrong items within seven (7) days of delivery.
Contact us with the invoice number (Starts with #F….), contact information, and a list of defective items.
For each defective item you must submit to our contact center a picture or small size video of the defective item showing clearly the defect. Describe the damage that has occurred.
Once we have received the claim from you, along with the product images or videos, our customer representative will inspect your order and contact you and a new product will be sent to you to replace the defective one.
Items not received:
Please note that countries customs can delay packages by many weeks, and we do not have any control on your local customs laws or delays.
While contacting customer service via e-mail, specify your invoice number (Starts with #F….), contact information, and a list of the non received items. Our customer service representatives will take care of your situation.
Damaged packaging:
We only ship new products with brand new packaging. If a damaged item is received due to rough delivery, Willemtensen.com is not liable for these damages, claims can be made with the carrier company.
Refused and Unclaimed Shipments:
Any refused or unclaimed packages will be charged all actual shipping costs. Shipping carriers charge for both to and return shipments.
Address Change:
If any wrong address is provided contact us as soon as possible. We will do our best to locate your order and make the address change.
If your package is already shipped or processed by warehouse (we have a really fast order processing) any address changes can be made by you directly with the shipping carrier. Our customer service team will be there to provide you the carriers contact information you need.
Wrong size or color received:
In the case of wrong size or color received we will send you the right item again and you can keep the one we first sent to you.
Please contact customer service via e-mail within seven (7) days of delivery and provide the nature of the mistake. Any claims made after seven (7) days will NOT be accepted. Our excellent customer care team will work with you to resolve the situation.
How do I make a claim?
For a fast request processing, please follow these 4 easy steps:
You must notify Willemtensen.com about mistaken items within seven (7) business days of delivery.
Contact us with the invoice number (Starts with #F….), contact information, and a list of mistaken items.
For each mistaken item you must submit a photo of items to our contact center. Describe if it is a color or size issue that has occurred.
Once we have received the claim from you, along with the product images or videos, our customer representative will inspect your order and contact you and a new product will be sent to you to replace the wrong ones.
You can Contact Us if you need more support.
For any other question please visit our HELP CENTER we are always here to help you: Contact us.
For any returns, click on the link below:
Willem Tensen Team