LIVINGUARD SPECIAL - Now 25 % off Livinguard products. Valid from 6th-19th May. Offer cannot be combined with other discounts
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Orders

Here we answer all your questions about orders.

ORDERS FROM THE UNITED KINGDOM AND IRELAND

Orders from Great Britain and Ireland

Due to recent events we would like to inform you about the latest announcement from DHL regarding shipping to the UK and Ireland.

"Due to the reported mutation of the coronavirus, various European governments have restricted the connections with the United Kingdom from December 20 or 21, 2020, among others, the French government has closed the Eurotunnel for travel and freight traffic for at least 48 hours (cf. https://www.eurotunnel.com/uk/travelling-with-us/latest/covid-19/). The same applies to the ferry ports. Our transport routes to Ireland are also affected by this interruption of transport connections.
For this reason, we are unfortunately forced to implement a complete delivery stop for DHL Paket International, DHL Paket Connect and DHL Europaket shipments to the UK and Ireland with immediate effect until further notice. We ask for your understanding that not all events can always be foreseen in time and that we therefore sometimes have to take measures at very short notice.
Therefore, we will have to return all shipments including bulky goods for Great Britain and Ireland to the senders immediately. This may also affect shipments that you have already handed over to us."

As far as we are aware at this stage, merchandise mail items are not yet affected by this.
We understand that this is by no means a smooth process for you and your customers.
However, we would also like to ask for your understanding that we have no possibility to intervene in such measures.
Please feel free to contact us if you have any questions.

We wish you a wonderful holiday season and above all: stay healthy!

Why couldn't my payment be processed?

WHY IS MY ORDER OR PAYMENT PROCESS NOT WORKING?

If you encounter difficulties during the ordering process, you can try to choose another payment method or place the order from another terminal (smartphone, laptop, computer, tablet,...).

I have not yet received a receipt of purchase. How should I proceed?

I HAVE NOT YET RECEIVED AN INVOICE. HOW SHOULD I PROCEED?

If you haven't received an invoice yet, there are usually two reasons for this: Either your order has not yet been shipped from our warehouse (invoices are automatically created and sent to you only when the goods leave the warehouse) or our invoice has landed in your spam folder.
So if you have ordered recently, we would ask you to be patient. However, if your order was placed a few working days ago and you do not have a message from us in your spam folder, please contact us at support@wingguard.de.

Can I cancel/return my order?

CAN I CANCEL MY ORDER?

Yes, you can return the delivered goods within the given cancellation period as long as you have not opened/used/worn the goods, as they are sensitive personal hygiene items.

When will I receive my refund?

WHEN WILL I RECEIVE MY REFUND?

Refunds will be made 3-5 working days after receipt of your returned item(s) to our warehouse.

HOW DO I REDEEM A VOUCHER?

How do I redeem a voucher?

You can enter your voucher code in the "Voucher code" field during the purchase process. With a click on "Redeem voucher" the discount will be deducted automatically.

Why have I not received an order confirmation?

Why have I not received an order confirmation?

Immediately after your order you will receive a confirmation by e-mail. If you have not received this, please check your spam folder. In exceptional cases, it may inadvertently be classified as spam. If you do not find an e-mail address in the spam folder, it is possible that your e-mail address was incorrect or that the order got stuck in our system. In both cases please contact our customer service with the order number by e-mail to support@wingguard.de.

My name/address has changed.

My name/address has changed.

You can easily and quickly change name and address yourself in your user account online. There you can edit both the billing address and the delivery address. To change the billing address or to change the delivery address of an order you have already placed, please contact our customer service using our contact form or by e-mail to support@wingguard.de

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