Question 1

How do I get in contact with the Woovin team?

Accepted Answer

Our help center answers most questions. Still need help from our team? Send your question to {{woovin_email}} and we'll be happy to assist.

Our team aims to respond to all emails within 24 hours on business days (Monday to Friday).

Question 2

How do I get in contact with a Woovin store?

Accepted Answer

For any question you can always reach out to the Woovin team. We help you with virtually any question and, if necessary, we contact the relevant store directly.

Thanks to our close collaboration with all stores, we make sure your question is handled quickly and correctly — no need to contact the store yourself.

Send your question to {{woovin_email}} and we'll be happy to assist. Our team aims to respond to all emails within 24 hours on business days (Monday to Friday).

Question 3

Can I order multiple items at once?

Accepted Answer

Woovin is a marketplace with different verified stores. This means every order is processed and shipped separately per store.

As a result, it is currently not possible to combine items from different stores into one order. You can place a separate order for each item.

Question 4

Is every item on Woovin authentic?

Accepted Answer

Only 100% authentic items are allowed on Woovin.

Our verified stores confirm the authenticity of every item they list on Woovin. All our stores specialise in exclusive sneakers and apparel, and every item is verified as authentic before it is shipped. Our Service & Verification system guarantees secure transactions on our platform. As an intermediary, we complete the transaction between the customer and our verified Woovin store once the order has been handled to satisfaction.

Question 5

Is every item on Woovin brand-new?

Accepted Answer

Only 100% new items are offered on Woovin by our verified stores. Items are delivered with all accessories, including extra laces where available. Our verified stores confirm the new and unworn condition of every item they list on Woovin.

Question 6

When will my order be shipped?

Accepted Answer

We work with two different shipping timelines for our verified stores, depending on the store's logistics process. You can find all information about your order status on the Track your order page.

Some orders are processed within two business days as standard, while others have a processing time of 4–7 business days. This is communicated upfront when you place your order. Some stores work with a network of partners, with part of their inventory stored elsewhere in Europe. In those cases the logistics process takes a bit longer, resulting in a shipping window of 4–7 business days.

Once your order has been shipped, you will receive an email with a Track & Trace link to follow your insured shipment. After dispatch, your item is typically delivered within a few business days.

Question 7

Why is my order delayed?

Accepted Answer

Has your order been delayed? Enter your order number and email address on the Track & Trace page to view the current status of your package.

Orders are normally always shipped within the stated shipping window. In rare cases a delay may occur in the logistics process. Woovin will provide a compensation as a small gesture, which you will receive by email. We will of course keep you closely informed of your order status.

If you no longer wish to wait for your order, you can request a full refund from Woovin at any time by emailing {{woovin_email}}. If a package is delayed by more than three business days, you can also request a full refund directly through the platform.

Question 8

Something seems to be going wrong with the delivery of my package?

Accepted Answer

Has your package not been marked as delivered and do you think it may be lost? We ask you to wait until at least 5 business days have passed without any new tracking updates. After that we can immediately open an investigation for you.

Does the tracking show your package as delivered, but you haven't received it? Please contact the Woovin support team within 3 business days of the delivered notification so we can look into this for you quickly.

In both cases we are here for you. Feel free to reach out at {{woovin_email}} and we'll help you as soon as possible.

Question 9

What is the shipping time at Woovin?

Accepted Answer

We work with two different shipping timelines for our verified stores, depending on the store's logistics process.

Some orders are processed within two business days as standard, while others have a processing time of 4–7 business days. This is communicated upfront when you place your order. Some stores work with a network of partners, with part of their inventory stored elsewhere in Europe. In those cases the logistics process takes a bit longer, resulting in a shipping window of 4–7 business days.

Question 10

Is my order shipped with insurance?

Accepted Answer

Correct and safe delivery is our highest priority. That is why every order on Woovin is shipped with insurance.

We work with reliable carriers such as DPD, UPS and GLS and exclusively use their insured shipping services. This means you are always protected during transit.

Question 11

When can I expect my refund?

Accepted Answer

Once your return shipment has been received by the store, it is usually processed within 3–5 business days. Once processed, the refund is initiated immediately.

Please note that it may then take another 3–5 business days for the amount to appear in your account, depending on the payment method you used.

Question 12

How long do I have to return my order?

Accepted Answer

You have 14 days from the date of receipt to register your return. Make sure the return is shipped within 14 days after registration.

Question 13

What are the costs of returning my order?

Accepted Answer

If you want to return an item, you will receive the full purchase price back. The cost of the return shipment to the store is at your own expense.

Question 14

I received a wrong or damaged product?

Accepted Answer

Did you receive an item that is damaged or does not match what you ordered? We apologise for the inconvenience.

You can easily return the item through our return portal. Once the package has arrived at the store, the item will be inspected. If it turns out the item is indeed damaged or incorrectly delivered, you will receive a full refund, including the return costs.

Would you still like to receive the correct item? Feel free to contact the Woovin team at {{woovin_email}}. We'll be happy to look into whether the store can still deliver the correct item.

Question 15

Something seems to be going wrong with the delivery of my return?

Accepted Answer

Has your return shipment had no tracking update for 5 business days and has it not been delivered yet? Please contact the Woovin team at {{woovin_email}}. For customers from the Netherlands, Belgium, Germany and Austria, Woovin provides a return label. These return labels are always shipped with insurance. If a return shipment is not correctly delivered to the store, Woovin will open an investigation.

Returning an item from a country not listed above? You will need to create your own shipping label and register your return through the return portal. It is important to send your package with insurance, as Woovin cannot be held responsible for lost return shipments.

Question 16

I cannot find the refund in my account?

Accepted Answer

Has your order status shown 'refunded' for more than 5 business days? The amount should by now be in the account you used to pay. Depending on your payment method, the refund may appear under different names. We recommend searching for the amount, the order number, the name Woovin or the name Mollie (our payment system).

Still don't see the refund after 10 business days? Feel free to contact the Woovin team at {{woovin_email}}. We'll be happy to look into it.

Question 17

Why does processing the refund take an average of 3–5 business days?

Accepted Answer

We do our best to process refunds as quickly as possible. We depend on our payment system (Mollie) and the payment method you used. Processing times vary per payment method: in some cases the amount is in your account within 1 business day, while in others it may take more than 5 business days.

Still don't see the refund after 10 business days? Feel free to contact the Woovin team at {{woovin_email}}.

Question 18

Can I receive the refund via a different payment method?

Accepted Answer

It is not possible to receive a refund via a different payment method. Refunds are processed through our payment system (Mollie) and are linked to the payment method used for the order.

This means the amount will always be returned to the original payment method.

Question 19

Can I cancel my order?

Accepted Answer

Cancelling an order Before an order has been shipped, you can request a full refund. Please contact the Woovin team at {{woovin_email}}. If you submit such a request, we will forward it to the relevant Woovin store, which handles the further processing. In most cases requests are processed on time. However, it may happen that a package is already ready for shipment and can no longer be cancelled in time.

Cancelling a delayed order If an order cannot be shipped on time and the delay exceeds 3 business days, you can request a full refund at any time through the platform. If the item is not shipped within 1 business day of your request, your order will automatically be fully refunded.

Question 20

Why was my order cancelled?

Accepted Answer

Due to the exclusivity and high demand for Woovin items, in exceptional cases a store may need to cancel an order — for example due to a stock issue or a logistical challenge. In that case the customer receives the full purchase amount back.

Woovin also provides a compensation and ensures the full amount is refunded within 3 business days of cancellation. Woovin is of course ready to support the customer in this situation. For questions or help you can always reach out at {{woovin_email}}.

How can we help you?

General

Shipping

Returns

Refunds