FREQUENTLY ASKED QUESTIONS
Our "NO IDEA" button found on most product pages, will provide the most optimal size re commendation based on your body dimensions and your body type.
Alternatively you can use the size chart found under the "Size Chart" tab on the product page.
If you need further help, please feel free to contact our customer support.
Please follow the care instruction on the care label of your product.
On wetsuits we offer a 1 year no-nonse warranty of on stitches, bonding of the panels and manufacturing defects.
At WALLIEN we take pride in the unique models we design. That’s why we almost never reproduce our products and they’re only released once on the website. Occasionally, some sold-out products and sizes are restocked. Please sign up for our newsletter to stay up to date! We will announce all restocking and new collections there first.
Your order will be processed on the same day if it was completed before 8:15 am Australian Eastern Standard Time. Please note that we do not process orders on weekends and national holidays.
Your order is shipped from our Sydney warehouse with Australian Post eParcel.
- Standard: 2-8 business days
- Express: 1-4 business days
NEW ZEALAND, UNITED STATES, EUROPE:
International options are available. Delivery times will be shown at checkout.
- Orders over $70 - FREE
- Orders under $70 - $ 9.99 flat fee
- Orders over $70 - $ 6 flat fee
- Orders under $70 - $ 15.99 flat fee
NEW ZEALAND, UNITED STATES, EUROPE:
International options are available. Shipping charges will be calculated at checkout.
For orders within EUROPE you can also check out our worldwide website which offers lower transport rates within Europe: WALLIEN.com.
For orders outside the EU (except for the UK) import duties may apply. Please check your local legislation for more information.
Orders within the EU and the UK do not have any additional import duties.
Always check the tracking link you received via e-mail. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.
Is the delivery address correct and the estimated delivery time unchanged? Then please check your mail to see if you received a note from the shipping company. The package may have been delivered to your neighbours or your delivery window may have been rescheduled.
In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with our customer support. We will look into the whereabouts of your parcel to ensure a quick delivery.
Once an order is placed we instantly process your order to ensure the quickest delivery possible. However, if you wish to change or cancel your order, please contact us immediately. We will look into the status of your order and if it hasn’t been picked yet, we are usually able to change or cancel it for you.
Please contact customer service by email: firstname.lastname@example.org and we will arrange the exchange for you.
Your invoice is included in the shipping confirmation e-mail with a link to the PDF file.
If you can’t find the invoice, please contact our customer service so we can send it to you.
Exchanges & Returns
We offer free returns and a fit guarantee:
- Comfortably try out your item at home.
- Return or exchange it for any reason within 30 days of receipt.
- Get a free return label from us
- Risk-free - 100% of your original payment will be refunded
Return shipping for items on sale and orders outside Australia are not covered by us.
Items should be returned unused, unwashed, and with all labels and hygiene stickers (swimwear only) still attached. Items that do not meet these criteria cannot be refunded.
You can start your exchange or return here http://returns.wallien.com
Please enter your order number and e-mail that you have used when placing the order. If you'd like to exchange you order, please indicate what product and size you would like to receive. After entering your details, you will receive further return instructions through email.
If you requested an exchange, we will ship out your order once your return has been processed in our warehouse.
If you have requested a refund we will process the refund within 3-4 days after your return has been processed in or warehouse. We always refund your money to original payment method. Please note that your bank can also take some time to process the refund.
We will inform you by email once we have:
- Received your return
- Processed your refund
- Shipped out your new order (for an exchange)
We accept payments from:
- VISA, Mastercard and American Express
- Apple Pay
- Shop Pay
- Google Pay
Transaction costs are calculated by the issuer of your credit card. Please refer to them for questions about transaction costs.
PLEASE NOTE: Since we are based in The Netherlands, some credit card issuers apply an additional "international transaction fee".
CAN'T FIND WHAT YOU ARE LOOKING FOR?
No worries! Our Customer Support is here for you!
Contact us via the chat button on this website, through the contact form below or directly via email at email@example.com
Please note that we're based in the Netherland and have European operating hours:
(Mon - Fri 9:00 am - 5:00 pm CET/CEST)