1. Can I amend or cancel my order after I've placed it?
Answer: We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method. However, you can email email@example.com to ask for cancellation. We accept email cancellation within order made within 20-minute.
When you place an order with Whizz, the funds are reserved for us - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order via email, we don't take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again.
2. I've received a faulty item, what should I do?
Answer: We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact us with the following information:
- The order number
- The faulty item's name and sku number
- A description of the fault- Email: firstname.lastname@example.org
3. I've received incorrect item in my order, what should I do?
Answer: We want to sort out any issues with incorrect items straight away. If one of the items you received isn't what you ordered, please send it back to us and we'll refund you as soon as it's arrived back at our warehouse. Please fill in the Return Request Form to say the item is incorrect and put the note in your parcel when you send it back. Please keep incorrect item in original condition.
If you still want the order and they're still in stock, please order them through our website as normal. The easiest way to do this is to log into 'My Account', view your original order, and then add the items to your shopping bag.
4. I am missing an item on my order, what should I do?
Answer: We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact us via Email email@example.com with the order number and the missing item's name and sku number. We will resolve the issue for you as quickly as we can.
5. Can I have items sent to someone as a gift?
Answer: If you want to send something to someone as a gift then you can use their address as the delivery address for your order. You can leave a note on check-out page and we will add your personalized note to our gift receipt (with prices omitted).
We don’t offer a gift wrapping service so the goods will arrive just like a normal order. You might want to give the lucky person a warning so they know to expect a parcel.
We don’t display the prices of items on the gift receipt included with an order so you can keep how much you’ve spent a secret.
In the unlikely event that there’s a problem with the order, we won’t be able to discuss any details with the recipient of the parcel. We can only discuss order and account information with the registered Whizz account holder for the account the order was placed on. If you want to send something to someone as a gift then you can use their address as the delivery address for your order.
6. I've cancelled my order - when my money will be available again?
Answer: If you've cancelled an order through firstname.lastname@example.org within 20-minute the order made, then we won't have taken any money for your order. We only take the money for an order once it's been sent to our warehouse to be packed up.
Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary.
- Credit or debit card - your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a 'Pending or Reserved status'.
- PayPal - the funds will be reserved ready for the payment to be authorized. You may notice a pre-authorization transaction ID on your account.