To provide you with a clear understanding of our operational standards and policies, welzap.com has prepared the following overview of frequently asked questions and official answers:
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What is the processing time and delivery time for an order?
Once an order has been successfully paid, the standard warehouse processing time is 1 to 3 business days. After the order has been transferred to the logistics carrier, the transit time to the delivery address in the Netherlands is 8 to 10 business days.
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What payment options are available on the platform?
We accept internationally recognized payment cards, including Visa, MasterCard, and American Express, as well as verified transactions through PayPal and Klarna. All transactions are processed in euros (EUR).
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What does the shipping insurance cover and what is the cost?
The optional shipping insurance is charged at exactly 2% of the total purchase amount of the goods. This service covers logistics risks such as loss during international transportation, theft, or irreparable physical damage caused during transit. In the event of a verified incident, the insurance guarantees free replacement delivery or a full refund.
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Within what period can I return an item?
In accordance with applicable regulations, you have the right to submit a return request within 14 days after physically receiving the package. The items must be unused, undamaged, and remain in their original factory packaging.
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When will the purchase amount be refunded?
Once the returned goods have been received and approved by our inspection center, the refund will be processed within 7 business days through the original payment method.
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What are the customer service availability hours?
Our customer service team is available Monday through Sunday, from 09:00 to 00:00. Messages sent outside these hours via service@mail.welzap.com will be answered within 24 hours.
