Frequently Asked Questions

  1. DO YOU HAVE A PHYSICAL STORE?

Yes, Wer-Haus is not only a webstore, it is also a concept store located in Barcelona. You can find more info on this link: http://wer-haus.com/about-store/

 

  1. WHERE DO YOU SHIP?

Wer-Haus.com ships worldwide with DHL.  The shipments towards countries located outside of the European Union are exempt from VAT tax.

If you are located outside of the EU the price you see is already exempt of VAT
.

The shipments towards countries that are not inside EU are subject to import duties, custom fees based on the local law in force on the country of origin and are all depending to the Client.

For Russia we ship with EMS, delivery takes 4 to 6 days.

 

  1. WHAT DO DDU AND DDP STAND FOR?

DDP(Delivery Duty Paid)

If you live within the European Community, import duties, custom fees and local sales taxes are already included in the prices stated in the website. Participating countries include: Andorra, Austria, Belgium, Bulgaria, Cyprus, CzechRepublic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greenland,Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco,Netherlands, Poland, Portugal, Romania, Slovak Republic, Slovenia, Spain,Sweden and the United Kingdom.

DDU(Delivery Duty Unpaid)

If you live outside of the European Community, shipments are subject to import duties, local taxes and customs fees. Payment of these DDU fees is the sole responsibility of the Client. Continents: Africa, North America, South America, Australia and Asia. European Continent Countries outside of the European Economic Community: Gibraltar, Iceland, Liechtenstein, Norway and Switzerland. DDU and VAT EXEMPTION Orders shipped outside of the European Economic Community are exempt from Spanish VAT.

 

  1. HOW CAN I RECEIVE UP-TO-DATE INFORMATION REGARDING SALES, EVENTS AND YOUR LATEST COLLECTIONS?

If you are a subscribed Client you will receive on your e-mail newsletters and information regarding all the latest sales, promotions, events and everything regarding Wer-haus.

 

  1. DO YOUR PRICES ON THE WEB SITE INCLUDE THE VAT TAX? I LIVE INSIDE OF EUROPE AND AM NOT EXEMPT FROM VAT TAX.

If you are located in the EU, the prices of the products published on the web site www.wer-haus.com reflect the actual retail price of the goods in Euro and include the local Spanish VAT taxe (21%).

If you live outside of the European Community, you are entitled to VAT tax exemption. The price you see is automaticly the VAT Free price (deducting the 21% of Spanish VAT). The shipment of the order must be to an address outside of the European Community. The final invoice will reflect this tax exemption. Please be reminded that shipments destined outside of the European Community are subject to import taxes and duty fees (DDU Deliver Duties Unpaid) based on your home country’s regulations.

 

  1. IF THE ITEM DOES NOT APPEAR ON YOUR WEB SITE – DO YOU STILL HAVE IT IN YOUR STORES?

What is available online is what is available in the Store in Barcelona, except for new arrival that have not yet been uploaded in the website.

 

  1. I SAW AN ITEM THAT SAYS “PRE-ORDER, ARRIVAL IN SEPTEMBER” AND IT IS JUNE. CAN I ORDER THE ITEM?

Yes. Your order is considered a “Pre-Order” for merchandise that is slated to arrive before the end of the month indicated on the web site. This may mean that the shipment can be 2-3 months from the time you place the order. Note that pre-orders can’t be canceled before actually receiving the item.

 

  1. I JUST MADE AN ORDER FOR AN ITEM THAT HAS “ARRIVAL IN SEPTEMBER” AND IT IS MAY. WHEN DO YOU CHARGE MY CREDIT CARD WITH THE PURCHASE OF THE ORDER?

We charge the card immediately in the moment the order is processed. If the merchandise has not arrived yet, your card will be debited and your order still kept as a reservation. Once the items arrive we will ship immediately.

 

  1. MY ITEMS ARE SLATED TO “ARRIVAL IN SEPTEMBER” – WHEN IN SEPTEMBER?

The delivery can be done anytime before the last day of the stated month.

 

  1. IF I ORDER SOME ITEMS THAT ARE PRE-ORDER AND OTHERS THAT ARE AVAILABLE, WHEN WILL YOU SHIP THE ITEMS?

We ship the items as they arrive, unless we know for a fact that the delivery span between 2 items is less than a week, in which case we wait.

 

  1. I JUST PLACED AN ORDER WITH DISCOUNTED ITEMS. WHAT PRICE WILL APPEAR ON MY INVOICE, THE ORIGINAL VALUE OF THE ITEMS OR THE DISCOUNTED PRICE?

For orders with discounted items, the discounted prices will appear on the invoice.

 

  1. CAN I HAVE AN UPDATE ON THE STATUS OF MY ORDER?

Yes. Please send an E-mail to hello@wer-haus.com with the order number, name and shipping address.

 

  1. WHICH CREDIT CARDS DO YOU ACCEPT?

We accept Visa, MasterCard and American Express. Please note that we work with 3D secure of Visa and we only accept secure cards linked to a mobile. Cards that do not have this funcionality will not be accepted by the system.

 

  1. I DO NOT LIKE TO USE MY CREDIT CARD FOR INTERNET PURCHASES. DO YOU HAVE ANY ALTERNATIVE METHOD OF PAYMENT?

Yes. If you do not have a credit card, or for security reasons you do not want to place your order with a credit card, we gladly accept a Bank Wire Transfer. Please write an E-mail to: hello@wer-haus.com with the list of items (along with colors and sizes) you are interested in ordering, your Name and Family Name and the shipping address and telephone number. You will receive a confirmation E-mail with the availability of the merchandise, the final total amount, the bank details for the wire transfer. As soon as we will receive your e-mail, your order will be kept for you. Please remember that it takes 5-7 business days for this bank operation.

 

  1. I JUST RECEIVED MY ORDER AND THE ITEM IS TOO SMALL. CAN I EXCHANGE IT FOR A LARGER ONE/THE CORRECT ITEM?

If for any reason, you are not satisfied with your order, the unused item(s) can be returned within 14 days of delivery. You are responsible to pay for the shipment of the returned item, import fees and any duty charges. Shipment back to you with the corrected item is FREE of charge. Items can be exchanged only when a different size or colour of the same item code is available. Exchanges for different item codes are currently unavailable. Please follow the instructions as outlined in the Wer-Haus Return Policy (http://wer-haus.com/delivery-returns/).

 

  1. I JUST RECEIVED MY ORDER AND I AM NOT SATISFIED. CAN I RETURN IT FOR A REFUND?

If for any reason, you are not satisfied with your order, the unused item(s) can be returned within 14 days of delivery. You are responsible to pay for the shipment of the returned item, import fees and any duty charges. Shipment back to you with the corrected item is FREE of charge. Refunds will be processed as soon as the returned items have been checked and accepted. For order paid by credit card, the refunded amount will be available to customers in approximately 5 business days. Processing time may vary depending on the credit card company. 
Orders paid by bank transfer will be refunded to the original account. 

Refunds will be issued in the same currency as the original purchase.

If the order is coming back from a country not part of the European Union and Wer-Haus has to pay Re-Entry taxes, Wer-Haus will deduct this taxes from the refund.

 

  1. THERE IS A DEFECT IN MY ORDER/I RECEIVED THE WRONG MERCHANDISE. HOW DO I RETURN THE ITEM?

In the event that there is a defect in the merchandise or an error in the order on the part of Wer-Haus, contact hello@wer-haus.com. You will be given specific instructions on how to return the item. All costs involving shipping or duties re-entry taxes will be paid for by Wer-Haus as well as the shipment of the corrected item.