FAQs
PRODUCT
What size should I get?
Our "Size Chart" button, found on most product pages, will provide the most optimal size recommendation based on your body dimensions and type. The pop-up also includes a size chart for reference
If you need further help, don't hesitate to get in touch with our customer support.
How do I care for my product?
Please follow the care instruction on the care label of your product.
What is your warranty policy and do you provide repair options?
We offer a 12 month no-nonsense warranty on wetsuits and swim wear. Please see the details below.
What is Covered
Material Defects: Any defects in the materials of the wetsuit or swim wear, including neoprene, stitching, zippers, and seals.
Workmanship Defects: Any defects in the craftsmanship, including seams, bonding, and overall construction of the wetsuit.
What is Not Covered
This Warranty does not cover the following:
Normal Wear and Tear: Fading, thinning, or fraying of materials due to normal usage.
Damage Due to Misuse: Damage resulting from improper care, neglect, accidents, alterations, or use other than intended.
Exposure to Chemicals: Damage caused by exposure to harsh chemicals, including chlorine, solvents, or bleach.
Environmental Damage: Damage caused by excessive exposure to sunlight, extreme temperatures, or other environmental conditions.
Unauthorized Repairs: Any repairs or modifications made by anyone other than the Company or its authorized service centers.
Fit and sizing issues that arise after the wetsuit has been used.
Warranty Claim Process
Please reach out to use and show proof of the warranty defects (photos) and proof of purchase.
WALLIEN might reach out to repair partners to discuss repair
Return of Product: You may be required to send the defective Product to the repair company for repairs. WALLIENis responsible for shipping costs to return the Product
Repair or Replacement: If the defect is covered, WALLIEN will, at its discretion, either repair the defective Product or replace it with a new or refurbished product of equal or greater value.
We can provide repair services for your item as long as it is within the warranty window. Please contact us for assistance if the issue with your item recurs.
When will you restock my item?
Click the "Notify Me When Available" button on the product page and fill in your email address. We will notify you immediately when your desired product/size is restocked.
At WALLIEN, we take pride in the unique models we design. Therefore we only restock products when the demand is overwhelming.
If you want to ensure you are the first to know about new product releases, please sign up for our newsletter. We will announce all restocking and new collections there first.
Why is there a tiny hole in the arm of my wetsuit?
Please note that the hole is there by design. It is a so-called "drain hole" and ensures water can get out of the suit if caught between the 2 neoprene panels on the shoulder. So don't worry; this is perfectly normal.
SHIPPING
What are your delivery times & shipping costs?
Your order will be processed on the same day if it was completed before 17:00 Central European Time. Please note that we do not process orders on weekends and national holidays. Your orders are shipped from our warehouse in The Netherlands.
Do I have to pay for import duties?
We ship from within the EU, UK, Australia, and the USA. So orders from within these regions do not have any additional import duties.
Import duties may apply to orders outside the EU, UK, Australia, and USA. Please check your local legislation for more information.
Where is my package?
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.
MY ORDER
How can I change / cancel my order?
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.
What if I receive the wrong product?
Please contact customer service by email: [email protected] and we will arrange the exchange for you.
Where can I find my invoice?
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.
How do I track my order?
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 12 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
What should I do if I haven't received my order?
If you've received a notification that your package has been delivered but you haven't received it, please allow us to investigate by forwarding the issue to our warehouse team. We'll get back to you with an update as soon as possible.
How can I apply for a discount when signing up for the newsletter?
After subscribing to our newsletter, you'll receive a discount code that can be applied at checkout for savings on your purchase. If you encounter any issue receiving your code, please contact us for assistance, and we will generate the appropriate discount for you.
What should I do if the swimsuit I received has a defect or is faulty?
If you receive a swimsuit that is defective or faulty, you can return it using the link provided on our website. We aim to ensure the quality of our products and will assist you through the return or exchange process for any unsatisfactory items.
What should I do if I notice an unauthorized billing item?
If there is an unauthorized billing item on your account, please provide the transaction amount, the date, and any relevant reference number, order number, or email address linked to the transaction. We will investigate the issue and ensure any charges made in error are corrected with a refund if applicable.
Why didn’t the discount apply when I tried to complete my order?
If a discount did not apply during checkout, please verify if there are specific conditions related to the discount. Ensure that the promotion is valid at the time of checkout and provide order details if further assistance is needed to resolve the issue.
EXCHANGES & RETURNS
What is your exchange & return policy?
We offer refunds and exchanges within 30 days of purchase (or 14 days for items on sale). To be eligible for a refund or exchange, items must be returned in their original condition, with all tags, hygiene stickers (swimwear only), and packaging intact.
Return policy:
- Free exchanges can only be applied once per order. Please consider your exchange carefully.
- Free Shipping is available on orders over €99/£99/$99 to AU, UK, NL, IE, FR, DE, SP, PT, IT, BE, and US.
- Paid shipping is available to other EU countries and select other countries.
- Comfortably try out your fit at home
- Free Return label from us for Australia, EU countries, the UK, and the US
- Risk-free - 100% of your original payment will be refunded
- Free return shipping excludes items on sale and orders outside Australia, EU countries, UK, US.
- Return shipping label cost for refunds and exchanges for items on sale will be charged to the customer when announcing the return in our returns portal
How can I exchange or return an item?
You can start your exchange or return here WALLIEN returns & exchanges
Please enter the order number and e-mail address you used to place the order.
After entering your details, the portal will guide you through the process.
When do I receive my refund or exchange?
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 7 days after your return has been processed in or warehouse. It can take up to 3 weeks after posting your return.
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:
- Processed your refund
- Shipped out your new order (for an exchange)
BRAND & PROMOTION
How do I become a Wallien ambassador?
If you're interested in becoming an ambassador for our brand, we encourage you to apply through our dedicated platform, the Wallien Ambassador Application. We're eagerly looking forward to your application and the possibility of welcoming you to our team of ambassadors.
How can I unsubscribe from your emails?
If you wish to unsubscribe from our promotional emails, use the unsubscribe link in one of our emails, and you'll be automatically unsubscribed. Note that you might still receive transactional emails related to your orders or account updates, as they are necessary for our services.
Get support
- Contact usContact us via the chat button on this website, through the contact form below or directly via email at [email protected] Please note that we're based in the Netherland and have European operating hours: (Mon - Fri 11:00 am - 15:00 pm CET/CEST)
- Chat with usChat with WALLIEN