FAQ

The answers provided in this FAQ section are intended for general informational purposes only. In the case of any inconsistencies or discrepancies between the content in this FAQ and our Terms and Conditions, the Terms and Conditions will prevail. For more detailed and legally binding provisions, please refer to our Terms and Conditions.

Where is my order?

You can track your order at all times. When your order is confirmed you will receive a confirmation order id by email and when it's being shipped you will receive a tracking number which you can use to follow your items all the way at our carriers website. We work with the best carriers to provide you with the most efficient e fastest shipping service. Please note, the tracking number may take a while to become available. If you don’t find this information in your inbox please check your spam/junk folder.

Can I ADD or CHANGE items?

Orders are processed as soon as you place them, so it's not possible to add or change items. We recommend you to place a new order for the items you wish to add.

Can I cancel the order?

If you realize that you made a mistake and ordered either the wrong size, color or style, you can cancel if you let us know within 2 hours of placing the order.

You can click on the button Cancel on the page My Order

What does “Pending” mean?

The term "Pending" means that your order is being assigned to one of our warehouses, payment is being verified, shipping data is being confirmed and any logistic issues resolved.

What does “Processing” mean?

The term "Processing" means our warehouse is preparing every garment you ordered to be properly placed, counted, packed and shipped. This process can sometimes take longer than expected to be completed if there is a need to get items from different warehouses to ship your order as a whole. Once the process is completed your order will be shipped and you will be updated with a tracking code. *If you don’t find this information in your inbox please check your spam/junk folder.

What does “Partially Shipped” mean?

The term "Partially Shipped" means we have shipped only part of your order to guarantee the fastest delivery possible, due to availability factors. Therefore, your order will be shipped in separate packages, generating more than one tracking number and with the possibility of items arriving at different times. You will not be charged extra shipping costs.

What does "Cancelled" mean?

The term "Cancelled " means that your order will not take place, normally due to the following factors:

1# Due to payment processing error, please check payment methods used.

2# The items could have run out of stock, in this case we will refund with a coupon code that you can deduct at any time in future orders.

*If you don’t find this information in your inbox please check your spam/junk folder.

What do I do with my damaged item?

If you have received a damaged item in your order, you have 15 days to return it to us. You can do a return request online from the page My Order.

Please provide us a photo of the packing slip inside the package and a clear picture of the item with its defects.

If you have any other questions, you can contact us at client@wordans.com.

Why did I not receive a confirmation email for my order?

Confirmation emails are sent out automatically from our system. If you haven't received one, please check your junk/ spam folder. To avoid further emails going into your junk/ spam folder, please mark our emails as safe sender or add us to your address book.

When will I receive my order?

Once your order is shipped: you will receive a tracking number which you can use to follow your items all the way at our carriers website. We work with the best carriers to provide you with the most efficient fastest shipping service.

Please note, the tracking number may take a while to be effective.

*If you don’t find this information in your inbox please check your spam/junk folder.

Here's the shipping information:

https://www.wordans.co.nz/display/shipping_information