Frequently Asked Questions (FAQ)

At Wekome Global, we strive to provide a seamless shopping experience. Below are the most common questions we receive. If you don’t find the answer you’re looking for, please visit our Contact Us page.

1. Shipping & Delivery

Where do you ship from?

To ensure we offer the latest Wekome innovations at the most competitive prices, we ship our products directly from our partner fulfillment centers and specialized warehouses in Asia (including Shenzhen). This “factory-to-door” model allows us to cut out the middleman and pass the savings on to you.

How long will it take to receive my order?

Shipping times vary based on your location:

• Processing Time: 1–3 business days.
• Standard Shipping: 7–15 business days for most countries.
• Remote Areas: Can take up to 20 business days.
  Note: During peak seasons or holidays, shipping carriers may experience slight delays.

Do you provide tracking information?

Yes! Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number. You can track your package directly on our website or through international tracking services like 17track.

Why did I receive only one part of my order?

If you ordered multiple items, they may be dispatched from different specialized fulfillment centers to ensure the fastest delivery. Do not worry—the rest of your order is on its way and may arrive in separate packages.

2. Orders & Cancellations

Can I change or cancel my order?

We process orders quickly to ensure fast delivery. You may change or cancel your order within 12 hours of placement. After this window, the order has likely been processed by our fulfillment center and cannot be retracted.

I entered the wrong shipping address. What should I do?

Please contact us immediately via our Contact Page. If the order hasn’t shipped, we can update the address. We are not responsible for orders delivered to an incorrect address provided by the customer.

3. Product Information

Are these authentic Wekome products?

Absolutely. Wekome Global is dedicated to the “Design First” philosophy. We work directly with authorized production lines and partners of Shenzhen WK Technology Co., Ltd to ensure you receive genuine, high-quality digital accessories.

Will I have to pay customs or import duties?

Because we ship globally, some countries may charge import duties or VAT. These charges are determined by your local customs office and are the responsibility of the recipient. Most of our customers find that they do not incur these fees due to the way packages are processed, but it depends on your country’s threshold.

4. Returns & Refunds

What is your return policy?

We offer a 30-day return window for items in their original, unused condition and packaging. For more details, please see our full [Refund and Returns Policy].

What if my item arrives damaged?

In the rare event that an item is damaged during transit, please contact us within 7 days of delivery through our Contact Page with a photo of the damage. We will arrange a replacement or a refund immediately.

5. Payments & Security

Is my payment information secure?

Yes. Our store is encrypted with SSL security to ensure your data is 100% protected. We use industry-leading payment processors (like PayPal and Stripe) and never store your credit card information on our servers.

Which payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Google Pay.