FAQs/Help Center
Return/Refund/Exchange
How can I avoid the headache of returning/refunding/exchanging items?
We do our best to provide detailed information about our products and services.
Returning, refunding, or exchanging a product is inconvenient and expensive for everyone involved. The process gets worse when international shipping is involved.
Carefully check the sizes, descriptions, specifications, and other relevant information before a purchase. In case of doubts, write us on info@wolokos.com. We will respond within 48 hours.
Can I return/exchange an item and get a refund?
Yes, but there are exceptions. The store does not accept returns, exchanges, or refunds for items on sale. This is also true for personalized or customized items and special types of goods. Check our return/exchange/refund policy for details.
Please read our policies and understand the characteristics of the item you purchase. We can only exchange/refund orders for which we are a direct cause of error, such as shipping the wrong size or product.
How long does it take to refund should I qualify for one?
It takes 10 working days. It can be less. This depends on parties involved, bank or credit card company (check our return/refund policy). Use this email to contact us if your refund is not visible after 15 working days: support@wolokos.com.
Products Variations & Quality
What type of product variations can I expect?
It is possible to have slight color variations due to monitor display quality, medical condition, or one’s appreciation of the product. Do a little research about the item you want to purchase and check it on multiple devices such as smartphone, monitors and tablet.
Is quality guaranteed?
Woloko’s works with a selected list of trusted suppliers in Europe and Asia. But we cannot guarantee a 100% quality of the products in this vast market. Our customers are satisfied with our services.
How does Woloko’s deal with quality?
We source only from carefully selected, established, and trusted suppliers. We carry out our own informal quality controls.
What type of products is Woloko’s specialized in?
We source and propose products that are useful in the humanitarian/help mission fields. But our products can benefit the general population.
Shipping & Tracking
How long does it take to ship an order?
For products in our Swiss warehouse, it takes 1 to 2 days. For items requiring customization, we need 1-6 days processing time depending on the order size before we shipped your order. Some products require sourcing from our regional vendors in Europe. The sourcing, processing, customization, and dispatch times together may vary between 10 to 20 days.
How long does it take for orders to arrive?
This depends on whether the item comes from our Swiss, Regional, or International warehouse. For local shipping in Switzerland, it takes 2 to 4 working days from the day of dispatch. For regional shipping, orders may be delayed by 1 to 4 additional days by customs, shipping, and other reasons. International orders take on average 9 to 15 days. But some shipments are faster depending on the shipping company.
Why does my order take longer than 15 days?
Items may experience delay, especially if they require transit between countries. Other products, such as power banks, may need declarations and crosschecking.
It can also be a general delay in the shipping industry, affecting many stakeholders. Reasons are many. If an order from one of our international warehouses exceeds 30 days, please get in touch, so we look into the problem.
Can I track my order?
Yes, as soon as we ship your order, we will provide you with tracking information, if applicable, or information about the status of your order.
Are customs charges involved?
Depending on where you order products or services from, customs charges and taxes may apply. It is the responsibility of the customer to know this information. It is not feasible for us to provide accurate information on changing customs rules and regulations for every country.
I ordered an item but received no confirmation email.
Please contact us at support@wolokos.com to clarify the status of your order.
Printing & Other Services
Can I order printed bulk T-shirts, Polos and other items for my group, mission, project, workshop, or team?
Of course, we work with fast and reliable suppliers of high-quality textile designs in Europe. Go to our Bulk Printing Page and write us on info@wolokos.com specifying the details of your order. We will contact you within 72 hours with offers at affordable prices.
What type of printing methods do you use?
We print personalized items in Switzerland on a high-quality heat transfer process.
Do you offer discounts?
We offer discounts on bulk items like customized t-shirts and polos for those involved in humanitarian projects. Our sale page displays other discounts for single items.
How long does it take to process a bulk order?
This depends on the size of the order and whether the items come from our Swiss warehouse or regional vendors in Europe.
Printed textile items such as t-shirts and polo shirts need more time as we may need to first source them from our regional vendors.
We process and dispatch items from our Swiss warehouse on average within 1-5 working days. Those from regional vendors 9-15 working days. And those from international vendors 10-20 working days.
Others
Problem with my order, what should I do?
Contact sales at info@wolokos.com, stating your problem. One of our team members will get in touch within 24 hours.
Not able to purchase an item, what should I do?
Write to us at support@wolokos.com. We will get in touch within 24 hours.
About Woloko’s
Is Woloko’s a registered company?
Woloko's is a Swiss company that helps philanthropists with special products and services. Our head office is in Riehen, Basel Stadt Canton.
When was Woloko’s created?
Woloko's is part of Treff-End, a humanitarian organization that develops social innovations in interior communities since 2013. The shop (Woloko’s) is relatively new. It is a branch of Treff-End that wants to solve specific problems we noticed in the help field faced by humanitarian workers.
How can I be part of Woloko’s community?
There are many ways to engage with us. For more insight into our activities, you can follow/subscribe to our social media pages. You can join our humanitarian organization to develop social innovations in interior communities. You can also just buy items from our shop as gifts to support those in the philanthropic field.
Improvement
We welcome criticism and suggestions to enhance our services. Our aim is to collaborate with specialized vendors to provide affordable products and services.
We are constantly expanding our product range for the humanitarian and social innovation sectors. We want to team up with local groups and associations to make a bigger difference and ease suffering.
Read our policies