FAQ – Wally and Whiz International

We have collected some of the questions that we receive most often from our customers – as well as the answers. If you don't find the answer to your question, please feel free to contact us by sending an email to info@wallyandwhiz.com.

I have placed an order – what happens now?

First of all, thank you for your order. We look forward to packing and shipping your products.

We will email a confirmation of your order as quickly as possible, so it is important that you have entered your email address correctly – as well as the delivery address, of course, so we can deliver your order to you.

Once we have packed your order, DSV or GLS, responsible for transport and delivery, will collect the parcel from us. You will then receive a tracking number by e-mail so you can follow your package. Go to GLS Tracking or Go to DSV Tracking.

If you have chosen home delivery or delivery to a business address, the parcel will be delivered to this address. If no one is available to receive the parcel on delivery, it will be delivered to a parcel shop near the address you have chosen as the delivery address. As soon as the parcel can be collected, you will receive an email with information about the parcel's location.

If you have chosen delivery to a parcel shop, the parcel will be delivered to a parcel shop near your address. As soon as the package is ready for pickup, you will receive an email with information about the parcel's location. Your parcel must be collected within 14 days, otherwise it will be returned to us.

Where will my parcel be delivered?

Remember to bring your ID as well as the parcel number.

Please note that deliveries outside Denmark may be delivered by a subcontractor, in which case you will receive an email confirming that your parcel has been delivered by the subcontractor.

We also want to point out that some countries have yet to facilitate the use of parcel shops. In this case, your parcel will generally be delivered to your home address.

Orders received on weekdays before 12 pm (CET) are shipped on the same day and no later than the next day.

Orders received during weekends or public holidays are shipped the following business day.

When will I receive my order?

Orders placed on weekdays:
If you place an order on weekdays before 12 pm (CET), the order will be packed and shipped the same day or the next day at the latest. The delivery time, from the order is dispatched until it is delivered to your home, a business address or a parcel shop near you, is usually 1-2 business days in Denmark. Outside Denmark, the delivery time is usually 2-4 business days.

Orders placed on Friday after 12 pm (CET) through Sunday:
If you place an order on Friday after 2pm (CET) or on weekends/public holidays, the order will be packed and dispatched the following business day. The delivery time, from the order is dispatched until it is delivered to your home, a business address or a parcel shop near you, is usually 1-2 business days in Denmark. Outside Denmark, the delivery time is usually 2-4 business days.

Please note: During particularly busy periods, in the event of acute illness at our warehouse or internal parcel handling issues at one of our partners responsible for transport and delivery, or similar, longer delivery times may occur.

If you have any questions about the delivery of your order, please email us at info@wallyandwhiz.com.

I haven't received a tracking number or my parcel – what should I do?

If you haven't received a tracking number or your parcel within 2 business days in Denmark and 4 business days outside Denmark, please contact us by sending an email to info@wallyandwhiz.com so we can find your parcel together.

NB: Please also check your junk email/spam filter to see if our email should have ended up there.

My products were damaged during transport – what should I do?

If the parcel and your goods were accidentally damaged during transport, please contact us by sending an email to info@wallyandwhiz.com as soon as possible and within 3 business days of receipt with the following information:

A photo of the box your products arrived in
A photo of the shipping label on the box
A photo of the damaged product(s)
Your order number

We will follow up immediately and make sure your goods are exchanged as quickly as possible.