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Frequently Asked Questions

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Products & Ingredients 

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[vc_accordion][vc_accordion_tab title=”How do I store my Wiuep Co products”]

We recommend you keep your products in a cool place away from direct light and away from heat. All Wiuep Co liquid solutions are non-flammable and this advice applies for all liquid products, regardless of whether they are contained in glass, plastic or aluminium.

[/vc_accordion_tab][vc_accordion_tab title=”Where can I obtain the full list of ingredients? “]

Every Wiuep Co product is labelled with a detailed ingredient list. If you have any specific queries pertaining to a particular product, please consult the product’s individual page.

[/vc_accordion_tab][vc_accordion_tab title=”What if I have an adverse reaction to the product? “]

All ingredients have the potential to irritate sensitive skin regardless of natural or the amount present in an individual product or the method in which it is used.

Irritations can sometimes occur in the regular course of our daily lives, even where we have used and enjoyed a product successfully for many years. The trigger for a reaction can be an unexpected one and may not necessarily repeat itself. We ask that you consider any changes to your regular routine that may have triggered the reaction (dietary, contact with possible allergens such as household cleaning liquids etc.).

Where one experiences an adverse reaction to any product preparation, discontinue use and if necessary, consult your medical practitioner to establish whether you have experienced an irritation or an allergy.

In the unlikely event that you experience an adverse reaction to one of our products, please discontinue use and return it to the place of purchase or email us at care@wiuep.co. Do not hesitate to contact us with the details of your reaction.

Please refer to our Shipping and Returns policy for further information regarding the conditions of return and exchange.

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Denim Repair & Restoration

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[vc_accordion][vc_accordion_tab title=”Will you repair my jeans if I am not a Wiuep Co Member?”]

Certainly. We are happy to repair any type of jean. We have a firm belief that the older denim gets the more beautiful it becomes. Please feel free to send us a picture and description of the repair you are interested in.

[/vc_accordion_tab][vc_accordion_tab title=”Do I need to wash my jeans?”]

Whilst we recommend that dry jeans be worn everyday for 6 months before washing.

However, we’re also environmentally conscious, and that involves the working environment of partnered repair specialists, therefore, for hygienic reasons we may politely refuse any jeans. If the jeans are reasonably clean but have not been washed by you prior to sending them an additional charge of $25 per piece will be added, however you will also receive the 200mL Wiuep Co Wash Solution bottle used.

[/vc_accordion_tab][vc_accordion_tab title=”How/When should I send my jeans in? How big should the hole be before I send it in?”]

The best way to get your jeans to us is by appointment, however to mail your jeans DHL, TNT etc are all fine options but we suggest you purchase the 3kg AusPost prepaid satchels. We typically use this service for our returns.

We recommend the time to get your jeans repaired is when the hole is bigger than a 50c piece or no bigger than 2″. This will prevent any major holes from happening.

[/vc_accordion_tab][vc_accordion_tab title=”Are there guarantees for the work that is done?”]

Our partnered specialists guarantee their work that is done. If you find that your repair is less than you expected, please let us know within 24 hours of receiving your order please also email a picture of the area, so we will reassess and likely add to your repair.

Please note that obviously, jeans continue to wear and over time new holes are likely to appear near repaired areas (especially in high wear areas).

[/vc_accordion_tab][vc_accordion_tab title=”What is your Repair service turnaround time?”]

All work takes approximately 15 to 21 days including delivery. However for ‘Drop Off’ maybe available sooner – by appointment only.

[/vc_accordion_tab][vc_accordion_tab title=”How do I pay for my repair?”]

For mail orders, upon receiving your jeans and confirming the approval of the cost, we will email you an invoice. This will need to be paid prior to any work commencing.  If payment hasn’t been made 60 days from the date your garments were received we will donate them to charity. Prior to that you will receive at least two email reminders in addition to our original invoice.

We hope you understand as jeans do pile up and take up a lot of space.

For by appointment ‘Drop Off’ repairs, you pay for your repair by cash during the appointment.

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Orders & Shipping inquiries

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[vc_accordion][vc_accordion_tab title=”What should I do if my order was damaged on transit? “]

If an item has been damaged in transit, Wiuep Co will provide you with a full refund or exchange. Please submit an order enquiry form and email us as per the requested details on our Refunds & Returns policy so that we may a certain the details of your order.

[/vc_accordion_tab][vc_accordion_tab title=”I have not received my order yet, what should I do?”]

Wiuep Co will use reasonable endeavours to deliver the order within the estimated delivery times and/or provide a tracking number based on the shipping option.

You can track the status of your order via our Order Tracking in the event you are still unable to confirm the whereabouts of your order, please email us at customer@wiuep.co with your order details.

[/vc_accordion_tab][vc_accordion_tab title=”Can I make an international purchase?”]

Yes, we are delighted to know we’ve made it internationally. However we do advise rates for International delivery are high and advise you first to seek one of our Stockists locally or in your region/country.

At present Wiuep Co is only shipping to a limited selection of countries.

For more information please see our Shipping & Returns details.

[/vc_accordion_tab][vc_accordion_tab title=”Will I need to sign for my delivery? “]

You will be required to sign for all deliveries made by Australia Post registered mail and couriers.

[/vc_accordion_tab][vc_accordion_tab title=”When can I expect to receive my order?”]

On Standard deliveries within Australia Wiuep Co will use reasonable endeavours to despatch the order within 24 – 48 hours upon receipt of payment to ensure delivery is within *ten working days (Monday – Friday, excluding public holidays) from the date of order.

On Express delivery to an Australia address and/or PO Box, Wiuep Co will user reasonable endeavours to despatch the order within 24 hours upon receipt of payment to ensure delivery is within *two – three working days.

[/vc_accordion_tab][vc_accordion_tab title=”Is there a limit to the amount I can order?”]

You are welcome to purchase up to five items of the same product per order.

If you wish to place a large order, please contact us sales@wiuep.co.

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Online Account & Security inquiries

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[vc_accordion][vc_accordion_tab title=”Do I need to register an Account to order?”]

You do not need to create an account to shop online; rather, you can purchase as a guest.

However, creating an account will allow you to move more swiftly through the purchasing process: you will be able to save your personal details, store delivery addresses, update subscription details and receive special Wiuep Co customer event invitations, offers and new product information.

Creating an account only takes a few minutes and you can do so by clicking here.

[/vc_accordion_tab][vc_accordion_tab title=”How do I reset my password?”]

You can reset your password by selecting ‘Forgotten Password’ in the log in section.

[/vc_accordion_tab][vc_accordion_tab title=”How can I enhance my security when I buy from Wiuep Co?”]

We endeavour to ensure the safety of your personal information when visiting our online store, however, there are additional security measures we advise our customers to adopt in order to enhance online security.

These include:
– Ensuring your internet browser is up-to-date with the latest version
– If using a public computer ensure you log out of your account
– Choosing a unique password, and changing them frequently
– Ensure you have a reputable anti-virus software program and all updates are installed

If you are ever concerned that you have been the victim of fraudulent activity, contact your bank immediately to ensure your credit cards are cancelled.

[/vc_accordion_tab][vc_accordion_tab title=”What security measures are employed on your website?”]

The security of our customers’ personal and credit card information is paramount to Wiuep Co and we continue to invest in the development of robust security systems. We will not store or have access to your full credit card details, as you payment is processed with our payment provider eWAY, please see our Payment & Security Policy for more details.

Our website is encrypted with Secure Sockets Layer (SSL) certificates, which creates a secure area in which to enter your information. You can be sure that you have entered a secure area as your browser address will become https://www.wiuep.co, and have a small padlock symbol will appear in the bottom left of your screen.

We regularly engage with industry experts to seek the most up-to-date security advice, and are constantly seeking to improve upon our rigorous processes.

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