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Help
- Has my order been sent?
- Can I track my order?
- Can I cancel or change my order?
- There is a problem with my order!
- A product is not in stock, will it be available again in the future?
- What is the Wish list?
- Is there a size guide available?
- When can I expect my order to arrive?
- What are the shipping methods?
- What is the shipping cost?
- What happens to my order if it cannot be delivered?
- Do you ship to Post office Boxes?
- How do I pay for my order?
- When will I be charged for my order?
- Is it safe to order online?
- What is the gift voucher and how can I use it?
- What is your return policy?
- How do I return a product?
- I received a defective or damaged product.
- Was my returned product received?
- How long will it take to receive my refund?
- Why was I refunded instead of being sent a replacement product?
- When will I be refunded for returned products?
- How will I be refunded?
- Why haven't the shipping costs refunded?
Has my order been sent?
After you place your order, you will receive an email with your order confirmation number. If you do not receive your order in the estimated delivery time, please contact us so we can correct the problem. You can also track your order on our website. The next section will show you how.
Can I track my order?
When your order is sent you will receive the shipping number of your order. This number allows you to track your order. You can track your order on the carrier’s website.
Click here to track your order.
Can I cancel or change my order?
You can cancel or change your order, but only before it has been sent out. Please contact our Customer Service if you wish to cancel your order.
There is a problem with my order!
If you notice something is wrong with your order, please contact our Customer Service/a> so that we can correct the problem as quickly as possible.
A product is not in stock, will it be available again in the future?
We understand how frustrating it is to find that the product you want is no longer in stock. Unfortunately, we rarely repeat promotions, because we believe that our offers should always be innovative and fresh. We are constantly offering new products, one of which may be similar to the one you need.
What is the Wish list?
The wish list is a personal feature that allows the member to keep a record of the products they would like to buy. Your wish list can be shared with anyone you want, and it is useful for certain situations, such as:
- Offering someone a gift you know they really want.
- Save products to purchase later (Note: the product will only be saved to a list, it will not be reserved for you. A product will only be reserved when you place an order.)
Is there a size guide available?
Our intention is that everyone will buy clothes that fit. Check out our size guide for men and women, and also our fabric care guidelines.
When can I expect my order to arrive?
We deliver all over the Europe in 24 to 48 hours, depending on the country.
When completing your order, our system will inform you of the estimated delivery time.
What are the shipping methods?
WESTRAGS holds distribution agreements with carrier services that meet our requirements for excellent service.
All orders are delivered by these carrier services to the delivery address provided by the Customer, which may be your home, work place, etc.
When concluding your order, you will be shown the most suitable carrier service, depending on the place of delivery, payment method and other factors.
What is the shipping cost?
Shipping cost of €4.90 for orders under €75.
Free shipping for orders of €75 or over.
What happens to my order if it cannot be delivered?
If your order cannot be delivered, for whatever reason, the carrier service will try again the next day or try to contact you to arrange for the delivery.
Note: When completing your order, you may choose a different delivery address. This is useful if you want to send a package to a different address, for example, to your workplace.
Do you ship to Post office Boxes?
We do not deliver to Post office boxes at present.
Which countries do you deliver to?
We deliver all over the europe in 24 to 48 hours, depending on the country.
Do I have to pay a Customs duty?
All our clients are important to us, regardless of which country they are in. We strive to develop strategies and protocols that allow us to deliver all over the world, free of Customs duties. However, there are countries where this is not possible, for example, Angola.
How do I pay for my order?
WESTRAGS has several possible payment methods: Visa, Visa Electron, Maestro, MasterCard, PayPal and Cash on Delivery (COD). All our transactions are secure, and your personal data is kept confidential.
Visit www.paypal.com for information on PayPal payment methods.
Cash on Delivery payments will be made at the time of delivery and always in cash. The limit per order is 300 Euros with this payment method.
All prices include VAT (where applicable) according to the law.
When will I be charged for my order?
Credit card payments, if authorized, are effective immediately. You will receive an email confirming the success of your order.
If your card is not authorized, you will be informed immediately. We urge you to always try the payment more than once, as some fields may not have been filled out incorrectly.
With cash deliveries, payment is made at the time of delivery.
Is it safe to order online?
WESTRAGS uses one of the best and safest online delivery systems and we are continually updating our software to ensure the highest levels of security for our clients.
We believe that security is of the utmost importance. For this reason, we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us.
Click here to view our Privacy Policy.
What is the gift voucher and how can I use it?
The Westrags gift voucher enables you to offer fashion items and accessories that cater for all tastes, from the simplest to the most sophisticated.
The Westrags gift voucher is very simple to use. First, select the products you would like to buy, by browsing through the categories on the website. Add the selected products to your shopping cart. On the checkout screen, you will see a form called Discount codes/Gift Vouchers. Type in your gift voucher code (see image). Next, click on Complete your order, and follow the instructions shown on the screen. If the gift voucher does not cover the full amount of your order, go to the payment section to pay the difference, selecting the most convenient payment method (e.g. credit card, Paypal, etc…).
What is your return policy?
If you would like to return a product, contact us within 14 days of the date of delivery.
We do not accept products that are incomplete, or have been used or broken by the client.
Notice: We do not accept returns or exchange of items of underwear, bathing costumes, or articles showing signs that they have been used. If we receive returned items of this type, the client will be notified by e-mail and asked to collect the item in question, from our warehouse. This collection should be scheduled with the client, and will be at the client's expense.
How do I return a product?
If you wish to return or exchange a product, our delivery service will pick up the product(s) at the address indicated by the client. For this, please send us an e-mail with the order number, description or reference number of the product you wish to return, address, and date of collection. This service is available from Monday to Friday, and it is not possible to schedule a specific time, only a date. This service is free for one return only. If the customer is not home on the date agreed for collection, we will not make another attempt, and the cost of the return will then be borne by the customer.
If you return a product because you have changed your mind or ordered the wrong product, the cost of collection will be discounted from the value of the refund.
In the case of an exchange, the replacement product is delivered free of charge.
I received a defective or damaged product.
We value the satisfaction of our customers and we make every effort to avoid sending defective or damaged products. If you believe you have been sent a defective product, please contact us within 14 days of the date of delivery so that we can arrange for the product to be collected. When contacting us, please have the following information to hand:
- Order Confirmation Number
- Reference and product name
- Details of the defect
- Whether you want a refund or exchange
- A picture of the item, showing the defect or damage.
Was my returned product received?
When our warehouse processes the return, you will receive notification via email. If, by any chance, you do not receive an email within 10 days, please contact Customer Service.
How long will it take to receive my refund?
A technical evaluation will be conducted on the returned product. After this evaluation, we will process the exchange of the product within 5 days. An email will be sent to inform you of the delivery.
Why was I refunded instead of being sent a replacement product?
If a product is out of stock and cannot be replaced, the customer will receive a full refund.
When will I be refunded for returned products?
A technical evaluation will be conducted on the returned product. After the evaluation we will process the refund within 20 days.
How will I be refunded?
You can choose to be refunded with a Westrags Discount Coupon or by the original payment method.
- Discount Coupon
If you choose the discount coupon, a code will be sent to your e-mail, which you can use on a subsequent order. This code should be inserted in the "Discount Codes" page of the shopping card, and a discount, to the value of the refund, will be applied on the new order.
- Original Payment Method
- Credit card payments – a refund will be made directly to the credit card, and will be shown in the following statement.
- Paypal payments – a refund will be made directly to your Paypal account and will be immediately available.
- Cash on Delivery payments – we will need your bank account data (IBAN and SWIFT) so the refund may be transferred to your account.
Why weren’t the shipping costs refunded?
We only refund shipping costs on deliveries that are defective or returned. If you order multiple items and only one of these items is damaged, then the shipping costs will not be refunded. If you simply wish to exchange or return an item for any reason, you will be responsible for shipping charges.
Do I need a user account?
If you want to take advantage of all WESTRAGS has to offer, than you will need an account. As a registered user, you can place orders online, get the latest news, be informed of promotions and special offers, and much more.
You can Create an Account now or, if you prefer, you can start buying on WESTRAGS and create an account before concluding your order.
How do I subscribe to the newsletter?
Our newsletter is a regular email which is sent to your in-box, with news of promotional campaigns, new products or special offers. The easiest way to subscribe to the WESTRAGS newsletter is to create an account. Being a member of WESTRAGS does not mean you are obliged to buy, but if you are a member, and wish to buy something, this process will be easier because you are already registered.
You can also click here to subscribe to the newsletter without having to register.
My account information.
After you have registered you can Consult your Account whenever you wish to. Here, you can access all your personal data, your orders and other information.
Can I contact you by phone?
We are an online based store, therefore the best way to contact us is by email. We do our best to reply to all emails as quickly as possible. We believe that email is the easiest way to contact us, avoiding all the hassle of waiting for busy phone lines.
We also have a help section on our website, where you may find the solution to your question or problem.
I cannot find a solution to my problem in this page
If you cannot find the solution to your question or problem, click here to send an email to our Customer Services.
