FAQ
What products do you offer?
We offer a variety of merchandise related to the game Wuthering Waves, including official products and fan-made creations. Our product range includes plush toys, figures, acrylic accessories, and more.
Where do you ship to?
We can ship to many countries around the world. For a list of the countries we ship to, please refer to our Shipping Policy. If your country is not listed, please contact us at support@wuthering.shop for assistance.
What payment methods do you accept?
We currently accept payments via PayPal, which allows you to securely pay using your PayPal balance, linked bank account, or credit card.
How long will it take to receive my order?
Delivery times vary based on your location and the shipping method selected. Standard shipping typically takes 15-28 natural days, while express shipping takes 2-7 natural days. Please also account for processing time, which may vary depending on the season.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number. You can use this number to track your order on our website or the carrier’s website.
Can I cancel or change my order?
You can cancel or change your order before it is processed. Please contact us as soon as possible at support@wuthering.shop. Once the order has been shipped, it cannot be canceled or changed, and you will need to follow our return process.
What is your return and refund policy?
We want you to be satisfied with your purchase. If you need to return an item, please contact us within 30 days of receiving your order. The item must be in its original condition and packaging. For more details, please refer to our Refund Policy.
What should I do if my order arrives damaged or if items are missing?
If your order arrives damaged or with missing items, please contact us within 7 days of receiving your order at support@wuthering.shop. We will work with you to resolve the issue promptly.
What if my order contains both pre-order and in-stock items?
If your order includes both pre-order items and in-stock items, we may choose to split the order and ship the in-stock items first. However, we encourage you to place separate orders for in-stock items and long-term pre-orders to expedite the shipping process.
How can I contact customer support?
If you have any questions or need assistance, you can reach our customer support team at support@wuthering.shop. We are here to help!