Frequently Asked Questions

How can I track my package?

To track your package, simply click here and enter the requested information. You will need your order number, which starts with "TWH", and the date of your order.

You can then follow the detailed progress of your package's journey.

I don't have a tracking number, how can I get it?

If you haven't received your tracking number, it could be for one of the following reasons:

  1. There was an error in your email address, preventing you from receiving your order confirmation email with your tracking number.
  2. Your order confirmation email, which includes your tracking number, might be in your SPAM folder or another tab of your email inbox.
  3. You might have accidentally deleted the order confirmation email, in which case it should be in your email's trash folder.

In any case, if you don't know your order number, please contact us using our contact form, and our team will send it to you as soon as possible!

My order is incomplete, where are the missing items?

If you've received your order with items missing, there are two possible reasons:

  1. We sent your items separately due to weight, size, or available stock reasons. Thank you for your patience, the rest of your order will arrive shortly!
  2. The remainder of your order was misplaced by the carrier, in which case please contact us via our contact form.

Please note that in 90% of cases, the missing products are delivered on average 5 to 7 days after the delivery of the first item.

My product is defective, how do I return it?

If your product is defective, we are firstly very sorry. We will do our utmost to resolve this issue by exchanging or refunding your product as quickly as possible.

Please send us an email via our contact form.

The product doesn't suit me, how do I return it?

If the item you ordered doesn't meet your expectations, you can of course return it to us.

To do this, you can contact our customer service team who will explain the process for making a return: Contact Form.

Shipping & Order

When will I receive my order?

When we receive your order, we prepare it within 24/48 hours. Delivery is made within a maximum of 15 to 30 business days. We do everything possible to ensure that you receive your order as quickly as possible, without compromising the quality of our items.

How much does shipping cost?

We deliver our products worldwide. There is no minimum quantity required per order, and all our deliveries are free of charge.

If you wish to benefit from Secure Delivery, which offers compensation of 100% of the value of your order in case of loss or theft of your package, you simply need to add Secure Delivery at £4.90 when checking out.

My order is incomplete

If your order includes multiple items, they may be sent separately as we work with various suppliers. Don't worry, the other items in your package will arrive shortly.

I haven't received my order

Is there a problem with the Post Office? Package lost, broken, destroyed?

With our secure delivery, our shop handles disputes on your behalf. Customer satisfaction is our priority. We don't pass the blame onto the carrier and leave you to "fend for yourself". We take full responsibility by immediately sending you a new package at our expense.

Please do not hesitate to contact us by email, our team will do their utmost to meet your expectations.

Cancellation & Return

Can I modify my order?

If you encounter a problem with your order, please contact us as soon as possible by email. Our team will correct the error as quickly as possible.

Can I cancel my order?

You can cancel your order without any problem. To do so, simply send us an email. Our team will take care of canceling your order and refunding you as soon as possible.

I want to return an item

If your item is damaged, or if you simply want to return it because it doesn't suit you, and you received it less than 30 days ago, just send us an email.

Our team will explain the return and refund procedure to you.

Security

What payment methods do you accept?

We accept the following payment methods: Visa, Mastercard, Paypal, Apple Pay, American Express, and many others.

If you wish to pay by bank transfer, please contact us simply by email. Our team will explain how to proceed.

Are my details secure?

All your information is fully encrypted and secure. To learn more about how your information is handled, simply click here.

I haven't received my order

If you haven't received your order within 15 to 30 days, we recommend contacting us by email so our team can resolve the issue quickly.

Other Questions

How can I order a product?

We make your shopping as easy as possible.

  1. Select the product(s) you want
  2. Click on "add to cart"
  3. Click on the shopping cart icon at the top right to finalize your purchase

We also offer the option to create an account to make the process even simpler.

Can I combine my discount codes?

No. Except in exceptional cases, we only accept one discount code per order.

I received an import tax

The Wok House® legally ships its products worldwide. However, the buyer is responsible for their country's import taxes, and we disclaim any responsibility for these charges.

Bulk Order

If you wish to place a bulk order, please send an email to our team via our contact form.

Have a question? Our team is here for you