Welcome to our Frequently Asked Questions page.
Below you will find answers to common questions about orders, payments, shipping, delivery, returns, refunds and customer support.
If you cannot find the information you need, please contact us at support@wyumi.shop.
1. Where do you deliver?
We deliver to destinations that are available through our checkout.
Delivery availability may depend on:
- Destination country;
- Postal code;
- Local carrier coverage;
- Product type;
- Package size or weight; and
- Applicable shipping restrictions.
The delivery methods actually available for your address will be displayed during checkout after the required delivery information has been entered.
2. How long does delivery take?
Our estimated standard delivery time is generally:
5–7 business days after dispatch.
This estimate does not include order processing time.
Delivery may occasionally take longer because of circumstances such as:
- Public holidays;
- Severe weather;
- Carrier delays;
- Transportation disruptions; or
- Other circumstances outside our reasonable control.
3. How long does order processing take?
Orders are generally processed within:
1–2 business days
after the order has been successfully placed and confirmed.
Orders placed during weekends or public holidays will normally begin processing on the next business day.
4. Can I track my order?
Where shipment tracking is available, you may receive tracking information after your order has been dispatched.
This may include:
- Carrier name;
- Tracking number;
- Tracking link; and
- Dispatch information.
Tracking information may require approximately 24–48 hours after dispatch to become active in the carrier's system.
If you have difficulty tracking your parcel, please contact:
5. What payment methods do you accept?
The payment method currently available through our checkout is:
Cash on Delivery (COD)
Where COD is available for your order and delivery address, payment is made when the parcel is delivered.
Only payment methods displayed during checkout are available for the applicable order.
6. Is Cash on Delivery available everywhere?
Cash on Delivery availability may depend on factors such as:
- Destination country or region;
- Postal code;
- Product;
- Order value;
- Delivery provider; and
- Delivery method.
If COD is available for your order, it will be displayed during checkout.
7. How does Cash on Delivery work?
When Cash on Delivery is available and selected, payment is collected as part of the delivery process.
The way in which payment can be made may depend on the delivery provider and destination.
Please follow the payment instructions provided during checkout, delivery or by the applicable delivery provider.
8. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
Email: support@wyumi.shop
We will make reasonable efforts to assist you.
However, once an order has entered processing or has already been dispatched, it may no longer be possible to modify or cancel the shipment.
Any mandatory cancellation or withdrawal rights available under applicable law remain unaffected.
9. What should I do if I entered the wrong shipping address?
Contact us as soon as possible at:
If the order has not yet been dispatched, we may be able to update the delivery address.
Once the parcel has already been dispatched, changing the address may no longer be possible.
10. What happens if my parcel is delayed?
Delivery delays may occasionally occur because of:
- Carrier congestion;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- Incorrect delivery details; or
- Other circumstances outside our reasonable control.
If your estimated delivery period has passed and your shipment information has not updated for an extended period, please contact:
We will review the available information and assist where appropriate.
11. What should I do if my parcel appears to be lost?
Before contacting us, please:
- Check available tracking information;
- Confirm your delivery address;
- Ask household members;
- Check your building reception or mailroom where applicable; and
- Check any authorized safe delivery location.
If the parcel still cannot be located, please contact us and provide your order number.
Where a shipment is confirmed as lost, we will handle the matter in accordance with the circumstances and applicable consumer law.
12. What should I do if my order arrives damaged?
Please inspect your order after delivery.
If a product arrives damaged, contact:
Please provide, where applicable:
- Order number;
- Description of the problem;
- Photographs of the packaging;
- Photograph of the shipping label; and
- Photographs or video showing the damaged product.
Please keep the packaging until the matter has been reviewed where reasonably possible.
13. What should I do if I receive the wrong product?
Please contact us promptly at:
Please include your order number and information showing what you received.
After reviewing the information, we will provide an appropriate solution in accordance with the circumstances and applicable consumer law.
14. What should I do if something is missing from my order?
Please contact us and provide:
- Your order number;
- Details of the missing product or component; and
- Relevant photographs where appropriate.
We will review the information and assist you accordingly.
15. Do you offer returns?
Yes.
We provide a 30-day voluntary return period for eligible products.
You may request an eligible voluntary return within 30 days after receiving your order.
Products returned under our voluntary return policy should generally:
- Be in the condition in which they were received;
- Be unused and undamaged;
- Include supplied accessories and components;
- Include original packaging where reasonably possible; and
- Be accompanied by proof of purchase.
This voluntary return policy is separate from any mandatory consumer rights available under applicable law.
Please review our Return and Refund Policy for complete conditions.
16. How do I request a return?
Please contact us at:
Please include:
- Your name;
- Order number;
- Email address used for the order;
- Product being returned; and
- Reason for the return.
Photographs or videos may also be requested where relevant to the issue.
We will provide the applicable return instructions.
Do not automatically send a return to our registered company address unless that address is specifically confirmed in the return instructions.
17. Do EU/EEA customers have a 14-day right of withdrawal?
Where applicable, consumers in the European Union and European Economic Area generally have a statutory right to withdraw from eligible distance purchases within 14 days without giving a reason, subject to applicable legal exceptions.
This statutory right is separate from our additional 30-day voluntary return policy.
Please review our Return and Refund Policy for complete information.
18. Who pays return shipping?
For an ordinary change-of-mind return under an applicable EU/EEA statutory withdrawal right, the customer may be responsible for the direct cost of returning the goods where this responsibility has been properly disclosed and permitted by applicable law.
For eligible voluntary change-of-mind returns under our 30-day return policy, the customer is generally responsible for return shipping.
Customers will not normally be responsible for reasonable return shipping costs where the return results from a confirmed problem attributable to us, such as:
- Defective goods;
- Goods damaged during delivery;
- Incorrect goods; or
- Missing components.
Please review our Return and Refund Policy for the complete conditions.
19. How long does a refund take?
For eligible voluntary returns, after the returned product has been received, inspected and approved, we will normally initiate the applicable refund within:
10 business days after approval.
Additional processing time may be required depending on the refund method or financial service provider involved.
Statutory refunds will be handled within the time limits required by applicable law.
20. How will I receive my refund?
Because Cash on Delivery payments are collected through the delivery process, they cannot always be refunded automatically through the original payment method.
Where a refund is approved, we may contact you to arrange an appropriate refund method.
We may request information reasonably necessary to process the refund.
Never send passwords, PIN codes or account login credentials by email.
21. Are shipping charges refundable?
Where an eligible EU/EEA consumer validly exercises an applicable statutory right of withdrawal, any refund of standard delivery charges will be handled in accordance with applicable consumer law.
If a customer selected a delivery option more expensive than the least expensive standard delivery option offered for the order, any additional delivery cost may not be refundable where permitted by applicable law.
Other shipping refunds depend on the circumstances and applicable law.
22. Are there customs or import charges?
For cross-border orders, taxes, duties or other charges may apply depending on the destination and applicable law.
Where applicable charges are collected during checkout, they will be reflected in the checkout information where reasonably possible.
Where charges are imposed separately by authorities or other third parties, they may not be included in the amount collected through our store.
Please review the information displayed during checkout and our Shipping and Delivery Policy.
23. What if I refuse or do not collect my parcel?
If you no longer want an order, please contact us as soon as possible rather than simply refusing delivery.
Where a parcel is returned because it was not collected, an incorrect address was supplied, or delivery was refused, the handling of any resulting costs or refund will depend on the circumstances and applicable law.
Mandatory consumer rights remain unaffected.
24. What if there is a problem with my Cash on Delivery order?
If you experience a problem with your order or the payment requested during delivery, please contact:
Please provide your order number and a description of the issue.
Do not send passwords, PIN codes or other sensitive account credentials by email.
25. Can I return sale or clearance products?
Eligibility for our voluntary 30-day return policy may depend on the product and applicable conditions.
However, a voluntary return policy does not remove mandatory statutory consumer rights that may apply to defective, damaged, incorrect or non-conforming products, or applicable statutory withdrawal rights.
Please review our Return and Refund Policy for complete details.
26. How do I contact customer service?
You can contact us at:
Email: support@wyumi.shop
Telephone: +45 33 32 73 10
When contacting us about an existing order, please include your order number and the email address used during checkout where applicable.
27. What information should I include when contacting you?
To help us assist you, please provide where relevant:
- Your full name;
- Order number;
- Email address used during checkout;
- Delivery address;
- Tracking number; and
- A short description of your question or problem.
For damaged, defective or incorrect products, photographs or videos may also be requested where reasonably necessary.
28. Where can I find your full store policies?
Please refer to the relevant policy pages available through our online store, including:
- Return and Refund Policy
- Privacy Policy
- Terms of Service
- Shipping and Delivery Policy
- Payment Policy
- Contact Information
- Legal Notice
These policies provide more detailed information about orders and applicable customer rights.
Company Contact Information
Butterberg ApS
CVR number: 40193014
Registered address:
C/O Farwind Energy A/S
Købmagergade 3B, 3.
1150 København K
Denmark
Email: support@wyumi.shop
Telephone: +45 33 32 73 10