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π¦ Replace a Damaged, Defective or Broken Item
If you receive an item that is damaged, defective, or not working as expected, you may be eligible for a replacement or refund.
What to check first:
- Confirm the item was sold by Willishop
- Check if the issue occurred during delivery or after use
- Review the return eligibility period (usually within 7β14 days)
How to request a replacement:
- Go to Your Orders
- Select the affected item
- Click Report a problem
- Choose Damaged/Defective
- Follow the instructions to request a replacement or refund
Important notes:- Some items may require photo evidence
- Replacements depend on stock availability
- If unavailable, a refund will be issued instead
π Find a Missing Parcel That Shows As Delivered
If your tracking status says "Delivered" but you haven't received your package, don't panicβthis can happen.
Try these steps first:
- Check around your delivery location (gate, porch, security desk)
- Ask neighbors or household members
- Contact your local courier
Why this happens:
- Package marked delivered early
- Delivered to a nearby location
- Received by someone else on your behalf
What to do next:
- Wait up to 24 hours (some deliveries update early)
- Go to Your Orders
- Select the item
- Click Report missing item
Still not found? Contact support for investigation and possible refund or replacement.
π Undeliverable Packages
Sometimes orders are returned as undeliverable due to delivery issues.
Common reasons:
- Incorrect or incomplete address
- Phone number unreachable
- Delivery location inaccessible
- Customer unavailable after multiple attempts
What happens next:
- The item is returned to the seller
- You'll be notified once it arrives back
Your options:
- Request a refund
- Reorder with the correct address
Tip: Always double-check your delivery details before placing an order.
π³ Unknown Charges
If you notice a charge you don't recognize, here's how to investigate it.
Possible reasons:
- A recent order you forgot about
- Subscription or auto-renewal
- Family member used your account
- Pending authorization (not yet finalized)
What to do:
- Check Your Orders
- Review your payment history
- Look for matching transaction amounts
If you still don't recognize it:- Contact support immediately
- Secure your account (change password)
- Notify your bank if necessary
π Track Your Package
You can easily track your order in real-time.
How to track:
- Go to Your Orders
- Select the item
- Click Track Package
What you'll see:
- Current delivery status
- Estimated delivery date
- Courier details
Multiple items?
Orders with multiple items may arrive separately, each with its own tracking info.
If tracking hasn't updated: Wait a few hours (delays can happen). Contact support if no updates after 48 hours.
π Help Center
How can we help you today? Select a topic below for helpful information.
π¦Replace a Damaged, Defective or Broken Item
Learn how to request a replacement or refund
πFind a Missing Parcel That Shows As Delivered
Steps to locate your package
πUndeliverable Packages
Why packages get returned and what to do
π³Unknown Charges
Identify and resolve unrecognized transactions
πTrack Your Package
Real-time order tracking information