FAQ

If your order was successful, you will receive a confirmation email. Please remember that your order will be considered confirmed only after receiving the relevant email.

Unfortunately, once the confirmation email has been sent, it is no longer possible to modify or cancel the order. For assistance, we recommend that you contact us.

If you have a promotional code, you can activate it by adding it to the "Enter your promotional code" section in the Cart. If the code is valid, the discount will be immediately applied to the amount of your order.

Payment can be made via credit card, Paypal, Google Pay and bank transfer. If the payment method by credit card is chosen, the charge will be made when the order is shipped. In the event that, for any reason, debiting the amounts proves impossible, the sales process is automatically canceled and the sale automatically terminated. Please note: During the transaction, additional payment authentication may be required from your banking institution, such as Verified by Visa, MasterCard Secure Code and AMEX SafeKey. We suggest entering the billing address data that coincides with the credit card header data.

In order to prevent internet fraud, the payment of orders placed on www.WINTER.com is managed online by the bank concerned through its secure servers. The bank concerned is responsible for storing and automatically processing in a secure environment the information relating to each order, including financial information. All financial information, such as credit card number, expiration date, etc., is directly managed by the relevant bank which guarantees the security of online transactions. WINTER does not know your credit card details and is therefore not able to archive or store them in any way.

After receiving the confirmation email with the relevant code, you can track your package and check the expected delivery date. Additionally, your order status and delivery information are visible in the “Orders” section of your account. For more information, please see our shipping times.

The average order delivery times (starting from receipt of the shipping confirmation email) are 3-5 working days. Delivery times may be delayed during special promotional events and holidays; carriers do not make deliveries on 25/12, 26/12, 01/01 and on weekends.

To return a product, contact our customer service specifying which items you wish to return and the reason for the return. You will receive instructions on how to proceed with the return via email. Please remember that returned products must be sent in the original package or, if damaged, in a package of equivalent size and strength. All products must be intact and must not have been used. Furthermore, the instructions for returning the product must be followed correctly.

If you wish to return items from different orders, you can send them back to us in one package. Simply place all your return documents in the package and attach any of the provided return labels to the outside. When an order is shipped in several batches, you can return the items you want in one package by attaching all the necessary documents relating to the order and attaching any of the return labels provided.

Once the warehouse has received the return and checked that all conditions have been met, you will receive an email confirming acceptance of the return. Refunds can only be made via the payment method used for the purchase. If you used a credit or debit card, the refund time depends on the bank and is approximately 7 working days.

It is not possible to change a product. However, it is possible to return the product received and place a new order for the desired product.

If you have received a product damaged or different from the one ordered, contact our customer service. Receive all instructions to proceed with the return and receive the correct product.

The right of withdrawal can be exercised exclusively by the customer within 30 days. Under no circumstances can the right of withdrawal be exercised by the recipient of any gift.

From your account, you can check the status of your orders, shipments, requests and returns; create your personal wishlist and share it with whoever you want.

Your data can be updated by accessing your personal area. To do this, log in to your account and click on "Personal Data" to modify them or on "Addresses" if you want to change addresses or add new ones. If you want to delete your account or delete some personal information, please send a request to our customer service.

You can place orders online on WINTER and receive them at the address you prefer. If you need assistance completing a purchase, you can contact our Customer Service.

Customer Service is available from Monday to Saturday from 9:00 to 18:00 CET.

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If you want to become one of our sales representatives, you will find all our contacts here.

If you are one of our resellers and would like to be contacted by one of our sales representatives, contact us here.

If you want to work with us, write to us here.