FAQ

Order Issues

We’re sorry there’s an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

 

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • You can also check if your order has been split into more than one parcel by logging into ‘My Account’ and checking my orders.
  • The item/s you ordered may have been out of stock. It’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
  • If some of your items are being shipped from another WestwayUSA warehouse, their delivery times may be slightly different to those items being delivered from our New York warehouse, so it’s worth checking your expected delivery date and tracking in the ‘My Orders’ section of your WestwayUSA account.

If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

 

Draft a free complaint letter to send to the retailer. It only takes a few minutes.

You’re entitled to a refund, replacement or repair if goods you bought were faulty or not as described.

Delivery

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable. Your tracking link will be able to provide up to date information on the status of your order. If your estimated delivery date has passed and you haven’t received your order, just get in touch with us as soon as possible  so we can help you further.
 

Find all international delivery information here.

Tracking is available on some Standard Delivery services and on all Express Delivery services. You’ll receive a shipping confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.

Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

Returns & Refunds

If for any reason you are not satisfied with your purchase, please contact us and we will provide you with further instructions on how to initiate your international return.

International returns differ from domestic returns, so please review the following international returns information here.

We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour of an item, then you’ll need to place a new order.