FAQs

Frequently Asked Questions

How can I contact WINKS?

You can email us at 📧 info.winkscare@gmail.com and our customer service team will be happy to assist you.

Customer service hours:

Monday to Saturday — 9:00 AM to 4:00 PM (UK time)

Do you ship worldwide?

Yes, we ship internationally through our trusted fulfilment partners.

Can I change or cancel my order?

We begin processing orders quickly to ensure fast dispatch.

If you need to make a change or cancel your order, please contact 📧 info.winkscare@gmail.com as soon as possible.

We’ll always do our best to help, however changes may not be possible once processing has begun.

What payment methods do you accept?

We accept:

  • Visa

  • Mastercard

  • American Express

  • PayPal

When will my order be processed?

Orders are processed by our international fulfilment partners.

  • Processing time: 1–3 business days

  • Dispatch follows shortly after processing

Orders are not processed on public holidays.

How long will it take to receive my order?

Typical delivery times:

  • 4–6 business days under normal demand

  • Up to 14 business days during busy periods

Tracking may take up to 3 business days to update after dispatch.

What if I don’t receive my order?

If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate with the courier.

Where appropriate, we will work with you to resolve the issue, which may include a replacement or refund.

Will I be charged customs or taxes?

In most cases, customers will not be required to pay additional customs charges.

If any unexpected charges arise, please contact our support team and we will assist where possible.

How do I return an item?

If you would like to request a return, exchange, or refund, please contact us within 14 days of delivery.

All requests are reviewed on a case-by-case basis to ensure a fair outcome.

Returns must be approved in advance — please do not send items back until instructed by our support team.

Who pays for return shipping?

Customers are responsible for return shipping costs.

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

What if the item I received is defective, incorrect, or damaged?

Please contact us within 48 hours of delivery and include:

  • your order number

  • photos or videos of the issue

  • a brief description

We will prioritise resolving this with a replacement or refund.

When will I receive my refund?

If a refund is approved:

  • Refunds are issued to your original payment method

  • Please allow 7–10 business days for funds to appear

If you have not received your refund, please contact your bank or card provider first, as processing times may vary.

Contact form