Frequently Asked Questions - FAQ
Do you have any questions? We have the answer.
Orders
Shipment
Return
Refunds
Medium
Gifts
General
How can I contact customer service?
You can contact us through the Contact form on our website, by email at info@wolfranstudio.com , or by phone at +34 627 700 250. Our business hours are Monday to Friday, from 9:00 AM to 2:00 PM and from 3:00 PM to 6:00 PM. We respond to all messages within 24 to 48 business hours. You can also use our online chat , available 24/7. We'd be happy to help!
How do I create an account?
Click ' Log in ' in the top right corner and select 'Create account'. You only need your email address and a password. Having an account allows you to track your orders , save your shipping addresses, and access exclusive offers.
Do I need to create an account to buy?
It's not mandatory. You can make your purchase as a guest, although creating an account will allow you to access your order history and make future purchases more quickly.
What do I do if I have technical problems on the website?
If you experience any problems browsing the store, try refreshing the page or using a different browser. If the problem persists, please email us at info@wolfranstudio.com and we'll help you resolve it .
How can I delete my account?
Write to our customer service at info@wolfranstudio.com with your request, indicating the email address associated with your account.
Does this page use cookies?
Yes, we use cookies to ensure our website functions properly and to provide you with a better browsing experience. Some cookies allow us, for example, to remember your session or show you products you've recently viewed. If you wish to delete them, you can do so through your browser settings. For more information, please see our Cookie Policy or contact us at info@wolfranstudio.com
Orders
Do the prices include taxes?
Yes, all our prices include the applicable VAT according to Spanish law , both for products and shipping costs. What you see is what you pay, no surprises.
Can I cancel or modify my order once it has been placed?
Yes, as long as your order hasn't been processed yet , we can help you modify or cancel it. Please email us at info@wolfranstudio.com as soon as possible with your order number . We'll do our best to accommodate your request, but once the order has been processed, we may not be able to make changes.
Is it safe to buy from your store?
Yes, absolutely. Our store has 256-bit SSL certificates and meets the highest security standards, such as PCI DSS Level 1 certification. We do not store or access your bank details. Furthermore, the checkout process is protected and encrypted, and may require additional verification in accordance with European PSD2 regulations.
How can I place an order?
You can place an order directly from our online store. Simply browse and choose the products you like, select their options (size, color, etc.), and add them to your cart. You can continue shopping or go directly to your cart to complete your purchase . Then, review your selection and click "Checkout" to enter your shipping information, choose your payment method, and confirm your order. You'll receive an instant confirmation email. Creating an account is not required, but we recommend it to easily view your order history and track your orders in the "Orders" section of your customer area.
Where do I enter my discount code?
If you have a discount code, you can enter it when completing your shipping details, right after the shopping cart.
- From a computer: the field to apply the code will be visible in your order summary, on the right, before the subtotal.
- From mobile or tablet: you will find it in the last step of the process (payment method) or within the order summary.
Remember to enter the code and click "Apply" for the discount to be applied correctly. If you have any problems, please review the code's terms and conditions or write to us at info@wolfranstudio.com.
Shipment
What are your shipping options?
We offer various shipping options to suit your needs. We ship to mainland Spain and the Balearic Islands . During the checkout process, you'll see the estimated delivery times and costs for your area. Delivery takes 2 to 5 business days from when your order leaves our warehouse. See our Shipping Policy for more details.
Do you ship internationally?
We currently ship only within mainland Spain and the Balearic Islands . We do not ship to the Canary Islands, Ceuta, or Melilla . If you have any questions about your shipping area, please email us at info@wolfranstudio.com.
How do I qualify for free shipping?
Free shipping is available for orders over €50 in mainland Spain . For orders under €50, the shipping cost is €3.95 . In the Balearic Islands , the shipping cost is €6.99 regardless of the order amount.
How long does shipping take?
Orders are processed within 24 to 72 business hours of payment confirmation. Once shipped, delivery takes between 2 and 5 business days in mainland Spain and the Balearic Islands. Orders are delivered Monday to Friday, between 10:00 AM and 7:00 PM. Please note that delivery times may be affected during peak periods (holidays, summer, Christmas).
Why haven't I received my order?
First, check the status and tracking of your order in your customer area and in the emails we've sent you. If payment has been confirmed and your order has been in preparation for several days, please contact us at info@wolfranstudio.com .
If the order is marked as "delivered" but you haven't received it yet:
- Check with your neighbors to see if they received it on your behalf.
- Check if the carrier left any notification by mail or SMS.
If you cannot locate it, please write to us at info@wolfranstudio.com indicating your order number and tracking number , so that we can manage the claim with the transport company.
How can I track my order?
Once your order has been shipped, you will receive an email with the tracking number and a direct link to check the delivery status in real time.
You can also check the status of your order:
- By accessing your account on our website, in the "My Orders" section
- Using the order status link included in your purchase confirmation email
- Directly on the courier company's website with your tracking number
If the tracking information is still not showing, the shipping company may not have updated the data. Please try again later or email us at info@wolfranstudio.com .
Returns
What is your return policy?
You can exercise your right of withdrawal and request the return of the product within 14 calendar days after receipt, without needing to justify the reason (valid for shipments within the European Union).
For the return to be accepted, the product must be in perfect condition : unused, unwashed, with all its tags, accessories and original packaging, and you must have the receipt or proof of purchase.
No returns accepted for:
- Personal care products (cosmetics or intimate accessories)
- Customized or made-to-measure products
- Items on sale or clearance
- Gift cards
For more information, please see our Refund Policy .
How can I exchange or return an item?
We do not currently offer direct exchanges. If you need a different product, we recommend returning the original item and, once approved, placing a new order.
To request a refund:
- Write to us at info@wolfranstudio.com within 14 calendar days of receipt, indicating: Full name, Order number, Reason for return, Name of product to be returned
- Once your request is approved, we will send you the return shipping instructions .
- Pack the product securely in its original packaging. Wolfran is not responsible for returns damaged due to inadequate packaging .
- Return shipping costs are the responsibility of the customer, except in cases of damaged or incorrect product.
- After receiving and inspecting the product, we will refund the amount of the item within a maximum of 10 business days .
Will I have to pay for return shipping?
If you return an item due to damage, defects, or an error on our part, we will cover the shipping costs . In all other cases, you will be responsible for these costs.
What should I do if I receive an incomplete order, a damaged item, or the wrong item?
Please check your order as soon as you receive it. If any product arrives damaged, defective, incorrect, or incomplete , please contact us within 72 hours of receipt at info@wolfranstudio.com .
Include the following in your message:
- Full name
- Order number
- Reason for the complaint
- Clear photos of the affected product
We recommend that you always keep the original shipping packaging , including the shipping label, as it may be necessary to process the return or claim. We will evaluate your case as soon as possible and, depending on the circumstances, process a return, replacement, or refund.
How long will it take to receive my refund?
Once we have received and inspected the returned product and verified that it is in suitable condition, we will issue the refund via the same payment method within a maximum of 10 business days .
The refund will only cover the value of the returned item. Original shipping costs will not be refunded , except in cases where the return is due to an error by Wolfran or a defective product.
If you still don't see the refund reflected in your account after 15 business days from the confirmation of the refund, write to us at info@wolfranstudio.com and we will resolve it.
Gifts
Do they offer gift cards?
Yes, we offer digital gift cards in various amounts. They can be purchased directly from our website and are sent to the recipient via email, making them the perfect gift for any occasion.
How do I redeem a gift card?
To redeem a gift card, enter the unique code in the "Gift Card" field at checkout. The card's value will be applied to your order total. If your purchase exceeds the card's balance, you can pay the difference using another payment method.
