FAQ

Frequently Asked Questions

Welcome to the Wicepurelra Help Center.

Below you will find answers to frequently asked questions about payment, delivery, tracking, order changes, cancellations, and after-sales support.

If your question is not covered here, please contact us at support@wicepurelra.com. To help our team locate your purchase efficiently, please include both your order number and the email address used when placing the order.

ORDERS AND PAYMENT

How can I use a promotional or discount code?

You can enter an eligible discount code during checkout, whether you choose PayPal or a supported debit or credit card.

Follow these steps:

  1. Select the product you would like to order and click “Add to Cart.”

  2. Open your shopping cart and proceed to checkout.

  3. Enter the promotional code in the available discount field.

For mobile devices:

Tap “Show order summary” to display the discount-code box.

For desktop devices:

The discount-code field will generally appear on the right-hand side of the checkout page.

Once the code has been entered and successfully applied, continue with payment through PayPal or by entering your card information.

Discounts are subject to their stated terms, validity period, product eligibility, and other applicable restrictions.

Which payment options are available?

Wicepurelra accepts a variety of commonly used secure payment methods, including:

  • PayPal

  • Visa

  • Mastercard

  • American Express

  • Diners Club

  • Most major debit and credit cards

  • Apple Pay

  • Google Pay

The payment methods displayed at checkout may vary depending on your device, location, browser, and payment-provider availability.

What does shipping cost?

Our standard worldwide shipping charge is generally USD $5.99.

The final shipping amount may differ depending on the delivery destination and any promotion available at the time of purchase.

Before you complete payment, the exact applicable shipping fee will be clearly shown during checkout.

SHIPPING AND DELIVERY

Does Wicepurelra deliver internationally?

Yes. We provide shipping to customers in many countries and regions worldwide.

Wicepurelra works with international fulfillment and logistics partners. Where possible, an order may be dispatched from the most suitable available warehouse based on the customer’s location, product stock, and delivery arrangements.

When should I expect my order?

Once an order has been processed and shipped, the estimated delivery period is generally 10–20 business days.

Delivery estimates are not guaranteed and may be affected by:

  • Destination location

  • Customs inspections

  • Local holidays

  • Severe weather

  • Carrier delays

  • Transportation disruptions

  • Inventory availability

  • Other circumstances outside our reasonable control

Where can I find my tracking details?

After your package has been dispatched, we will send a shipping confirmation email containing the available tracking number.

You may enter the tracking number on a universal shipment-tracking platform such as 17TRACK or on the relevant carrier’s tracking website.

Why is my tracking status not showing new information?

Tracking systems may require approximately 24–48 hours after the shipping confirmation is issued before the first update becomes visible.

It is also normal for tracking to remain unchanged for several days while a parcel is:

  • Traveling between carrier facilities

  • Awaiting a customs scan

  • Moving between international logistics partners

  • Being transferred to a local delivery carrier

A temporary absence of tracking updates does not necessarily mean that the parcel has stopped moving.

Why did only part of my order arrive?

Orders containing multiple products may be divided into separate shipments.

This can happen when items are stored at different fulfillment locations or when sending them separately may reduce overall delivery time.

Each package will normally receive its own tracking number. The relevant shipping details will be sent to the email address associated with your order.

Please allow the remaining packages additional time to arrive before reporting an item as missing.

ORDER CHANGES AND CANCELLATIONS

Can I correct my delivery address, customer name, or telephone number?

Requests involving shipping information are extremely time-sensitive.

Contact us immediately at support@wicepurelra.com and use the following email subject:

Urgent: Address Change

Your message should include:

  • Your order number, for example 071SHOP-112938

  • The email address used to place the order

  • The complete corrected shipping name, address, and telephone number

We will make a reasonable effort to update the information if the order has not yet entered processing or fulfillment.

Once an order has been shipped, Wicepurelra cannot guarantee that the delivery information can be changed. In that situation, you may need to contact the delivery carrier directly to ask whether a delivery adjustment is available.

Submitting a correction request does not guarantee that the information can be changed before dispatch.

Can I change the size, color, quantity, or product in my order?

Product-change requests must also be submitted as quickly as possible.

Email support@wicepurelra.com with the following subject:

Urgent: Order Change

Include:

  • Your order number, for example 071SHOP-112938

  • Your order email

  • A precise explanation of the requested modification

We may only be able to make the change if the order has not reached the fulfillment stage.

Because orders can move into processing quickly, the opportunity to modify an order may be very limited. Requested changes are not guaranteed until confirmed by our support team.

Is it possible to cancel an order?

An order may be canceled only if it has not yet been dispatched.

To request cancellation, contact support@wicepurelra.com immediately and provide your order number and order email.

A small processing or handling fee may apply to an approved cancellation.

Once the package has shipped, the order can no longer be canceled.

PROBLEMS AFTER DELIVERY

My package arrived with a damaged product. What should I do?

We are sorry that your order arrived in that condition.

Please contact support@wicepurelra.com and provide:

  • Your order number, for example 071SHOP-112938

  • The email address associated with your order

  • Clear photographs or video showing the damaged product

  • A clear photograph of the shipping label attached to the package

Providing complete visual evidence will help our team review the issue more efficiently.

Please report damaged products within the claim period stated in our Return & Refund Policy.

What should I do if the product appears defective or has a quality problem?

Wicepurelra takes product-quality concerns seriously.

Email support@wicepurelra.com with:

  • Your order number, for example 071SHOP-112938

  • Your order email

  • A detailed description of the suspected defect or quality issue

  • Clear photographs or a short video showing the problem

Our support team will review the information and determine the appropriate next step in accordance with the applicable Return & Refund Policy.

I received an incorrect product or an item appears to be missing. What should I do?

We apologize for the fulfillment error.

Contact support@wicepurelra.com and include:

  • Your order number, for example 071SHOP-112938

  • The email address used for the purchase

  • A photograph or video of the product you received

  • A list of any product you believe is missing

  • A photograph of the outer package and shipping label, where available

Before reporting an item as missing, please check whether your order was divided into multiple shipments. Separate parcels may arrive on different dates and will normally have individual tracking numbers.

ORDER EMAILS AND COMMUNICATIONS

I cannot find my order-confirmation email. What should I do?

First, check your spam, junk, promotions, and other filtered email folders.

You may also search your inbox for Wicepurelra or the email address support@wicepurelra.com.

If the confirmation is still unavailable, contact our support team and provide the email address you believe was entered during checkout.

We will attempt to locate the order and resend the confirmation to the appropriate address.

I have not received a tracking number yet. Is this normal?

Tracking information is generally sent within 1–2 business days after the order has been processed.

Before contacting us, please review your spam or junk folder because automated shipping emails may occasionally be filtered.

If more than two business days have passed since processing and you have not received tracking information, email support@wicepurelra.com with your order number and order email so our team can check the current status.