Frequently Asked Questions

1Where are you located?

We are a digital store with operational base in Madrid (Spain). We serve online and provide support by email for commercial and customer-service inquiries. Our model prioritises efficiency and transparency: complete product pages, clear policies and proactive communication about your order status. We operate with a network of national logistics partners for mainland Spain and the Balearic Islands, and we work with authorised international operators when required. The entire flow —from payment confirmation to dispatch— is automated to reduce errors and shorten lead times. Our goal is a predictable, agile and 100 % secure experience.

2Where are orders shipped from?

Most orders ship from Spain via trusted carriers with active tracking. When an item is part of a launch or a specific distribution programme, it may ship from an authorised international operator. In both cases, you will receive a dispatch confirmation and a tracking number. We maintain rotating inventory and, if a product appears as available on the product page, it is ready for preparation. In the rare event of a stock issue, we will notify you immediately and offer alternatives or a refund.

3How long will my order take to arrive?

The indicated timeframes are estimates and depend on the address, product type and carrier network load. For mainland Spain and the Balearic Islands we usually have delivery windows of 48–72 h for items with national availability. For items shipped by international operators, delivery may take several additional days, especially during peak periods. We will keep you informed at each milestone and you can check tracking in real time. During specific dates (sales, campaigns or adverse weather) delays may occur; our team reviews each case to minimise impact and keep you informed.

Tip: always include a phone number and a complete, accessible address; a good address reduces incidents and improves the estimated delivery.

4Will I receive a tracking number?

Yes. As soon as the order ships, we send an email with the tracking link and carrier details. In some cases, tracking may take a few hours to show movements until the parcel reaches the origin hub. Please check your “Promotions” or “Spam” folders if you don’t see the email in your main inbox. The same link lets you reschedule delivery, authorise reception at the concierge/front desk or choose a pickup point when offered by the carrier.

5Can I change or cancel my order?

Once payment is completed, the order moves to automatic preparation to reduce times. If you need a change —address, product, shipping method— or a cancellation, contact us immediately. We act on a first-come basis and will do our best to stop dispatch if it hasn’t left yet. If the parcel is already in transit, we’ll explain how to proceed with the return once received. To speed things up, include your order number and the reason for the request; we prioritise critical cases and avoid unnecessary delays or costs for both parties.

Email customerservice@wowarod.com with subject change or cancel so your request enters the priority queue.

6Can I return a product?

Yes. You can exercise the right of withdrawal in Spain within 14 calendar days from delivery, provided the item is in perfect condition and with its original packaging and accessories. Some categories —for hygiene, customisation or software reasons— may have exceptions under applicable regulations; when applicable, we clearly indicate it on the product page. To start the process, email us with your order number and we will send the instructions and the label, if applicable. Refunds are issued via the original payment method once the return is verified in the warehouse.

In your email, include the phrase 14-day withdrawal to classify your case without waiting. See the Returns & Refunds Policy for full conditions.

7My product arrived damaged or defective

If you notice damage to the packaging or a manufacturing defect, notify us within 3 calendar days of receipt. Attach clear photos of the parcel condition, the product and the order number; if possible, add a short video. With that information we open a case with the carrier or manufacturer and propose the best solution: replacement, repair or refund, as appropriate. We prioritise these incidents to ensure you’re covered as quickly as possible.

8Accepted payment methods

We accept standard bank cards, as well as Apple Pay and Google Pay on compatible browsers. In certain markets we enable instalment payments depending on provider availability. For security, we use gateways compliant with PCI-DSS standards and strong customer authentication where required by the bank. If a payment is declined, it is usually due to temporary limits, 3D Secure verification or address mismatches. In that case, try again or contact your bank to unlock the transaction.

9What warranty do products have?

All items are covered by the applicable statutory warranty against manufacturing defects. This warranty does not cover damage due to misuse, impacts, moisture or normal wear and tear. If a product presents an issue within the legal period, we open the case with the manufacturer or authorised service and guide you through the process. To resolve faster, keep the invoice you receive by email and, when visible, the product’s serial number.

10Shipping areas and coverage

We deliver to mainland Spain and the Balearic Islands. For now, we do not ship to the Canary Islands, Ceuta or Melilla. Coverage may expand in the future based on logistics agreements and volume. If you need delivery to a different destination, write to us and we will assess feasibility according to the product and customs restrictions. Tracking and after-sales support are provided for all enabled destinations.

11Wholesale and projects

If you represent a company or require a special volume, we offer tailored terms: quantity quotes, delivery windows and adapted invoicing. Tell us the references, units, timelines and any logistics requirements (labelling, packaging, time-slot delivery, etc.). Our commercial team will prepare a competitive proposal and support you throughout the process to ensure availability and milestone fulfilment.

12Colours, addresses and “delivered” orders

Image colours may vary slightly due to screen calibration. If a colour or variant does not appear on the product page, it is likely temporarily out of stock. Always ensure the delivery address is complete and up to date; late changes may not be applied if the order is already in transit. If tracking shows “delivered” and you cannot find the parcel, ask your concierge/front desk, neighbours or family and wait 24 h in case the carrier recorded delivery with a delay. If it still does not appear, contact us to open an incident.

See also our Privacy Policy and Cookie Policy to learn how we process your data and your browsing preferences.