Thank you for shopping at Wacaco Company Limited (“Wacaco,” “we,” “us,” or “our”). This policy outlines our international shipping terms, customs/duty allocations, and your rights regarding order cancellations, returns, and refunds.
PART 1: GLOBAL SHIPPING, DELIVERY TIMELINES & TERMS
1. Order Processing & Dispatch
- Standard Timeframes: Orders are typically processed and dispatched from our fulfillment network within one (1) to two (2) business days following successful payment confirmation.
- Peak Volume Periods: During promotional events, product launches, or major global holiday seasons, processing times may be extended by a few business days.
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Global Fulfillment Logistics: To optimize delivery times, orders are dynamically routed and shipped from our international fulfillment nodes (including facilities in the United States, Canada, Mexico, Europe, the United Kingdom, and China) based on localized regional inventory availability. Newly released and personalized products are typically shipped directly from our main production site in China (CN).
If an order includes a product that is currently out of stock at a regional fulfillment center (US, EU, UK, CA, MX), the order may be split and shipped from multiple locations, or the entire order may be shipped from our main production site (CN).
2. Estimated Delivery Timeframes & Third-Party Delays
All delivery timeframes listed below are estimates provided for reference purposes only. Wacaco provides no absolute guarantee that a parcel will arrive within the defined window. Actual transit times can vary significantly based on destination location, weather conditions, local holidays, and customs inspections. Wacaco cannot be held contractually or financially responsible for shipping delays caused by third-party postal carriers or international customs bureaus.
For international orders, please consider these timelines when choosing a budget shipping option, as resolving transit or tracking discrepancies with lower-tier international carriers can be a lengthy process.
A. Shipments Dispatched from our Production Site (China - CN):
- Hong Kong / Macau: Minimum 3 to 5 business days.
- Taiwan: Minimum 5 to 8 business days.
- Asia, Europe, North America, Oceania: Minimum 2 to 3 weeks.
- Central America: Minimum 3 to 4 weeks.
- Africa, South America: Minimum 4 to 6 weeks to arrive at destination.
B. Shipments Dispatched from Regional Fulfillment Centers:
- United States Fulfillment Center (To US destinations): Minimum 3 to 5 business days.
- Canada Fulfillment Center (To Canadian destinations): Minimum 3 to 5 business days.
- United Kingdom Fulfillment Center (To UK destinations): Minimum 3 to 5 business days.
- Mexico Fulfillment Center (To Mexican destinations): Minimum 5 to 8 business days.
- European Union Fulfillment Center: Minimum 3 to 10 business days. (Applies to: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden).
3. Free Shipping Destinations
We offer free shipping to the following countries, subject to the regional fulfillment restrictions outlined below:
Australia, Austria, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Macao, Malaysia, Malta, Mexico, Netherlands, New Zealand, Philippines, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Taiwan, Thailand, United Kingdom, United States, and Vietnam.
⚠️ Critical Fulfillment Requirements for Free Shipping:
- European Union & United Kingdom: Free shipping is exclusively available when the product is in stock and shipped locally from our Germany or United Kingdom fulfillment centers.
- Canada & Mexico: Free shipping is exclusively available when the product is in stock and shipped locally from our Canada or Mexico fulfillment centers.
- Fulfillment from China (CN): If an item is out of stock at your local regional fulfillment center (DE, UK, CA, MX) and must be shipped from our main production site in China, standard shipping fees will apply and will be calculated at checkout.
4. Countries with Calculated Shipping Fees
For destinations not covered by local free-shipping fulfillment, or where shipping fees are mandatory, delivery is available with additional shipping fees calculated directly at checkout. These countries include, but are not limited to:
Argentina, Brazil, Chile, Colombia, Indonesia, Jordan, Kuwait, Norway, Pakistan, Paraguay, Peru, Qatar, Russia, Saudi Arabia, Switzerland, Ukraine, and the United Arab Emirates...
5. EU VAT for E-Commerce
In accordance with European Union VAT directives, all orders shipped to destinations within the EU are subject to applicable Value Added Tax (VAT), which is calculated and collected at checkout.
6. Customs, Duties, and Import Taxes
For international shipments, import duties, customs fees, and local taxes may be incurred once the parcel reaches its country of destination.
- Responsibility: Wacaco Company Limited is not responsible for these charges and does not calculate or estimate them. All such duties and taxes must be paid entirely by the recipient of the parcel.
- Importer of Record: As the purchaser, you are the importer of record and must ensure that your purchase complies fully with all local laws and regulations of the destination country. Please note that international shipments are subject to cross-border inspections, and we cannot guarantee that packaging will be free of signs of customs tampering.
- Unpaid Customs & Abandoned Parcels: If import duties and taxes are not paid upon arrival, your local customs authority will hold the parcel (typically for around 3 weeks). If the charges remain unpaid and the parcel is returned to Wacaco:
- For Global Customers: Any incurred import duties, return taxes, and additional postage fees forced upon Wacaco by the carrier will be strictly deducted from your final order refund. Wacaco is not responsible for reimbursing any customs charges.
- For EU / EEA Customers: If a parcel is abandoned or rejected due to unpaid duties, it will be handled in accordance with the statutory EU Right of Withdrawal. While a full refund of the purchase price and standard initial shipping will be issued upon safe return of the goods to our facility, the buyer remains legally responsible for the direct costs of return shipping.
7. Incorrect Shipping Address
Wacaco Company Limited is not responsible for delivery failures resulting from incorrect, incomplete, or inaccurate shipping addresses provided by the customer at checkout.
- Reprocessed Orders: If a parcel is returned to us due to an address error and you request it to be resent, an additional shipping and handling fee will apply (USD 20.00 for standard shipping or USD 40.00 for express service).
- Cancellations & Refunds: If you choose to cancel the order after it has shipped due to an incorrect address, these administrative re-routing fees ($20.00 standard / $40.00 express) will be deducted from your final refund. For residents of the EU/EEA, deductions will strictly be limited to the actual, direct return shipping costs incurred by the carrier.
PART 2: STANDARD GLOBAL RETURN POLICY (NON-EU)
The terms in this section apply to all global purchases made via www.wacaco.com, excluding transactions subject to European Union statutory protections.
1. 30-Day Change-of-Mind Window
- Eligibility Period: We offer a standard 30-day return window starting from the verified date of carrier delivery. If thirty (30) days have gone by since delivery, we cannot offer a refund, store credit, or exchange.
- Product Condition: To qualify for a voluntary change-of-mind return, the product must be completely unused, free of coffee grounds or water residue, clean, and enclosed inside its original, undamaged factory packaging with all internal accessories and manuals intact.
- Proof of Purchase: A valid official online order confirmation number or invoice from www.wacaco.com is strictly required to initiate a return.
2. Standard Return Logistics & Costs
- Return Authorization: Before shipping any item back, you must contact our support team at support@wacaco.com to obtain an official return authorization and the correct regional warehouse return address. Unscheduled returns sent without authorization will be rejected.
- Shipping Expenses: The customer assumes full financial responsibility for all return shipping costs. Initial outbound shipping charges paid at the time of purchase are non-refundable.
- Risk of Loss: The customer assumes all tracking and transit risks for return shipments. For high-value items, we strongly recommend using a trackable shipping provider and purchasing shipping insurance. Wacaco is not liable for return packages lost or damaged in transit.
3. Inspection & Deductions
- Evaluation: Upon receipt at our return facility, items undergo cosmetic and technical inspection. We will notify you via email regarding the approval, partial approval, or rejection of your refund.
- Deductions: Items returned with missing parts, signs of use, or damaged original packaging will incur partial restocking deductions or be rejected entirely.
- Exclusions: Items explicitly designated as final sale, clearance, or promotional closeouts are non-returnable and non-refundable.
If your return is received, and approved, your refund will be applied to your original method of payment within 5 to 7 business days. Please note that initial shipping costs paid at checkout are non-refundable and will be deducted from your final refund amount.
PART 3: EUROPEAN UNION & UNITED KINGDOM STATUTORY RIGHTS
🇪🇺 Notice for Consumers in the EEA and UK: The voluntary terms, return shipping exclusions, and deductions listed in Part 2 do not affect, restrict, or modify your statutory consumer protections under European Union and United Kingdom law.
1. 14-Day Statutory Right of Withdrawal
If you are a resident of the European Union, European Economic Area (EEA), or the United Kingdom, you possess an absolute statutory right to cancel and withdraw from your purchase contract for any reason within 14 days from the day you (or a third party designated by you) take physical possession of the goods.
2. Refund Scope Under EU Law
- Full Reimbursement: Upon a valid exercise of your Right of Withdrawal, Wacaco will refund all payments received from you, including the original standard outbound shipping costs paid at checkout. (If you opted for a premium express shipping tier, only the value of our baseline standard shipping tier will be refunded).
- Return Shipping Costs: In accordance with EU Directive 2011/83/EU, the consumer must bear the direct cost of shipping the physical goods back to our designated European service center.
- Diminished Value: You are only liable for any diminished value of the goods resulting from handling them beyond what is strictly necessary to establish their nature, characteristics, and functioning.
- Withholding of Funds: We reserve the right to withhold your reimbursement until we have physically received the goods back at our fulfillment facility, OR until you have supplied definitive, trackable evidence of having sent back the goods, whichever is the earliest.
3. How to Exercise Your EU Right
To seamlessly execute your statutory withdrawal and ensure immediate, prioritized handling, please visit our dedicated “Right of withdrawal (EU)” page to submit your request via our digital cancellation form. Alternatively, you may contact us directly at support@wacaco.com with an explicit statement of your decision to withdraw from the contract.
4. After the 14-Day Window: Transition to Global Policy (Days 15–30)
If the 14-day statutory withdrawal period has passed, EU/EEA customers are no longer eligible for the terms listed above. However, you may still return your product up to 30 days from the date of delivery, subject entirely to our Standard Global Return Policy (Part 2).
This means that between Day 15 and Day 30:
- Items must be strictly unused, unopened, and in their original packaging.
- Items marked as Final Sale or clearance can no longer be refunded.
- The cost of initial shipping will be deducted from your final refund.
PART 4: GENERAL TERMS (Applies to All Customers)
1. How to Start a Return
Please contact our customer support team at support@wacaco.com for step-by-step instructions on how and where to mail your product. Please do not send your purchase back without contacting us first.
The consumer assumes all risk of loss or damage to the item while in transit to our facilities. If you are shipping an item over $75, we highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned package.
2. Late or Missing Refunds
If you haven’t received an approved refund yet, please follow these steps:
- First, check your bank account or credit card statement again.
- Contact your credit card company or bank. There is often a standard processing timeframe before a refund is officially posted to your account.
- If you’ve completed these steps and still have not received your refund, please reach out to us at support@wacaco.com so we can look into it for you.