FAQ

To create an account on our website, simply click on "Account" at the top right of the home page on your computer. Then click on "Create an account", fill in the requested information and validate. You will receive a confirmation email at the email address entered.

By logging into your account you can find your order history. Your account keeps a history of all your past orders. However, orders placed before the creation of the account cannot be added.

If you wish to delete your Wandler account, please contact us at info@wandler.com

To place an order, simply select the model and color of your choice and click “Add to Bag”. To complete your order, click “Cart” at the top right corner of our homepage. From your cart, you can modify the quantity or delete an item. You can proceed with your order by clicking “Checkout”. To complete your order, you may log in to your existing Wandler account, create an account with us, or proceed as a guest. Fill out your address, select your preferred shipping method and proceed to payment.

When a model is listed as pre-order, it means that the bag is currently being produced in our atelier in Italy. A scheduled shipment date is always indicated on the product page for models only available for pre-order.

If a model is out of stock on our website, you can ask to be notified once re-stocked by clicking “Notify me” at the bottom of the product page.

Once finalized (i.e., payment confirmed), we cannot modify your order. Any change of color or model will require the cancellation of the initial order, before placing a new order.

Once finalized (i.e., payment confirmed), we cannot guarantee that the cancellation of your order is possible. You can send an email to info@wandler.com and we will try our best to cancel your order and process your refund (which will appear in your bank account within a couple of days).

If your order is already being prepared for shipment you will have to return your order via the Return page. Once the return is received and processed, we will refund the total cost of your bag, however shipping costs remain at your expense.

We accept Visa, Mastercard, American Express, Paypal, Apple Pay, Google Pay and Klarna.

Your bank account will be debited as soon as your order is confirmed.

Payments may be declined due to issues with your card provider, insufficient funds, or incorrect billing information. Please verify your details or try another payment method. If the issue persists, contact your bank or our Customer Service team at info@wandler.com

International pricing is calculated according to the current rate of exchange between the EURO currency on our website and the local currency of the specified shipping destination. We reserve the right to update such exchange rates regularly at our sole discretion, and you acknowledge that such updates may affect product pricing on the website.

A summary of your order can be found on your order confirmation email, but we can certainly provide an invoice upon request. To request this, please contact us at info@wandler.com

We do not offer tax refunds for purchases made on our website.

Your confirmation email will provide you with a tracking number that will allow you to track your order via the relevant courier company.

Netherlands, Belgium, Germany, Luxembourg: Delivery within 1–3 working days via DHL.
Other EU countries: Delivery within 3–5 working days via DHL.
United Kingdom, Switzerland, Norway, USA, Canada: Delivery within 4–6 working days. Please note that additional government duties and customs fees may apply.
Rest of the world: Delivery within 4–7 working days. Please note that additional government duties and customs fees may apply.
All delivery times are estimated and may vary depending on local postal services or customs processing.

Wandler ships worldwide. If you are unable to select your country, please don't hesitate to email us at info@wandler.com. Our team will do its best to accommodate your purchase.

If you are placing an order from outside of EU, you might be charged for import duties and taxes by your local customs authority. These costs are directly dependent on the value of the ordered goods, the material they are made of and their country of origin. Because these duties vary per country, we advise you to consult your local customs authorities to inform yourself about the possible charges before placing an order with us.

For more information, please contact us at info@wandler.com

Wandler accepts returns within 14 days of delivery. Returned items must be in their original condition. Worn, used, altered, or damaged items will not be accepted. The customer bears all return shipping costs and risks, and Wandler is not responsible for import taxes or duties on returned items. Refunds are issued after items are received and inspected.

Please submit your return request by accessing our Returns Portal. If your order was placed within EU, you will receive a prepaid shipping label and instructions for sending your item back to us.

We do not offer exchanges. If you wish to exchange your purchase, you may return the item for a refund and place a new order for a desired color or model.

All returns should be shipped using the prepaid DHL shipping label provided after approval through the Return Portal. Return costs of €10 will be deducted from your refund.

For customers outside Europe, register your return via our Returns Portal and follow the instructions. Return costs are the customer’s responsibility, and additional customs taxes are not covered.

Return items to:

Wandler Web Returns RMA#

Handelsweg 4

2404 CD Alphen aan den Rijn

The Netherlands

Ensure your package arrives at our warehouse's address. If delivered elsewhere (e.g., a pickup point), additional pickup service costs may apply. For a more convenient return option, contact us for a return label. Return label costs will be deducted from your refund.

If an item is faulty or defective upon receipt, please contact our Customer Service team immediately at info@wandler.com.

If your parcel arrives damaged, contact our Customer Service team at info@wandler.com. Please take photos of the parcel and retain the original packaging for inspection by the courier.

The refund of your order will be processed within 5-10 business days upon the receipt of the returned items. Please kindly note that we reserve the right to decline a refund in case your item was not sent in its original condition (worn, damaged, etc.). The refund will be issued directly to the payment method used for the original purchase.

For returns outside the European Union, it is important to attach the proforma invoice visibly on the front of your package. If the invoice is missing or not visible, your parcel may be held by customs or charged import duties, which are the customer’s responsibility.

If your parcel is held or duties are applied, please contact us at info@wandler.com. We will do our best to assist; however, Wandler cannot take responsibility if the parcel is returned to the sender.