Mr. Wonderful

Help Section

1. Orders

a. Information about delivery times

We have various delivery options. Once you have confirmed your purchase, we take 24 to 48 hours (on working days) to hand it over to the selected courier service. After that, they will send you an SMS or e-mail stating your delivery's tracking number. In this way you can check the status of your order at any time with the delivery company.

Deliveries generally tend to take around 5 to 10 working days to arrive at your home after you have confirmed your purchase. We cannot accept responsibility for any delivery delays caused by the courier service selected; however, we seek to ensure that the options we offer are trustworthy and provide a good service.

b. Modifying or cancelling an order.

Once the order has been confirmed, it goes straight to the warehouse, where it is processed within 24-48 hours. Because we process orders so quickly, we are unable to process cancellations or changes to items. However, you can return items after receiving them.

c. Special orders: Norway

Once you have placed your order, in order to speed up delivery times, please write to shop@mrwonderful.es, stating the number of the order you placed, the full details of the person who will receive the order, and their ID number (these deliveries require a full invoice in order to be delivered).

Deliveries to Norway are performed by Fedex and the delivery cost is higher (€24). These orders take approximately 10 working days to be delivered.

Customs duties on deliveries to Norway are payable by the customer.

d. I need an invoice

To obtain an invoice for your order, write to shop@mrwonderful.es, stating your full invoicing details, the number of the order you placed and the e-mail address you want the invoice to be sent to. You will receive the invoice by e-mail within a few days.

e. Which countries can I shop online from?

We currently deliver to the following European countries: Germany, France, Great Britain, Italy, Luxembourg, the Netherlands, Portugal, Spain, the United Kingdom, Denmark, Sweden, Greece, Ireland, Belgium, Austria, Finland, the Czech Republic, Norway and Liechtenstein.

f. Products that are ‘temporarily out of stock’

If you would like to be informed of when a product will be available again, all you have to do is activate the stock alert provided with each product; then, when we have it back in stock, we will send you an e-mail notifying you.

g. I have not received the order confirmation e-mail. Has my order been processed?

If you have not received the confirmation e-mail but you saw the message containing your confirmed order number in the online store and you have been charged, you can be certain that your order has been successfully processed. The reason you have not received the e-mail may be that there is an error in the address, the e-mail has been mistakenly sent to your spam folder or there has been a computer problem on our side when sending the confirmation e-mail. You will receive your order without any problems.

If you have not been correctly charged, you can contact us at shop@mrwonderful.es and we will personally confirm your order status.

h. Can I remove an item from my order?

We cannot make any changes to orders that have been placed. However, you can return the item once you receive the order.

i. Can I change my details once I have paid for the order?

If we are still processing the order we generally can make a change to your details; if the delivery company already has your package, it is likely they will be able to process it but they may charge you extra to do so.

2. Payments

a. What payment methods do we offer

The forms of payment accepted by Mr. Wonderful are PayPal and cards. A payment method may be temporarily deactivated due to a computer incident. If that is the case, please choose another payment method.

1. PayPal/Card

You can pay through PayPal through your account with them or as a one-off user. If you select this option, you will be taken to PayPal's website and enter its secure payment platform. Once you are in PayPal, you can pay with your PayPal account or credit card; you cannot pay on delivery with this option.

Once the payment process has been performed, you will be taken back to Mr. Wonderful.

PayPal may withhold a small amount as a surety or insurance when you purchase by card through the PayPal platform (it tends to be a few cents or €1). PayPal will return the money to you approximately one month later. The fact that this surety has been charged does not guarantee that your purchase has been completed.

2. Debit or credit card

When you select this option, you will be taken to the bank's secure payment platform, where you will be asked for your card details. They will confirm the payment and, once the payment process has been performed, you will be taken back to Mr. Wonderful.

a. What payment methods do we offer

Once you receive a discount code, you must enter it at the end of the purchase in the "VOUCHER CODE" box. Once you have entered your details, click on “apply coupon” and wait for the discount coupon to be applied.

c. My payment has been rejected. What can I do?

Your payment may be rejected for one of the following reasons:

  • The card may have expired. Make sure your card's expiry date has not been reached.
  • You may have exceeded your credit limit. Check with your bank to make sure your card has not gone over the purchasing limit allowed.
  • One of the details you entered may be incorrect. Make sure you have correctly filled in all the necessary fields.

d. How can I pay with PayPal?

You can select this payment option whether or not you have a PayPal account. Simply select this option as the form of payment and follow the steps stated.

e. Is it safe to buy from our website?

It is totally secure. When you choose to pay by card or PayPal, you will be redirected to their secure payment platform. Mr. Wonderful does not store your card details at any time.

f. Are the online store and physical shop prices different?

Mr. Wonderful has a recommended retail price for each product, which is the price shown on our website. When our products are distributed through independent shops, they may choose to sell them at the recommended prices or change the prices. If you have any doubts, look on our website and you can see the recommended retail price there.

g. I have not received the order confirmation e-mail. Has my order been processed?

If you have not received the confirmation e-mail but you saw the message containing your confirmed order number in the online store and you have been charged, you can be certain that your order has been successfully processed. The problem may be due to an error in your e-mail address, the e-mail having mistakenly been sent to your spam folder, or there being a problem with sending the e-mail.

If you have not been correctly charged, you can contact us at shop@mrwonderful.es and we will personally confirm your order status.

3. Delivery

a. Information about delivery times

We have various delivery options. Once you have confirmed your purchase, we take 24 to 48 hours (on working days) to hand it over to the selected courier service. After that, they will send you an SMS stating your delivery's tracking number. In this way you can check the status of your order at any time with the delivery company.

Deliveries generally tend to take around 5 to 10 working days to arrive at your home after you have confirmed your purchase. We cannot accept responsibility for any delivery delays caused by the courier service selected; however, we seek to ensure that the options we offer are trustworthy and provide a good service.

b. Delivery companies - how they work.

We have two delivery options you can choose when placing an order: FEDEX and UPS.

Deliveries to the south of Europe take approximately 5-7 working days. Deliveries to the north of Europe take approximately 7-10 working days.

Each of the delivery companies send you an SMS or e-mail containing the order's tracking number once they have the processed order containing the details.

You can check your order's status on:

http://www.mrwonderfulshop.es/es/seguimiento-envios

c. My order is still being processed. When will it be sent to me?

Once you have confirmed your purchase, we take 24 to 48 hours (on working days) to hand it over to the selected courier service. Delivery takes 5 to 10 working days.

d. I have not received my order.

If you have not received any information about your order, please contact shop@mrwonderful.es, stating your order number and the details you used when placing it, and we will provide you with information about your order.

4. Returns

a. I have changed my mind:

If you have changed your mind or you are not satisfied with your purchase, you may return it within 14 calendar days from the date on which you received the products. In order to do so, please contact us in writing by sending an e-mail to shop@mrwonderful.es, stating the necessary details to track down your purchase. When we receive your e-mail, we will notify you, by e-mail, that we have received it and tell you how to proceed.

In this case, customers must return the product in perfect condition without undue delay, and no more than 14 calendar days after receiving the products. In these cases, Mr. Wonderful will reimburse the entire cost of the purchase. However, the customer bears the direct cost of returning the products.

Mr. Wonderful shall pay the reimbursement within 14 calendar days of the date on which we are informed of the decision to return the purchase and it will do so through the same form of payment as the customer used for the initial transaction. Mr. Wonderful reserves the right to withhold reimbursement until the products have been received.

b. I ordered something to give it to someone as a gift and it did not arrive on time. Can I return it?

Deliveries generally tend to take around 2 to 5 working days to arrive at your home after you have confirmed your purchase. We cannot accept responsibility for any delivery delays caused by the courier service selected, so if you are buying something for a specific date, we advise purchasing well in advance. You can return products with no problems if you inform us within 14 days of receiving them.

c. Can I return an order from abroad?

To return a product, write to shop@mrwonderful.es, stating the number of the order you placed, the product you are returning and the reason why; we will then tell you the steps to follow to return it.

5. Incidents

a. I have received the wrong product or a product that is broken or defective.

Mr. Wonderful always checks that the products sent are the same ones as were ordered. However, in the unusual event we have sent you the wrong product, please write to shop@mrwonderful.es with photos of the product you received and the delivery note you received with the order. In the e-mail subject, state the number of the order you placed, so we can process it and provide you with a solution as soon as possible.

If, on the other hand, the item you ordered is broken or defective, please write to us straightaway to find out if it is covered by the warranty. For more information about this kind of incident, please read the following section.

6. Warranty

All of our products have a two-year (2-year) warranty when the damage or defect is attributable to us. If you are returning a product for reasons attributable to Mr. Wonderful (a defective product or a product that does not match the SKU you purchased), Mr. Wonderful will pick up the product and exchange it for the correct one and will bear the costs of returning and exchanging it (except for additional costs resulting from choosing express delivery, in which case the customer will bear that cost).

In order to handle the incident, we need you to report it by e-mail to shop@mrwonderful.es, stating the reason for the incident, the order number (this is essential in order to locate the purchase), the delivery note and photos of the damaged or incorrect products so we can assess the situation.

You must have the receipt in order to exercise the warranty right.

Once you have received this information, we will contact you to tell you the steps to take. You must inform us of the product's non-conformity within two (2) months of becoming aware of the defect.

If it is not objectively possible to replace the product with another of the same kind, Mr. Wonderful will return the price you paid for it.

Our warranty does not cover:
a) Negligent or violent use of the product.
b) Injuries arising from manipulation or alteration of the product.

It is important always to follow any usage or installation instructions for the products we supply. If in doubt, please contact us by e-mail at shop@mrwonderful.es so we can give you advice on how to use the product.

7. My account

a. Do I have to create an account in order to shop with you?

When placing an order, you have the option of registering or completing your purchase without registering.

b. I have created an account but have not received the confirmation e-mail.

Write to us at shop@mrwonderful.es with the customer details you entered and the e-mail address, so we can provide you with the registration details.

c. Where can I sign up for the newsletter?

You can sign up for our newsletter on our homepage http://www.mrwonderfulshop.com/. All you have to do is enter your e-mail address and accept the terms and conditions.

d. How do I unsubscribe from the newsletter?

At the bottom of any newsletter e-mails you have received there is an option to unsubscribe.

e. I cannot access my account. What can I do?

If you have an account, you can recover the login details by clicking here.

f. I cannot remember my password. How can I reset it?

You can reset your password by clicking here.

8. Physical stores

a. Where can I find a physical store that sells your products?

This link shows you all the stores that distribute our products and their contact details. Bear in mind that not all stores use the same reference numbers so if you are looking for a specific product you can contact the store you are interested in and ask them directly.

See our points of sale here.

b. I want to sell your products in Spain. How can I contact you?

If you would like to be a distributor of our products, please send an e-mail to quieroserwonder@mrwonderful.es or fill in the form you can find here.

c. I want to sell your products outside of Spain. How can I contact you?

If you would like to be a distributor of our products, please send an e-mail to bettertogether@mrwonderful.es or fill in the form you can find here.

9. How can I contact customer service?

You can contact us by e-mail at shop@mrwonderful.es

You can contact us by telephone on 93 159 46 40. Our customer service timetable is Monday to Friday 8am to 8pm.

Last update: November 2016

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