FAQ – Frequently Asked Questions

 

About the whb2.co.uk site
How can I follow W=Hb2 news?

By subscribing to the W=Hb2 newsletter, you will be one of the first to hear about our new products, events and news. You can also follow W=Hb2 news on social media.

How can I subscribe/unsubscribe to the W=Hb2 newsletter?

To subscribe to our newsletter, please visit the “Get Informed” section and fill in the registration form.
If you wish to unsubscribe from our newsletter, click on the link at the bottom of each W=Hb2 newsletter.
You can also contact our Customer Service with any questions regarding our W=Hb2 newsletter. Our advisers will be delighted to assist you.

How can I begin receiving special offers at my new email address?

If you are a registered member of whb2.co.uk, you can easily change any of your personal information on whb2.co.uk by signing in, clicking on “My Account” and following the onscreen instructions.

If you are not yet a registered member, we recommend that you sign up for our free email newsletters. You’ll hear about free samples and other special offers. And you’ll be among the first to know about the latest launches and looks. It’s free, fun and absolutely fabulous – click here to sign up today.

Online Botique
Where can I buy W=Hb2 products?

W=Hb2 products are only available at our official website at the moment.

How can I create an account?

You can create your W=Hb2 customer account by clicking on the “Your Account” section located in the menu at the top of our website. Then click on “Create an Account” and fill in the obligatory information marked with an asterisk.

You will be sent a confirmation email to the address provided when creating your account. If you require assistance or further information, please contact our Customer Service.

What are the advantages of creating an account?

Creating an account on whb2.co.uk enables you to be identified quickly by W=Hb2 when you make online purchases.

You can also:
– consult your order history
– track the status of your orders
– update your contact information

For your security, whb2.co.uk does not save your credit card information and will not under any circumstances share your personal data with any third parties.

Can I make changes or cancel my account on whb2.co.uk?

You can modify the information on your W=Hb2 account by clicking on “My account”. Enter your email address and password, once you are logged in, click on “Account Details” and “Addresses” to change information.

If you want to delete your account, please contact our Customer Service.

Your order
How can I place an online order?

To place an order, add a product to your basket by clicking “Buy Now” on the product page. Please also select the quantity you want to order, if required. Once you have selected your items, complete your order by clicking on “My basket” and then “Complete Order”.

You can then modify or validate your basket and select your delivery method before making your payment.

You will be asked to complete your delivery and billing address by selecting one of the following three options:

– log on to your W=Hb2 account if you already have one
– create a W=Hb2 account if you are ordering for the first time on whb2.co.uk
– continue as a guest; this option enables you to place an order without creating an account, but your order history will not be saved.

Select your method of payment and fill in the information to complete your order.

Within a few minutes, you will receive an email confirming your order. When your order is shipped, you will receive a second email with a tracking number so that you can track delivery of your package.

For further information, do not hesitate to contact our Customer Service.

How can I get help with placing my order?

Our advisers are available to help you with your order. You can contact our Customer Service email at: customerservice@whb2.co.uk.

Can I cancel or change my order?

If you wish to change or cancel your order prior to dispatch please email our Customer Services Team on customerservice@whb2.co.uk with your order number as soon as possible, to discuss what

practical options are available to you. Please note as we generally process orders very quickly and dispatch orders the same day if orders placed before 12:00 GMT. Therefore, it may not be possible to prevent your order from being dispatched. In this instance, you may still be able to cancel your order once received in accordance with your “cooling off” rights. Please see our “Returns and exchanges” FAQ.

How can I access my order history?

If you have created a W=Hb2 customer account, you can view your order history. Log in to your account and click on “Orders”.

If you have placed an order as a guest, please contact our Customer Service to get this information.

How is my order prepared?

After you have validated your order, it will be prepared within 24 hours.

To provide you with a unique experience, we pay particular attention to the preparation of your order.

Each order is prepared in a W=Hb2 workshop, and individually packaged in its presentation case. The presentation case is then inserted into a box that will protect it.

A return voucher will be included with your order.

How can I get a receipt for my online purchase?

For all orders placed on our whb.co.uk website, you will receive an order confirmation and receipt by email. Should you wish to obtain a duplicate receipt, please contact our Customer Service.

Do you accept international orders?

Yes. For shipping destinies outside the United Kingdom, please choose COUNTRY under menu and select “Rest of World” to be re-directed to our global site whb2.com or directly visit whb2.com.

I would like to give a W=Hb2 gift
Will my order be sent in a gift-wrapped package?

To provide you with a unique experience, we pay particular attention to the preparation of your order.

Each order is prepared in a W=Hb2 workshop, and individually packaged in its presentation case. The presentation case is then inserted into a box that will protect it.

Your payment
What payment options are accepted on the whb2.co.uk

Payment for purchases on whb2.co.uk can be made using a debit, Visa, MasterCard, American Express bank card or credit card, PayPal, or by online bank transfer, by contacting our Customer Service.

You can also refer to our general terms and conditions of sale.

Is an online purchase on whb2.co.uk secure?

At whb2.co.uk, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date.

SSL technology enables encryption of sensitive information, including passwords and credit card numbers, during your online transactions. You can be assured that your order will be placed safely and securely.

In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:
AOL 5.0 and higher
Internet Explorer 5.0 and higher
Mozilla Firefox
Netscape 6.0 (Windows only)
Safari

When will my payment be debited from my payment?

Your bank account will be debited as soon as your order is confirmed. You will then receive an email from us confirming the shipment and its tracking number.

Your delivery
Has my order been sent?

We dispatch orders the same day if orders placed before 12:00 GMT.

A shipping confirmation email will be sent once your order has been dispatched.

If you have any enquires, please contact our Customer Service, where our advisers will be pleased to inform you of the progress of your order.

How quickly you process the orders?

Most orders are processed within 24 hours of receipt (processing time does not include weekends or public holidays). All orders processed after 12.00 GMT will be processed the following business day and shipped out that day, based on product availability. Orders placed on Saturday, Sunday, or England and Wales public holidays will be processed on the following business day.

All orders are subject to bank authorisation prior to processing and only purchases that are authorised and approved will be shipped.

How can I track the delivery of my order?

When your order is shipped, you will receive a second email with a tracking number so that you can track delivery of your package.

DPD generally provides one-hour window of delivery notice and you are able to change delivery instruction with DPD directly.

Is delivery time guaranteed?

Delivery times cannot be guaranteed. Please be advised that for security purposes, all package deliveries will require a signature. If a signature waiver is provided, whb2.co.uk cannot accept responsibility for the theft or loss of items once delivered.

Is a signature required for delivery?

Yes. It is standard practice for commercial carriers to require a signature on delivery. If there is nobody there to take delivery the carrier will likely leave a card and attempt to re-deliver the following day. You can also call the number on the card where you can organise another delivery, or if you prefer to collect from the local depot. Ultimately it is down to the drivers discretion whether to leave the consignment and so we cannot accept responsibility for late or failed deliveries if there is no one available to accept the order when the delivery is made.

What time will my order arrive?

Deliveries are made between 8am and 8pm during weekdays. DPD will provide one-hour delivery window.

Can you deliver to a hotel or another address besides my home?

Yes. If you’re shipping to a hotel, please put the hotel name in the company field and the reservation guest as the attention. Please make sure the hotel concierge is expecting your delivery.

Do you ship to P.O. boxes?

No. At this time, we are unable to ship to P.O. Boxes. Please enter a valid residence, company or hotel address for a successful delivery.

I placed an order but I have not received my package. What can I do?

Please track the progress of your delivery using the tracking number provided in the shipping confirmation email with DPD or Yodel.

If you do not receive your package within the normal transit period, please contact DPD or Yodel.
Alternatively, please email us at customerservice@whb2.co.uk.

Returns and exchanges procedure
Can I return a product that was ordered online for exchange or reimbursement?

If you qualify for legal “cooling off” rights, you can return any order to us within 14 days of receiving it and get a refund. The details of how this works are set out in the “cooling off” section of our sale terms and conditions.

Or, separately from your “cooling off” rights, you can exchange your order within 14 days of receipt. When returning a product for exchange, replace the unused item(s) in the original packaging, along with any accompanying accessories and documents and the delivery slip. We advise you to take all necessary precautions to ensure that your product is protected. Any item that is returned damaged, used, incomplete or soiled will not be exchanged.

How may I return my order?

You can now return your parcel for free by using Collect+. For details please visit Returns Information.

What do I need to do if my product is damaged or if it is not the product I ordered?

If one of your products is damaged or the items delivered do not correspond to your order, please contact our Customer Service.

W=Hb2 commitments
Does your company tests on animals?

We do not conduct animal testing on our products or ingredients, nor ask others to test on our behalf, except when required by law.

W=Hb2 is committed to the elimination of animal testing. We are equally committed to consumer health and safety, and bringing to market products that comply with applicable regulations in every country in which our products are sold.

How does W=Hb2 conduct product safety testing?

Consumer safety has always been top priority at Origin WHB Ltd. Therefore, our product safety testing requires collaboration of experts across several sciences, including toxicology, microbiology, environmental chemistry, manufacturing, and engineering. To ensure the safety of all products brought to market by Origin WHB Ltd, formulations and their packaging must meet the high Company standards for ingredient preservation and stability, product efficacy, and package compatibility.

Where are W=Hb2 products manufactured?

When the W=Hb2 creates its products, it pays great attention to ensuring that their manufacture complies with the legislation in effect in the United Kingdom and in Europe. W=Hb2 is committed to manufacturing its products in countries that have the best expertise for the product in question.

W=Hb2 and you
Can I get a job at W=Hb2?

We are always interested in bright, energetic individuals to represent W=Hb2. If you are interested in applying for a position with W=Hb2, please email us at enquiries@whb2.co.uk.

Can I partner with W=Hb2?

Professionals who would like to partner with W=Hb2 are invited to send us a letter outlining their proposal, as well as a presentation of themselves and their company to enquiries@whb2.co.uk

I would like to become a W=Hb2 dealer

Professionals who want to sell the skincare collections for W=Hb2 in their boutiques are invited to send us a letter outlining their proposal, as well as a presentation of their company or the product in question to enquiries@whb2.co.uk.

I would like to become a W=Hb2 supplier

Professionals who would like to become W=Hb2 suppliers are invited to send us a letter outlining their proposal, as well as a presentation of their company or the product in question to enquiries@whb2.co.uk.

How can I find out more about W=Hb2?

For all information about W=Hb2, please Subscribe to the Newsletter to be one of the first to hear about new products, events and news from the House of W=Hb2. You can also follow all the W=Hb2 news on the social networks. Also, do not hesitate to contact W=Hb2 Customer Service.

Your customer service
How can I contact W=Hb2?

Our W=Hb2 ambassadors in Customer Relations will be delighted to give you personalised advice and to answer your questions by email at customerservice@whb2.co.uk.

We also invite you to refer to our contact page to obtain all our contact information.

What address should I use to write to W=Hb2?

You can also write to us at this address:

Origin WHB Ltd
29th Floor, One Canada Square
Canary Wharf
London E14 5DY
United Kingdom

We also invite you to refer to our contact page to obtain all our contact information.

What should I do if I have a complaint?

Please visit the Contact Us section if you have a complaint, or e-mail customerservice@whb2.co.uk.

Alternatively, the European Commission provides a platform for Online Dispute Resolution (ODR) for consumers, which can be accessed at: http://ec.europa.eu/consumers/odr/.