GENERAL

COVID-19

Latest on Coronavirus and Service Updates

To adhere to the recommended social distancing we are working with reduced capacity in our warehouse as keeping our staff safe is our priority. Please check the main Help page for our latest dispatch times.

At Wake the health, safety and well being of our customers and staff are our utmost priorities during this unprecedented time for everyone.

·  We are following all of the UK Government and the World Health Organisation guidelines to support all of our teams. 

·  All our staff who can work from home are currently doing so and our warehouse team are complying with the recommended ‘social distancing’ advice from the UK Government & WHO as well as increased precautions to our rigorous cleaning procedures.

·  According to WHO the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low. 

To comply with UK Government and WHO advice on social distancing, we have limited the number of staff in our warehouse. We've recently seen a massive increase in the demand for our products but we are consciously restricting the number staff to ensure we maintain the high levels of safety and protection we have for our staff. Don't worry we are working hard to get all orders dispatched as quickly as possible. Please keep checking your tracking for updates.

To help protect you from the spread of the virus, Hermes are advising you update your driver with a preferred safe location for your deliveries. You can do this either via the Hermes app or using the track and divert links in the notification that are sent to you.

Click here for more information from Hermes.

WHERE ARE THE WAKE PRODUCTS MADE?

Wake is a British based company and all components are sourced from the UK.

DELIVERY AND SHIPPING

CHRISTMAS FINAL POSTING DATES

Christmas Final Posting Dates

Make sure you're all set for Christmas: get your hauls in before these dates to receive it in time for Christmas Day!

Tracked: 21/12/20

Next Day: 23/12/20

WHAT IS WAKE'S SHIPPING POLICY?

We offer worldwide shipping. To quality for free postage, a minimum order of £25 is required for UK customers and £50 for USA Customers.

Please click here to see shipping timeframes & prices 

*We currently are not shipping to Afghanistan, Brazil, Guatemala, Indonesia, Iran, North Korea, Mexico, South Africa, Portugal, South Africa, Syria & Yemen due to unreliable postal services 

Please Note: All orders placed to Oman, Qatar, UAE and Saudi Arabia need to include a PO Box as a part of their address. This is a requirement for the local postal service.

ORDERS

HOW CAN I CHANGE OR CANCEL MY ORDER?

If you need to cancel or make any changes to your order such as shipping address and items ordered, please fill out our contact form on the right of our Help & FAQ page within 2 hours of making your purchase. The subject line must read 'CHANGE OF ORDER' or 'CANCEL ORDER' for the request to be processed.

Please read our Returns & Refunds policy before proceeding.

I DIDN’T RECEIVE A CONFIRMATION EMAIL

Please make sure you check all folders in your inbox including the junk and spam folders. If you still cannot find your confirmation email, please fill out the contact form on the right providing your order number and delivery details to ensure you provided the correct email during checkout and our support team will assist you in resolving the issue.

AM I ABLE TO PICK UP MY ORDER OR DROP OFF A RETURN?

Orders purchased online cannot be picked up in store as these purchases are sent directly to our fulfilment company. All returns are to be addressed with our online Customer Service team. Please use our Contact Us form on the right if you have any other questions.

WHAT IF I MADE A MISTAKE WITH MY SHIPPING ADDRESS?

If you have made a mistake in your shipping address, please send an email via our Contact Us form on the right within 2 hours of placing your order. You must make the subject line 'CHANGE OF ADDRESS' and provide your full name, order number and corrected shipping address.

MY ORDER STATUS IS 'UNFULFILLED’, WHAT DOES THAT MEAN?

If your order status is shown as unfulfilled this simply means your order has not yet been dispatched, but the payment has been successful. Once your order has been dispatched you will receive an email to confirm your order has been fulfilled and another email providing you with a tracking number.

I'VE RECEIVED AN INCORRECT ITEM

We apologise if there has been an error with your order and you have received an incorrect item.

Please report any instances of wrong items to our customer service team by completing the Contact Us form.

If you have already contacted us via this method, you will have received a reply to your inbox confirming your request has been received. Please reply to this email with the following:

Please specify the item(s) you should have received and the item(s) you have received in its place.

Attach images of the wrong item(s) as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

MY ITEM IS DAMAGED. WHAT SHOULD I DO?

We endeavour to package items as securely as possible.

Please report any damages within a reasonable timescale to our customer service team by completing the Contact Us form.

Please specify the item(s) affected and the damage that has occurred.

Attach images of the damaged item(s) as this will help our customer service team resolve this for you without delay. If your parcel contains broken glass, please do not handle the goods for your own safety.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

MY ITEM IS FAULTY

Please report any faults with your item(s) within a reasonable timescale to our customer service team by completing the Contact Us form.

Please specify the item(s) affected and the fault with the item.

Attach a video or image of the faulty item(s), if applicable, as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

WE HAVE CANCELLED YOUR ORDER

If you have received an email advising that your order has been cancelled it could be for one of the following reasons:

The order has failed security checks. We perform security checks on every order that is placed with us. If an order does not meet the criteria required for an order to be deemed as genuine then it will be cancelled. To make sure your order passes our security checks, please ensure the correct billing information is provided at checkout, this includes:

Billing address that is registered to the card being used

Verified by Visa- Correct password is entered

SecureCode by Mastercard- Correct pin code is entered

PayPal email address matches the information provided

The order is deemed as retail. Products purchased from Wake are not for re-sale or distribution. Wake can, at its sole discretion, restrict ordering to a maximum of 5 pieces of any individual products and reserve the right to cancel any orders which are suspected as being purchased for re-sale or distribution.

The system has detected a duplicate order. If a duplicate order comes through within a short space of time of the first order being placed, this may be cancelled. 

The order is being delivered to a freight forwarding address. We cannot accept orders being delivered to a freight forwarding business for parcel insurance reasons.

RETURNS

WHAT IS WAKE'S RETURN & REFUND POLICY?

Please click here to see our Return & Refund policy

Please email support@wakeskincare.com if you have any questions related to our policies.

PAYMENTS

Which payment methods are available?

Wake will accept payment by the following credit and debit cards:

Visa, Visa Debit, Delta, MasterCard, Maestro, Switch, American Express, Visa Electron & Apple Pay.

All charges will be made in the currency clearly displayed in the summary section at checkout and on the order confirmation email.

If you have any questions or queries, please contact our Customer Service team using the contact form before placing an order.

Klarna

Why should I use Klarna?

You have 30 days to pay

No fees or interest if you pay within 30 days

You must be 18. Subject to financial circumstances.

No account sign-up required

No credit application

Receive your Wake Order first, pay later

Klarna will email payment instructions to you

Select “Pay later with Klarna” at the checkout

Who are Klarna?

We have partnered with Klarna who are a Swedish payment service provider. Klarna take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 75,000 e-stores and are very safe to use. Klarna is one of Europe´s a leading alternative payment provider.

Is Klarna available in my country?

Klarna is currently available in the following countries:

UK

Germany

Denmark

Finland

Sweden

Netherlands

Austria

Norway

USA

 

Spread the cost of your haul over 3 Instalments

You can spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed and instalments 2 and 3 are scheduled 30 and 60 days later. Minimum order value £75. Available in UK only.

Spread the cost of your haul over 4 Instalments

You can spread the cost of your purchase over 4 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed and instalments 2, 3 and 4 are scheduled 14, 28 and 42 days later. Minimum order value $100. Available in USA only.

How does Klarna work?

When you select “Pay later with Klarna” at the checkout, you can one click purchase without adding any payment details. Once your order is confirmed, you will receive an email from Klarna with payment instructions to let you know when and how you will need to pay. We’ll send your order to you as normal. You will have 30 days to complete the payment online, at your convenience with no extra cost. You can pay via debit card or bank transfer.

 

What do I need to provide when placing a Klarna order?

If you want to make a purchase with Klarna you need to provide your mobile phone number and your e-mail address. Your mobile number is required in case Klarna need to reach you. All statements will be sent to your email address. It's very important that you provide the correct details, otherwise, you will not receive the payment information and will be liable for late payment fees.

Am I eligible?

To use Klarna you must be 18 and have a reasonable credit history.

 To give Klarna the best chance of identifying you:

Ensure your billing address is accurate and up to date.

This should be where your utility bills, financial accounts, and vote are registered.

Use your full name.

Getting items shipped to your billing address will increase your chance of acceptance.

Customers who are bankrupt and/or IVA are unlikely to be accepted.

Will they do a credit check on me?

Neither Klarna or Wake will run credit searches against you that could impact your credit rating. Klarna may run their own enquiries but this will not affect your credit score.

Can I deliver to an address other than my billing address? 

Yes. When selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address. However, please note that Klarna is not available for our Click and Collect delivery service. Once an order has been placed, no amendment can be made to the order or the delivery address.

I’m having trouble placing an order with Klarna, what can I do?

Klarna may have rejected your application to pay on account due to one of the following reasons:

 

Klarna may not have been able to check your details using the billing address you provided. You'll need to make sure that your billing address is the same address that your bank/credit cards are registered to.

If you haven't used Klarna before and you're shipping to a different address to your billing address, the payment may be declined.

You may have missed a required field at the checkout, such as filling in your Date of Birth.

You may have outstanding payments on previous Klarna invoices.

You may want to place an order for a smaller amount.

Please note that Klarna are an independent payment company and Wake have no influence over whether your payment with Klarna is accepted or not. If you have any trouble with your order, please contact Klarna Customer Service

Don’t forget you can still use Debit/Credit cards, PayPal and ApplePay if you are unable to use Klarna.

I have been asked to go to Klarna’s site. Is this correct?

Yes. In your email from Klarna you will be provided with further details on how to pay and a link to Klarna’s payment site where you can settle your statement with debit card or bank transfer.

Clearpay

What is Clearpay?

Clearpay is a service that gives our customers the ability to make purchases now while paying later. Payments are made in four parts every two weeks without any interest.

How do I use Clearpay?

Just shop Wake and checkout as usual. At checkout, choose Clearpay as your payment method. You will be directed to the Clearpay website to register and provide payment details (Visa or Mastercard). If you’ve used Clearpay before, just log in to your Clearpay account. Then complete your order – it’s that easy!

Can I use Clearpay if I'm an international customer?

Clearpay is only available to customers with a UK billing address. Customers with international billing addresses will not be able to create a Clearpay account.


How does the Clearpay payment schedule work?

All Clearpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in instalments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Clearpay to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

What if I can't pay a Clearpay instalment?

If funds are not available at the time the automatic payment is due, you will be charged a £6 late payment fee by Clearpay. An additional £6 fee will be charged if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order.
Please see Clearpay Terms of Use here.

Where can I find out more about Clearpay?

Visit the Clearpay website here for a comprehensive list of FAQs and check out Clearpay’s Privacy Policy found here.

If you have a question about your Clearpay account, please contact the free Clearpay customer support line at 44 808 164 9707 or use the contact form found here.

OTHER

ARE WAKE SKINCARE PRODUCTS TESTED ON ANIMALS?

We do not test our products on animals. We are hopeful that in the future alternative testing will be adopted worldwide and animal testing will be eliminated completely.

HOW DO I STORE MY WAKE PRODUCTS?

Our products are sensitive to heat and light. Please store in a cool dry place out of direct sunlight.

I HAVE HAD A BAD REACTION

If any redness or itching occurs, please do not continue use. If the redness or itching persists for more than 48 hours contact your doctor.

Track your order

Tracking Number

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Snail Mail

Wake

14 Lower Brunswick Street,

Leeds,

LS2 7PU

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