Shipping & Returns

Water connects us across borders. We want the journey from our store to your door to be clear, fair and transparent. This policy explains how Will of Water handles shipping, delivery, cancellations, returns and refunds.

1. Order processing

Orders are processed after payment has been successfully authorised. Processing times vary by product, availability and fulfilment location. Estimated delivery information shown at checkout or on a product page is an estimate unless we expressly agree to a guaranteed delivery date.

2. Shipping destinations and costs

Available shipping destinations, methods and charges are shown during checkout where supported. Shipping costs may depend on destination, product size or weight, order value and fulfilment location.

Some products may be dispatched from different fulfilment locations and an order may therefore arrive in more than one parcel.

3. Customs, VAT and import charges

For cross-border orders, customs duties, import VAT, handling charges or other governmental fees may apply. Whether these amounts are collected at checkout or payable by the recipient depends on the destination and shipping arrangement. Where charges are not expressly included in the checkout price, the customer may be responsible for them. We recommend reviewing the information presented at checkout before placing an international order.

4. Delivery and risk

Please provide a complete and accurate delivery address. If a parcel cannot be delivered because information supplied by the customer is incorrect or incomplete, additional delivery costs may apply where permitted by law.

For consumer purchases, mandatory legal rules concerning transfer of risk remain unaffected. Where applicable EU/EEA consumer law governs the transaction, risk generally remains with the trader until the consumer, or a person designated by the consumer other than the carrier, receives the goods, subject to the statutory exceptions.

5. Delays and lost parcels

If an order is materially delayed, appears lost, or arrives incomplete, please contact us at hello@willofwater.com with your order details. We will work with the carrier and fulfilment partner to investigate. Nothing in this policy limits mandatory rights relating to non-delivery.

6. Damaged, defective or incorrect products

Please inspect your order after delivery. If an item arrives damaged, defective or different from what you ordered, contact us promptly and include your order number, a description of the issue and, where useful, photographs. We will assess the case and provide the remedy required under applicable law, which may include repair, replacement, price reduction, cancellation or refund depending on the circumstances and jurisdiction.

7. Voluntary returns for Swiss customers

Swiss law does not generally provide an automatic statutory cooling-off period for ordinary online purchases. To provide a fair and consistent customer experience, Will of Water voluntarily accepts eligible unused products for return when you notify us within 14 days after delivery, subject to the conditions and exclusions below. This voluntary policy does not reduce any mandatory warranty or defect rights you may have.

8. EU/EEA consumer right of withdrawal

If you are a consumer and mandatory EU/EEA distance-selling rules apply to your purchase, you generally have the right to withdraw from the contract within 14 days without giving a reason. The withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods. Special rules can apply to multiple goods or deliveries.

To exercise the right of withdrawal, send us a clear statement of your decision before the deadline at hello@willofwater.com. You may use the model form below, but it is not mandatory.

Model withdrawal form

To: Will Of Water GmbH, Max Hogger 6, 8048 Zürich, Switzerland; email: hello@willofwater.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: [goods]. Ordered on/received on: [date]. Name: [name]. Address: [address]. Date: [date].

9. Return conditions

Unless the product is defective or mandatory law provides otherwise, returned goods should be complete and handled only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond what is necessary for that assessment.

For hygiene, health-protection, custom-made or personalised goods, sealed goods that are not suitable for return once unsealed, rapidly deteriorating goods, digital content, services already fully performed, or other categories recognised by applicable law, withdrawal or voluntary return rights may be excluded or limited where legally permitted. Any product-specific exclusion should also be communicated before purchase where required.

10. Return shipping

Do not send a return until you have contacted us and received return instructions, because products may need to be returned to different fulfilment locations. For voluntary Swiss returns and EU/EEA change-of-mind withdrawals, the customer bears the direct cost of returning the goods unless we state otherwise or mandatory law requires us to bear it. If the product is defective, incorrect or damaged and we are responsible, we will provide an appropriate return solution as required by law.

11. Refunds

Once an eligible return has been received and assessed, we will process the applicable refund using the original payment method unless another method is agreed or legally permitted. For an EU/EEA statutory withdrawal, where applicable, we will reimburse payments received from you, including the cost of our least expensive standard delivery option, within the period required by law. We may withhold reimbursement until we have received the goods back or you provide evidence of having returned them, whichever occurs first, where the law permits.

Additional delivery costs resulting from your choice of a delivery method more expensive than our standard option are generally not refundable under EU withdrawal rules.

12. Cancellations before dispatch

If you need to cancel an order before dispatch, contact us as soon as possible. We will try to stop fulfilment, but cannot guarantee cancellation once processing or shipment has begun. Mandatory consumer rights remain unaffected.

13. Contact

For shipping, return or refund support, contact hello@willofwater.com.

Last updated: 8 August 2026.