Frequently Asked Questions

Registration and identification

Do I have to register?

Yes, except for payments in full, when it is not necessary to register and you can complete the purchase as a guest.

Why do I provide my data?

By providing your data you enable us to offer you the best financial benefits and payment options in a way that is customised exclusively for you. You can read the legal details here. You can delete your data at any time by sending a request by email to servicio.cliente@wivai.com.

How can I change my personal data?

You can change your personal data in your personal area..

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Purchases and shipment

How do I make a purchase?

To purchase an item with financing you need to be registered. If not, if you pay in full, this is not necessary and you can log in as a “guest”. Once you have logged in or registered, you can follow the purchase process and enter your delivery and invoicing details and choose the payment method. After you have paid, you will receive an email confirming your order.

How do I know if a product is in stock?

The quick view of each product shows whether the item is in stock or sold out. In the details on each product page you can find more information about delivery times or products that we offer as an alternative if the product you want is sold out.

How can I find a product?

At the top of the page you will see the search bar 🔍. You can use it to search for a product or a brand.

What warranty do the products have?

The products have a 3-year warranty. For more information about how to use a warranty, please use this link to the FAQ “I want to use my warranty”.

How can I find out what accessories the product comes with?

You can find all the information about accessories and gifts on the product page. You can also see the accessories that are included or that we add free of charge and those that can be added for a charge during your purchase.

General conditions of purchase

You can see the payment terms and conditions here.

How do I know if an order has been completed correctly?

Whenever you complete an order you will receive an email confirming the order. If you are a registered user, you can also see a summary of the completed order in your personal area, in the “My Orders” section.

Cards

Payment by card is available for all orders. This can be in payment in full.

TAX FREE

You can see the TAX FREE terms and conditions here.

Delivery times - mainland Spain and the Balearic Islands

Your order will be delivered by a courier service to the indicated address within a maximum period of 5 working days for most products.

The Canary Islands, Ceuta and Melilla.

Your order will be delivered by a courier service to the indicated address within a maximum period of 7 working days after payment for most products.

International shipments

At the moment we do not deliver outside Spain.

Installation and removal of domestic appliances

Installation is included in deliveries of large domestic appliances, mattresses and televisions (only 75” and Frame models). There is a collection service for old products in the case of large domestic appliances, which you can select when making your purchase. In the case of the installation of televisions, this consists of the set up (connection of the aerial, electrical connection and automatic tuning of channels).

What happens if I’m not at home when the delivery arrives?

In this case, the carrier will contact you to agree on a new delivery date.

Can I change my order?

Your order cannot be changed once it is made.

Terms and conditions of withdrawal or to return an order

You can see the terms and conditions of withdrawal here.

Exercising your right of withdrawal or to return an order

To exercise your right of withdrawal or to return an order, you can call: 93 102 82 63, 900 404 202 or send an email to: servicio.cliente@wivai.com

You have 14 calendar days from the date of receipt of your order.

What should I do if my order has arrived damaged in transit?

You can call: 93 102 82 63, 900 404 202 or send an email to: servicio.cliente@wivai.com

What should I do if I have received the wrong product?

You can call: 93 102 82 63, 900 404 202 or send an email to: servicio.cliente@wivai.com

Partial returns

Currently we only accept returns of full orders.

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Aftersales

Where can I see my invoice? When will it be available?

You can call: 93 102 82 63, 900 404 202 or send an email to: servicio.cliente@wivai.com