FAQs

How can I contact Derwa?
You can email us at derwa.wellness@gmail.com — our support team will be happy to help you with whatever you need!

Do you ship worldwide?
Yes, we ship to most countries worldwide.

Where do you ship from?
We work with trusted fulfilment partners in Asia to ensure your order arrives as quickly as possible.

Can I change or cancel my order?
We process orders quickly, so you must request any changes or cancellations within 12 hours of placing your order. After this time, changes/cancellations can’t be guaranteed but you can return your order once it arrives for a full refund.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) as well as PayPal.

When will my order be processed?
Orders are processed between Monday and Friday. Your order will usually be handled within 1–3 business days of purchase and shipped the next day after processing. Please note we don’t process or ship orders on weekends or holidays.

How long will it take to receive my order?
Shipping times vary by country, but most orders arrive within 7–15 business days. During busy periods (holidays, sales), delivery may take a little longer.

What if I don’t receive my order?
If you don’t receive your order within 30 days of shipping, you’re eligible for a full refund.

Will I be charged with customs and taxes?
Our prices are tax-free. Depending on your country, local customs may apply additional charges once your order arrives. These fees are determined by your local customs office and are the responsibility of the customer.

How do I return an item?
Please contact us at derwa.wellness@gmail.com for return instructions.

What if the item I receive is defective, incorrect, or damaged?
If you receive merchandise that is incorrect, missing, or defective, please contact us immediately. Include your order number, photos of the item(s), and any details. We’ll work to resolve your case as quickly as possible.

When will I receive my refund?
Refunds are issued back to your original payment method. If you paid by credit or debit card, refunds are typically processed by your bank within 7–10 business days after we confirm your return. For PayPal, refunds usually show much faster. If you don’t see your refund, please check with your bank or PayPal directly, as posting times can vary.