Frequently Asked Questions

General Questions

What is Well Mora?

Well Mora is an online store offering natural health supplements. You can find information about each product's ingredients, contents, and other specifications in its product description.

Where can I send a return?

Well Mora
Lindenweg 18
91320 Ebermannstadt
Germany

Please contact our customer service team to register your return so we can explain the process and match the parcel to your order. Returns are sent by post. Your statutory right of withdrawal remains unaffected.

How can I contact customer service?

Email: info@wellmora.shop
Phone: +49 9194 795460

Customer service hours: Monday to Friday, 09:00–17:00, Berlin local time (CET/CEST).

Our customer service team is closed on Saturdays, Sundays, and public holidays.

You can email us at any time or use our contact form: https://wellmora.shop/pages/contact

We respond to enquiries during the service hours stated above; we do not offer 24-hour staffed customer support.

Orders

How do I place an order?

Choose your desired product and check the quantity, product option, and price of the selected variant. Review these details in your cart before completing checkout. You will receive an order confirmation by email after placing your order.

If any product information or selection option is missing or unclear, please contact us before purchasing. Do not order based on assumptions about a product option.

Can I change or cancel my order?

Please contact us as quickly as possible at info@wellmora.shop. Changes or cancellations may be possible if your order has not yet been processed or dispatched. We will review your request and confirm whether it can still be accommodated.

We cannot stop orders that have already been dispatched. Your statutory right of withdrawal and our 30-day return policy remain unaffected.

Can I change my delivery address?

Contact us immediately with your order number and corrected address. If your order has not yet been dispatched, we will check whether the address can be changed. Once the order has been handed over to the carrier, we cannot guarantee an address change.

I haven't received an order confirmation. What should I do?

Please check your spam folder first. If you still cannot find the confirmation, contact customer service with the name and email address used when placing the order.

Payment

What payment methods do you accept?

You can pay using PayPal and supported credit and debit cards, including Visa, Mastercard, and American Express.

Any other available payment methods are shown directly at checkout. Available options may depend on your device and payment provider.

What currency will I pay in?

Our prices and payments are in euros (€).

When will I be charged?

Your payment is authorised or processed during checkout. The exact time you are charged depends on the payment method and provider you choose.

Is my payment secure?

Payment information is transmitted to our payment providers over encrypted connections. Only enter your payment details during the designated secure checkout process. Do not send us complete card details or PayPal login credentials by email.

Shipping and Delivery

Which countries does Well Mora ship to?

We currently ship within Germany only.

How much does shipping cost?

Standard shipping within Germany is free for all orders.

How long does delivery take?

Estimated delivery time consists of:

Processing: 1–3 business days.
Transit after dispatch: 4–9 business days.
Total estimated delivery time: 5–12 business days.

For our delivery estimates, business days are Monday to Friday, excluding public holidays.

The 4–9 business days for transit are in addition to processing time; they are not the full delivery period from the order date.

These are estimates. If you have any questions about a delay, contact us with your order number.

Is there a daily order cut-off time?

Yes. The order cut-off time for the start of the processing period is 17:00 Berlin local time (CET/CEST), Monday to Friday.

For orders placed after 17:00, on weekends, or on public holidays, the processing period begins on the next business day.

This does not mean that orders placed before 17:00 will be dispatched on the same day; processing takes 1–3 business days.

Will I receive tracking information?

After your order is dispatched, you will receive a shipping confirmation by email. If a tracking number is available, we will provide it as well.

The first tracking updates may take some time to appear. You can also check your shipment status on our Track Your Order page:

https://wellmora.shop/apps/track123

What should I do if my delivery is late?

If the estimated delivery period has passed, contact us with your order number. We will check the shipping status and discuss the next steps with you.

What happens if my parcel is lost?

Please inform customer service. We will investigate with the shipping provider and discuss a replacement or refund in accordance with your statutory rights.

Returns, Exchanges and Refunds

Can I return an item?

Yes. We accept returns for both non-defective items, such as items you no longer want, and damaged, defective or incorrectly delivered items.

For our voluntary return policy, please request your return within 30 calendar days of receiving the goods.

Your statutory withdrawal and consumer rights remain unaffected.

What condition must returned items be in?

Under our voluntary return policy, an item must be in a clean and proper condition, without excessive signs of use. It must not be damaged or altered. All labels and original packaging, where provided, must be included.

Please register your return within 30 calendar days of receiving the goods.

If the return conditions are not met, the return may be refused or the refund amount adjusted in accordance with our Return and Refund Policy.

These conditions do not limit your statutory rights relating to withdrawal or defective goods. Any legally permitted exceptions are explained in our Return and Refund Policy.

Who pays for return shipping?

Return shipping costs are generally paid by the customer.

Please package the goods properly and contact customer service before sending them so we can provide the necessary return instructions.

If you have received damaged, defective, or incorrect goods, please also contact us before returning them.

We will review the issue and explain the next steps. Your statutory rights, including any applicable right to have return shipping costs covered, remain unaffected.

Does Well Mora charge a restocking fee?

No. We do not charge a restocking fee.

This is separate from any legally permitted deduction for loss of value caused by handling beyond what is necessary.

How do I request a return?

Email info@wellmora.shop or call +49 9194 795460.

Please provide your order number and the products you wish to return.

A reason for returning helps us process your request; no reason is required to exercise your statutory right of withdrawal.

Returns are sent by post to:

Well Mora
Lindenweg 18
91320 Ebermannstadt
Germany

Keep your proof of postage. We recommend using a tracked service.

Can I exchange an item?

Yes, we accept exchange requests within 30 calendar days of receiving the goods.

Exchanges are subject to availability.

For a standard exchange, the customer is responsible for return shipping costs.

If the requested replacement is unavailable, you can request a refund instead.

How long does a refund take?

Once your returned parcel arrives, we check whether the return conditions have been met and email you with an update on its status.

Refunds are processed within up to 10 calendar days after your return has been inspected and approved.

Refunds are generally issued to the original payment method.

Depending on your bank or payment provider, it may take additional time for the credit to appear in your account.

Statutory refund deadlines remain unaffected.

What should I do if an item arrives damaged, defective, or incorrect?

Photos of the item and, where relevant, its packaging can help us investigate.

We will discuss an appropriate solution and any necessary return. Your statutory consumer rights remain in place.

Products and Privacy

Where can I find product information?

Please read the information on each supplement's product page, including ingredients, quantity, and any product-specific instructions or warnings provided.

Check the selected product and quantity shown in your cart.

If any product details or selection options are missing or unclear, please contact us before ordering.

Can product colours look different on my screen?

Yes. Screen settings and lighting conditions may cause slight differences in product or packaging colours.

Are all products available?

Availability depends on the specific product and selected option.

If an item you have ordered unexpectedly becomes unavailable, we will notify you and refund any payments already made for that item.

How is my personal data processed?

We process personal data primarily to manage your orders, deliveries, and customer service enquiries.

For details about processing, recipients, and your rights, please read our Privacy Policy:

https://wellmora.shop/policies/privacy-policy

My question wasn't answered. Who can I contact?

Our customer service team will be happy to help:

Email: info@wellmora.shop
Phone: +49 9194 795460
Customer service hours: Monday to Friday, 09:00–17:00, Berlin local time (CET/CEST), excluding public holidays.