faqs
1. Contact us
1.1 Email
You can email us by completing the contact form. We will respond to your email as soon as possible from Monday to Friday, from 9.00 am to 5.00 pm (GMT), excluding holidays.
2. Online purchase
2.1 How to shop on peterwu.com
To freely consult our catalogue, select a category from the navigation menu.
To see all the details of an article, click on the picture to open the product page, where you will find more images and details about that item.
When you have made your choice, select your size from the product page and click on "add to cart".
To proceed with your order, click on the cart in the upper right corner of the screen, and then on "checkout".
If you have any doubts or questions, you can contact us via e-mail by completing the contact form. We are at your disposal from Monday to Friday, from 9.00 am to 5.00 pm (GMT), excluding holidays.
2.2 How to place an order
Orders can be placed directly on peterwu.com
Our customer service is available from Monday to Friday, 9.00 am to 5.00 pm (GMT), excluding holidays.
If you wish to cancel or modify your order, please contact us within a few minutes of placing the order via e-mail by completing the form you will find in the Contact us section.
Once your order starts being processed, we will no longer be able to cancel or modify it.
2.4 My Order has been declined
If the system has declined your order, please contact your bank and then, if necessary, inform our customer service.
2.5 Pre-order
Pre-ordering is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated on the product page for each pre-order item.
- For orders that contain pre-order items only but have different delivery dates the products will be shipped together on the latest estimated delivery date.
You will receive a confirmation e-mail as soon as your package has shipped.
If you are looking for a product that is not available in our online store, you can contact us via e-mail by completing the form you will find in the Contact us section to receive more information.
Our customer service is available from Monday to Friday, 9.00 am to 5.00 pm (GMT), excluding holidays.
A receipt is issued for each order; the document will be sent as an attachment to the shipment confirmation e-mail.
Please note: once your order has been confirmed, it is not possible to change the invoicing details or issue a new receipt that is different from the one already issued.
3. Account and registration
- receive special promotions
- save various billing and shipping addresses to speed up the ordering process
- save credit card details to speed up the payment process
- easily access your details and order history.
3.2 Changing your account details
You can update your account details at any time by going to account and accessing the account details section. You can change all details except for the country you are registered in.
Click "save" to save all changes.
If you have forgotten your password, you will find a reset password link in all the areas in which your data is requested.
Enter the e-mail address that you used to register to receive the required information via e-mail within a few minutes.
3.3 How to create an account
To create an account, simply indicate your name, e-mail address and a password.
You can register right after a purchase by simply inserting a password. The data that you entered at the check out will then be saved to your account.
We guarantee greater transparency and protection of your personal data in accordance with the European regulation on the protection of personal data (GDPR), applicable as of May 25th, 2018.
For detailed information regarding your rights, please refer to the related articles and our privacy policy, or contact us at customercare@peterwu.fr
We accept the following payment methods: Apple Pay, Visa, Mastercard, Visa Electron, PayPal, Maestro, American Express, JCB
peterwu.com offers a fast purchase service, which allows you to save your credit card details for future purchases.
Payment data is collected through the most advanced technological coding system (SSL) and our store uses a secure Trustwave and GeoTrust certified server to guarantee maximum protection.
4.2 Refunds
Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail. The refund will be requested on the same day of acceptance. The amount will be refunded through our payment gateway upon receiving the return confirmation e-mail and will take up to 7 working days to process. The time it takes to restore the credit back to your account depends on the credit card issuer.
5. Shipping and returns
International: EMS Express shipping, delivery date subject to international shipping standards.
You will receive a tracking number as soon as your parcel has shipped.
Deliveries will occur during business hours from Monday to Friday, holidays excluded.
If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it again two more times.
All orders are processed automatically and associated to the selected shipping method.
If you wish to receive more information on your shipment, you can contact us via e-mail by completing the contact form. We are at your disposal from Monday to Friday, from 9.00 am to 5.00 pm (GMT), excluding holidays.
At the moment it is not possible to deliver an order to more than one address.
5.3 Signature on delivery
For security reasons, all purchases made on peterwu.com will require the signature of the customer, or a delegated person over the age of 18, at the time of delivery.
If the parcel is not delivered on the first attempt, the courier will attempt to deliver it again two more times. If all three attempts fail, the parcel will be shipped back to our warehouse.
The courier may ask the person who collects the package to present a valid identity document.
5.4 How to track your shipment
You can track the shipment of your order via the tracking number provided by the courier.
5.5 Returns and exchanges
You can return, exchange, or request a refund for any item ordered on peterwu.com within 7 days of the delivery date.
Items must be returned in their original condition and in their original packaging.
To request a return or an exchange, please follow the instructions below:
1. Make sure the products are in the same condition as you received them, with all the tags and security seals untouched. Boxes, dust bags and other packaging must be returned with the items.
It's not possible to return or exchange customized items and publications. This does not affect the customer’s rights according to the law.
2. For all returns and exchanges, please contact us via e-mail by completing the contact form to activate the return and refund or exchange process. We are at your disposal from Monday to Friday, from 9.00 am to 5.00 pm (GMT), excluding holidays.
3. Put the items that you want to return or exchange in a box, preferably the original one, and make sure that it's properly sealed.
4. Please contact your local EMS or other couriers to schedule the collection of the package (shipping costs will not be included). For Taiwan customers only, an inclusive pick-up service by T-Cat can be organized.
5. Your refund will be issued as soon as the return has been received and has checked in our warehouse.
Peter Wu reserves the right not to accept returns that have not been communicated or shipped within the returns time limit or, if they are not in the same condition in which they were delivered to you (see point 1.).
6. Product information and sizing
On the product page you will find more photos and you will find all the available information in the "details" section.
6.2 How to identify your size
6.3 Product sizing
Men’s sizes are French sizes.
7. Care and repair
For items not purchased on peterwu.com please refer to the authorized retailer where the product was purchased.
