Frequently Asked Questions
Age Verification
Do I need to verify my age to place an order?
Yes. To comply with federal and state regulations for our products, all customers must be 21 years of age or older. We complete a secure age verification at checkout using a trusted third-party service. We never store your sensitive identification documents.
What happens if my age verification fails?
If we cannot verify your age during checkout, we cannot process your order. If you experience an error or believe your verification was wrongfully declined, please email yamon@willemdavid.com for assistance.
Is my personal information safe during age verification?
Absolutely. Your data is fully encrypted and processed securely. We strictly protect your privacy and never sell or share your personal information with third parties outside of necessary verification and shipping fulfillment providers.
Shipping & Delivery
How do you ship orders?
We ship all domestic orders via the United States Postal Service (USPS).
How long does shipping take?
We process and ship most orders within 3–5 business days. Once your package leaves our facility, estimated delivery times are:
USPS: 3–5 business days, depending on location.
Can I track my order?
Yes. As soon as your order ships, you will receive a shipping confirmation email containing a USPS tracking number. Track your package directly on USPS.com or click the tracking link inside your email.
Do you ship internationally?
Yes, we ship internationally. International delivery times vary by destination and may take longer than domestic USPS shipments.
Product Care & Cleaning
How do I clean my product?
To maintain product quality, rinse thoroughly with warm water. Avoid abrasive scrubbers or harsh chemical cleaners that can degrade the material. For a deep clean, use isopropyl alcohol (90%+) and allow the product to air-dry completely before your next use.
Can I use soap to clean my product?
Yes, you can use a mild, unscented dish soap for general cleaning. Avoid soaps containing heavy dyes, moisturizers, or fragrances, as left-behind residue can negatively impact your experience.
How should I store my products?
Store your items in a cool, dry place protected from direct sunlight. To maximize their lifespan, keep your products inside their original packaging or a dedicated protective storage case.
My product looks discolored—is that normal?
Slight discoloration is a normal result of regular wear and tear over time. However, if the discoloration looks unusual or you suspect structural damage, please contact our support team for a quality evaluation.
Returns & Refunds
What is your return policy?
You have 30 days from the day your order arrives to request a return for a refund. Items must be unused, in their original packaging, and accompanied by proof of purchase. Due to the sanitary and regulated nature of our items, we can’t accept returns on opened or used products—but anything that’s actually defective is covered separately by our 90-Day Warranty below.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility unless the item arrived damaged, defective, or incorrect—in those cases, we cover it.
Can EU customers cancel their order?
Yes. Customers in the European Union have the right to cancel an eligible order within 14 days of delivery, no reason required, as long as the item is unused, in its original packaging, and includes all accessories.
My order arrived damaged. What should I do?
Email yamon@willemdavid.com within 90 days of delivery with your order number and a photo or short video of the issue. We’ll evaluate it and send a free replacement—no need to ship the original back.
Can I exchange an item?
Return your original item for a refund, then place a new order for what you’d like instead. If your item is defective, see our 90-Day Warranty above—we’ll replace it free, with no return required.
How long does a refund take to process?
Once your return is approved, the credit is automatically applied to your original payment method. Refunds typically take 10 business days to reflect on your account, depending on your bank or credit card issuer. If more than 15 business days have passed since approval with no refund, contact us at yamon@willemdavid.com.
Do you offer a warranty?
Yes—every Willem David product is backed by a 90-Day Warranty against defects in materials or workmanship, starting from the delivery date.
General Support
How do I contact customer support?
You can reach our customer care team at any time by emailing yamon@willemdavid.com or by filling out the Contact Us form on our website. We answer all inquiries within 1 business day.
Do you offer promo codes or loyalty rewards?
Yes! Join the Willem David email list to receive exclusive discount codes, promotional offers, and early access to new product arrivals.