FAQ
Orders & Payment
What payment methods do you accept?
We accept major credit and debit cards, Shop Pay, Apple Pay, Google Pay, and PayPal (subject to availability at checkout). All payments are processed securely by Shopify Payments and third-party processors. We do not store full card numbers.
When will my payment be charged?
Your payment is charged in full at checkout once your order is confirmed.
Do prices include VAT?
Yes. All prices are shown in GBP and include UK VAT where applicable. The amount you pay at checkout is the final price—no hidden fees or additional charges.
Can I change or cancel my order after placing it?
Contact us immediately at contact@wolri.com or +44 7537 173821. If your order hasn't been processed yet (within 1–2 business days), we may be able to modify or cancel it. Once shipped, you can return the item under our 30-day returns policy.
Shipping & Delivery
Where do you ship?
We currently ship to addresses within the United Kingdom only. International shipping is not available at this time. If you require international shipping, please contact us at contact@wolri.com to discuss alternative arrangements.
How much does shipping cost?
Shipping is free on all UK orders. There are no hidden shipping fees or surcharges.
How long does delivery take?
Estimated delivery: 4–7 business days from order placement
• Processing time: 1–2 business days
• Transit time: 3–5 business days
Delivery timeframes are estimates and may vary due to carrier schedules, weather, remote locations, or UK bank holidays.
When will my order be processed?
Orders are processed Monday–Friday (excluding UK bank holidays) within 1–2 business days. Orders placed before 12:00 PM (noon) GMT are typically processed the same business day. Orders placed after noon or on weekends/bank holidays are processed the next business day.
Will I receive tracking information?
Yes. All orders include tracking. You'll receive a shipping confirmation email with your tracking number, carrier information, and estimated delivery date when your order is dispatched. Track your order at wolri.com/pages/track-your-order or via your carrier's website.
What if my order hasn't arrived?
If your order hasn't arrived within the estimated 4–7 business days:
1. Check your tracking for updates
2. Check with neighbours or reception
3. Contact the carrier
4. Email us at contact@wolri.com if still unresolved
We'll work with the carrier to locate and resolve the issue.
What if my package arrives damaged?
Email us at contact@wolri.com within 48 hours with photos of the outer packaging, the product, and the shipping label. Please keep all packaging. Once verified, we will replace or refund your order.
Can I change my delivery address after ordering?
Before dispatch: Contact us immediately at contact@wolri.com or +44 7537 173821. If the parcel hasn't shipped, we'll update it.
After dispatch: We cannot change the address. Contact the carrier using your tracking number to request redirect options.
Returns, Refunds & Exchanges
What is your returns policy?
You can return items within 30 days of delivery if they are unused, unworn, in resaleable condition, in original packaging with all tags, and free from damage, stains, or odours.
How do I start a return?
1. Email contact@wolri.com or call +44 7537 173821 with your order number and reason (photos help)
2. We reply with instructions within 1 business day
3. Pack securely, include a note with your order number, and use a tracked service
4. Send to: WOLRI (Returns), G1, 102 Kirkstall Rd, Leeds, West Yorkshire, LS3 1JA, United Kingdom
Who pays for return shipping?
• Change of mind: You pay return postage (unless we provide a prepaid label)
• Our error (faulty/incorrect/damaged): We cover return postage and replacement/refund
What is the 14-day right to cancel?
Under UK Consumer Contracts Regulations 2013, you may cancel within 14 days of receiving your order for any reason. After cancelling, you have 14 days to send the goods back. We refund the item price and standard outbound delivery cost. You pay return postage for cancellations (unless we agree otherwise). No restocking fees.
How long do refunds take?
We aim to process refunds within 3 business days of receiving your return. Refunds go to the original payment method. Please allow 1–3 business days for your bank/card provider to post the credit.
Are there any items I cannot return?
Yes. We cannot accept returns of:
• Used, worn, or washed items
• Items missing packaging or tags, or damaged by the customer
• Items returned after 30 days (unless faulty)
• Items marked "Final Sale / Non-Returnable"
Do you offer exchanges?
We don't process direct exchanges. Please return the item for a refund and place a new order for the item you'd like instead.
What if my item is faulty or damaged on arrival?
Contact us as soon as possible (ideally within 48 hours) with photos of the item, packaging, and shipping label. We will replace, reship, or refund as appropriate. This does not affect your statutory rights.
Products & Compatibility
What products do you sell?
We sell bikepacking and cycling accessories including handlebar bags, seat bags, frame bags, panniers, mounting straps, and related soft goods.
How do I know if a bag will fit my bike?
Product pages include capacity, materials, dimensions, and water protection details. Before use, check: tyre clearance to saddle/seatpost; exposed seatpost length; cable/lever clearance on the handlebar; frame triangle space; strap routing away from tyres/rotors/chains. If you're unsure about compatibility, contact us at contact@wolri.com with your bike details.
Are your bags waterproof?
Water protection varies by product and is clearly stated on each product page (e.g., IPX6 roll-top vs water-resistant textiles). Please check individual product descriptions for specific waterproofing details.
What are the load limits for your bags?
Load limits are specified on individual product pages where applicable. Always respect stated load limits and re-check straps after initial miles of use.
Are product descriptions accurate?
We try to ensure all product information (capacity, materials, dimensions, water protection level) and prices are accurate. If we discover an error after you order, we'll contact you to confirm the correct details or cancel and refund.
Contact & Support
How can I contact you?
Email: contact@wolri.com
Phone: +44 7537 173821
Website: wolri.com
Business Hours: Monday–Friday, 9:00 AM–5:00 PM GMT (Saturday–Sunday closed)
How quickly will you respond?
We aim to respond to all messages within 1 business day.
What is your business address?
Company: Vumra Commerce Ltd (Company No. 16707665) trading as WOLRI
Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Returns Address: G1, 102 Kirkstall Rd, Leeds, LS3 1JA, United Kingdom
Privacy & Security
How is my personal information used?
We collect and use personal information to process orders, provide customer support, improve our site, and send marketing (if you opt in). Full details are in our Privacy Policy. We use secure payment processing and do not store full card numbers.
Do you use cookies?
Yes. We use cookies for essential site functions, analytics, and marketing. You can manage your cookie preferences via the cookie banner on your first visit or the "Cookie settings" link in the footer.
Account & Security
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders and manage your information more easily.
How do I keep my account secure?
Use a strong password and keep your credentials confidential. You're responsible for all activity under your account. Contact us immediately if you suspect unauthorised access.
Promotions & Discounts
Can I use multiple discount codes?
Promotions and coupon codes are subject to their stated terms and cannot be combined unless explicitly stated. Codes are valid for a limited time only.
Why isn't my discount code working?
Check that the code is still valid, hasn't expired, and meets any minimum purchase requirements. If you're still having trouble, contact us at contact@wolri.com.