Last updated: August 21, 2026
Welcome to our Frequently Asked Questions page.
Below you will find answers to common questions about orders, payment, shipping, delivery, returns and refunds.
If you cannot find the answer you need, please contact us using the details below or through the Contact Us page available on our online store.
Customer Service Email:
support@wrela.shop
Telephone:
+45 52 55 56 84
Business Address:
The Co2 Calculator ApS
c/o Lars Kruse Ravnsbeck
Nordre Strandvej 144A
3140 Ålsgårde
Denmark
1. Where do you deliver?
We currently deliver to eligible destinations throughout Europe.
Delivery availability may vary depending on:
- Destination country or region;
- Local carrier coverage;
- Customs restrictions;
- Product availability;
- Package size or weight; and
- Other logistical limitations.
The availability of delivery to your address will normally be confirmed during checkout.
2. How long does delivery take?
Estimated shipping time is generally:
5–7 business days after dispatch.
Please note that this does not include order processing time.
Delivery may occasionally take longer because of:
- Customs inspections;
- Public holidays;
- Carrier delays;
- Severe weather;
- Transportation interruptions;
- Border restrictions; or
- Other circumstances outside our reasonable control.
3. How long does order processing take?
Orders are generally processed within:
1–2 business days
after the order has been successfully placed and confirmed.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Additional processing time may occasionally be required for:
- Payment verification;
- Address verification;
- Fraud-prevention checks;
- Product availability issues; or
- Unusually high order volumes.
4. How can I track my order?
Where tracking is available, tracking information will normally be sent to the email address provided when the order was placed.
Your shipping confirmation may include:
- Carrier name;
- Tracking number;
- Tracking link; and
- Dispatch information.
Tracking information may take approximately 24–48 hours after dispatch to become active.
If your tracking information has not updated for an extended period, please contact us at support@wrela.shop, by telephone at +45 52 55 56 84, or through our Contact Us page.
5. What payment methods do you accept?
Available payment methods will be displayed during checkout.
Depending on your location and order, available payment methods may include:
PayPal
and
Cash on Delivery (COD)
Payment availability may vary depending on:
- Country;
- Currency;
- Product;
- Order value;
- Delivery method; and
- Payment provider availability.
Only payment methods shown during checkout are available for the relevant order.
6. Do you accept PayPal?
Yes, PayPal may be available for eligible orders where the PayPal option is displayed during checkout.
When PayPal is selected, you may be redirected to PayPal to securely authorize your payment.
We will never ask you to provide your PayPal password or login credentials.
7. Do you offer Cash on Delivery?
Yes. Cash on Delivery (COD) may be available for eligible orders and destinations where this option is displayed during checkout.
With COD, payment is made when the parcel is delivered.
Depending on the carrier, payment may need to be made:
- In cash;
- In the exact amount requested; or
- Using another payment method accepted by the delivery carrier.
COD is not necessarily available for every country, postal code, product or order value.
8. Why is Cash on Delivery not showing at checkout?
COD availability may depend on:
- Your country;
- Postal code;
- Delivery carrier;
- Product;
- Order amount; or
- Other delivery restrictions.
If Cash on Delivery is not shown during checkout, it is not available for that particular order.
9. Can my Cash on Delivery order be verified?
Yes.
Certain COD orders may require additional verification before dispatch.
We may need to confirm:
- Your name;
- Telephone number;
- Delivery address;
- Order details; and
- Your intention to accept the parcel.
This helps reduce incorrect addresses, fraudulent orders and failed deliveries.
10. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
You can contact us at:
Email: support@wrela.shop
Telephone: +45 52 55 56 84
If the order has not entered processing or dispatch, we may be able to assist.
Once an order has already been processed or shipped, changes or cancellation may no longer be possible.
Any statutory cancellation or withdrawal rights you may have remain unaffected.
11. What should I do if I entered the wrong delivery address?
Please contact us immediately.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
You may also use our Contact Us page.
If your order has not yet been dispatched, we may be able to update the delivery address.
Once the parcel has been shipped, we cannot guarantee that the address can be changed.
If a parcel is returned because the customer supplied an incorrect or incomplete address, reasonable reshipping costs may be the customer's responsibility where permitted by law.
12. What happens if my parcel is delayed?
Delivery delays may occasionally occur because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- Incorrect delivery information;
- Regulatory restrictions; or
- Other events outside our reasonable control.
If the estimated delivery period has passed and the tracking information has not updated for an extended period, please contact us.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
We will review the available shipment information and, where appropriate, contact the carrier.
13. What should I do if my parcel appears to be lost?
If you cannot locate your parcel, please first:
- Check the tracking information;
- Confirm the delivery address;
- Ask household members;
- Check your building reception or mailroom;
- Check any designated safe location;
- Check nearby collection points where applicable; and
- Contact the local delivery carrier where appropriate.
If the parcel still cannot be located, contact us with your order number.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
If the shipment is confirmed as lost in circumstances for which we are responsible, an appropriate solution may include:
- Replacement; or
- Refund.
14. What should I do if my order arrives damaged?
Please inspect your order as soon as reasonably possible after delivery.
If the parcel or product arrives damaged, contact us promptly.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
Please provide, where possible:
- Order number;
- Description of the damage;
- Photographs of the product;
- Photographs of the outer packaging;
- Photograph of the shipping label; and
- Video showing the issue where relevant.
Please keep the original packaging until the matter has been reviewed.
15. What if I receive the wrong product?
If you receive an incorrect product or product variation, please contact us promptly.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
Please provide:
- Your order number;
- A description of the problem;
- Clear photographs of the item received; and
- A photograph of the shipping label.
After reviewing the information, we may arrange an appropriate:
- Replacement;
- Return; or
- Refund.
16. What if part of my order is missing?
If your order arrives with missing products, accessories or components, please contact us.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
Please provide:
- Your order number;
- Photographs of all items received;
- Photographs of the outer packaging; and
- A photograph of the shipping label.
We will review the issue and provide an appropriate solution.
17. What is your return period?
We offer a voluntary 30-day return policy for eligible products.
You may request a return within 30 days after receiving your order, subject to the conditions stated in our Return and Refund Policy.
Eligible products should generally be:
- In the condition in which they were received;
- Unused or unworn;
- Undamaged;
- Complete with original accessories and components; and
- Returned in original packaging where reasonably possible.
Proof of purchase may be required.
18. Do EU/EEA customers have a 14-day right of withdrawal?
Yes.
Consumers in the European Union or European Economic Area may have a statutory 14-day right of withdrawal for eligible online or distance purchases.
Where this right applies, the customer may withdraw from the purchase without providing a reason within the applicable statutory period.
This statutory right is separate from our voluntary 30-day return policy.
Mandatory consumer rights are not reduced by our commercial return policy.
19. Who pays the return shipping costs?
For eligible change-of-mind returns under an applicable EU/EEA 14-day statutory right of withdrawal, the customer is generally responsible for the direct cost of returning the goods where this responsibility was properly disclosed before purchase.
Customers are also generally responsible for return shipping costs for voluntary change-of-mind returns under our 30-day return policy.
However, reasonable return shipping costs will normally be handled by us where the return is caused by:
- A defective product;
- A product damaged before or during delivery;
- An incorrect product;
- Missing components or accessories; or
- Another confirmed error attributable to us.
20. How do I request a return?
Before sending any product back, please contact us.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
You may also contact us through our Contact Us page.
Please provide:
- Your order number;
- The email address used for your order;
- The product you wish to return;
- The reason for the return; and
- Photographs or videos where relevant.
Please do not send the product back before receiving return instructions.
21. Where should I send my return?
Approved returns must be sent only to the return address provided by our customer service team.
Please contact us before sending any product back.
Customer Service Email: support@wrela.shop
Telephone: +45 52 55 56 84
Our registered business address is:
The Co2 Calculator ApS
c/o Lars Kruse Ravnsbeck
Nordre Strandvej 144A
3140 Ålsgårde
Denmark
However, this registered address is not necessarily the return warehouse.
Do not automatically send returns to this address unless we specifically instruct you to do so.
22. How long does a refund take?
Once a returned product has been received and inspected, we will notify you whether the refund has been approved.
For voluntary returns under our 30-day return policy, approved refunds are normally initiated within approximately 10 business days after approval.
Your bank, PayPal or other payment provider may require additional time before the refunded amount appears in your account.
Where an EU/EEA statutory withdrawal right applies, refunds will be processed within the applicable statutory period.
23. How are PayPal refunds handled?
Where the original order was paid through PayPal, an approved refund will normally be returned through the original PayPal transaction or another legally appropriate method.
The time required for the refunded amount to become visible may depend on PayPal's processing procedures.
24. How are Cash on Delivery refunds handled?
Because Cash on Delivery payments are collected during delivery rather than through an online payment transaction, COD refunds may require an alternative refund method.
Where necessary, our customer service team will contact you to obtain the information reasonably required to arrange the refund.
Never send account passwords or sensitive banking login credentials.
25. Are VAT, customs duties or import taxes included?
Orders delivered across national borders may be subject to:
- VAT;
- Customs duties;
- Import taxes;
- Customs clearance fees;
- Handling charges; or
- Other charges imposed by authorities in the destination country.
Where such charges are included in the amount payable to us, this will normally be displayed during checkout.
Unless expressly stated otherwise, customers may be responsible for duties, taxes or other charges independently imposed by the relevant authorities.
Please review our Shipping and Delivery Policy for further details.
26. Can I refuse a Cash on Delivery parcel?
If you selected Cash on Delivery and no longer wish to receive the order, please contact us as soon as possible before dispatch or delivery.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
Repeated or unjustified refusal of COD parcels may result in restrictions on future COD orders where permitted by applicable law.
This does not affect statutory withdrawal, return or other mandatory consumer rights.
27. Is my payment information secure?
We take reasonable measures designed to provide a secure checkout environment.
PayPal payments are processed through PayPal's own payment infrastructure.
We will never ask customers to send:
- PayPal passwords;
- Account passwords;
- Authentication codes; or
- Other sensitive login credentials
through email or unsecured communication channels.
Personal information is handled in accordance with our Privacy Policy.
28. Why was my PayPal payment declined?
A PayPal transaction may be declined because of:
- Insufficient funds;
- Account restrictions;
- Incorrect information;
- Identity or security verification;
- Fraud-prevention controls;
- Payment provider restrictions; or
- Temporary technical issues.
If your payment is declined, please review the information displayed by PayPal.
We cannot independently override a PayPal payment rejection.
29. What should I do if I was charged twice?
If you believe the same order has been charged more than once, please contact us promptly.
Email: support@wrela.shop
Telephone: +45 52 55 56 84
Please provide:
- Your full name;
- Order number;
- Email address used for the order;
- Payment date;
- Amount charged; and
- Relevant transaction information.
Do not provide passwords or other sensitive authentication credentials.
We will review the available transaction records.
30. Do you provide order confirmation?
Yes.
After successfully placing an order, you will normally receive an order confirmation at the email address supplied during checkout.
The confirmation may contain:
- Order number;
- Products ordered;
- Total order amount;
- Selected payment method;
- Delivery information; and
- Other relevant order details.
Please check the details carefully and contact us promptly if anything appears incorrect.
31. How do I contact customer service?
For questions relating to:
- Products;
- Orders;
- Payment;
- Shipping;
- Tracking;
- Delivery;
- Returns;
- Refunds;
- Damaged products; or
- Other customer service matters,
please contact us using the following details:
Customer Service Email:
support@wrela.shop
Telephone:
+45 52 55 56 84
Business Address:
The Co2 Calculator ApS
c/o Lars Kruse Ravnsbeck
Nordre Strandvej 144A
3140 Ålsgårde
Denmark
You may also contact us through the Contact Us page displayed on our online store.
When contacting us about an existing order, please include your order number whenever possible.
32. Company Information
Company name: The Co2 Calculator ApS
CVR number: 38340816
P-number: 1022103403
Registered business address:
The Co2 Calculator ApS
c/o Lars Kruse Ravnsbeck
Nordre Strandvej 144A
3140 Ålsgårde
Denmark
Customer Service Email:
support@wrela.shop
Telephone:
+45 52 55 56 84
For customer service enquiries, please use the contact details above or the Contact Us page available on our online store.