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Frequent questions

Can I make changes to my order?

If you're not quite sure which size is right for you, refer to our size guides. They're located underneath the available sizes for each of our products.

I have given the wrong shipping address. What should I do?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

How can I clean my product?

  • If your piece has sealant, you can use a slightly damp cloth. In case of paint or marker stains, add a few drops of gel alcohol to the cloth.
  • If your piece does not have sealant, we suggest using a clean, dry cloth; The wood should not come into contact with liquids.
  • In both cases, avoid the use of homemade and/or corrosive cleaners.

You can find more information by clicking here.

How and where do you make your products?

Each piece is made by hand, taking care of every detail of the process. The workshop is located in the small town of Ocotitlán, in Morelos, Mexico.

What can I do if I need a Wiwiurka product soon?

You can send an email to hola@wiwiurka.com before placing an order specifying both the product in which you are interested and the date on which you need it to arrive at your home. Our team will contact you as soon as possible to notify you if it is possible to meet the requested date.

Do you offer a financing plan?

Yes, for more information about our financing plan option, click here .

Do you have interest-free months?

Yes, we have 3 and 6 months without interest on purchases of $2,000 MXN or more. We accept payments by Visa, MasterCard and American Express credit cards. In order to configure the months without interest, select the payment option with credit and debit card at the time of payment, after clicking on "Finalize the order", you will be redirected to the page where you can configure your interest-free months.

Do your prices include shipping?

Yes, shipping to the entire Mexican Republic is included in our prices.

Can I invoice my purchase?

Yes, to invoice your purchase complete the following form: Billing.

Do you have a physical store where you can see the products?

At the moment we do not have a physical store, we will be announcing information about future exhibition spaces on our social networks.

What are the characteristics of your materials? Are they toxic?

Our materials are non-toxic, we share the characteristics of each one below:

  • Paints: We use standard water-based, acrylic, non-toxic paints. No chemical solvents.
  • Dyes: We use standard water-based, acrylic, non-toxic dyes. No chemical solvents.
  • Plywood: We use Sveza brand plywood that is E1 certified, which means that it meets the requirements of E1 emission class in terms of its formaldehyde release levels. The MSDS (Material Safety Data Sheet) shows 0% volatiles by volume.

Our paints have been analyzed by certified laboratories to validate that they are lead and toxic free.

Do you have parts in stock ready for shipping or is everything made to order?

Sometimes we have some pieces in stock, if you need a product for a near date, write to us at hola@wiwiurka.com, so we can check if it is possible to have the product you want in a shorter time than the current production time.

Current processing time is 2 to 3 weeks, but this may be extended during the Christmas season.

In the event that a part is damaged during assembly, do you offer replacement parts?

Yes, we offer replacement parts. They can be requested by email to hola@wiwiurka.com. Please share photographs of the piece that suffered damage and your order number, so we can provide proper tracking.

What can I do if my product (triangle, arch or rocking chair) is misaligned and dancing?

This may have a simple solution. All our products are handmade, piece by piece. As with any other handmade product, parts may have some differences but not so significant that the item does not function properly and safely.


The pieces may just need to snap into place. We recommend you try the following: loosen all the screws by only a third; applies downward pressure by pushing all boards/poles and side plates/legs (triangle: in their open position). You may hear some slight creaks, this is normal. If it is still not level and your product has poles, try rotating the poles to change their position and apply downward pressure again until everything is aligned. Once the product is level, tighten all the screws again.

One of the boards of my Rocking Chair was damaged during assembly. Can I request a replacement?

Yes you can request a replacement. Our workshop team will need the following information to be able to create your new board:

*Your rocking chair has 2 boards that are slightly narrower than the rest. We need to know if the damaged board is regular or narrow.

*Please share the exact length of the board; All the pieces that your rocking chair has were handmade specifically for your rocking chair, if we do not correctly make your new table, even by a couple of millimeters, it may not be able to align properly to your rocking chair.

*Share us photographs of the table to verify its color and make the replacement correctly.

This information must be sent by email to hola@wiwiurka.com to provide proper follow-up.

How can I track my order?


We ship through three companies, the order can be tracked by clicking on any of the following links:

DHL

Post office

99 minutes

We will send you an email on the day your shipment is made to the email associated with your order, this email will include the tracking code and the parcel by which the shipment was made. We suggest you be aware of the notifications sent by the parcel and follow up on your shipment.

My package was returned to the sender, what do I do?

We recommend verifying the delivery address information of your package before sending it (that your street, neighborhood and postal code are correct), since if your package is returned to the sender (that is, with us) and the tracking guide indicates that the customer was not available for delivery or the address was incorrect, the customer must cover the cost of resending.

My package arrived damaged. What I can do?

If a package arrives damaged we will request photographs of the box from all four sides, including a photograph with the legible shipping label. Likewise, the package must be opened immediately to verify the contents in case of damaged or missing parts, it is necessary to share photographs of the contents of the package.

You should send an email to hola@wiwiurka.com providing as many details as possible, including photographs. A solution will be offered based on each particular case. It is important to send this email within 15 hours after the package was delivered, to verify its insurance with the company that was in charge of the shipment.

Will my product be shipped assembled?

Climbing furniture is shipped disassembled for better handling during transit. Assembly requires a manual or electric screwdriver and an Allen wrench. Getting help from another person makes the assembly process easier.

You can find our digital assembly tutorials here .

Do you offer custom colors?

Yes, we can sometimes offer custom colors, depending on our workload, and only from existing colors in our color palettes, which you can review here .

Please contact our customer service team at hola@wiwiurka.com, they will follow up and let you know if we can fulfill the request at this time, they will also help you set up your custom order.

Do you offer a discount for multiple items or sets?

Some of our items can be combined for a discount when purchasing two or more products. You can find these suggestions at the bottom of the product page.

If you have any questions, you can always contact us on our WhatsApp, social networks, email and/or by phone.

Can the ramps (reversible and climbing) be used with the triangles, rocking chairs, and climbing arch? Do they also work as a slide?

Yes, our two ramps are designed to fit perfectly with all the triangles, rocking chairs and the climbing arch. Both function as a slide on their smooth side.

In general, what toy do you recommend for each age range?
How can I collaborate with Wiwiurka?

For collaboration opportunities, fill out the form on our site by clicking here and our team will contact you as soon as possible.