WERKVIS FAQ | Hi-Vis Workwear, B2C & B2B Support

Frequently Asked Questions

We want your shopping experience to be safe, easy, and worry-free.

Products & Sizing

Are WERKVIS products officially safety certified?

Yes. All WERKVIS workwears are independently tested and certified to meet EN ISO 20471 and other European safety standards.

You can find detailed certification information and class ratings on each product page to ensure the product meets your workplace safety requirements.

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How do I choose the right size? Are WERKVIS sizes international?

All WERKVIS garments follow international sizing standards, though cut and fit may vary slightly between styles.
We recommend referring to the detailed size chart on each product page and comparing it with your body measurements (chest, waist, hips, height, etc.).
If you are between sizes, choose the smaller size for a closer fit or the larger size for a more relaxed fit.
If the size is still not perfect, there’s no need to worry! We offer convenient exchanges to help you find the right fit.

[View Size Chart]

Can I order a sample to check the quality first?

Yes. We encourage business customers to order samples for quality evaluation. For bulk or custom orders, please contact us to learn more about our sample policy.

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What materials are used in WERKVIS products?

WERKVIS products are made from durable, high-visibility fabrics designed to balance comfort with safety and performance in different work environments.
Most garments use polyester or poly-cotton blends, which are abrasion-resistant, colorfast, and retain their brightness and functionality even after multiple washes.

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How should I wash and care for WERKVIS safety clothing?

To maintain the high visibility, color, and durability of your garments, machine wash at 40°C or below using mild detergent.
Avoid bleach and fabric softeners, which can damage reflective materials.
Do not tumble dry at high temperatures or iron directly on reflective areas.
Proper care ensures your clothing continues to meet EN ISO 20471 safety standards.

Orders & Payment

How can I check my order status?

You can log in to your account and view your order status under "My Account" or "Order History."
After your order is processed, you will also receive a confirmation email containing your order number and a tracking link.

Can I modify or cancel my order after placing it?

Orders are processed quickly to ensure timely shipping.

If you need to make changes or cancel, please email marketing@werkvis.com with your order number as soon as possible. Once your order is in the shipping process, changes cannot be guaranteed, but you can still request a return or exchange after delivery.

What payment methods are accepted, and is my payment secure?

We support all major payment methods available in Germany and the EU through Shopify Payments, including:

Credit/Debit Cards: Visa, MasterCard, American Express
Apple Pay & Google Pay
Klarna
Bancontact, EPS, iDEAL
UnionPay
PayPal
Shop Pay

All payments are processed securely with SSL encryption (TLS 1.2 or higher) and meet PCI-DSS standards. Your payment information is never stored on our servers, ensuring the highest level of security.

What should I do if my payment fails?

Payment failures can be due to insufficient funds, incorrect card information, network issues, or bank security alerts.
Please double-check your details or try a different payment method. If the problem persists, contact our customer service with proof of payment.

Why does the final order total differ from the product subtotal?

The final order amount may include shipping, handling fees, or applicable taxes. Detailed costs are displayed before completing checkout.

Shipping & Delivery

Where do you ship from, and what shipping methods and estimated delivery times are available?

We ship from our Frankfurt, Germany warehouse, offering Standard and Express shipping. Shipping costs and delivery times depend on your address and order weight. You can view all available options and prices at checkout.

What should I do if my package experiences a problem?

Occasionally, packages may be delayed, lost, or tracking information may not update. If your package has not arrived within 5–10 days, shows as lost, or the tracking hasn’t updated for a long period, please email marketing@werkvis.com with your order number. We will assist you in checking with the carrier and resolving the issue as quickly as possible.

How can I track my package?

You can track your package via the tracking link in your shipping confirmation email, through your account’s "Order Details" page, or directly on the carrier’s website.You can also visit https://www.17track.net/en and enter your tracking number to see updates from all carriers.

Can I change my delivery address?

If your order has not yet shipped, please email marketing@werkvis.com with your order number to request an address change. Once the order has shipped, changes cannot be guaranteed.

You may try contacting your local carrier to intercept or redirect the package, though success is not guaranteed and extra fees may apply. If interception fails, the package will be returned to our warehouse, and we will contact you to resend it to the correct address.

Will I have to pay customs or import duties?

For international orders, your country may charge customs duties, taxes, or fees. These are generally the responsibility of the recipient.

While we cannot predict exact amounts, we recommend checking your country’s import regulations before ordering. Our customer service is happy to assist if you have any questions.

Return & Refund Policy

What is your return and refund policy?

We offer a 30-day return window from the date of delivery. Items should be unused, unworn, with original tags and packaging, and accompanied by a receipt or proof of purchase. To initiate a return, please contact marketing@werkvis.com.

What should I do if I receive a defective, damaged, or incorrect item?

Please inspect your items upon receipt. If they are defective, damaged, or incorrect, contact marketing@werkvis.com promptly.

We will review the issue and provide a suitable solution, such as a replacement, return, or refund, all at no extra cost to you.

How do I return an item?

To return an item, contact marketing@werkvis.com.

Once your return is approved, we’ll provide a return shipping label and instructions. Please do not send items back before contacting us, so we can process your return smoothly.

Can I exchange an item for a different size or color?

We currently do not offer direct exchanges. The fastest way is to return the original item following our return process, then place a new order for the desired size or color. Our customer service will happily guide you through the process to ensure it is simple and convenient.

Who pays for return shipping?

If the return is due to our error (e.g., defective, damaged, or incorrect item), we will cover the return shipping cost.

In other cases, the return shipping cost is the customer’s responsibility.

EU customers enjoy a 14-day cooling-off period, allowing them to cancel or return an order for any reason.

Corporate & Wholesale Orders (B2B)

How can I become a WERKVIS dealer or distributor?

You can apply through our “Our Dealers” page. Once we receive your company details, our sales team will contact you to discuss regional options, wholesale pricing, and cooperation terms.

All orders are shipped from our warehouse in Germany. Standard European delivery takes 2–5 business days, while bulk or palletized shipments are arranged individually.

Each partner is also assigned a dedicated account manager for communication, order handling, and after-sales support.

What is the minimum order quantity (MOQ)?

For standard stock products, the MOQ is 20 pieces per style.

For light customization (such as logo printing, sleeve labels, or reflective text), the MOQ is 50 pieces, and customization costs are covered by the customer.

For new customized designs or product modifications, the MOQ is 1,000 pieces per style.

Can you customize garments with our logo or company branding?

Yes. We offer logo printing, embroidery, and label customization for most hi-vis garments.

Light customization starts from 50 pieces, while full redesign or product modification requires 1,000 pieces. Please contact us for quotations and design file requirements.