Quick overview
You can easily adjust the shipment date of your next order through your account on our website or by contacting our support team. Once your order has already been dispatched, please do not alter the delivery settings in the courier app to avoid unexpected delays.
1. Changing your shipment date or subscription (Before dispatch)
How does the timeline work?
Notification email: We always send an email 7 days before a new shipment to announce your upcoming order.
Time to make changes: From that moment, you have exactly 6 days, 23 hours, and 59 minutes to make changes yourself in your account.
Deadline: As soon as the clock strikes 00:00 on the scheduled shipment date, order processing begins and further changes are no longer possible.
How to adjust it yourself in your account:
Log into your Wellis account.
Go to Subscriptions.
Choose your option: pause, cancel, or change shipment date.
Prefer our team to do it for you? Send an email to [email protected]. Please submit your request at least 3 business days before the scheduled shipment date so our team has enough time to process the adjustment for you.
2. Important warning: Do NOT change delivery preferences during transit!
Has your package already been shipped, and have you received a tracking link from our carrier (DHL for NL, PostNL for BE)?
⚠️ Please do not change the delivery time, day, or pickup location once the package is already in transit.
What IS allowed? You can set default delivery preferences in your DHL or PostNL account (such as a designated safe place at home), as long as this is set before your shipment is created.
What is NOT allowed? Modifying an active shipment on or near the day of delivery (e.g. changing delivery time, redirecting to a neighbor, or sending to a parcel shop).
Why? Changing an active shipment causes the parcel to be rerouted, resulting in a delay of at least 24 hours. Because our refrigerated items are packed for a specific transit window, extra delays can compromise the cold chain of your medication.
Unable to be home? Contact our support team immediately at [email protected] so we can help find the safest solution for your delivery.