Hotline: +94 71 212 8888

FAQ

Our FAQs are here to answer any questions you might have about our services.

Where do you deliver?

You can find out our Delivery Cities here.

Is there a delivery charge?

Delivery is absolutely free for Colombo and its suburbs. Our outstation delivery charges starts at Rs 300 (LKR) and it's varies depending on the outstation delivery city.

Is there a minimum order value for free deliveries?

Our minimum order value is Rs 900 (LKR) for all free deliveries. You can still place orders for less than Rs 900, however a Rs 300 (LKR) surcharge will be added to your order value (Consisting of a delivery fee). There is no minimum order value for outstation deliveries.

Do you deliver on weekends and public holidays?

We do deliver on weekends and public holidays.

What is the order deadline?

For all Wishque products, the order deadline is one day prior to the delivery date.

Can I place an order to be delivered on a future date?

If you want to buy a gift to be delivered on a future date, simply add your items to the cart, choose a future date for your delivery and place the order.

Will my gift be delivered on time?

We can guarantee that your order will be delivered on the date of your choice.

Can I track the status of my order delivery?

You can easily track and view the status of your order using our Track Order page which you can find in the main menu of our website. To check on the status of your order, you will need your order tracking code you were provided when you completed checkout (and in your order confirmation email). We will fetch and display your order and status along with any special notes that may have been added.

Having issues with your payment?

Debit and credit card payments can be unsuccessful for a number of reasons. If an error message appears on your screen after you try to pay, or if we confirm your payment has not been successful, then you have not been charged.

Troubleshooting Failed Payments:

  1. 3D Secure Verification Issue – [Response - 3DS authentication failed with risk score (3)]
  2. When you make a purchase in one of the participating online stores, you will be asked for your 3D secure pin (One Time Password) to enter at the OTP page. If you have aborted the OTP page without entering the OTP code, your payment may not be successful.

    To Resolve:

    When you submit the order, you will be asked to generate an OTP code in order to authenticate the purchaser, upon your confirmation you will get a SMS to your mobile number with the OTP code. Simply enter your OTP code at the OTP page, choose Submit, and you're done.

  3. Payment Declined - By Your Bank [Response- Transaction not permitted to cardholder]
  4. The most common reason for payment declined is that your bank has declined it. Possible reasons would be debit card is not authorized to do online transactions or debit card is blocked.

    To Resolve:

    The best way to resolve this is to give your bank a quick call and enquire about this.

  5. Payment Declined - By Your Bank – [Response - Do Not Honor]
  6. The most common reason for an unsuccessful card payment is that your bank has declined it. Possible reasons would be Blocked or Restricted card for certain transactions- (usually in foreign transactions). It's normal for them to stop a payment that they might perceive as a new and unknown recipient.

    To Resolve:

    The best way to resolve this is to give your bank a quick call let them know it is you making this payment and that WishQue is a trusted recipient. Once they've confirmed this, your next attempt should be successful.

  7. Insufficient Funds:
  8. Your bank might also stop your card payment if there isn't enough money in your account or if you have a per-transaction limit. The best way to resolve this is to give your bank a quick call and adjust your transaction limit if required.

  9. Browser Issues:
  10. Some anti-virus or firewall software can fail your card payment. With anti-virus software, please add WishQue to the list of "safe merchants" and make sure it allows pop ups.

Alternate payment methods for your order:

If the issue persists, you can always use alternate payment method for your order – Available options are:

  • You can make a bank transfer to us.
  • You can use a different card to make the payment.
  • You can use PayPal to make the payment (if PayPal accepted as a method of payment in your country).

If you're having trouble making payments with above methods give us a call on +94 71 212 8888 or use our live chat support.

To submit an alternate payment method for your order, simply click on "Try Again" button at the top and go to the payment page, then select the alternate payment method for your order and proceed.

If you have any questions that aren't covered here just contact us at info@wishque.com

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