Contact and help
For a question about an item, the store is the one who can best answer you; for everything else we are at hola@werop.com. Here is who to write to in each case.
Updated 4 November 2026
In short
- With the store: “Write to the store” on your order or “Ask the store” on the product page. No emails shared.
- With Werop: hola@werop.com, for questions, incidents, complaints and withdrawals.
- If you have a store: “Help and support”, inside your panel.
- Illegal or false content: the “Report” link on every item and every store.
Who to write to
A question about an item or your order
The store knows best about sizes, fabrics and timings. Write to it from the item's product page (“Ask the store”) or from “My orders” (“Write to the store”). We email you when it replies.
A problem the store does not resolve
Write to us at hola@werop.com with the order number. We can read the conversation with the store and mediate, and if the store does not refund a return on time, we refund on its behalf.
Returning or changing your mind
This is done from “My orders”, with the “Return” button. The whole process, in returns and refunds.
Press
Official description, facts, timeline and logos in the press room. For interviews, hola@werop.com.
Stores and brands
If you already have a store, “Help and support” in your panel. If you want to sell on Werop, start with selling on Werop and the frequently asked questions.
Privacy
To access, correct or delete your data, write to hola@werop.com. The details are in the privacy policy.
Complaints
For any complaint, write to us at hola@werop.com. If you are a consumer, you also have the consumer bodies of your country (in Spain, the consumer services of your autonomous community and the complaints forms) and, if you bought from a store in another European Union country, the European Consumer Centre of your country. The terms and conditions, in the last section, explain this.
Werop has the official complaint forms (hojas de reclamaciones) of the Community of Madrid, where it is based. If you would like one, ask for it at hola@werop.com and we will send it to you.
Who is behind Werop
Werop · www.werop.com. Owner: Javier Eliseo Población Fernández, NIF 45.095.506G. Address: Isaac Albéniz 15, 28690 Brunete (Madrid), Spain. Owner's email: epoblacion@werop.com. General contact and support for buyers and stores: hola@werop.com. More about the team in about us.
Frequently asked questions
How do I talk to the store that sold me the item?
From “My orders”, with “Write to the store” on the order, or from the item's product page with “Ask the store”. Werop passes your message to the store without sharing your email, the store replies from its panel and we notify you by email. The conversation stays in “Messages”, in your account.
Why don't the store's email and phone number appear?
So that nobody has to share their contact details: the store does not see your email and you do not see theirs. The product page and the order do identify the store with its company name, its tax identification number and its address. If the store does not reply, write to us and we will mediate.
Where do I write if I have a problem with Werop or with an order?
To hola@werop.com. It is the general contact, also for complaints and for exercising the right of withdrawal in writing. A member of the team replies.
I have a store on Werop. Where do I ask for help?
In your store's panel, in “Help and support”: your query reaches the team along with the screen you were on, and we reply there and by email. There is also an assistant that knows the panel.
How do I report an item or a store that may be illegal or fake?
With the “Report” link at the bottom of every item's product page and every store page. We send you an acknowledgement of receipt, a person reviews it and we let you know the decision.
Keep reading
Fashion with a name and a face
Independent brands, designers and stores from seven European countries in one place. You can now shop.
Discover Werop →