Wish tracking

What is Wish?

Wish is an American e-commerce platform founded in 2010 by Piotr Szulczewski and Danny Zhang in San Francisco, California. Initially launched under the name ContextLogic, the company quickly repositioned itself as a revolutionary mobile shopping application, connecting consumers worldwide directly to sellers offering products at highly attractive prices. From its inception, the platform distinguished itself through its focus on budget-conscious buyers, offering an economical alternative to major traditional retailers.

Wish's business model is based on a marketplace connecting millions of consumers with hundreds of thousands of merchants, primarily based in China and other Asian countries. This direct manufacturer-to-consumer approach, without traditional intermediaries, makes it possible to offer unbeatable prices on an extremely varied range of products. The company built its success on an intuitive mobile shopping experience, combining sophisticated recommendation algorithms and engaging visual design to personalize product suggestions according to each user's preferences.

In February 2024, Wish experienced a major turning point with its acquisition by Qoo10, a Singapore-based e-commerce platform specializing in Asian markets. This transaction, valued at 173 million dollars, represents a significant discount compared to the 14 billion dollar valuation reached during ContextLogic's initial public offering in 2020. Qoo10's acquisition aims to strengthen the marketplace's presence in North America and Europe, while enriching the offering through logistics synergies and an expanded product catalog.

• Founding date: 2010, initially under the name ContextLogic, then renamed Wish for its online commerce platform
• Founders: Piotr Szulczewski, former Google engineer, and Danny Zhang
• Historic headquarters: San Francisco, California, United States
• Current owner: Qoo10 Pte. Ltd., since April 2024
• Global presence: More than 100 countries served, application available in 33 languages
• User base: More than 500 million registered users worldwide
• Business sectors: Fashion, electronics, home and décor, beauty, accessories, gadgets and more

Wish's positioning in the e-commerce market is distinguished by its specialization in low-price products, targeting primarily a young clientele sensitive to trends. The platform offers more than 80 different product categories, ranging from clothing and fashion accessories to electronic items, including beauty products, home articles and innovative gadgets. Its mobile application, downloaded hundreds of millions of times on iOS and Android, is the company's main sales channel, offering an engaging shopping experience based on discovery and exploration.

Integration within the Qoo10 group opens new perspectives for Wish, particularly in terms of improving the supply chain and expanding the merchant network. Qoo10, founded by Ku Young Bae, a pioneer of South Korean e-commerce who created GMarket sold to eBay in 2009, brings its expertise of Asian markets and its established logistics infrastructure. This synergy should enable Wish to strengthen its competitiveness against rapidly expanding players like Temu and Shein, which also target consumers looking for good deals.

Which countries does Wish deliver to?

Wish benefits from particularly extensive geographic coverage, serving customers in more than 100 countries spread across all continents. The platform generates approximately 80% of its revenue in Europe and the United States, these two zones constituting its historic and priority markets. This international presence allows Wish to adapt to local preferences by offering websites and applications localized in 33 different languages, thereby facilitating the shopping experience for consumers worldwide.

In Europe, Wish ensures complete coverage of the continent's main markets. Major European markets such as Germany, the United Kingdom, France, Italy, Spain, the Netherlands, Belgium, Austria, Sweden, Denmark, Norway, Switzerland and the Czech Republic benefit from adapted delivery services, competitive timeframes and preferential shipping rates thanks to partnerships with local and international carriers.

• Western Europe: France, Germany, United Kingdom, Italy, Spain, Portugal, Belgium, Netherlands, Luxembourg, Austria, Switzerland
• Northern Europe: Sweden, Denmark, Norway, Finland
• Central and Eastern Europe: Czech Republic, Poland, Hungary, Romania and other EU countries
• North America: United States and Canada, major historic markets of the platform
• South America: Brazil, Argentina, Mexico and other Latin American countries
• Asia-Pacific: Australia, India, Japan, South Korea and many Southeast Asian countries
• Other regions: Middle East, North Africa and Sub-Saharan Africa depending on carrier availability

The platform operates via its main website Wish.com and its mobile applications, available in localized versions for many countries. Users thus access an interface translated into their language, with pricing information displayed in their local currency and delivery estimates adapted to their geographic area. This localization extends to customer service and payment options, including payment methods popular in each region.

It should be noted that Wish does not deliver to all countries in the world, and certain restrictions may apply depending on local regulations, available logistics capabilities or the nature of products ordered. Before finalizing an order, users can verify delivery availability to their destination directly on the product page or during the checkout process. Wish's logistics network extends from Latin America to Europe and North America, with partner warehouses strategically positioned to optimize delivery timeframes.

Which carriers does Wish use?

Wish collaborates with a vast network of international and local carriers to ensure the delivery of packages to customers worldwide. The choice of carrier depends on several factors, including the destination country, product availability with the seller, the delivery method selected by the buyer and the commercial agreements in place with various logistics providers. This diversity of partners allows Wish to optimize delivery timeframes and costs for each situation.

The platform has also developed its own logistics service, WishPost, which coordinates package routing from sellers to end customers. WishPost functions as a logistics aggregator, automatically selecting the best carrier for each shipment based on speed, cost and reliability criteria. This service includes real-time shipment tracking and enables better control of the end-to-end supply chain.

• China Post: Chinese national postal service, widely used for shipments from China. Tracking numbers typically begin with two letters followed by nine to eleven digits. It is the preferred option for economical shipments.
• ePacket: Popular option for small packages under 2 kg, offering a good balance between price and timeframes with estimates of 7 to 20 business days. Tracking numbers begin with the letter L followed by alphanumeric characters.
• DHL: International premium carrier used for express deliveries. Tracking numbers typically consist of ten digits or an alphanumeric combination. Ideal for urgent orders.
• FedEx: Major player recognized for the speed and reliability of its international services. Tracking numbers typically consist of 12 digits.
• UPS: Offers extended international shipping services with alphanumeric tracking numbers. Used primarily for deliveries to North America.
• USPS (United States Postal Service): Primary carrier for deliveries in the United States. Tracking numbers consist of alphanumeric characters followed by a series of digits.
• Royal Mail: British postal service used for deliveries to the United Kingdom with alphanumeric tracking numbers.
• Colis Privé: French carrier partner for final delivery in France.
• PostNL International: Dutch postal service used for deliveries in Europe.
• Swiss Post: Swiss postal service for deliveries to Switzerland.
• Post Luxembourg: Luxembourg postal service for the Grand Duchy.
• EMS (Express Mail Service): International express postal service for fast shipments.
• YunExpress: Carrier specializing in e-commerce shipments from China to Europe, with dedicated routes via Germany and France.

In Europe, Wish packages may be routed by different carriers depending on the delivery method chosen and the shipment origin. The special WishPost-YunExpress line, which transits through Germany, offers real-time tracking and optimized timeframes of 5 to 10 business days for European deliveries. For standard shipments via China Post or ePacket, packages are typically handed over to the destination country's national postal service for final distribution.

The format of tracking numbers varies significantly depending on the carrier used. Customers can find their tracking number in their order details on the Wish website or mobile application. This number allows real-time package tracking on the relevant carrier's website or via universal tracking platforms.

What are Wish delivery times?

Delivery times on Wish vary considerably depending on several parameters, including the seller's country of origin, final destination, the selected shipping method and any customs procedures to be completed. Generally, customers should expect timeframes between one and six weeks for standard international deliveries, although faster options are available for additional fees.

For deliveries to Europe from China, the primary country of origin for Wish sellers, timeframes typically range between 8 and 30 days depending on the service chosen. Optimized routes such as WishPost-YunExpress allow significant reduction of these timeframes to 5-10 business days by transiting through European logistics hubs. Standard China Post or ePacket shipments typically require 15 to 30 days, potentially extending to 45 days in certain exceptional cases.

• Standard delivery: The most economical option using traditional postal services and partner carriers. Timeframes range from 15 to 45 days depending on destination and package origin. This is the preferred choice for patient buyers seeking to minimize fees.
• Express delivery: For customers in a hurry, Wish offers accelerated shipments via DHL, UPS or FedEx. This option significantly reduces delivery time to 5-15 days, but incurs higher shipping fees.
• Wish Express: Premium service guaranteeing delivery typically within one week. It relies on local warehouses and express providers to accelerate routing. Eligible products are identified with a specific badge.
• WishPost to Europe: As an economical or standard option with guaranteed tracking, timeframes are 7 to 12 days for major European countries such as France, Germany, Norway, Switzerland, Luxembourg, Denmark, Belgium and the Netherlands.
• WishPost-YunExpress: Special route transiting through Germany with a total timeframe of 5 to 10 business days for major European destinations.

The estimated delivery date displayed on each product takes into account several elements: processing time by the seller, which can vary from 1 to 5 days depending on merchants, international transit time, any customs clearance delays and distribution time by the final carrier. This estimate is generally reliable, but unforeseen circumstances can occur, particularly prolonged customs inspections, weather-related setbacks or occasional logistics difficulties.

Deliveries to rural areas or remote territories may require additional timeframes compared to major urban centers. Similarly, periods of high commercial activity such as end-of-year holidays, Singles Day (November 11) or seasonal sales can cause delays due to the influx of orders to process. Wish displays an overall successful delivery rate exceeding 95%, testifying to the reliability of its logistics network despite the complexity of international routing.

It is recommended to carefully review the delivery estimates displayed on each product page before placing an order, as these can vary significantly from one seller to another and from one product to another, even for similar items.

What are Wish shipping fees?

Wish's pricing policy regarding shipping is characterized by its transparency and flexibility. Unlike some platforms that apply a single flat shipping fee per order, Wish calculates shipping fees individually for each item. This approach is explained by the fact that products may come from different sellers, located in various countries, and using different carriers depending on their location and logistics agreements.

Shipping fees depend on several factors: the weight and dimensions of the package, the delivery address, the seller's country of origin and the selected shipping method. These fees are calculated and displayed clearly when placing an order, before shopping cart confirmation, allowing the buyer to know the total amount to pay including the product price and shipping fees. No unpleasant surprises should be expected as the displayed price is the final price.

• Free shipping: Many products offer free shipping, typically for lightweight items sent in standard mode. Simply filter your search to display only these products. Free shipping is often offered with first purchases.
• Flat rate: Wish offers flat shipping fees of $2.99 for orders over $10 on eligible items. This system simplifies fee calculation for combined purchases.
• Variable fees: For bulkier or heavier items, shipping fees are calculated on a case-by-case basis according to actual package dimensions and weight.
• Express supplements: Choosing express delivery via DHL, FedEx or UPS incurs significant additional fees, typically $5 to $20 depending on weight and destination.
• WishPlus Program: For $4.79 per month, subscribers benefit from free shipping on eligible items, $6 in monthly Wish Cash and access to exclusive offers.

Wish regularly launches promotional campaigns including free shipping on a selection of items or on the entire order above a certain amount. These promotions are particularly frequent during major commercial periods such as Black Friday, Cyber Monday or seasonal sales. New users often benefit from welcome offers including free shipping on their first purchases.

It is important to note that customs fees and import taxes are not always included in the displayed price. For orders from countries outside the European Union, customs duties may be claimed at delivery if the declared value exceeds current thresholds. Since July 2021, import rules in the EU have been modified, with VAT applied to all incoming packages regardless of value. Wish generally collects this VAT at the time of purchase for shipments to the EU, thus avoiding unpleasant surprises upon receipt.

To optimize shipping fees, it is advisable to group your purchases from the same seller when possible, as some merchants offer shipping fee discounts for combined orders. Using promo codes dedicated to free shipping, regularly distributed by the platform, also allows substantial savings.

What are Wish delivery options?

Wish offers several delivery options allowing customers to choose the shipping method best suited to their needs, whether it is to prioritize economy, speed or convenience. This flexibility is one of the platform's strengths, which strives to offer delivery solutions adapted to all buyer profiles and situations.

Home delivery remains the most common option, with the package deposited directly in the mailbox for small shipments or handed over in person by the mail carrier or delivery person for larger packages. In case of absence, a notice of attempted delivery is left allowing package pickup at the post office or carrier depot according to local procedures in effect.

• Standard home delivery: The package is delivered to the address provided when ordering. For small packages, mailbox deposit is preferred. Bulky packages require a signature.
• Wish Local pickup point delivery: Wish has its own network of pickup points called Wish Local. These partner stores, open a minimum of 40 hours per week Monday through Saturday, allow package pickup near your home according to your availability.
• Wish Pickup: Service allowing package pickup at partner local stores. This option offers reduced shipping rates and increased flexibility regarding pickup location and time.
• Ship to Store: Delivery option to partner store. To pick up the item, present the scannable QR code received via the application. The store cannot provide information without this code.
• Express delivery: Accelerated routing via major international carriers (DHL, FedEx, UPS) with detailed tracking and guaranteed timeframes.
• Wish Express: Premium service with guaranteed delivery within one week thanks to use of local warehouses and express providers.

The Wish Local network allows customers to have orders delivered to partner local businesses. When validating the order, the pickup point option is offered with a list of available stores near the delivery address. Once the package is received by the pickup point, it scans the QR code associated with the order and the customer automatically receives a notification on their mobile via the Wish application inviting them to pick up their package.

Tracking notifications are a key element of the Wish delivery experience. Customers receive alerts at each important stage of routing: shipment confirmation, customs clearance, arrival in the destination country, delivery in progress and delivery completed. These notifications are sent via the mobile application and by email, allowing real-time package tracking without having to manually log in.

It is important to note that the pickup point retrieval timeframe is limited. If the package is not picked up within the allotted time, typically 14 days, it will be returned to the sender and no refund can be requested. It is therefore essential to monitor notifications and pick up packages promptly after they become available.

What should I do if my Wish order is lost or damaged?

Complaint handling on Wish follows a structured procedure allowing customers to report any issues encountered with their order and obtain appropriate resolution in the form of refund or product replacement. Whether your package is lost, stolen, damaged or not matching the description, the platform provides several channels to file a complaint and obtain compensation in the form of refund or product return.

The first step is to check your order status in your purchase history on the Wish website or application. It is common for packages from China to experience transit periods without tracking updates, particularly during customs clearance or carrier transfers. Before filing a complaint for a lost package, it is recommended to wait at least a few days beyond the maximum estimated delivery date.

• Package not received: If your order has not arrived within the announced timeframes, log into your Wish account, access your order history, select the product in question and click the problem reporting option. You can indicate that the package was not received.
• Lost package: After 30 days without delivery from the estimated date, you are entitled to request a full refund. Select the "Lost Package" option in the complaint form.
• Damaged package: Take photos of the damaged packaging and product upon receipt. This evidence will be necessary to support your claim. Submit your complaint via the application by attaching the photos.
• Non-conforming product: If the received item differs significantly from the description or photos, document the differences and submit a complaint with supporting evidence.
• Stolen package: In case of theft after confirmed delivery, first contact the relevant carrier then report the situation to Wish via the dedicated form.

The timeframe to file a complaint is 30 days from the estimated delivery date. Beyond this period, it becomes more difficult to obtain a refund, although Wish reviews requests on a case-by-case basis depending on circumstances. For complaints related to damage or non-conformity, it is crucial to keep the product and original packaging until the dispute is resolved.

Wish is legally required to refund the order price as well as standard shipping fees within a maximum of 14 days following complaint acceptance. If the platform offers you a refund in the form of Wish Cash credit, know that you can refuse this proposal and demand a refund to your original payment method. The amount will then be credited to the credit card or PayPal account used during purchase within 5 to 10 business days.

In case of persistent disagreement with Wish's decision, several remedies are available. If you paid via PayPal, you can open a dispute directly with PayPal who will arbitrate between the parties. For European users, the possibility of filing a complaint with a commerce mediator such as the FEVAD (French e-Commerce and Distance Selling Federation) exists, provided you have previously attempted to resolve the dispute directly with Wish. The competent court for disputes concerning European customers is located in the Netherlands.

How to contact Wish?

Wish's customer service is accessible through multiple channels allowing users to ask questions, report problems or obtain assistance regarding their orders. Although the platform prioritizes digital contact methods, several options are available to communicate with support teams.

The simplest and quickest way to contact Wish remains using the help center integrated into the mobile application and website. This interface allows you to navigate frequently asked questions, view tutorials and usage guides, and submit specific requests via dedicated forms. The ticket system allows structured tracking of exchanges and guarantees traceability of requests.

• Online help center: Accessible 24/7 via Wish.com or the mobile application, the help center provides answers to the most common questions and forms for specific requests.
• Integrated chat: A chat feature is available for certain requests, allowing real-time exchange with an advisor or automated assistant.
• Contact form: For complex complaints and requests, a detailed form allows submission with all necessary information and supporting documents.
• Telephone (United States): The number 001 800 266 0172 is accessible during US business hours, 8am to 8pm local time. Exchanges are primarily in English.
• Email: The address [email protected] allows you to send requests by electronic mail, although response times may be longer.
• Postal mail: For formal complaints, the headquarters address is: One Sansome St, 40th Floor, San Francisco, CA 94104, USA. Writing in English is recommended.
• Social networks: Wish is present on Facebook, Twitter and Instagram where teams can respond to messages and comments.

For non-English speaking users, language barrier may be an obstacle, with customer service being primarily English-language. It is however possible to use the help center which offers an interface translated into several languages, and contact forms generally allow expression in your own language. For telephone calls to the United States, take into account the time difference depending on your location.

User feedback regarding Wish's customer service is mixed. Some report quick responses and efficiently resolved problems, while others report long response times and difficulty obtaining satisfaction. The key to a successful complaint often lies in the quality of evidence provided (screenshots, photos, tracking numbers) and the clarity of the request formulated.

In case of unresolved disputes to satisfaction, European consumers have additional remedies available. The European Union's online dispute resolution platform allows reporting differences with online merchants. It is also possible to request intervention from consumer associations or approved mediators to facilitate amicable conflict resolution.

Understanding tracking statuses

When you track a Wish package online, different statuses may appear to indicate your shipment's progress. These statuses reflect the different stages of routing, from pickup by the seller to final delivery. Here are the main statuses and their meanings: