Customer Care
At Wuva, we're here to make your experience as smooth as possible. If you ever need support, you can reach our team using the options below.
Our team is available Monday to Friday, 10 am - 4 pm, excluding bank holidays.
General
Why choose Wuva?
Life moves fast — so should your stuff.
Families grow, needs change, and what feels essential today might be forgotten tomorrow. Wuva makes it easy to subscribe, lease, or buy the products you need — without the cost, clutter, or waste of buying things you'll only use for a season.
Better value, less waste
Why spend big on something you'll only need short-term? With Wuva, you can subscribe or lease monthly and pay only for as long as you need it. When you're done, items are refurbished and rehomed — giving them a longer life and reducing their environmental footprint. Or if you know you'll use it for years, just buy outright.
Flexibility built in
From bikes and prams to everyday essentials, Wuva adapts as your needs change. Swap, return, or upgrade your subscription in just a few clicks, so your products always fit your life.
Trust and care
Every subscription and lease includes servicing, repairs cover, and support from our small, dedicated team. We take care of the hassle so you can focus on the moments that matter.
Where can I use Wuva?
Wuva is available throughout England, Scotland, and Wales - wherever you are, we’ve got you covered.
Do you provide insurance?
Coverage depends on the product, so please check your rental contract or get in touch to confirm. We currently offer protection options that help limit what members pay for loss or damage, and we’re working on expanding our insurance offerings in the future.
Should I buy or rent?
At Wuva, we're rethinking how people access the things they need. Instead of buying products that sit unused most of the time, you can subscribe or lease flexibly - paying only for as long as you need them. And if you know something is a long-term keeper, you can buy it outright too.
When you're done with a subscribed or leased product, we'll collect it, refurbish it, and make it available for the next member. This means fewer items gathering dust and more kept in circulation - reducing waste and making consumption more sustainable.
With Wuva, you get the freedom to try products, switch between options, and access what you need on your terms - all while contributing to a greener, more efficient system. No more clutter, no more unused purchases - just convenient, flexible, and sustainable access to what you need, when you need it.
Do I need to keep the box?
For subscription or rental orders, please keep hold of the original box, as you’ll need it to return the item to us at the end of your hire. If the box is lost or damaged, no problem. We can send a replacement for £30, which covers the box and delivery.
How do I make a complaint?
At Wuva, we take complaints seriously and are committed to handling them fairly, transparently, and efficiently. If you have any concerns about your order, subscription, lease, or purchase, here's how to get in touch.
Contact us directly
- By email - Send us a message at hello@wuva.com. Please include your account details, the nature of your complaint, and the outcome you're looking for.
- By live chat - Reach our customer service team via Live Chat, available Monday to Friday, 10am - 4pm.
- In writing - Wuva Ltd, Kings House, 174 Hammersmith Rd, London W6 7JP. Include all relevant details so we can resolve things quickly.
What happens next
- We'll acknowledge your complaint within three business days.
- We'll carry out a full investigation and aim to provide a final response within eight weeks, in line with FCA guidelines.
- If we need more time, we'll keep you updated on progress.
Further steps
If you're unhappy with our final response, or eight weeks have passed since you submitted your complaint, you can escalate to the Financial Ombudsman Service (FOS) at https://www.financial-ombudsman.org.uk.
Wuva is committed to resolving your concerns promptly and fairly, in line with all regulatory requirements.
How do I update my contact or payment details?
Log in to your Wuva account on our website, then head to Account Settings to easily update your contact details and payment information.
How much does it cost?
The cost varies depending on the product you choose, with pricing based on factors such as the item's value and maintenance requirements. Wuva offers flexible subscription and lease plans designed to suit different needs and budgets. Your only costs are the monthly payment plus delivery and collection fees - there are no hidden charges.
The exact monthly cost for your chosen plan will be clearly shown before you commit, whether you're subscribing, leasing, or buying outright.
How does the minimum term work?
The minimum term works as follows:
- Plan period - Your hire agreement starts when Wuva makes the product available to you and continues for the minimum term, then rolls into monthly periods until you choose to end it.
- Early termination - You can end the agreement after the first four weeks by giving at least two weeks' notice.
- Early exit fee - If you cancel before the end of your minimum term, an early exit fee applies. This is calculated as the total remaining monthly payments due for the minimum term, capped at a maximum of two months' payments.
- Monthly discount - If you commit to a minimum term longer than three months, you may receive a reduced monthly rate. This discount is used as the basis for calculating any early exit fee if you cancel before the term ends.
Your specific minimum term and any applicable discount will be clearly set out before you commit.
Do you require a soft credit check?
We conduct credit assessments for all new subscription members as part of our verification process to ensure the security of our service and protect our community.
What type of credit check do you use?
We use soft credit checks - non-intrusive background checks that don't impact your credit score. These are routine checks that many companies perform regularly.
How does it work?
We do a quick review of publicly available credit data to verify your identity and assess your eligibility for a subscription.
Will it affect my credit score?
No. Soft credit checks have no impact on your credit rating and won't appear on credit reports that other lenders can see.
Account Management
How do I access my account?
To access your Wuva account:
- Log In to your Wuva account using your registered email and password
- Click "Subscriptions" from your account dashboard
- View Your Rentals - you'll see all your active and cancelled subscriptions listed
From the Subscriptions section, you can:
- Monitor your current rentals
- View rental history
- Request returns for active subscriptions
- Check payment dates and amounts
- See any upcoming collection or delivery arrangements
If you've forgotten your login details, you can use the password reset option on the login page, or contact customer service for assistance accessing your account.
When will I be charged?
Subscriptions
For subscriptions, payments work as follows:
- Initial payment - Your first monthly payment is charged when your subscription request is accepted.
- Ongoing payments - Your card is automatically charged monthly on the same date you first checked out.
- No manual payments - Nothing to remember. It's all handled automatically through Wuva's payment system.
One-time purchases
For outright purchases, payment is straightforward:
- Single payment - The full amount is charged at checkout when you place your order.
- No recurring charges - That's it. No ongoing payments to worry about.
- Immediate processing - Payment is taken as soon as you confirm your order.
How do I cancel my subscription?
Through your Wuva account
- Log into your account online
- Request a return for your subscribed item
- You'll receive an email to arrange a convenient collection date
- Once we receive the item back in good condition, your subscription is cancelled
Through customer service
Contact our customer service team and we'll guide you through the process.
Important things to know
- Notice period - You must give at least two weeks' notice, after the first four weeks of your subscription
- Early exit fees - If you cancel before completing your minimum term, an early exit fee may apply
- Item condition - Your subscription is only cancelled once we've received and inspected the item
- Final charges - Any outstanding payments or charges for damage will still need to be settled
Cancelling is straightforward - request the return through your account, arrange collection, and once we confirm the item is back in good condition, you're done.
Delivery & Return
When will my item be delivered?
Delivery timeframes
Our standard delivery time is 3-5 days from when your order or subscription is confirmed. You can choose your preferred delivery date during checkout to make sure it works for you.
Availability
Most items are readily available, but some products may take a little longer depending on stock levels and location. We'll always confirm the expected delivery timeframe before you complete your order.
Rush deliveries
Need it sooner? Contact us and we'll do our best to expedite delivery where possible.
Delivery notifications
You'll receive updates throughout the process, including confirmation when your item is dispatched and tracking information so you know exactly when to expect it.
For collection and return timeframes, see our Returns page.
Which courier service do you use?
We use a range of courier services depending on the specific item being delivered. Different products may require specialised handling, packaging, or delivery methods, so we select the most appropriate courier partner for each rental to ensure your item arrives safely and on time.
Our courier selection is based on factors such as:
- The size and nature of the item
- Your delivery location
- The level of care required for the product
You'll receive tracking information and delivery updates regardless of which courier service is handling your delivery, so you'll always know when to expect your item.
How do I return my product?
Through your Wuva account
- Log into your account online
- Request a return for your item
- You'll receive an email with return instructions and next steps
- Once we receive the item back in good condition, your order will be processed accordingly
Through customer service
Contact our customer service team and we'll guide you through the return process.
How we'll collect it
Once we receive your return request, we'll arrange the most appropriate method and send you detailed instructions. This will either be:
- A return label for postal drop-off
- A courier collection arranged at your convenience
Important things to know
- Proof of postage - Always keep proof of postage when returning items
- Item condition - Items must be returned in good condition
- Notice period - For subscriptions, you must give at least two weeks' notice after the first four weeks
- Early exit fees - If you're ending a subscription before completing your minimum term, an early exit fee may apply
- Final charges - Any outstanding payments or charges for damage will still need to be settled
Damage, Loss & Theft
What is your damage policy?
Wear and tear
We understand that items experience normal wear and tear through regular use. We cover the costs of minor refurbishments and maintenance as part of our service.
Damage beyond normal use
If an item sustains damage beyond normal use, repair costs may apply. For items that cannot be repaired, are lost, or stolen, you may be charged up to the full replacement value. Please contact us immediately at hello@wuva.co.uk so we can assess the situation and agree the best course of action.
Preventing damage
We provide care instructions with every order. Following these helps keep the product in good condition and avoids unnecessary charges.
Assessment process
Every case is evaluated individually based on the nature and extent of any damage, with charges reflecting the actual cost of repair or replacement as outlined in your agreement.
If your product is lost or stolen
- Report to the police - Contact the police and obtain a crime reference number
- Notify Wuva - Contact us immediately at hello@wuva.co.uk or via live chat with your crime reference number
- Stop using the product - If it has been damaged, cease use immediately
We'll take steps to locate the item, but if it cannot be recovered you may be responsible for charges up to the Reasonable Replacement Cost as specified in your agreement.
Replacement costs and charges
- Accidental damage - Repair costs may apply, assessed case by case
- Lost, stolen, or beyond repair - You may be charged up to the Reasonable Replacement Cost, determined as the fair market value at the time of loss or damage, taking into account the age, condition, and expected remaining useful life of the item
- Deposit - Any charges may be partly or wholly recovered from any deposit you have paid
- Tracking technology - Some products are fitted with trackers to help locate them if reported lost or stolen. You will be informed if your product contains one
Your responsibility
You are fully responsible for the product throughout your agreement, including any damage or loss caused by family members, friends, or anyone else using the item with or without your permission. If you have received written permission from Wuva to add authorised users, you remain responsible for their use and must ensure they comply with the agreement.
We recommend checking your home insurance policy to see if it covers items in your possession under a Wuva agreement.
What should I do if my product is lost or stolen?
If your rented product is lost or stolen, you should take the following steps immediately:
- Report to Police: Contact the police and obtain a crime reference number
- Notify Wuva: Contact us immediately at hello@wuva.co.uk or through our live chat with your crime reference number
- Stop Using: Cease using the product immediately if it's been damaged
Wuva will take necessary steps to locate the item, but if it cannot be recovered, you may be responsible for paying charges up to the Reasonable Replacement Cost as specified in your rental agreement.
Do you have tracking on your products?
Tracking Technology: Some of our products are fitted with tracking technology to help establish their location if they're reported lost or stolen. You will be informed if a product contains a tracker.
Recovery Efforts: We use this technology as part of our efforts to locate and recover missing items, but you remain responsible for the product while it's in your possession.
What if someone else damages or loses my rented product?
Your Responsibility: You remain fully responsible for the product during your rental period, including any damage or loss caused by family members, friends, or anyone else using the item with or without your permission.
Authorised Users: If you've received written permission from Wuva to add authorised users, you're still fully responsible for their use of the product and must ensure they comply with the rental agreement.
Insurance: We recommend checking your home insurance policy to see if it covers rental items in your possession.