RETURNS
RETURNS POLICY
We hope you love your purchase but if you’ve changed your mind, no worries – we offer flexible and complimentary returns within 28 natural days of purchase (in store) or delivery (online) as long as the conditions are met.
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
- When trying on footwear, please help us take care of our products by trying them indoors and making sure you don’t damage the shoe box.
- Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact please.
- Please make sure that hosiery, lingerie and swimwear items are returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable. Help us facilitate your returns by trying them on your own undergarments. We will not accept any returns that have been worn or are soiled.
- Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.
- Jewelry must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
- Please keep in mind that certain brands have their own return & refund conditions. You can find these specific conditions under ´returns´ when you view a product. In addition, some products may have a ´non-returnable´ tag, in which case they cannot be returned or exchanged.
List of non-returnables items:
- Made-to-measure, made-to-order, altered, or personalized items
- Newspaper, magazines, books with removed protective seal
- Flowers
- Event tickets
- Individual items from a pack
- Perishable hampers (e.g. food & drink hampers)
- Face coverings
- Food & drink
- Makeup and Cosmetics that have been opened, tested or used.
- Unsealed bedding: mattresses, duvets, etc
- Unsealed sexual wellness toys
- Evening-wear/products that have a ´non-returnable´ tag.
- Refurbished items.
How do I return something to you?
For online purchases:
1) To start a return online: log into My account, go to My orders/ Return an order and follow the process.
Please contact [email protected] and we will inform you how to easily make the return from the section included in “My account” on our website.
Once we receive the product in our warehouse and verify their conditions according our return policy, you will receive a refund in the same form of payment (excluding initial shipping costs).
If more than 28 calendar days have passed since you received your order, the product cannot be returned.
2) If you want to return the product in our Wow concept physical store: present the product to any of our Wowers within 28 calendar days of purchase, along with the email with your order number, and they will help you obtain your change or refund.
For purchases done at Wow concept Store in Madrid:
You only need the purchase receipt and show it to any of our Wowers, in our physical store in Madrid, Gran Vía 18.
If you live outside the Community of Madrid please contact [email protected] and we will inform you about how to proceed.
If more than 28 calendar days have passed since you purchased your order, the product cannot be returned.
How can I return something from outside Spain?
At the moment it is not possible to return any purchase from outside Spain.
How can I get a new Return label?
Please, contact with [email protected] and will help you to get a new one.
How long will it take for my refund to be issued?
If the item was returned in our store, the refund may take up to a maximum of 7 days to be issued (not immediate).
If the item was returned online, the refund will be issued once the returned order has arrived at our WOW warehouses. You will receive an email confirmation of the return and it may take up to 10 business days depending on your bank.
You will receive a full refund of your purchase in the same payment method you used to make the purchase, excluding shipping costs.
How do I know if my order is returnable?
All orders have a maximum of 28 natural days to start the return process. You will find the return option available at your account space on our website.
Check our non-returnable items or contact our Customer service team for more detailed information: [email protected].
All orders have a maximum of 28 natural days to start the return process. You will find the return option available at your account space on our website.
Check our non-returnable items or contact our Customer service team for more detailed information: [email protected].
What happens if I want to return an order later than 28 days?
Any item should be returned within the 28 day period. Returns done outside of this timeframe may be accepted at WOW discretion, and will only be refunded into store credit. If this is the case, please contact our customer service team [email protected]
How can I track my return?
When the return process has been confirmed, you will receive a tracking number to check the return status until its reception by our warehouse. You will receive a confirmation email, once the order has been received by the warehouse and also once your refund has been made.
Can I return only one item of an order of various items?
Yes, you can return one specific item without having to return the entire order. Login into your account, select “my orders”, then select the item you want to return and follow the process.
Can I return an item for an exchange instead of a refund?
Through our online store you will only be able to return your purchase for a refund.
If you want to exchange an item, you will have to go directly to our store in Madrid, Gran Via, 18 with the purchase ticket or online order. You will be able to exchange the item as long as the item is in stock, or get a refund.
Can I choose the return courier company?
We currently work with DHL. You will receive a return label and a tracking link in your email.
What should I do if my refund is incorrect?
If your refund is incorrect please contact our customer service team at [email protected]. Please, bear in mind that shipping costs will not be refunded since the delivery charge is based on a service already done.
Can I return more than one order in the same parcel?
Unfortunately, in order to be able to properly track the returns, each order needs to be returned separately.
What happens to my refund if my card is no longer in use?
If your credit/debit card is no longer in use after you have returned the items, a refund is still possible. Please follow the standard procedure, your bank will deposit the amount in your account.
Contact Customer Service in case you do not receive it and we will take care of it.
I lost the delivery bag/box, how can I package my return?
You can use any box of your choice. Just make sure that the package is closed properly to avoid any spilling of the items, and that the products include their original package (i.e trainers must include their original box). Also, remember that each order needs to be returned separately.
I received a gift, can I return it?
If you have the receipt or the purchase confirmation email, you can exchange or return your product in our store in Gran Vía, 18 (Madrid).
If you want to return it online, please contact [email protected] and we will help you through it.
Do you refund the cost of delivery if I return something?
Unfortunately, since the delivery charge is based on a service already done, there will be no return for it.
CONTACT US
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PHONE
+34 917517831
Monday - Friday: 09 - 20 I Sat: 10 - 18
