ORDER

 

ORDER STATUS

 

I did not receive an order confirmation email, is my order successful?

1. Make sure you are checking the email used for your W Concept account.

2. Check your spam folder and remove this contact from spam.

3. Contact hello@wconcept.com for further assistance providing your order number and date the order was placed.

 

Where is my package?

Login and go to: My Orders > View order > Click “Tracking my item”

1. Ordered: Customer’s order is successfully placed.

2. Preparation by the brand:  Vendor has received your order and is preparing your order. 

* Pre-order / Made-to-order items may remain in this stage for about 5-10 days longer than Standard/Priority shipping items.

3. Shipped by the Brand: The vendor has shipped the item to our W Messenger center.

* Once your item has been 'Shipped by the brand', your tracking number will be available within 3-4 business days. If the status icon does not change for more than 4 days, please contact our customer service.

4. Arrived at W Messenger center: The item has arrived to our W Messenger center (S. Korea, US, or China).

5. Out for Delivery: The item has shipped out from our W Messenger center. Your tracking number will be updated within 1-2 business days.

6. On The Way: Your package is on the way! Your tracking number is now available.

 * If you have not received your tracking number, please check your email (spam, junk folders).

7. Delivered: Delivery has been completed.

 

How can I see my order information if I paid using an Amazon account?

1. Login into our site using your same Amazon ID and Password.

2. Please find the section called "My Orders" and find your order through this method.

3. Click ‘View Orders’ and click “Tracking my item” to view full details of the order status.

 

 

CANCELLATION

 

How can I cancel my order?

[For US customers]

1. Login and go to : My Orders > View Order > Click “Cancel This Item”

2. Guest Orders: Track Order > enter your order information > Click “Cancel This Item”

*If your order was placed within the past 24 hours, please allow some time for your order to be cancelled. Once your cancellation has been approved, you will receive a cancellation confirmation email.

*Please check the status of each item in your order - only item(s) that have not yet been Shipped by the Brand will be eligible for cancellation. Items that have already shipped out by Brand will have to be received and returned if you do not wish to keep them.

 

[For International customers]

Please contact our Customer Service hello@wconcept.com as soon as possible to cancel your order.

*Please check the status of each item in your order - only item(s) that have not yet been Shipped by the Brand will be eligible for cancellation. Items that have already shipped out by Brand will have to be received and returned if you do not wish to keep them.

 

Can I partially cancel my order?

[For US customers]

My Orders > View Order > Click “Cancel This Item” – This will only cancel a particular item in your order

*If the item has already been Shipped by the Brand, you will not be able to complete this request.

  

 

PAYMENT

 

Why will PAYMENT FOR MY ORDER not go through?

1. It’s possible that your billing address/information entered did not match with the information of your bank account.

2. Please try another payment method to complete this order.

3. Please confirm there are enough funds in your account before placing your order.

 

What should I do if my payment was declined / order unsuccessful?

1. If your order is unsuccessful/ did not receive an order confirmation email, but you think you were charged…

   Please allow 4-5 days for this amount to disappear from your account.

2. Depending on your bank or credit card company, you may see a “Pending” status on your account even if it was declined. 

3. You will not be charged for any pending charges.

4. If you want to double check this, we can confirm this on our payment/order system.

5.Please send us the card holder’s name / the last 4 digits of your debit/credit card to hello@wconcept.com for confirmation of any pending charges.

 

- What should I do if I was charged twice?

1. Please allow 1-3 business days for the initial transaction to disappear from your account.

2. You will NOT be charged for any pending amounts.

3. If you continue to see any duplicate transactions after this period of time,

    contact hello@wconcept.com for assistance with your order number, card holder’s name, & date of transaction.

  

 

SHIPPING

 

TRACKING

 

What if I cannot find my tracking number?

If you don’t have your tracking number 2-4 business days after the “Out for delivery” status in “Tracking my item”:

1. Please send us your order number / item name / SKU number / how long the tracking status has not been updated.

2. You will receive an answer within 24 hours from our customer service team.

*We will send you a shipping confirmation email once your package has shipped out!

 

 

CUSTOMS DUTIES AND TAXES

 

Why am I charged a customs duty fee?

When ordering from W Concept, the customer is considered the "importer" of the merchandise and will be held responsible for any customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary by country and these tax and duties fees cannot be predicted. W Concept will not be held responsible for these fees. The purchaser is responsible for any duties or taxes associated.

[For US customers]

Duty fees may be applied to orders or shipments valued at $800 or more. This fee will be paid to the shipping carrier upon delivery. Due to our partial shipping process, we will ship your items in your order as they are readied, so your entire order may not all ship at once. W Concept will not be held responsible for these fees.

 

[For International customers]

We include the cost of taxes and duties in your order, so you won’t need to pay any additional fees when you receive the package. These are included at the final stage of checkout.

                                                                                                         

Will I be charged sales taxes?

[For US customers]

Sales Tax: If the product is shipping from the United States (noted in "Additional Information" on the product page), sales tax will be added to the item, and will be calculated at the checkout page, according to your shipping address.

 

How can I refuse my shipment?

 If you would like to refuse your package, please contact hello@wconcept.com for assistance with your order number, your shipment number, tracking number.

*If you would like to reject the package, please make sure you notify the collector that you REFUSE the shipment in order to receive your REFUND for this order. If the package is not refused, we will not be able to refund you for this order.*

 

 Refusal of the shipment will result in a deduction of $12.00 (Return shipping fee) from your refunded amount.

 You will be refunded within a maximum of 30 days after refusing your shipment.

   

 

MISSING PACKAGE

 

The shipping status shows it is delivered, but I have NOT received my package. 

*We offer partial shipping, so items in your order may be shipped out separately!

If your tracking information shows that your package was delivered, but you can't find it :

Within 48 hours of expected delivery…

 

1. Verify your shipping address.

2. Look for a notice of attempted delivery.

3. Look around the delivery location for your package.

4. See if someone else accepted the delivery.

5. *If the package has been delivered to the “Front Door” of the shipping address, the customer may be responsible to retrieve or find the package.*

 

Please note that you MUST notify us regarding your lost or stolen package within 7 business days after the delivery date.

If you contact us after 7th business day, we will not be able to help you with your lost or stolen package.

 *Please contact the shipping carrier for further assistance on locating you package.

 

Partial shipping - Will I receive the rest of my order?

Don't worry we didn't forget! We want our customers to receive items as fast as possible, so we will ship out products as they are available and ready to ship. The rest of your order will ship out as soon as it has been fully prepared.

  

 

RETURNS

 

RETURNS

 

What is your return policy?

1. Returns will be accepted within 14 days of your delivery date

2. There is a $12.00 USD return shipping fee (*deducted from the refunded amount).

3. Submit your return request once you have received all items in your order.

    - Due to our "Partial Shipping" process, items in your order may arrive at different times

    - The 14-day term will begin once you have received the last item in your order.

4. Made-to-Order and Items marked as FINAL SALE are not eligible for return.

For more information on our return policy, view our Return & Refunds Policy.

 

How much is the return fee?

There will be a $12.00 USD return shipping fee deducted from your refunded amount.

This return fee is charged for the return label sent to your email for your returning package.

If you choose to submit two separate return requests and receive two return labels, you will be charged a return fee per label used.

Please hold on submitting any return requests until all items in your order have been delivered.

 

How do I know if my return package has been received or not?

1. Please check your tracking number on your return label to see if your package has been delivered to W Concept.

2. If you have not received your refund, please allow 1-5 business days (from delivery) for your package to be completely processed by our returns department.

3. Please allow an additional 1-10 business days for your refund to be processed and adjusted back into your account (time varies upon bank / credit card company).

  

 

REFUNDS

My return has not been refunded yet! When will I receive my refund?

If you have not received your refund, please allow 1-5 business days (from day of delivery) for your package to be completely processed by our returns department.

Refunds are issued via the original payment method and will typically appear within 10 business days, depending on the processing time of your payment provider.

 

EXCHANGES

Can I exchange my order?

W concept does not provide exchanges. Customers must follow the return process (shown above) for any unwanted products and will need to place a new order for a new product. A return fee will not be applied in these cases.

 

 

WRONG / DAMAGED PRODUCTS

What should I do if I received the wrong/damaged product?

Please request a return on our website. Find the order you would like to return, click on "Return", and select your reason for return: [Wrong Item was sent] [Faulty/Damaged item] [Defective].

Please include a comment on your return request (description of damage on the product). You must apply for a return within 14 days of the delivery date. If your package exceeds our 14 days limit policy, we will have to return package back to you.

  

 

PRODUCTS

 

STOCK

 

Item out of stock? Will we re-stock these items in the future?

1. If an item is “out of stock”, in most cases we will not be re-stocking these items.

2. In rare cases for certain brands, we may re-stock certain styles.

3. For future updates for new stock on any particular styles please email the product name, SKU and size to Hello@wconcept.com.  We will contact you if we ever receive new stock.

 

SIZE GUIDE

 

Why can’t I select a size option? Why does the size or color option say One size/ One color?

 1. If there is no size or color options available in the drop-down box, please check to see if the color and size is combined in one of the options.

     -  For example: “BLACK_S” may appear in the color or size option. This means Color: Black / Size: Small.

 2. If there is a number next to the color, this may be referred to the size as well.

 3. Sometimes products may truly be “One Size” only (also called FREE Size).

  This means the style is a loose or oversized fit (size: XS-M). Please confirm the fit using the measurements provided in the product description.

 

How can I find my correct shoe size?

Men/Women's shoes sizes may vary at times by brand.

Please check the product description for any notes on sizes running small or large.

Please refer to our size chart for size conversions.

 

My size is not available on W Concept site, is it still possible to get the item?

No, unfortunately what you see on the site is all we have. We’re always adding new arrivals though, so be sure to check back and browse often!

         

GARMENT CARE

 

- Indicated below are general care instructions according to fabrics.

Please note that these are general recommendations. For more accurate guidelines, please follow the specific care instructions indicated on the product garment label.

 

Cotton

Machine wash in cold water, normal wash cycle

Tumble dry on low setting

 

Linen

Wash on low temperatures in lukewarm or cold, and preferably soft, water.

Use the gentle machine cycle and a mild detergent to protect the fibers.

 

Cashmere

Dry clean only. Do not wring, or twist

Lay flat to dry, away from direct heat or sunlight

 

Mohair

Dry clean only

Lay flat to dry, away from direct heat or sunlight

 

Wool

Hand wash in lukewarm or cold, and preferably soft, water.

Lay flat to dry, away from direct heat or sunlight

 

Silk

Dry clean only. Lay flat to dry

Iron inside-out on low setting

 

Denim

Machine wash inside-out in warm water, gentle wash cycle

 

Modal

Machine wash in cold water, normal wash cycle

Tumble dry on low setting

 

Nylon

Machine wash in cold water, according to cycle on garment label

Wash nylon separately from other types of fabric.

 

Neoprene

Hand wash in lukewarm or cold, and preferably soft, water.

Lay flat to dry, do not tumble dry

 

Polyester

Machine wash in cold water, normal wash cycle

Lay flat to dry

Iron inside-out on low setting

 

Rayon

Hand wash in cold water. Do not wring, squeeze, or twist

Lay flat to dry. Iron inside-out while still damp on low setting

 

Satin

Hand wash in cold water. Do not wring, squeeze, or twist

 

Viscose

Hand wash in cold water. Do not wring, squeeze, or twist

Iron viscose(rayon) clothing inside out.

 

Leather

Using a clean damp cloth, wipe gently to remove any dirt

 

Suede

Wait for the stain to dry, this is very important as you don't want to rub in the stain.

For dried stains, rub with a kneaded eraser or emery board. For heavier stains, blot with white vinegar and a clean towel. Repeat as needed until stain disappears. This can be used on both water and salt stains.

 

 

PROMOTION

 

What if my coupon code is not working?

1. Please make sure the code is eligible for the items in your cat and copied as shown.

2. Check the expiration date and which brand/promotion the code is applicable for.

3. Multiple coupon codes cannot be applied to one order.

 

How can I receive W points?

W Points are automatically placed into your account every time you:

   - Make a purchase!

   - Write a review on one of your favorite products!

 

Make sure you are logged into your account before placing your order to ensure you receive the proper amount of points.

These points may be spent towards any future purchase at checkout, as an additional discount to your order! Each earned point(s) expires in 365 days.

 

I would like a price adjustment on an item I ordered in the past.

Unfortunately, we do not offer price adjustments, or price matching.