Return and Exchange

RETURNS PROCESS

To Return an item in your order, simply create a Return Merchandise Authorization (RMA), and you can print a return label on website. Once you create a RMA, you must ship your package back within 1-5 business days.

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.

Please follow the steps below to create a RMA for your purchase.

US customer

If you purchased your order through your W account:

  1. Log into your account and click "My Orders".
  2. Find the order you would like to return and click on "Return"
  3. Click the item you would like to return, click the reason for the return, and fill in the return quantity.
  4. Click "SUBMIT"

Guest Orders:

  1. If you'd like to make a return but did not have an account when the order was placed, please go to "Track Order" page.
  2. Enter your order number, email address or last name.
  3. Click "Return" and follow the steps to complete your request.

You can find the Shipping Label in “MY Returns”

Once your return has been received and processed, you will be notified via email.

Returns are processed within 1-5 business days of receipt. Please allow an additional 1-5 business days for your refund to be re-adjusted back to your account.

Please drop off your package at your nearest UPS location and ship out within 1-5 business days. If you choose to arrange a pick up by UPS, these fees will not be covered by W Concept.

Overseas customer

If you purchased your order through your W account:

  1. Log into your account and click "My Orders".
  2. Find the order you would like to return and click on "Return"
  3. Select the item you would like to return, click the reason for the return.
  4. Click "CONTINUE"
  5. Please print a return label

Guest Orders:

  1. If you'd like to make a return but did not have an account when the order was placed, please go to "Track Order" page.
  2. Enter your order number, email address or last name.
  3. Click "Return" and follow the steps to complete your request.

Please drop off your package at your nearest DHL location and ship out within 1-5 business days. If you choose to arrange a pick up by DHL, these fees will not be covered by W Concept.

Returns Policy

Returned items must be eligible for return, and will be refunded to the original form of payment

Please ensure that all items are returned new, unused, and with all W Concept (and Brand) original packaging. This includes the protective plastic cover, garment bags, dust bags, and tags still attached. Shoes must be returned within their original boxes. For hygienic purposes, underwear, pierced jewelry, make-up and skincare products may not be returned or exchanged. Naturally any faulty items can be returned. Any non-faulty items that are not in their original condition, suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and sent back to you.

Returns that do not meet our policy requirements or are not eligible for re-sale will not be accepted and will be returned to the customer.

A return fee of $12.00(USD) will be deducted from your refund. When creating your RMA, please select all items you would like to return. The return fee will be charged per RMA/ label created.

Late Returns
Items you wish to return must be returned within 14 days of receiving the last item in your order. Returns outside of this limit will only be accepted at our discretion.

Returns on Special Orders
All special orders, Made-to-order items, are non-refundable.
Merchandise purchased on sale for 50% off or more, and items marked as Final Sale are non-refundable and may not be returned.

Clothing
All clothing must be returned in their original packaging, ie: protective plastic covering, garment bags, and tags attached. Please be careful when trying on your new items if still considering returns. Small stains, makeup, and dye stains from other clothing will be reason to reject a return. Swimwear items must be returned in unopened and undamaged product packaging, where applicable.

Bags
Please keep handbags in their original condition. When handling light-colored bags, please keep caution with other clothing and dyes, to prevent stains.

Shoes
Please maintain the original condition of shoes. Shoes will only be accepted for return if the soles are not marked or scratched from wear, and the condition of the shoe box is maintained. Dust bags and shoe boxes are a part of the product and must be included in your return. Please use a separate box to put your shoe box in when returning to protect from damage.

Damaged / Faulty Goods
If there was a mistake on the part of W concept, or in the case an item was faulty or damaged when received, customers will be reimbursed for both delivery and return shipping charges, and you may return it for a refund.

For any return or cancellation requests, W Concept reserves the right to offer W points in place of a monetary refund on a case by case basis. W points are valid for 5 years from the date of issued. This does not affect your statutory rights.

Exchanges
W concept does not accept exchanges. Customers must follow the return process (stated above) for any unwanted products, and will need to place a new order for their desired product.

W concept is not able to alter orders once they have been placed. Refused packages are subject to a re-stocking fee of $12.00. If you would like to change the size of an item in your order, the item will need to be cancelled, and a new order must be placed.

Cancellation
You cannot cancel any items that are already at the “ Shipped by the Brand ” status. If your order has already shipped and cannot be modified, you may follow our return policy.

Refused packages are subject to a re-stocking fee of $12.00 which will be deducted from the refunded amount.

Final sale / Made-to-order items cannot be cancelled without reference to shipping status.

W concept reserves the right to cancel orders anytime without reference to shipping status.