Refund policy

We accept returns within 14 days of receiving your order, with the exception of the following categories, which are non-returnable:

• Custom-made or personalized items.
• Personal care products (e.g., cosmetics, perfumes, underwear, swimwear, earrings, etc.) if the packaging has been opened.
• Items purchased at a discount are considered final sale and cannot be returned.

1. Begin Return Request

• Log into your personal account and select the order you wish to return:

  https://account.wonrob.com/

• If your return is accepted, you will receive a "Return Requested" confirmation email. This email will include:

  • A copy of your return shipping label.
  • Step-by-step instructions for returning your items.
  • International commercial invoices (if applicable).

  Items sent back to us without first requesting a return will not be accepted.

2. Prepare Your Package

• Print and securely attach the return label to the outside of your package.
• For international orders, include three copies of the commercial invoices for the returned items inside the package. This ensures smooth processing through customs.

3. Refunds

• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
• Approved returns will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
• A fee of €15 per parcel will be deducted from your final refund amount.
• Original shipping charges are non-refundable.

If more than 15 business days have passed since we’ve approved your return, please contact Customer Care .

4. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

5. Taxes and Duties

• Customs duties paid upon receiving your order are the responsibility of the customer.
• Please contact your local customs office for guidance on reclaiming duties or taxes, if applicable.

6. Return Condition

• Items must be returned in their original condition: new, unused, with all tags attached, and in their original packaging.
• Damaged or soiled goods cannot be accepted unless reported immediately upon receipt.

7. Damaged Orders

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, contact Customer Care immediately with photos to document the issue.