Politique de remboursement
Returns Policy
We accept returns within 14 days of receiving your order, with the exception of the following non-returnable items:
- Made-to-order 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. Return Request
To request a return, please log into your personal account and select the relevant order:
If your return request is approved, you will receive a confirmation email with:
- The return address (provided by WONROB)
- Step-by-step return instructions
- Information regarding international documentation, if applicable
Important: Items returned without prior approval or sent to an address not provided by WONROB will not be accepted.
2. Return Shipment
- Customers are responsible for arranging and paying for the return shipment
- Items must be shipped to the return address communicated by WONROB after approval
- The return must be sent using a carrier of your choice
- For international returns, please include three copies of the commercial invoice inside the package to ensure smooth customs clearance
3. Refunds
Once we receive and inspect the returned item, we will notify you of the refund status.
- Approved refunds will be processed to the original payment method within 10 business days
- Processing times may vary depending on your bank or payment provider
- Original shipping costs are non-refundable
If more than 15 business days have passed since your return was approved, please contact Customer Care.
Uncollected or Undelivered Packages
If your order is returned to WONROB because it was not collected or could not be delivered, a flat-rate fee of €15 will be deducted from your refund to cover return shipping and handling costs.
4. Exchanges
We do not offer direct exchanges. To receive a different item, please return your original purchase and place a new order once the return has been approved.
5. Taxes & Duties
Any customs duties or taxes paid upon delivery are the responsibility of the customer.
For information regarding reimbursement of duties or taxes, please contact your local customs office.
6. Return Conditions
Returned items must be:
- New, unused, and unworn
- With all original tags attached
- In their original packaging
Items that are damaged, worn, altered, or soiled will not be accepted unless the issue was reported immediately upon delivery.
7. Damaged or Incorrect Items
Please inspect your order upon receipt. If you receive a damaged, defective, or incorrect item, contact Customer Care immediately with clear photos so we can assist you promptly.
