Return & Store Credit Policy
Last updated: 19/07/2025
Because each item is made to order when you purchase, we do not hold inventory and cannot accept returns for change of mind or wrong size ordered.
We do not provide refunds - We only provide Store Credits.
Please read the policy carefully before placing an order.
1. Made‑to‑Order and Customized Items
All products are produced specifically for you after your order is placed. Under applicable consumer laws (e.g., EU Directive 2011/83/EU Article 16 and similar UK provisions), the right of withdrawal does not apply to goods that are made to the consumer’s specifications or clearly personalized.
Accordingly, returns based on buyer’s remorse, ordering the wrong size, or preference changes are not accepted.
2. Quality Issues (Defects / Damage)
If your item arrives damaged or defective, contact us within 15 calendar days of receipt, and make sure to clearly state :
- Your order number, and
- Share clear photos (product + defect + external packaging if damaged in transit), and
- Brief description of the issue
After internal verification, if there really is a defect or damage, we will replace the item or issue store credit at no additional cost to you.
If there is no defect or damage, we will unfortunately not be able to issue store credit, refund nor replace the item.
3. Lost in Transit
If an order appears lost in transit, notify us no later than 5 calendar days after the estimated delivery date. We’ll investigate with the fulfillment partner.
We do not guarantee a full store credit.
4. Incorrect or Insufficient Address
If the shipping address you provided is incorrect or insufficient and the parcel is returned, you are responsible for the cost of reshipment once a corrected address is confirmed.
Original shipping costs are not refundable and their equivalent is not given in store credits.
5. Unclaimed Shipments
Parcels that are unclaimed after courier holding periods return to the fulfillment facility.
If you request them to be shipped again, you are responsible for any additional shipping cost.
If the parcel remains unclaimed within 20 calendar days of parcel return, the items may be donated or disposed of without refund nor store credit nor replacement.
6. Non‑Returnable / Non‑Reshippable Items
For hygiene, safety, or regulatory reasons, we cannot accept returns or exchanges for:
- Face masks or similar sealed hygiene products once unsealed;
- Socks and underwear;
- Items returned used, washed, altered, or with odors (smoke, perfume, etc.)
- Any item not in its original condition due to customer handling
Such returns will be disposed of or donated, as applicable. No refund, no store credit and no replacement will be available.
7. Size Exchanges
We do not provide free size exchanges.
If you want a different size, you may place a new order after receiving your original item. (Tip: Please consult our size charts carefully before ordering.)
9. EU / EEA / UK Consumers – Withdrawal Exceptions
Because items are produced on demand and/or are personalized, the statutory withdrawal right usually does not apply (Directive 2011/83/EU Art. 16(c), (e); UK Consumer Contracts Regulations analogous provisions).
If an item arrives defective or incorrect, your statutory rights regarding faulty goods remain unaffected.
10. Return Address & Procedure
Most returns go directly to our production partner’s facility (not our office).
Do not send a return before contacting us, as unauthorized returns may be refused or donated.
Process:
1. Email hello@waooo.today before any return.
2. Wait for our instructions (return authorization or rejection).
3. Ship using the provided return address label (when applicable).
4. Keep proof of postage until the issue is resolved.
Items returned without prior authorization, or to an alternative address, may be lost or ineligible for resolution. We are not responsible for return costs unless we made an error.
11. Store credits (no refunds)
Store credits are made available either on your website profile or through a gift card issued for the equivalent amount.
The store credit amounts to the product(s) subtotal only. Original shipping costs and upgraded shipping services are non‑refundable and are not included in the store credit amount. If the items are returned, the cost of shipping is deducted from the store credits.
It takes around 15 business days after confirmation that the claim is eligible to process the store credit.
12. Order Cancellations
Orders begin production quickly.
Cancellation requests must be received by us within 12 hours of order placement.
After production starts, cancellation or changes are not be possible.
13. Fraud & Abuse
We reserve the right to refuse service, returns, or refunds in cases of suspected fraud, excessive claims history, or policy abuse.
14. Contact
Questions or claims: hello@waooo.today
Please include your order number in all correspondence.
15. Governing Language
This policy is published in English. If translated, the English version controls in case of conflict.