Returns Process – W Concept USA

Return Window

Return requests must be submitted within 7 days from the delivery date of your final item.
Returns submitted after 7 days will not be accepted and will be returned to the customer.
Faulty or damaged items may be reported within 30 days of delivery.

Because partial shipping may occur, the 7-day return period begins when the last item in the order is delivered.

Return Conditions

Returned items must be:

New, unused, and in original condition
In original packaging (dust bag, garment bag, protective film, tags attached)
Shoes must be in original shoebox and placed inside a shipping box
Eligible for resale
Items that are used, washed, soiled, stained, damaged, or altered will not be refunded and will be returned to the customer.

Non-Returnable Items

Beauty, skincare
Home & lifestyle items
Underwear & swimwear
Pierced jewelry
Items marked Final Sale or discounted 50%+
Items under $50 USD

Return Fees & Deductions

UPS is our exclusive return carrier worldwide.

Region	Return Fee	Shipping Deduction if Final Cart < Threshold
United States	$12 USD	+$12 shipping if final cart < $150
Outside U.S.	$24 USD	+$12–$15 shipping if final cart < $150
Japan	¥1,200	+¥600 shipping if final cart < ¥13,000
Thailand	฿500	+฿300 shipping if final cart < ฿3,800
Vietnam	₫200,000	+₫200,000 shipping if final cart < ₫3,000,000

If multiple return labels are generated and used, a fee applies per label.
Refused packages incur a $12–$24 restocking fee.

Duties & Taxes

Duties and VAT are non-refundable once the order has shipped.
Sales tax is refundable; duty & VAT are not.

Refund Processing

Returns processed within 1–5 business days after arrival
Refunds issued within 1–5 business days after approval
Total time: 2–10 business days depending on your bank
You will receive an email confirmation when the refund is complete
If W Points were used, points are refunded first

In certain cases (failed refund, expired refund window), W Points may be issued instead.

Exchange Policy

W Concept does not support direct exchanges.
To receive a different size or item, return the original and place a new order.

Frequent Returns

Excessive or abusive return behavior may lead to return restriction or account review.

How to Request a Return

Registered Customers

Desktop

Log in → My Orders
Select order → Click Order Number
Click Return
Select item & reason → Submit

Mobile/App

Open App → Tap ME and sign in
My Orders → Select order → Order Number
Tap Return → Submit request

Guest Orders