Return & Refund Policy

At Wowohello, we adhere to a user-friendly shopping mechanism and support compliant order cancellation applications, aiming to deliver flexible and hassle-free shopping experiences for all apparel buyers. We have formulated differentiated cancellation standards for unpaid and paid clothing orders to standardize the processing process:
Unpaid Apparel Orders
All pending and unsettled clothing orders can be cancelled independently by users at any time without additional conditions or handling fees. If you encounter system failures, operation errors or other obstacles during self-cancellation, our professional customer service team is available to assist you in completing the order suspension and cancellation procedures efficiently.
Paid Apparel Orders
For fully paid clothing orders, users are entitled to apply for free order cancellation and full refunds within 48 hours after successful payment verification. Once our warehouse initiates commodity sorting, quality inspection, packaging preparation or formal shipment arrangement, the order will enter the standardized logistics delivery process. At this stage, the order information and packaging materials have been confirmed, and no further cancellation or information modification will be accepted.
If you need to cancel a paid order, please submit a detailed application including your order number and cancellation reason via our official email as early as possible: service@wowohello.com

2. Official Return & Exchange Standards

To fully protect consumers’ legitimate shopping rights and interests, Wowohello provides a 30-day free return and exchange service for all casual apparel products. The valid period is calculated starting from the official signing date of the clothing parcel. Users can apply for after-sales replacement or refund if the product does not meet expectations or has quality problems within the valid period.
Valid Preconditions for Returns & Exchanges
To ensure your after-sales application is approved smoothly, the returned clothing products must fully comply with the following specifications:
  • All returned garments must be kept in original brand-new condition, without being worn, washed, dyed or altered. No stains, scratches, wrinkles, damage or artificial traces of use are allowed.
  • Products must be returned with complete original supporting accessories, including official brand tags, washing labels, spare buttons, original packaging boxes and packaging bags. Incomplete accessories will affect the after-sales review result.
  • Users must actively submit a formal after-sales application within 30 days after signing for the parcel, and provide valid order numbers and payment proof for verification.
  • Any return and exchange behavior without prior official review, confirmation and system approval will be directly rejected by the platform.

3. Standard After-sales Application Process

When you need to apply for clothing return or exchange service, please sort out relevant information and submit a complete application through our official customer service email. The application content needs to include the following key information:
  • Exclusive order number of the clothing purchase
  • Accurate name, specification, size and quantity of the products to be returned or exchanged
  • Detailed and specific after-sales reasons (such as inappropriate size, unsatisfactory style and color, inconsistent physical and picture effect, product quality defects, wrong item delivery, etc.)
  • Authentic and clear on-site photos or short videos of problematic products (mandatory materials for quality-related after-sales applications)
Our after-sales team will review your application and supporting materials within a valid time. After the application is approved, we will send you the official return address and delivery precautions via email. Please arrange parcel delivery within 7 days after receiving the approval notice, and feed back the logistics tracking number to our team in a timely manner to complete parcel registration and follow-up processing.

4. Return Shipping Fee Liability Rules

We adopt a transparent and reasonable freight-bearing mechanism. The return shipping fee shall be borne by the corresponding party according to the attribute of the after-sales reason, with clear division of responsibilities:
User-borne Return Freight
For after-sales applications caused by personal subjective reasons, including inappropriate clothing size, unsatisfactory color matching and style, personal preference changes, accidental wrong order placement and other non-quality problems, the return shipping expenses shall be borne independently by the user. The specific freight is affected by the garment size, weight and delivery area, with a conventional charging range of €3 to €10 per piece.
Brand-borne Return Freight
If the returned products have inherent factory defects, fabric damage, missing accessories, printing errors, wrong delivery, missing goods and other problems caused by our official mistakes, all return and exchange shipping fees shall be fully undertaken by Wowohello. Meanwhile, we will provide free replacement service or full refund solutions according to your actual demands.

5. Formal Refund Execution Rules

After receiving your returned parcels, our warehouse team will conduct comprehensive inspection and verification of the product condition, packaging and accessories. All qualified return applications will be processed in strict accordance with the following refund specifications:
  • The refund amount will be returned through the original payment channel within 5 working days after the inspection is passed.
  • After the refund procedure is completed, an official refund completion notification will be automatically sent to your reserved email address.
  • The final actual arrival time of the refund funds is subject to the processing cycle and system rules of your bank or third-party payment platform.
Partial Refund & Rejection Provisions
We reserve the right to deduct partial fees or reject after-sales applications completely under the following circumstances:
  • The returned garments are damaged, stained, deformed or worn out due to personal wearing, improper cleaning and irregular storage.
  • The original brand tags, packaging boxes, matching accessories and other supporting items are lost, artificially damaged or altered.

6. Solution for Delayed or Unreceived Refunds

If you do not receive the refund funds within the promised processing cycle, please follow the standardized steps below to troubleshoot and solve the problem:
1. Check the account balance details and recent transaction records of the original payment channel to exclude manual omission;
2. Consult your bank customer service or third-party payment platform to confirm whether there is a fund delay arrival or system maintenance situation;
3. If the problem cannot be solved after self-inspection, please contact our official customer service via email for manual inquiry and processing: service@wowohello.com

7. Official Contact Information

For all consultation demands related to order modification, order cancellation, product return, exchange and refund processing, please contact us through the exclusive official channels:
Phone: +00852-8498700
Email: service@wowohello.com
Return Address: 108 Ferry Street, Yau Tsim Mong District, Hong Kong