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Return/Exchange

Delivery Return Procedure

Step 1: Review Checklist

Refund Application is within 7days of receiving the product
Product is original/unbroken or damage during delivery
Product is unused

Remarks:

※ Please ensure that the product meets the return and exchange standards, and apply for a return within 14 days of receiving the product.

※ For the relevant exchange & refund policy, please click here for reference.

Step 2: Apply Online Return Application

Please login to [My Account] > [Online Orders] > select your order, choose the item you would like to return and press [Apply After-sale Service].

Remarks:

※ You will be notified via SMS or email about the return approval after our Customer Service Team reviews your application.

※ After using discount, the refund amount will according to the order price.

Step 3: Packing/Return

Please pack your returned item and invoice, make sure the item is not exposed. (You may reuse the original delivery package or other clean packaging material.)

Remarks:

※ Customers have to pay the shipping fee of delivering your returned item(s) back to our warehouse. If the shipping fee is insufficient, warehouse has right to reject receiving your returned item(s). You will be responsible for the additional shipping fee incurred.

※ If you are not able to upload the tracking number in time, the application of returns and refunds will be automatically cancelled. You have to apply it again within the exchange & refund period.

Please find the following information for the return address of products purchased from online store:

Consignee:

Delivery address:

Consignee's phone number: +852

Step 4: Tracking Return Status

Our warehouse will carry out the return inspection in sequence after receiving your returned parcel. You may track the return & refund status within [Return & Refund History] in [My Account].

Remarks:

※ If the product does not meet the return and exchange policy's standard, the return service cannot be provided, and the product will be returned in the form of cash on delivery.

※ If you need to return the item(s) due to quality issues, we will bear the shipping fee for the returns. If that is not the case, you have to bear the cost of shipping the returned item(s) to our warehouse.

Step 5: Refund

Our Customer Service team will send you the confirmation of refund once it has been approved. Refunds will be issued based on the original form of payment. Normally your account will be refunded within 30 working days, but it varies depending on your card issue, bank or electronic payment agency.

※Friendly remind that if you have a large number of returns, more than a certain amount of pieces and amount in total, IWW will retain the right to blacklist your account and services, thank you for your kind understanding.