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EXCHANGES, RETURNS & REFUNDS POLICIES

All products (except for lingerie) can be changed as long as they are returned in the original selling conditions, hence not used or worn, with intact packaging, any packing materials and guarantee seals.
It is possible to change products by and no later than 30 days:

  • for in-store purchases: from the date of the purchase;
  • for on-line orders: from the moment the parcel is received;
  • for orders with Local Pick Up: from the moment the order is reported as “completed”.

Products can be replaced with the same item in a different size or colour. Otherwise, if the customer wants a different item, it is possible to receive a coupon (with the same value of the product that must be changed) that can be used on the e-commerce site.

Discounted products can be changed at the same conditions as stated above but only with other discounted products belonging to the same product category.

Shipping fees are always borne by the customer, unless returns are caused by faulty products or by order’s mistakes made by WOVO itself.

How to:

  • For online orders → send an email to customerservice@wovostore.com, mention your order number in the subject and specify the objects you want to exchange.
  • For in-store purchases → send an email to customerservice@wovostore.com, attach a photo of your claim check and specify the objects you want to exchange.

Total or partial order refunds are possible only if products are:

  • wrong, within 30 days from order delivery. This case does not apply for in-store purchases or orders with Local Pick Up (at the moment of the pick up, all articles will be checked and changed if there is any mistake);
  • damaged, within 30 days from order delivery. This case does not apply for in-store purchases or orders with Local Pick Up;
  • faulty, deadline depending on each product’s guarantee. If the product does not provide any guarantee, then the deadline is set within 30 days from order delivery, from the date of the purchase or from the moment the order is reported as “completed” for Local Pick Ups.

Once the wrong, damaged or faulty product is received, WOVO will consider the actual state of the product. Then, it is possible to proceed with one of the following options at the discretion of the customer:

  • ship the right\new product;
  • create a coupon (with no time limit) of the same value as the returned product;
  • refund.

 

Shipping fees for wrong, damaged or faulty products are borne by WOVO.

 

How to:

  • For damaged products, email customerservice@wovostore.com, mention your order number in the subject and attach photos of the damage (and of the claim check if the product was bought in-store);
  • For wrong products, email customerservice@wovostore.com, mention your order number in the subject and attach photos of the products you have received;
  • For faulty products, email customerservice@wovostore.com, mention your order number in the subject and attach:
    • for sex toys, a video in which you connect the charger to the sex toy, then unplug it, try to turn it on and press the different buttons for a couple of second in order to switch it on;
    • for any other type of product, photos of the defect.

WOVO reserves the right to refuse returns that have not been properly authorized by the customer care. In this case, the parcel will be returned to the customer at his/her own expenses.

Please contact customerservice@wovostore.com we are happy to help

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