FAQ

RETURN POLICY AND DELIVERY

RETURNS AND EXCHANGES

Returning an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 15 days of receiving it, we'll give you a refund by way of the original payment method.

If you return an item requesting a refund within 16 and 30 days of receiving it, we'll give you a WEAR gift voucher for the amount equivalent to the price you paid for them.

We aim to refund you within 14 days of receiving the returned item.

Not for the items purchased in the sale, mid-sale and finale sale. You will receive a voucher.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

CREATE YOUR RETURN LABEL HERE: https://wearstore.shipping-portal.com/rp/ 

Be aware: return costs through Sendcloud will be charged on the moment of refund. We charge an amount of €5,70 for returning your order and this will be deducted from the total refund amount.

In case the link above does not work, please send your return to the following adress:

BLANCEFLOERLAAN 179B

2050 ANTWERPEN

BELGIUM

 

SUMMER DEALS: Please keep in mind that in this case we only accept returns of the entire summer deal. For example: you buy a dress and get a t-shirt for free. In case you want to return the Dress, you're obliged to return the t-shirt as well. In case of certain requests, please e-mail or call us. We thank you for your cooperation.

Original condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

Face + Body products if opened, used or protective seal is not intact
Underwear if the hygiene seal is not intact or any labels have been broken
Swimwear if the hygiene seal is not intact or any labels have been broken
Pierced jewellery if the seal has been tampered with or is broken.

 

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

 

Fair use


If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal WEAR customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

Returning a faulty or incorrect item?

If you've received something you haven't ordered, please send it back to us and we'll refund you as soon as it arrives back at our warehouse. Please contact our customer care.

HOW CAN I FIND MY DELIVERY INFORMATION ?

We know how important it is to receive your goods when you expect them,so we want to make sure you have all of the delivery information you'll need when placing an order with us.

What delivery methods are available?

  • We offer Standard delivery services to most European countries.
  • We work with DPD and B-POST.
  • Most of our delivery service are trackable. You'll receive a shipping confirmation email with a tracking link once your order has left the warehouse.

Will I be charged customs?

Delivery to EU mainland addresses aren't subject to customs or import charges, but each territory works differently.

What happens if I'm not in when my order arrives?

Someone should be home when your parcel is due to be delivered as we may need a signature. However, don't worry if this isn't possible as our delivery partner usually tries to deliver more than once.

Alternatively they'll leave a card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

Can I track the delivery of my order?

If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

My order status is still ‘order unfulfilled’, when will it be shipped?

If the status of your order is showing as 'order processing', it means that we're busy getting your order together ready to be sent out.

During busy times, this status may show on your order for longer than normal.

Your estimated delivery date is on your order confirmation email and includes the time it takes for us to package your order.

You'll receive another email when we send your order to you, which will include a tracking link if your order has been sent with one of our trackable delivery services.

If your order hasn't arrived by the delivery date in your confirmation email, get in touch with our Customer Care team so we can help you further.

I'm missing an item from my order, what do I do?

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
  • You can also check if your order has been split into more than parcel by logging into 'My Account' and checking my orders.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
  • If an item is missing, please get in touch with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

POPULAR QUESTIONS

Can I return items I've bought with a gift voucher?

Of course! Your right to return an item is exactly the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two.

If you paid for your whole order with a gift voucher, then the refund will be credited to your WEAR account ready for you to spend straight away.

If you paid with a combination of gift voucher and another payment method, we'll refund the alternative payment method first and then the remaining amount will be credited to your WEAR account ready for you to spend.

Can I return an item for an exchange instead of a refund?

Yes of course. If you need a different size or colour of an item it is quicker to place a new order. Unfortunately some items are very popular and we have a small stock. The best way is to call us directly ( +32 486 12 32 10 ) or our stores.

What should I do if my refund is incorrect?

We're really sorry if we've made a mistake with your refund!

If this is the case please get in touch with our Customer Care team and we'll try and sort it out for you as soon as possible.

Do you refund delivery charges if I return something?

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect

Why is the website product code different to my delivery note?

The product code on your delivery note is unique to the size and colour combination of your item. This may vary from the general code found in the 'Product details' section on the item page.

Don't worry, the product code on your delivery note is the one you need to use if you are querying or returning something.

I'm having trouble signing into my account

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there's a few things worth checking:

  • Make sure you are using the same email address and password you registered with.
  • If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
  • If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.
  • If after this you still can't sign in, contact our Customer Care Team giving as much detail as you can about the issue, including screen shots of any error message you get and what you've done so far to try to resolve it.

What should I do if my order hasn't been delivered yet?

1. Check the delivery date

You can find your estimated delivery date in your Order Confirmation email – please allow until this date for your order to reach you. Normaly in 1- 3 days.

2. Track the order online

You'll be able to track the progress of your delivery if it's been sent with a trackable service.

Your tracking link will be able to provide up to date information on the status of your delivery.

3. Contact us 

If your estimated delivery date has passed and you haven't received your order, please get in touch with our Customer Care Team who can help you further.

We won't be able to provide you with additional information until this date has passed.

STILL HAVE ANY QUESTIONS?

+32 486 12 32 10

  • web@wear-store.be

COVID-19

Due to the strict social-distancing measures we’ve put in place at our fulfilment centres, our delivery times are a little longer than usual

 

!! MOUTH MASKS ARE NON-REFUNDABLE !!

The price for standart delivery in Benelux is 5 euro. If you ordered for more than 50 euro is FREE. For other countries in the EU it's 15 euro.