Return & Refund Policy
Return & Refund Policy
Last updated: 13 October 2026
Not the right fit, not quite you? Send it back. This page explains how returns, exchanges and refunds work.
14 days to return
You have 14 days from delivery to return a piece for any reason, wherever you live. This is the period set by EU consumer law (the right of withdrawal, see below), and we apply it to every order.
To be returned, a piece must be:
- Unworn, unwashed and unaltered
- With its tags, in its original packaging where possible
How to start a return
- Email support@wowstore.live within 14 days of delivery
- Give your order number and the piece(s) you are sending back
- Add photos if a piece arrived damaged or faulty
- We reply within 24 hours on business days with the return address and instructions
- Send the piece back within 14 days of telling us
Refunds
We refund to your original payment method within 14 days of hearing from you. We may wait until the piece is back with us, or until you show us it is on its way, whichever comes first. Your bank may need a few more days to show it. You can also choose store credit or an exchange instead.
Damaged, faulty or wrong item
- Contact us as soon as you can after delivery, with a photo or short video
- We send a replacement or give a full refund, and we pay any return postage
- For most damaged items no physical return is needed
Your legal guarantee for faulty goods is separate from the 14-day return period and is not affected by it.
Items we cannot take back
- Underwear, swimwear and pierced jewellery (such as earrings) once the hygiene seal or protective packaging has been removed
- Made-to-measure, custom-designed or personalised pieces
- Gift cards
Sale pieces follow the same rules as everything else.
Return postage
- Faulty, damaged or wrong item: we pay.
- Changed your mind: you pay the return postage. In the EU we can send you a discounted return label on request.
Exchanges
Want another size or colour? Contact us within 14 days of delivery and we arrange it, subject to availability. If the new piece costs more, we tell you the difference before we ship.
Right of withdrawal (EU)
Under EU Directive 2011/83/EU you can withdraw from your purchase within 14 days of delivery, without giving a reason. To use it, tell us before the 14 days end: Wow Store-nl, Box D2327, Keurenplein 41, 1069CD Amsterdam, Netherlands, support@wowstore.live. You may use the model withdrawal form, but you do not have to.
Contact
- Email: support@wowstore.live (reply within 24 hours on business days)
- Lucy, our AI stylist, answers questions any time in the chat on our website
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