SHIPPING & RETURNS
SHIPPING POLICY
SHIPPING LOCATIONS
We currently ship to the U.S., Europe and Asia but we are unable to ship to China, Hong Kong (SAR), Macao from our website. Buyers from Hong Kong, Macau, can purchase items from WENS Tmall store.
Please note: Once orders arrive in their destination country, they may be subject to customs clearance procedures which may cause delays beyond original delivery estimates. Duties and taxes are assessed by customs and are the responsibility of the customer.
SHIPPING TIME
If all items are in stock, your order will be shipped within 1-2 business days from the time you placed it. Shipments are not made on weekends and federal holidays.
Orders with standard shipping typically arrive within 5-7 business days depending on the shipping location and destination.
RETURNS POLICY / EXCHANGES
At this time we do not offer exchanges, kindly follow our returns policy and place a new order for your new items. We do not offer price-matching at this time.
WENS accepts returns for a full price items that adhere to the below conditions.
The refund amount should be for the full value of the items returned, excluding any shipping fee, service fee and duties and taxes.
CONDITIONS FOR RETURNS
- Items must be returned within 10 days of receiving your order.
- All original tags must remain attached.
- Item(s) mut be in original condition and unused.
- Return must include original invoice and Returns Form including an R.A Number obtained from customer service.
Sale items are final and cannot be returned. Any items returned outside the 10 days return period, or in a condition that indicates being worn, will not be accepted for return. WENS reserves the right to reject items that do not comply with the above conditions, and will return the item to sender.
HOW TO RETURN:
Contact WENS via return@wensjewels.com to obtain an R.A Number, quoting your name, order number and item(s) you wish to return. Once you have your unique R.A Number, please complete the returns form including your returned shipping tracking information to ensure your returned item is received by us and send your return.
Kindly note we are not responsible for lost shipments.
CANCELLATION POLICY
Once an order has been placed, you will have a 6-hours window to contact us at contact@wensjewels.com to modify or cancel your order during our operation hours. If you are unable to cancel within the time frame, please follow our returns policy after receiving your order.
INCORRECT SHIPPING ADDRESS POLICY
Should you need to update the address on your order, kindly contact us at contact@wensjewels.com within 6 hours of placing your order. If you are unable to change your address within that time frame, please note that the customer will be responsible for an any extra costs incurred due to change of address.
QUALITY GUARANTEE
If unfortunately you have received a faulty item, please contact us as soon as possible at contact@wensjewels.com and we will gladly offer a replacement or another solution.