Shipping and returns

Shipping

Your order will be delivered by GLS or Correos. Delivery times are estimates and may be affected by circumstances beyond WOW's control. During periods of high demand, your order may be delayed or shipped in multiple parcels from different locations.

We currently do not ship to the Canary Islands, Ceuta or Melilla. We are working to expand our shipping coverage in the near future.

Parcel Shop Delivery

Where available for your destination country, you will be able to select delivery to a Parcel Shop during checkout. Available collection points will depend on the carrier's coverage in your delivery area.

Returns

We accept returns within 30 calendar days from the date of purchase, provided that the item is in perfect condition, unused, with its original tags attached and, where applicable, in its original box or packaging.

WOW Universe members benefit from an extended 60-calendar-day return period from the date of purchase, provided that their membership was active at the time the order was placed.

How to return an online order

You can return your order in two ways:

In-store: Free of charge. Simply bring your order together with your proof of purchase to any of our stores.

From home: The first return per customer is free of charge. From the second return onwards, €3.95 will be deducted from your refund. To arrange a return, log in to your account on our website, select the item you wish to return and click "Start a Return". You will receive an email with a GLS QR code, which you can use at your nearest Parcel Shop. If you have any questions before sending your item, please contact our Customer Care team at hola@wowshop.com.

For international returns, the first return is free of charge. From the second return onwards, a fee of €7.95 will apply.

How to return an in-store purchase

If you purchased an item in one of our stores and wish to return it from home, please contact our Customer Care team at hola@wowshop.com before sending the item.

Return shipping costs are the responsibility of the customer, who may choose their preferred shipping provider.

If the purchase was paid for in cash, the refund will be issued exclusively as a gift card.

Right of Withdrawal

In accordance with applicable consumer protection legislation, you have the right to withdraw from your purchase made on wowconcept.com without giving any reason within 14 calendar days from the date you receive your order or, in the case of multiple deliveries, from the date you receive the last item.

To exercise your right of withdrawal, click HERE to complete your request. You may also contact us at hola@wowshop.com.

Once we receive your withdrawal request, we will promptly send you an acknowledgement of receipt by email.

If your order has not yet been dispatched, we will cancel it and refund the amounts paid.

If your order has already been delivered, you must return the product following the instructions provided by WOW. The direct cost of returning the goods will be borne by the customer where this has been communicated in advance, in accordance with applicable legislation.

If your order is already in transit, you may refuse delivery and notify WOW that you wish to exercise your right of withdrawal. Your refund will be processed once the products have been received at our facilities.

The refund will include the amount paid for the products and, where applicable, the standard delivery charges paid with the order.

Exceptions to the Right of Withdrawal

In accordance with Article 103 of Spanish Royal Legislative Decree 1/2007, the right of withdrawal does not apply, among others, to:

• Products made to the consumer's specifications or clearly personalised.

• Sealed products that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery.

• Sealed audio or video recordings and sealed computer software that have been unsealed after delivery.

• Newspapers, periodicals or magazines, except for subscription contracts.

• Any other goods or services excluded from the right of withdrawal under applicable legislation.

Refunds

Refunds will be made using the same payment method used for the original purchase or, if you prefer, by gift card. If payment was made by credit or debit card, it may take up to 10 working days from the date you receive confirmation of the refund for the amount to appear in your account.

Where the statutory right of withdrawal is exercised, the refund will also include the standard delivery charges paid by the customer, in accordance with applicable legislation.

Items Not Eligible for Return

The following items cannot be returned:

• Opened, used, washed or otherwise handled products, including cosmetics, perfumes with the seal removed, personal hygiene products with the protective seal removed, and any item whose original condition can no longer be guaranteed.

• Products without their original tags or footwear returned without its original box.

• Personalised or altered items, including garments that have been tailored or otherwise modified at the customer's request.

• Second-hand or refurbished items. Rewear Vintage items purchased online may be returned for a refund provided that the security tag remains attached and the item has not been worn or otherwise handled. Exchanges for another product are not available for online orders.

• Swimsuits, bikinis and bikini bottoms where the hygienic protection strip has been removed or damaged.

• Earrings and body piercings.

• Opened books.

• Food products.

• WOW shopping bags.

Footwear & Sneakers Warranty

Claims relating to manufacturing defects in footwear and sneakers will be assessed by WOW Concept in accordance with the applicable statutory warranty.

Claims will be accepted provided that:

• The claim is submitted within the applicable statutory warranty period.

• The product presents a manufacturing, material or workmanship defect, including, but not limited to, defective stitching, sole separation, premature material failure or any other lack of conformity attributable to the manufacturing process.

• The product has not been misused, altered or tampered with.

• The customer provides the documentation or evidence required to assess the claim, including photographs, proof of purchase or any other information reasonably requested.

Claims will not be accepted where the damage results from:

• Normal wear and tear, including creasing of the upper or other areas caused by regular use.

• Wear to the inner lining caused by friction.

• Natural wear of the outsole.

• Damage caused by improper or inappropriate use.

• Scratches, scuffs, cuts or abrasions resulting from contact with abrasive surfaces or external elements.

• Stains caused by dyes, perfumes, creams, gels or other chemical products.

• Damage caused by water, excessive moisture or exposure to adverse weather conditions.

• Damage resulting from improper care or maintenance contrary to the manufacturer's care instructions.

Acceptance of any claim is subject to inspection of the product by WOW Concept or, where applicable, by the brand's manufacturer or supplier.

Gift Receipt

If your purchase was made using a gift receipt, you may exchange the item for another item of the same value or receive a gift card for the corresponding amount. Refunds to the original payment method or in cash are not available.

Biologique Recherche Treatments

Appointments may be rescheduled up to 72 hours before the scheduled appointment time, subject to availability.

• Cancellations made more than 72 hours before the appointment are eligible for a full refund or a gift card.

• Cancellations made less than 72 hours before the appointment are eligible for a refund of 50% of the treatment cost.

• Failure to attend an appointment without prior notice is non-refundable and the appointment cannot be rescheduled.

• Arriving more than 20 minutes late may require the appointment to be rescheduled, with 50% of the treatment cost being charged.