Frequently Asked Questions
SHIPPING
Where do you ship to?
We ship to mainland Spain and the Balearic Islands, as well as several European countries such as Portugal, France, Italy, Germany, Belgium, the Netherlands, Luxembourg, Austria, Denmark, Ireland, and Poland.
We also deliver to more distant destinations within the EU like Finland, Sweden, Greece, and Malta.
At this time, we do not ship to the Canary Islands, Ceuta, or Melilla.
What types of shipping do you offer and how much do they cost?
Depending on your address, you can choose from the following options:
Click & Collect at WOW store
Delivery within 1–3 business days. Free.
Mainland Spain
Delivery within 1–3 business days. €3.95 or free for orders over €50.
Balearic Islands
Delivery within 1–3 business days. €11.95 or free for orders over €175.
Portugal
Delivery within 2–3 business days. €5.95 or free for orders over €75.
France, Italy, Belgium, Netherlands, Luxembourg, Germany
Delivery within 2–5 business days. €9.95 or free for orders over €200.
Austria, Denmark, Ireland, Poland
Delivery within 2–4 business days. €19.95 or free for orders over €350.
Bulgaria, Finland, Czech Republic, Slovenia, Estonia, Greece, Hungary, Latvia, Lithuania, Romania, Sweden, Croatia, Malta, Slovakia
Delivery within 3–6 business days. €49.95.
What happens if I'm not home when the order arrives?
The courier will make a second delivery attempt. If delivery is still not possible, they’ll contact you to arrange the best solution — such as another attempt or delivery to a nearby pickup point.
Can I change the delivery address after placing an order?
Yes, as long as your order hasn’t yet been prepared. Please contact us as soon as possible so we can modify it.
Do you ship internationally?
Yes, we deliver to most EU countries. Please note that products containing alcohol, such as perfumes, can only be shipped within mainland Spain and the Balearic Islands.
ORDERS
How do I know my order has been placed correctly?
Once you complete your purchase, you’ll receive a confirmation email with all the details: order number, products, and shipping address.
If you receive that email, your order is being processed.
How long does it take to prepare my order?
We typically prepare orders within 24–48 business hours. You will receive a shipping confirmation once your order is ready and has left our warehouse.
The delivery times indicated are counted from the date the order is dispatched.
During peak periods such as sales / Black Friday / Christmas, preparation and shipping times may be affected.
International shipments during peak seasons may take up to 7 to 15 days to receive your order.
I haven’t received a confirmation email. What should I do?
First, check your spam or promotions folder. If it's not there either, contact us.
Can I change or cancel an order after placing it?
Yes, as long as it hasn’t left our warehouse.
If you want to modify or cancel your order, contact us at hola@wowshop.com as soon as possible so we can assist you.
My order is a gift, can you wrap it?
Of course! If you’d like us to prepare your order as a gift, just email hola@wowshop.com right after placing it, and we’ll handle the gift wrapping.
Why was my order cancelled?
Occasionally, a product may sell out almost simultaneously in-store and online. Since our stores and e-commerce sites share the same inventory, an item may run out of stock between the time you place your order and when it's fulfilled in-store.
In that case, we'll notify you by email and automatically issue the corresponding refund.
RETURNS AND EXCHANGES
Can I return a product?
Yes. You have 30 days from your purchase in-store or from receiving your online order to request a return. As an exceptional measure, we are accepting exchanges and returns until January 31st for orders placed from November 13th until December 31st. Please check our return policy for full details
In what condition must the product be to return it?
The item must be in perfect condition, unused, and with all original tags attached. For cosmetic products, the seal must remain intact.
For hygiene reasons, we do not accept returns of underwear, swimwear.
How do I make an online return?
It’s very easy: log in to your WOW account, go to “My Orders”, and select “Return”. Just follow the on-screen instructions.
Can I return an online order in-store?
Yes. You only need to bring the item and your order number to any WOW store.
Is the return free?
Yes, if you return in-store.
If you choose to return by courier, the shipping cost will be deducted from your refund.
Can I exchange a product for another size or color?
If you'd like a different size, color, or style, please email us at hola@wowshop.com and we'll be happy to help.
When will I receive my refund?
Once we receive your return and verify that it meets the conditions, the refund is processed within 2 to 10 business days. The amount is always returned using the same payment method you used for your purchase.
I'm outside of Madrid and I want to return an online purchase. Is that possible?
If you made your purchase in-store and wish to manage the return remotely, we can do so provided the following conditions are met:
- Please send a photograph of the purchase receipt and the product you wish to return, where we can clearly see the condition of the garment and the labels (brand and WOW).
- The item must be in perfect condition, unused, and with all its original tags and accessories.
- You must send the product to:
WOW Concept – Returns Gran Vía 16, 4th Floor Left. 28013 Madrid
- Shipping costs are your responsibility (we do not refund shipping costs).
- We can only issue a refund if the payment was made by card. In the case of cash payment, we will issue a gift card for the corresponding amount.
- Include the original purchase receipt inside the package.
- Once you hand the item over to the carrier, please send us the tracking number so we can track the shipment.
Please remember that you have 30 calendar days from the date of purchase to send your return. If you are a member of the WOW Circle, you have 60 calendar days from the date of purchase to send your return. We will not be able to accept returns sent outside of this period.
Once we receive the product and verify that it meets the conditions, we will process the refund to the same card or gift card if the payment was made in cash. This process may take up to 15 business days from the date of validation.
PAYMENTS AND INVOICES
What payment methods do you accept?
You can pay at WOW with major credit cards (Visa, MasterCard, American Express) as well as Apple Pay, Google Pay, Klarna, and Shop Pay.
Can I pay in installments?
Yes. With Klarna, you can easily split your purchase into several payments during checkout.
Can I request an invoice for my purchase?
Of course. Once your order is completed, just email hola@wowshop.com with your order number and we’ll send you the corresponding invoice.
My payment was declined — what should I do?
First, make sure all card details are entered correctly.
If everything looks fine, contact your bank to check for possible restrictions.
If the issue persists, email hola@wowshop.com, and we’ll help you find a solution.
Can I claim a VAT refund if I live outside the European Union?
Yes. For in-store purchases or online purchases collected in-store with our Click & Collect service, you can request the VAT refund form (Tax Free) through Global Blue.
Simply request it when you pick up your order in store, and we'll provide you with all the necessary information to process it. You have up to 3 months from the purchase date to request it and/or submit the form. Online orders delivered to your home are not eligible for VAT refund (TaxFree) through Global Blue.
PRODUCTS
Are all WOW products available online?
Not always. Some brands or collections are exclusive to our physical stores due to specific partnership agreements.
Do you sell gift cards?
Yes! You can purchase WOW gift cards both online and in-store.
Do the products have a warranty?
All our products include the legal 3-year warranty as established by current legislation.
How do I know if a product runs small or large?
Each product page includes the brand’s size guide.
If you’d like personalized advice, our team is available via WhatsApp, Facebook Messenger, or email to recommend the best fit for you.
Can I suggest a brand for WOW?
We’d love that! If you know a brand that fits our universe, please email brands@wowshop.com, and our buying team will review it.
Where can I use my WOW gift card?
Your gift card can be used online or in any of our physical stores. It doesn't expire and you can use it on one or more purchases until the available balance is exhausted.
WOW STORES
Where are the WOW stores?
We currently have two locations in Madrid:
- WOW Concept, Gran Vía 18
- WOW Concept, Serrano 52
What are the opening hours?
We are open from Monday to Sunday: 10am to 10pm
What can I find in WOW stores?
Each store offers a unique universe: fashion, sneakers, beauty, cosmetics, home décor, books, travel accessories, and much more.
They’re designed to let you discover brands in a new way, blending the physical and digital experience across every floor.
Can I buy in-store and have the items shipped home?
Yes. If you prefer not to carry your purchases, we can send them directly to your home from the store.
Can I pick up or return an online order in store?
Absolutely. With our Click & Collect service, you can pick up online purchases for free at any WOW store.
You can also return online orders in-store — just bring the product and your order number.
Do you offer gift wrapping in store?
Yes, at checkout you can request that your purchase be gift-ready.
Are the stores accessible to people with reduced mobility?
Yes, all our stores have adapted access points to ensure the comfort of all visitors.
THE WOW CIRCLE
What is the WOW Circle?
The WOW Circle is our loyalty program: it rewards your purchases with points, benefits, discounts, and experiences. From your very first purchase, you'll be a member and start earning points.
How do I join the WOW Circle?
You automatically join the WOW Circle as soon as you create a WOW account, either in-store or on our website. From then on, you'll start accumulating points with every purchase you make in our stores and at wowconcept.com.
What levels exist?
The WOW Circle has 3 levels. As you accumulate points, you level up and unlock more perks and surprises.
How can I earn points besides by shopping?
In addition to your purchases (€1 = 5 points), you can also earn points:
- If you invite a friend and they make a purchase, you both earn 150 points.
- If you download your WOW Circle card to Wallet, you earn 50 points.
- By following us on social media, you can also earn points.
What is the card in Wallet used for?
To have the WOW Circle always at hand: it makes it easier to identify yourself in store and allows you to see your progress (points, level and benefits) more clearly, as well as receive exclusive offers.
ABOUT WOW
What is WOW?
WOW is a unique space where the physical and digital worlds meet to reinvent the shopping experience.
In our stores and online, you’ll discover fashion, beauty, home décor, and much more — always featuring exclusive brands and the latest trends.
How can I contact you?
You can reach us by email at hola@wowshop.com, via WhatsApp at +34 620 505 889, or through Facebook Messenger.
Our Customer Service team will be happy to help.
How do I subscribe to your newsletter?
It’s easy — just enter your email at the bottom of our website to start receiving WOW news, launches, and surprises.
How can I work at WOW?
If you’d like to join our team, visit the “Careers” section on our website to see current job openings and apply directly
Can I go to restaurants even if I don't shop at the store?
Of course! The restaurants are open to the public, whether you're here shopping or just want to enjoy a good meal in a unique setting.
Do you offer personal shopper service?
We don't currently offer a personal shopper service. However, if you'd like help choosing an outfit or a gift, our in-store team will be happy to assist you during your visit.
RESTAURANTS
Are there restaurants in WOW?
WOW currently has no open restaurants. But this will soon change: Florentine (yes, the Marbella icon) will open in spring 2026, before summer, at WOW Serrano 52 (7th floor). More information here : https://wowconcept.com/pages/restaurantes
Will I be able to go to restaurants even if I don't buy anything in the store?
Of course! The restaurants will be open to everyone, whether you're here shopping or simply want to enjoy a good meal in a unique setting.