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.
¿Cuánto tarda la preparación de mi pedido?
Normalmente preparamos los pedidos en 24–48 horas laborables. Cuando tu pedido esté listo y salga de nuestro almacén, recibirás una confirmación de envío.
Los plazos de entrega indicados se cuentan a partir de la salida del pedido.
En picos como rebajas / Black Friday / navidad el tiempo de preparación y envío pueden verse afectados.
Envios internacionales en epocas especiales pueden tardar hasta de 7 a 15 dias en recibir su pedido.
I haven’t received a confirmation email. What should I do?
First, check your spam or promotions folder. If it doesn't appear there either, please email us at hola@wowshop.com.
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.
Estoy fuera de Madrid y quiero hacer una devolución de una compra online. ¿es posible?
Si realizaste tu compra en tienda y deseas gestionar la devolución a distancia, podemos hacerlo siempre que se cumplan las siguientes condiciones:
- Envía una fotografía del ticket de compra y del producto que deseas devolver, donde podamos ver claramente el estado de la prenda y las etiquetas (de la marca y de WOW).
- El artículo debe estar en perfecto estado, sin uso y con todas sus etiquetas y accesorios originales.
- Debes enviar el producto a:
WOW Concept – Devoluciones Gran Vía 16, Piso 4 Izq. 28013 Madrid
- Los gastos de envío corren por tu cuenta (no reembolsamos los costes de envío).
- Solo podremos realizar el reembolso si el pago se efectuó con tarjeta. En caso de pago en efectivo, emitiremos una tarjeta regalo por el importe correspondiente.
- Incluye el ticket de compra original dentro del paquete.
- Una vez entregues el artículo al transportista, por favor envíanos el número de seguimiento para poder hacer un seguimiento del envío.
Recuerda que dispones de 30 días naturales desde la fecha de compra para enviar la devolución. Si eres parte del Círculo WOW, dispones de 60 días naturales desde la fecha de compra para enviar la devolución. Fuera de ese plazo, no podremos aceptarla.
En cuanto recibamos el producto y comprobemos que cumple con las condiciones, procesaremos el reembolso a la misma tarjeta o tarjeta regalo en caso de que el pago se haya realizado en efectivo. El proceso puede tardar hasta 15 días laborables desde la validación.
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 picked up in-store with our Click & Collect service, you can request a VAT refund form (Tax Free) through Global Blue.
Simply request it when picking up your order in-store, and we'll provide you with all the information you need to process it. Online orders delivered to your home are not eligible for VAT refunds (Tax Free) 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.
EL CÍRCULO WOW
¿Qué es el Círculo WOW?
El Círculo WOW es nuestro programa de fidelidad: recompensa tus compras con puntos, ventajas, descuentos y experiencias. Desde tu primera compra, formarás parte y empezarás a sumar.
¿Cómo me uno al Círculo WOW?
Te unes automáticamente al Círculo WOW en cuanto creas una cuenta WOW, en tienda o en nuestra web. A partir de ahí, empezarás a acumular puntos con cada compra que hagas en nuestras tiendas y en wowconcept.com.
¿Qué niveles existen?
El Círculo WOW tiene 3 niveles. A medida que acumulas puntos, subes de nivel y desbloqueas más ventajas y sorpresas.
¿Cómo puedo ganar puntos además de comprando?
Además de tus compras (1 € = 5 puntos), también puedes ganar puntos:
- Si invitas a un amigo y compra, los dos ganáis 150 puntos.
- Si descargas tu tarjeta del Círculo WOW en Wallet, ganas 50 puntos.
- Siguiéndonos en redes, también puedes ganar puntos.
¿Para qué sirve la tarjeta en Wallet?
Para tener el Círculo WOW siempre a mano: facilita identificarte en tienda y te permite ver tu progreso (puntos, nivel y ventajas) de forma más clara, además de recibir ofertas exclusivas.
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.
¿Ofrecéis servicio de personal shopper?
Ahora mismo no contamos con servicio de personal shopper. Pero si quieres ayuda para elegir un look o un regalo, nuestro equipo en tienda estará encantado de asesorarte durante tu visita.
RESTAURANTES
¿Hay restaurantes en WOW?
Ahora mismo WOW no tiene restaurantes abiertos. Pero esto cambia pronto: Florentine (sí, el icono de Marbella) abrirá en primavera de 2026, antes del verano, en WOW Serrano 52 (planta 7). Más información aquí: https://wowconcept.com/pages/restaurantes.
¿Podré ir a los restaurantes, aunque no compre en la tienda?
¡Claro! Los restaurantes estarán abiertos a todo el público, tanto si vienes de compras como si simplemente quieres disfrutar de una buena comida en un entorno único.