Frequently Asked Questions

PAYMENT


PAYMENT PROCESS


Is my payment information safe?

Your transaction and payment information is handled directly by our payment providers with secure encryption under strict banking standards. Your credit card information is sent directly to the bank and cannot be read or seen by anyone other than your bank.


Did my payment go through?

The payment process includes multiple control steps to ensure maximized safety. If your payment was successful, you will receive an order confirmation email.

If you have not received your order confirmation, please check your junk mail. Have you still not received the email? Please contact us at hello@woloo.co and we will help you further!


I am having problems with the payment process. Help me.

If you experience any problems concerning the payment, please contact us at hello@woloo.co and provide us with your order information. Our customer support team will assist you to resolve the issue.


Refunds


Can I refund after I have completed my transaction?

Yes you can refund after you have completed your transaction provided you have a valid reason for the refund. Do write in your request to hello@woloo.co.

Do take note that unfortunately, sales items cannot be refunded.


I still have not received my refund, how long does it take?

It takes about 5 to 7 business days for the money to be refunded after we have initiated the refund. The funds will automatically be refunded to the account the payment was made from.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Once you’ve done all of this and you still have not received your refund yet, please contact us at hello@woloo.co.

If you have returned your order and are waiting for a refund, you should first have received an email confirming the return. If you have not received this email please contact us at hello@woloo.co.


Can I get a refund if the price of a product has changed since I ordered?

For product price adjustments or promotions, we will not refund any price differences as this does not justify reimbursement.

Also, do take note that only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Payment Options


How can I pay for my products?

We accept credit cards (VISA or Mastercard).


ORDER AND DELIVERY


Shipping Information


How can I track my order?

For Singapore, local deliveries, you will receive an SMS indicating the estimated delivery date of you item to you with a tracking number. Typically the SMS will be sent to you one day before the delivery. You may use the tracking information to trace the status of your parcel.

For deliveries in the other regions, you will receive an email containing the tracking information which you can use to trance the status of your parcel and it's estimated arrival date to you country.


How long does the shipping take?

For Singapore, local shipping usually takes between 3-7 business days. For all other regions, shipping will take anywhere between 7 to 30 business days to reach you. Shipping times might be adjusted once the Covid-19 situation eases and cross border deliveries can resume to the normal frequency.

Please also note that the delivery time may be influenced by the busy seasons (Christmas or other holidays), so there may be a slight delay during this period of time.


How much does shipping cost?

Shipping expenses depend on the country you live in. The price will be shown to you before submitting the purchase, during the checkout process.


What shipping options do you offer?

We offer standard and express delivery options. You will be able to select your preferred option when entering your delivery details. Do note that shipping charges will defer depending on the option selected.


What countries do you ship to?

We ship worldwide.


Can I get free shipping?

Yes, you can get free shipping if you spend SGD100 for Singapore orders. All overseas orders will be subjected to a shipping fee calculated at the point of check-out.


Can I order online and pick up in store?

We do not have any physical stores. All orders have to be processed online and sent out via our fulfilment partners.


I have not received by order even though the estimated delivery time has passed. What can I do?

Please contact our customer support team at hello@woloo.co and provide the following information:

  • Full name
  • Order number
  • Description of the issue

Where is my parcel being sent from?

We ship your parcel from our warehouse in Singapore.


ADJUST AND CANCEL


Can I cancel my order?

As soon as you have placed the order, we’re on it to process your order! Unfortunately, this means we will be unable to make any cancellations as it is already being processed at the warehouse.

If something went wrong with your order, simply send your order back to us. Do refer to the Return and Exchange section for more information on how you can do so.


Can I adjust my order?

We understand the importance on fast product delivery. This means that once you have placed the order, we’re on to process the order! Unfortunately, this will also mean that we are unable to make any changes as it is already being processed at the warehouse.


Can I change my delivery address?

If you wish to make a change in your delivery address, please contact us at hello@woloo.co and our customer support team will assist you with this. If the parcel has already been handled and we are unable to process the address change, we will have to wait for the parcel to be returned to us to be able to assist you further with this. Under this scenario, you may have to make additional payment for the resend of the parcel.


Order Information


Did my order go through?

An e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. If you have not received your order confirmation, please check your spam folder. Do e-mail us through hello@woloo.co should you still not detect any confirmation email thereafter and we will provide further assistance.


Why have I not received my order confirmation despite completing payment?

If an order was placed and processed successfully, you should have received an automated order confirmation via e-mail. There might be payment issues or you might be using a corporate email where the server could be preventing the confirmation email from reaching you. Do email-us through hello@woloo.co and we will assist to resolve this for you.


I did not receive all the products that I ordered

If you only received partial items of your order, please contact us through hello@woloo.co to let us know what products are missing.


RETURN, EXCHANGES, WARRENTY


Return and Exchange


What is your return policy?

Customer satisfaction is our priority and we strive to provide a seamless purchase experience for you. However, should things happen and there is a problem with the item that you have received, we will do our best to fix it and make sure that you are satisfied.

Should you wish to return the time, please contact us within 7 days of receiving the order at hello@woloo.co. Do take pictures of defects or wrong items set to you and attach these images into the initial email with an explanation.

We do not issue refunds if you do not provide a reason for returning the item or send it back without contacting us first. Refunds for returned items will be sent to the original method that you used to pay for your order.


Can I change/return a product?

Yes you change and return a product with a valid reason.

All the shipping expenses for returning the item remains the responsibility of the customer.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.


Exchange

To change a product, please return the product for a refund and place a new order on our website. We only replace items if they are defective or damaged


What is your policy for return of products that were purchased on a package offer?

If you have purchased products with a package offer such as "buy 1, get 1 free", all products needs be returned. It is not possible to return individual products as this is a package offer.


Return Information


How do I return my order?

Please contact our customer support team at hello@woloo.co and provide the following information:

  • Full name
  • Order number
  • Description of the issue

Our customer support team will provide you instructions on the return procedure.


Have you received my return?

We will contact you via e-mail as soon as we have processed your return. Please keep an eye on your junk mail as well. Depending on the country of dispatch, it usually takes 7-30 days for us to receive and handle your return.


How does it work with returns after purchasing a packaged offer

If you have purchased products with a package offer, all products needs be returned. It is not possible to return individual products as this is a package offer.


Warranty


Is there any warranty on the products purchased?

Different products might have different warranty periods. Please read through the product description on the item before your purchase.


Submit a complaint


How do I submit a complaint

If you wish to submit a complaint about a product, please e-mail us through hello@woloo.co with the following information:

  • Full name
  • Order number
  • Description of the issue
  • A clear image of the damaged item

Wong or damaged item received


I have received the wrong item, what do I do?

We are sorry to hear we have sent you an item that is different from what you have ordered! Please contact us through hello@woloo.co, and we will do provide an exchange of the item.


I have received a damaged item, what do I do?

If you have received a delivery containing a damaged item, we apologize for that! Please contact us through hello@woo.co and we will make sure to help you as fast as we can!

Do include the following when in you email:

  • A photo of the damaged product.
  • Your order number or the email address you used when you placed the order.

CONTACT


Contact Information


Contact Us

  • E-mail
    You may email us at hello@woloo.co. Under normal circumstances, we will respond within 2 business days.

  • Social Media
    You are welcome to contact us via our Instagram channel.
    We are available at: www.instagram.com/woloo.store


What are the customer support opening hours?

We do our very best to answer any questions you might have as quickly as possible. We aim to answer within 2 business days.

Our customer support hours :
Weekdays: 9am to 5:00pm (GMT+8)
Saturdays: 10am to 1pm (GMT+8)

We respond on our instagram channel during weekdays.


I have sent you an email, why have I not received a response yet?

Don't worry, if you have already contacted us we will get back to you as soon as possible. Please keep an eye on your junk mail as well. For urgent matters, you may drop us a private message on our instagram account.

Our customer support hours :
Weekdays: 9am to 5:00pm (GMT+8)
Saturdays: 10am to 1pm (GMT+8)

We respond on our instagram channel during weekdays.


Our Office

Our office is based in the sunny island of Singapore.