Refund & Return

Refund & Return

📦 IMPORTANT: If there is a missing or damaged product, additional delivery, replacement or refund is possible only for those who have an unboxing video.📷 As proof of product defect / damage / missing, you must provide a full unboxing video without pausing or editing from the moment you hold the sealed/unopened package/box/envelope in your hand before you start opening it. Small spots/scratches on the photocards or the sealed albums cannot be compensated as they come like that from the organisers.📦 This is essential for us to assess and expedite necessary actions such as additional delivery, replacement, or refund. 📷 This to be sent to WONDERNARA within 3 days of receipt of the product.

Contact us at hi@wondernara.com with your order number and the list of items that have issues or items you wish to return. Please know that Pre-Order Video/Fansign Event merchandise are NOT applicable for returns due to them being custom items. For regular item returns, make sure to contact us within 14 days for the refund & return request. If 14 days have gone by since you got your order, unfortunately we cannot offer you a refund.

After receiving your refund request, we will send you an email to notify you about the approval or rejection of your refund. Any returns made without the agreement of our customer service team will be discarded and are not refundable.

Cancellation

Pre-Order Item Cancellation Policy
Pre-Order Video/Fansign Event items are only approved for cancellation before the purchasing deadline mentioned in the product description. No cancellations are possible after the deadline for these items.

This is because to process your pre-order we create a special reservation for you with one of our suppliers or manufacturing partners, and pay them before the item production kick-starts, or before it is available for sale to the general public. Member select photocard pre-orders are still available for cancellation and are not affected by the deadline policy.

For cancellations, you must contact us at hi@wondernara.com before the purchasing deadline, since the moment we place a reservation for the products with the supplier, Wondernara itself cannot opt out of the reservatione either.

Regular items cancellation


To request a cancellation on regular items (those without pre-order deadline notice), please contact our customer service at hi@wondernara.com with your order number and cancellation request. When you cancel your order within 48 hours of ordering, you will receive your refund on your credit card or PayPal account (we refund orders manually and refunds can take 1-5 business days to appear on your payment account).

Please note that we cannot issue a cancellation if an item has already been shipped out to your destination address. 

Partial Shipment Policy

As you may already know, we need 1-12 business days to prepare an order. This is because Wondernara is a low-inventory store. If all the items are not ready after 8 business days, we will ship the ready items on the 12th business day and ship the late items later, free of charge as soon as they get ready. If you wish for an early partial shipment, please contact us by email, please note that we may request for the additional shipping fee if your order is less than twice the free shipping requirement.

Unwanted Returns

Returning shipment of unwanted merchandise are sent at the customer's expense. Customers are responsible for the return shipping fees. The return shipping fees are not available for refund. 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.

Wondernara offers full unwanted refunds for customers that have changed their mind, provided:

  1. The item is unworn, unwashed, undamaged
  2. Notified us within 14 days of receiving your package
  3. Original tag(s), wrapping(s) or box(es) are intact
  4. Shoes must be tried on indoors and show no signs of wear
  5. Understand that accessories including swimwear, underwear, jewelry and eyewear can not be returned due to hygienic reasons

All refunds from unwanted items will be returned to your original means of payment. SALE items are also eligible for an unwanted refund.

Refunds will be finalized once we receive the items and confirm that the requirements were met.

Damaged/Wrong item Return

Please contact our Customer Service Team before any action is made, along with pictures showing the defect/issue.

  1. The item is unworn and unwashed
  2. Different than what was ordered (item, color, texture, quality or overall look)
  3. Notified us within 14 days of receiving your package
  4. Original tag(s), wrapping(s) or box(es) are intact
  5. Please note that our items have the original brand's labels, and that a difference in labels and perceived size cannot be used to request a refund for 'wrong size'. Only and error in the detailed measurements in the Size Chart (on each product page, and in both inches and centimeters) will be accepted to make a claim.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-5 days.

Wondernara reserves the right to refuse returns when the above conditions are not met. Wondernara reserves the right to refuse products sent back without prior consultation.


 

Exchange

We're sorry, but item exchanges are currently not possible. However, you may place a new order before or after receiving your refund, since the return order and the new order are independent processes.

Out of Stock Refund

When a product you ordered is sold out, we refund the amount to your credit card or PayPal account and notify you via your registered e-mail address. This means that your product is sold out from the market and is no longer available for shipping. Due to the fast-paced fashion industry in Korea, popular products quickly sell out. We try our best to most efficiently notify our customers and update our system as frequently as possible to prevent such cases, but sometimes these instances are sometimes inevitable. We sincerely apologize for such inconvenience :(

In the case that more than 50% of the number of products in your order is sold out, you may choose to cancel the entire order. Should this be the case, please email us within 48 hours of receiving the last sold out notification email. We want to make sure you receive the items you ordered as soon as possible, so if we do not hear back from you, we will go ahead and process the rest of your order as planned. Please kindly understand after this time frame, the option to cancel the order will unfortunately be no longer valid.

Shipping costs of returns

You will be responsible for paying for your own shipping costs for returning your items. Shipping costs are non-refundable.

Failure to deliver

Wondernara is not responsible for packages sent back due to factors outside of our control, such as the absence of the recipient, customs, wrong address information, incorrect recipient name, etc. When a shipment is sent to our carrier's warehouse due to these complications, the carrier reserves the right to dispose of the shipment. Wondernara will not be able to process a refund for these cases.

Current Video Call Events

View all products

FAQs

1. Purchase an album (or more) through our video call/fan sign event on our website. 1 album purchase equals 1 entry for the internal Wondernara raffle*.

2. Fill out the form that you can find in the product description. If you have questions in regards to the form, please reach out to us on hi@wondernara.com

3. After the application deadline period ends, we pick the internal Wondernara winners through a raffle. The internal winners will be announced through email to all participants. The number of winners vary each time, as it depends on the total customer sales and the artist. Read more in the next slide.

4. The final step is Wondernara purchasing albums under the internal winner(s)' information through the events' organizers. The quantity of albums we purchase under the internal winner's information to the organisers does not equal the internal winner's ordered quantity; it exceeds it by a significant margin. That's the charm of attempting a video call through us.

* Internal Wondernara raffle is a raffle (drawn at random) that we run amongst our customers to draw internal winners. Sometimes we have 1 or more winners, it all depends on the volume of the orders. The internal winners are the ones that we submit their info to the video call fansign organisers for the external raffle.

No, we do not raffle after the members within the group; we raffle between all customers of the event, no matter which member you have selected. This can cause multiple customers to win the same member. This can also mean some members do not get chosen for the fan call/fansign application.

For example, if you applied for the ATEEZ video call event, we ran a raffle among all of our customers that purchased from that event. The raffle then picks the internal winner(s). Based on those winners’ choices, we select the ATEEZ members we will apply for.

The reason for this system is that we cannot predetermine the number of internal winners before the event finishes, as we need to know the total order sales to increase the chances of winning the final call with the artists for our internal winners. If we raffle per member, it will cause every customer to have a low to 0 chance of winning the external raffle.

The process goes like this: Video call event ends → we look into the total order sales and saw we can e.g. safely select 4 internal winners (example number) → we raffle amongst our customers and pick e.g. 4 (example number) internal winners based on the raffle → we check the internal winner’s e.g. ATEEZ member choices → apply for the video call for them.

No, the internal Wondernara winner(s) is/are the winner(s) amongst our customers. We submit the internal winner(s)’s information to the video call organiser (step 2 from previous slide) and purchase albums under the winner(s)’s name.

You are welcome to place an order for the next event, but to give other fans a chance to win, your entry for the next video call event for the same idol group/artist will not be counted if you have already won twice during the current comeback period. By joining, you will only receive the limited edition merchandise that are part of the event.

After the next video call for the same idol group/artist passes, you are welcome again to join for entries and win video calls with your favorite artist, provided you have not exceeded the two-win limit for the current comeback.

We have set up this rule to avoid the same fans winning multiple times during a single comeback, ensuring fairer chances for everyone in each event. You can apply for entries for a different artist event without issues.

Yes, you will receive the items you have ordered through the video call events, including albums, platform albums, photocards, and pre-order benefits. The price you pay includes the items mentioned in the listing along with the video call attempt.

You could buy through the organisers directly, although you most likely need to buy a lot of albums in order to win. If you order through Wondernara and win the internal raffle, your chances of winning the final raffle are extremely high! Even if you buy 1 entry through Wondernara, your chances on winning the internal Wondernara raffle are high too!

Furthermore, we’re very proud to say that almost all of our previous internal Wondernara winners were able to win the final raffle for the call with their artists. As based on our expertise and knowledge on these events, we know how to increase the chances of winning final calls.

We do not disclose the number of internal winners beforehand. This is decided by Wondernara after the event ends. This is due to the nature of these type of events in which the total customer sales in regards to the artist matter a lot! The more entries we receive, the higher our chances become for winning final raffles for video calls!

Unless we state otherwise, the POB photocards and the album versions are random.

For example, if you applied for a video entry with Choi San from ATEEZ, you could receive a e.g. Seonghwa POB photocard with an album version Z.

Photocards/albums are distributed based on the quantity purchased. Pre-order benefits (POB) photocards will be randomly distributed to customers, regardless of the quantity purchased (therefore, duplicates may occur, please consider this when placing your order).

No, you do not have to resubmit the form for the same event. The form is designed to gather all necessary data to register you for the video call. We will only use your information for this specific event and only if you are the internal winner. If you have any questions regarding the form, please reach out to us at hi@wondernara.com.

HOWEVER, please be aware that if you have applied for two different video call events on our store, you will need to submit a separate form for each specific product. For instance, if you applied for both ATEEZ Makestar and ATEEZ Soundwave, you should submit the respective form for each event, as they are two distinct events. You can find the form for each event under the product description for that specific event.

For PRE-ORDER event items, our listing and policy clearly state that cancellations or refund requests cannot be accommodated after the events end. This is because we place special orders with the organizers, and their strict event rules prevent us from requesting cancellations once the event has ended.

The album versions will be random. Even if you purchase 3 albums, there’s a chance you will receive duplicated album versions. However, we try to the most of our ability to ship non-duplicates to our customers, but as we are a small team, the workload of organizing can sometimes be too much, so we cannot guarantee being able to sort non-duplicates.

This varies from one organiser to another. Some video call events require you to select the member(s) you want to talk with. But other events let you talk to all members in one video call.

The guidelines for applying for a video call event can be found at the product description on the event pages at Wondernara.com. As mentioned, the rules can be different per event, so make sure to read the event details carefully before applying.

Just like the previous question, it always varies. Most organisers do not mention the length of the video call. Sometimes it's 3 minutes per member, this could be also less or more.

Therefore, please refer back to the product description on our store. We have all the details there for each specific video call event.

Latest Blogs

Curious about how it works to do a video call event? Read our blogs below 💜
Visit the blog
🎥 Guide to Participating in Video Call Events through KakaoTalk
Jul 22, 2024
🎥 Guide to Participating in Video Call Events through KakaoTalk