REFUNDS & RETURNS

📦 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 items, you must provide a full unboxing video without pausing or editing, starting from the moment you hold the sealed/unopened package/box/envelope in your hand before you begin opening it. We recommend watching the guidance video at the end of this page to learn how to film an unboxing video properly. This is essential for us to assess and expedite necessary actions such as additional delivery, replacement, or refund. The video must be sent to WONDERNARA within 3 days of receipt of the product.

Small spots or scratches on the photocards or sealed albums cannot be compensated as they originate from the organizers.

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

After receiving your refund request, we will send you an email to notify you of 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.

CANCELLATIONS:

• Pre-Order Video/Fansign Event items: 
  
  Only approved for cancellation requests made BEFORE the purchasing deadline mentioned in the product description. No cancellations are possible if your request was AFTER the deadline for these items. If you send your email request before the deadline, and we did not reply by the deadline, please rest assured that your request will still be honored. :)
  
  
  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 reservation 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 hold the items until all the items have arrived and then ship the order. If you request a partial shipment of the items that have already arrived, we will ship those items first and the remaining items later, free of charge, as soon as they are ready. Please contact us by email to request an early partial shipment. Please note that we may request an additional shipping fee if your order is less than twice the free shipping requirement.

UNWANTED RETURNS
Returning shipments 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 finalised 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, group, different POB Photocard Event, different album, etc)
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 we do not offer refunds for matters, information or specifications that are clearly stated in the product description (e.g. random POB photocard when you thought it was member select). If it is mentioned there, it is not our responsibility.

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, if you received the wrong items and followed the instructions in the "DAMAGED/WRONG ITEM RETURN" section, we will send you the correct item. Please email us on hi@wondernara.com and we will explain the process carefully to you. 

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. 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.