REFUNDS & RETURNS
Refunds & Returns 💜
We want you to be happy with your Wondernara order. Please read the policy below carefully so we can help you as quickly as possible if something goes wrong.
For damaged or missing items, we strongly recommend recording a continuous unboxing video and contacting us within 3 days of delivery. This helps us investigate claims efficiently. Claims without an unboxing video will be reviewed using other available evidence, in accordance with applicable consumer protection laws.
For the clearest evidence, we recommend that your video:
- Start while the shipping package is still sealed and unopened
- Show the complete opening of the parcel and its contents
- Be filmed continuously without pausing, cutting, or editing
- Be shared when you report the issue, where possible
Please send your order number, explanation, and any available photos or unboxing video to our Customer Service Team .
⚠️ Small manufacturing marks, tiny scratches, print marks, or minor imperfections on sealed albums, photocards, or organizer benefits may originate from the manufacturer or event organizer and may not qualify for compensation.
Policy Overview
Eligible unused items can be requested for return within 14 days of receipt.
Eligibility depends on the order type, event deadline, and processing status.
Approved refunds are processed to the original payment method within 1 to 5 business days.
Exchanges are not available. Packing mistakes will be handled separately.
❌ Order Cancellations
Video call and fansign event orders may normally be cancelled only before the application or purchasing deadline stated on the product page. Once the deadline has passed, cancellation is not possible because event entries may already have been counted, submitted, or purchased through the organizer.
Pre-order cancellations are only possible before the cancellation or purchasing deadline stated on the product listing. After that deadline, Wondernara may already have committed the order to the supplier and cancellation may no longer be possible.
Cancellation may be possible if the order has not yet been processed or secured for the event. Eligibility depends on the specific event and order status. If the product page contains a special cancellation rule, the rule written on that product page applies.
Regular order cancellations may be possible as long as the order has not already been packed, processed for shipment, or shipped.
Please contact our Customer Service Team with your order number as soon as possible. Cancellation is only confirmed after our team has checked your order status.
📌 Product and Event Page Rules
Some products and events have special cancellation, return, or refund conditions. Please review the product description carefully before purchasing. Any specific cancellation rules and deadlines stated on the product page take priority over our general cancellation policy.
↩️ Unwanted Returns
Changed your mind? Eligible regular items may be returned for a refund if all return conditions below are met.
Return shipping costs are the customer's responsibility and are non-refundable.
Return conditions:
- The item is unworn, unwashed, unused, and undamaged
- You contact Wondernara within 14 days of receiving the package
- All original tags, packaging, wrapping, boxes, and accessories remain intact
- Shoes have only been tried on indoors and show no signs of wear
For hygiene reasons, certain sealed products may not be eligible for return once their protective seal has been broken after delivery. This may include underwear, swimwear, and hygiene-sensitive accessories where applicable.
Preorder albums, POBs, and event merchandise may have special cancellation and return conditions. Please review the cancellation policy in each product description to check whether the preorder can be cancelled and the applicable cancellation deadline. Applicable statutory withdrawal rights remain unaffected.
SALE items may be eligible for an unwanted return unless otherwise stated on the product page.
⚠️ Wrong Item or Packing Error
If you believe Wondernara sent the wrong item, wrong album, wrong group merchandise, wrong event benefit, or incorrectly packed your order, please contact us before taking any action.
Please include:
- Your Wondernara order number
- A clear explanation of the issue
- Photos showing everything received
- An unboxing video, if available, to help verify the packing issue
Please do not use, wash, open further, or alter the affected product while the case is being reviewed.
If the product page clearly stated that an album version, photocard, POB, member, or inclusion was random, receiving a different member or version is not considered a packing error.
💔 Damaged Items
If an item arrives damaged, we recommend contacting us within 3 days of delivery with your order number, photos, and any available unboxing video. We will also review claims without a video or after this period in accordance with applicable consumer protection laws.
Our team will review whether the damage occurred during Wondernara's handling or packing, during international transportation, or originated from the manufacturer or organizer.
Depending on the result of the review, we may offer a replacement, additional shipment, partial refund, or another appropriate solution.
📦 Missing Item
If something appears to be missing from your package, please contact us preferably within 3 days of delivery. This recommendation does not limit your statutory rights.
An unboxing video starting from the sealed shipping package is helpful to verify the contents of the shipment, but claims without a video will also be reviewed using other available evidence.
Please include your order number and clearly identify which item or benefit you believe is missing.
💿 Albums, Photocards & Organizer Benefits
Minor manufacturing marks, small scratches, print variations, and slight imperfections may occur on albums, photocards, POBs, and event merchandise.
These imperfections do not automatically qualify for compensation. Each claim will be reviewed based on the product's condition, the manufacturer's quality standards.
📦 Order Preparation & Mixed Orders
Regular in-stock items may require approximately 1 to 12 business days for processing and preparation before shipment.
Pre-order and event products follow the supplier or organizer timeline shown in the product description. These products may take longer because Wondernara must first receive the merchandise, albums, photocards, or event benefits at our Seoul office.
If your regular-shipping order contains multiple items, the order normally ships only after all items in the order have arrived and are ready. We cannot ship the complete order while one or more products are still waiting to arrive.
📬 Partial Shipment Requests
If some items in a regular-shipping order are ready while others are still pending, you may contact us to ask whether an early partial shipment is possible.
Approval depends on the order, products, and packing status.
An additional shipping fee may apply when splitting an order into multiple international shipments. Our team will confirm any additional cost before proceeding.
🚫 Out of Stock Refunds
If an item you ordered unexpectedly becomes unavailable, Wondernara will refund the unavailable item to your original payment method and notify you.
We do our best to keep inventory information accurate, but stock may occasionally become unavailable after an order is placed.
If more than 50% of the order becomes unavailable, you may request cancellation of the remaining order by contacting us within 48 hours of the latest out-of-stock notification. If we do not receive a cancellation request, the remaining available items will continue to be processed.
🚚 Failed Delivery & Returned Parcels
Customers are responsible for entering a complete and accurate shipping address and recipient information.
Wondernara is not responsible for failed delivery, returns, disposal, or additional carrier charges caused by circumstances outside our control, including:
- Incorrect or incomplete shipping address
- Incorrect recipient name
- Recipient absence
- Failure to collect a parcel
- Unpaid customs duties or taxes
- Customs refusal
- Local carrier delivery issues outside Wondernara's control
If a carrier returns, stores, or disposes of a package because of these circumstances, Wondernara may be unable to issue a refund.
🔎 Delivery & Tracking Issues
Once a parcel has been handed to the shipping carrier, final delivery is handled by the carrier and its local delivery partners.
If tracking shows a delivery issue, customs hold, delivery attempt, or delivered status that you cannot locate, please contact your local carrier first.
You can also check international tracking through parcelssapp.com.
💳 Refund Process
Approved refunds are returned to the original payment method.
Wondernara processes approved refunds within 1 to 5 business days.
Your bank, card provider, PayPal, or payment provider may require additional time before the refunded amount appears in your account.
Returns sent to Wondernara without prior approval may be refused and may not qualify for a refund.
🚫 Exchanges
Wondernara does not offer standard product exchanges. If Wondernara made a confirmed packing mistake or sent the wrong product, our Customer Service Team will review the case and arrange the appropriate solution.
Please contact our Customer Service Team first and wait for return instructions. Do not send items back without prior approval.
Need help with a return or refund? 💜
Contact our Customer Service Team with your order number and details about the issue.
Contact Wondernara Support
