Exchange and Refund Policy
WLAM accepts exchanges within 7 days of the date you receive your order. We do not accept returns for refunds due to a change of mind (not liking the color or style, ordering by mistake, etc.). The cases that qualify for a refund are listed in section 3. Please check our Size Guide before ordering.
1. Size or style exchanges at your request
- Each order can be exchanged once.
- Exchange for another size, or for another style of equal or higher price (you pay any difference).
- Items must have all tags and labels attached, be unworn and unwashed, and come with all boxes, bags and included accessories.
- An order number or invoice is required.
- Discounted and clearance items are not eligible.
- The customer covers shipping both ways.
2. Defective, wrong or not-as-described items
This applies to all items, including discounted ones. WLAM replaces the item and covers all shipping costs when:
- Manufacturing defect: tears, uneven seams, broken zips.
- Wrong delivery: wrong item, size or color versus your order.
- Not as described: material, measurements or color clearly different from the information on our website.
If the same item in the same size is no longer available, WLAM refunds you under section 3.
3. Refunds
WLAM issues refunds in the following cases:
| Case | Refund amount | Refund time |
|---|---|---|
| WLAM cancels a paid order (item out of stock, order details cannot be verified) | The full amount paid | Within 3 business days of cancellation |
| You ask to cancel a paid order before it is handed to the carrier | The full amount paid | Within 3 business days of WLAM confirming the cancellation |
| Some items in a paid order are out of stock and you do not choose a substitute | The value of the out-of-stock items | Within 3 business days of your confirmation |
| An item is defective, wrong or not as described and WLAM has no replacement | The item price plus the shipping fee you paid for that item | Within 3 business days of WLAM receiving the item back |
Refund method: OnePay payments are refunded to the card used; bank transfers are refunded to the bank account you specify. The time for funds to reach your account after WLAM issues the refund depends on your bank.
WLAM does not refund items returned due to a change of mind, or items that have been used or no longer have their tags and labels attached (except for manufacturing defects).
4. How to make a request
- Contact WLAM on Zalo/phone at +84 908 096 905, by email at sales@wlam.com.vn or via our Facebook page, with your order number and photos of the item.
- WLAM replies and explains how to send the item within 24 hours (excluding Sundays and public holidays).
- WLAM inspects the item and ships your exchange within 24 hours of receiving it (excluding Sundays and public holidays). For refunds, WLAM pays within the times in section 3.
See also: Complaints Handling.