Frequently Asked Questions

If your order has been completed successfully, an automatic “order confirmation email” is sent to the email address you provided when ordering.

If you haven't received the email, please check your spam/junk folder.
If you are using a carrier email address, the email may be blocked by the carrier and not arrive.
Please set up your inbox in advance to allow emails from the following address.

Automatic sender email address: wgong.shop@gmail.com

Also, if you registered an account beforehand, you can check your order status on the My Page section of the site.

*Please note that it may take some time for the email to be sent.

*If you entered the wrong email address, please let us know via our official Instagram DM.

If you need a receipt, please contact us via our official Instagram DM and let us know, along with the following information.
・Name
・Email address used for the order

We accept size exchanges only, and only for customers who contact us within 3 days of receiving their order.For details,click here

Please also note in advance that we are unable to accept cancellations for reasons of personal preference.

Please note in advance that we are unable to accept cancellations for reasons of personal preference.

We do not accept cancellation of individual items within an order for reasons of personal preference.Thank you for your understanding.

An item is only reserved once your order is completed; simply adding it to your cart does not reserve it.Thank you for your understanding in advance.

If shipping preparations have already progressed, we are unable to make changes.Thank you for your understanding.

We're sorry for the inconvenience, but you can change the delivery address yourself by contacting the carrier directly using the tracking number noted in the shipping confirmation email.

We aim to ship within approximately 7 to 14 business days after purchase.

*If a defect is found in a product, we will arrange a replacement with the brand, which may cause a delay.Thank you for your understanding.

*Delivery may be delayed due to the carrier's circumstances.

*Delivery may be delayed if it spans a long public holiday period.

It is not currently available.

We are considering introducing it in the future, so we appreciate your patience in the meantime.

We aim to deliver your order within approximately 2 weeks of purchase.

*If a defect is found in a product, we will arrange a replacement with the brand, which may cause a delay.Thank you for your understanding.

*Delivery may be delayed due to the carrier's circumstances.

*Delivery may be delayed if it spans a long public holiday period.

Due to system constraints, we are unable to combine separate orders into a single shipment.Thank you for your understanding.

For details on shipping fees, please refer toShipping Policy.

We are unable to accept date/time specifications at the time of order.

If you would like to specify a delivery date and time, please check the waybill number (tracking number) noted in the shipping confirmation email and contact the carrier directly yourself.

Tracking is usually available about 6 business days after the shipping confirmation notice, right around the time the package is about to arrive.

This may vary by a day or two depending on delivery conditions.

Please see below for details on each payment method.

Credit Card
VISA, Mastercard, AMEX, and JCB are accepted.

Apple Pay, Google Pay
You can pay using the payment information registered with each respective service.

You can shop using just your email address and mobile phone number.Multiple purchases can also be paid together by the 10th of the following month.

Credit Card / Apple Pay / Google Pay / Amazon Pay
Payment is completed at the same time as your order.

If you don't receive your order confirmation email and are unsure whether your order went through correctly, please contact us via our official Instagram DM.

You will receive direct contact from the payment service you selected, so please follow their instructions.

We are unable to change the payment method.Thank you for your understanding.

Credit Card / Apple Pay / Google Pay / Amazon Pay
Billing occurs at the same time as your order.

After your order, you will receive a billing notice later from the payment service you selected.

Due to system constraints, payment is made per order.

Credit card information entered at the time of order cannot be deleted or changed afterward.

In addition, our site does not retain customers' credit card information, so we are unable to check or confirm card details.

Thank you for your understanding.

We are unable to change the billing name, address, or phone number.Thank you for your understanding.

If an error occurs and payment is not completed, the following causes may be possible.

・Incorrect card details (card number, security code, etc.)

・The card has expired

・Payment declined by the card issuer

As we are unable to determine the exact cause, we kindly ask that you check directly with your card issuer.

noreply@paidy.com

Thank you for your understanding in advance.

noreply@paidy.com

https://support.paidy.com/hc/ja/requests/new?noredirect=true

0120-971-918

Smartpayとは
4週間ごとの3回払いで支払いを行う、金利も手数料もかからない決済方法です。

Smartpayの利用方法
WGONGでお買い物をされる決済時に、支払い方法としてSmartpayを選択してください。

初めてSmartpayで購入される場合は、新規アカウントを作成するための詳細情報のご提供が必要となります。その後は、購入を確認するだけで購入が済ませられるように手順がシンプルになります。ただし、先にログインが必要なことがあります。

決済完了後、WGONGが商品を発送します。Smartpayは、決済時に表示された支払いスケジュールに従い、登録済みのデビットカードまたはクレジットカードに自動的に請求を行ないます。

ただし、Smartpayはお客様のご購入を承認しない場合もありますのでご注意ください。

Smartpayの利用条件
Smartpayは以下の条件を満たすお客様にご利用いただけるお支払いサービスです。
・日本にお住まいであること
・18歳以上であること
・法的拘束力のある契約を締結できること
・有効かつ確認可能なメールアドレスおよび日本の携帯電話番号をお持ちであること
・商品を配送できる住所を国内にお持ちであること
・日本発行のクレジットカードまたはデビットカードをお持ちで商品を購入できること

Smartpayは利息･手数料無料で利用できます
SmartpayはWGONGが購入者様に提供する無料サービスです。初期費用や決済手数料はかかりません。購入者様には、一切の利息または延滞料が発生しません。

上限金額
Smartpayは、お一人お一人のSmartpayユーザーに、支払い可能な残高を設定させていただきます。しかし、購入金額が支払い上限の範囲内であったとしても、Smartpayはご購入を拒否することがあります。

ご購入の承認に際しては、Smartpayは様々な要素を考慮に入れています。

返金プロセス
返金は、最後のお支払いから過去のお支払いへと、順に処理していきます。WGONGがSmartpayに返金を行うと同時に、お客様のアカウントに反映されます。全て、お客様がお支払いに使ったカードに返金となります。カード発行元および銀行による返金金額の処理には最大10営業日を要することがありますのでご了承ください。

Smartpayについて、さらに詳細を知りたい方はSmartpayのウェブサイトsmartpay.co の、「よくある質問」や「利用規約」「個人情報」をご覧ください。

If you would like a size exchange, please contact us via our official Instagram DM.

For details,click hereplease see the details here.

We do not accept returns for reasons of personal preference.Thank you for your understanding.

We do not accept size exchanges for reasons of personal preference.

WGONG only accepts product exchanges in the following cases.
・When the product is defective
・If you would like a size exchange (please contact us within 3 days of delivery)

For details,Return Policyplease check.

We take great care with product quality, but if your item arrives damaged or soiled, we're very sorry - please contact us via our official Instagram DM within 3 days of delivery.

*Even if you believe an item to be defective, it may not actually be a defect due to the characteristics of the product or its manufacturing process. We're sorry for the inconvenience, but please attach a photo of the affected area when you contact us.We will make the final determination.

*If an exchange is not possible due to stock availability, we will issue a refund instead.

*After reviewing the photo of the affected area, if we determine the issue to be fraying, marks, or similar that do not affect wearability, we are unable to accept a return or exchange as a product defect.

If you receive a different item than you ordered, we're very sorry - please contact us via our official Instagram DM within 3 days of delivery.

After confirming, we will promptly arrange for the correct item to be sent.

*If an exchange is not possible due to stock availability, we may issue a refund instead.Thank you for your understanding.

When creating product pages, we make every effort through color correction to accurately reproduce the actual color, but it may still appear different depending on your monitor's environment and settings.

In addition, color may appear different depending on whether the product is viewed under indoor fluorescent light or outdoor natural light, so we appreciate your understanding that this reflects the shooting environment.

Detailed sizing is published on each product page.If sizing is not listed, we'd appreciate it if you could contact us.

We're also happy to help with sizing questions before you buy, so please feel free to contact us via our official Instagram DM.

Materials are listed in the description section of each product page.

If it's not listed, or if you have any questions about a product's details, please feel free to contact us via our official Instagram DM.

In general, most items we carry sell out and go out of production within about a month of being listed.

Many items are sold for only one season or one production run, so we recommend purchasing promptly if there's something you're interested in.

In addition, the stock quantities listed are synced with the brand's latest inventory, but items listed further back are not synced, making them more likely to be out of stock.

We're sorry, but WGONG is currently unable to offer gift wrapping.

We also do not provide message cards or similar items.You can, however, specify the recipient's address as the delivery destination.

Business hours are weekdays 10:00-18:00 (Japan time). We are unable to respond to inquiries outside business hours, such as on weekends and holidays.Thank you for your understanding in advance.

Please also note that we are unable to respond by phone.

*For closures during Obon, Golden Week, and the New Year holidays, please check our site's top page or social media, as we announce these each time.

Please contact us via our official Instagram DM.

Registration isclick here