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Frequently Asked Questions

  • Account Management
  • Online shopping
  • Product release and delivery
  • Exchanges and returns
  • Authenticity and counterfeit
  • Miscellaneous
  • Benefit of creating an account
    When you register a new account on we11-done.com, you can experience convenient shopping tailored to your personal taste by using functions such as saving Shopping Cart, creating Wishlist, checking order history, and saving and managing shipping addresses.
  • How to create an account
    To create an account, click the Profile icon [ ] on the top right of the website. You can sign up for membership simply by entering your first name, last name, and email address.
  • Lost password
    If you click [Find Password] on the login page and enter the email address you registered at the time of signing up for membership, ID and password information will be sent to that email. Open the email, change the password as instructed, and log in again.
  • Checking your account information or deleting your account
    By logging into we11-done.com and clicking the Profile icon, you can check and edit the information registered at any time.
    You can delete your account in the [Account Settings] menu on your profile page. However, once you delete your account, you cannot restore it.
  • Wishlist
    After logging in to we11-done.com, click the Wishlist icon [ ] on the top right of the product detail page you are interested in to add the item to your Wishlist. If you disable the icon at the top of the product image again, the item will be removed from your Wishlist.
  • Product information
    WE11DONE is launching new products in various categories, such as clothing, hats, bags, shoes, and accessories by season and collection, and regularly updates catalogs for each product on we11-done.com.

    By clicking the product detail page, you can check detailed information such as size, material, color, design, composition, washing method, and country of manufacture for each product. However, the size of each product may have an error of 1 to 2 cm depending on how it is measured, and depending on the computer settings, the product color, material (fiber), or design may look different from the actual product.
  • How to order
    You can browse WE11DONE's new products and products in specific categories by selecting the menu at the top of the website.

    To order a specific item, go to the product detail page and enter the shipping information and payment method in the [Add to Shopping Cart] [Checkout] menu to complete the payment. You can click the Shopping Cart icon at the top of the website to check the information on unpaid items and complete your order at any time.
  • Payment method
    Payment can be made by credit card or the payment method specified on the website. WE11DONE sends the credit card information used to protect the payment information of customers who have purchased items to the payment gateway (PG) through a secure server. Credit card information is not stored separately on the website. Once payment is complete, you cannot change the payment information and payment method for the order, so if you wish to change, please cancel the order and place the order again.
  • Currency and tax
    If you purchase an item by accessing the website in the Republic of Korea, the item price and currency will automatically be in KRW. Purchases made in other countries will be in USD and cannot be changed to another currency when making payments.

    The item price displayed here includes Value Added Tax (VAT) in the Republic of Korea. If ordering from a country other than specified, taxes and duties may be charged separately during customs clearance.
  • Non-member order
    Even if you do not create a new account on we11-done.com, you can still order the items you want as a non-member.

    If you click the [Add to Shopping Cart]-[Checkout] button on the product detail page without logging in, you will be directed to the login page. Here, select [Purchase as a Non-member] and complete the checkout.

    To check the non-member order, go to [Track Order]. You will need the email address and order number entered at the time of ordering.
  • Order receipt
    When you finish ordering, we will send an order confirmation and invoice to the email address you registered. If you do not receive an order confirmation email within 24 hours after order completion, please call our customer service team (02-549-5375 or customercare@we11-done.com) or check the order history through the [Customer Center] menu at the bottom of the web page. We apologize for the inconvenience.
  • Order confirmation, modification, and cancellation
    If you log in to your account (log in by non-member order inquiry for non-members), you can check the details and current status of received orders.

    All orders can only be canceled or changed only if they are not shipped, so if there was a mistake in the ordering process or if you need to make changes to your order, please contact our customer service team as soon as possible.
    • Selecting the country to make the shipment
      Orders made in the Republic of Korea can be delivered only to the Republic of Korea, and overseas delivery services are not provided.
    • Product release and delivery
      When you complete ordering the item(s), it will take approximately 1 to 3 business days until the item(s) is shipped, and it will take approximately 3 to 7 business days after the item(s) is shipped to complete delivery. However, overseas orders may take more time depending on the local circumstances of the delivery country (including hold in customs clearance or delayed procedures and other carrier circumstances).

      All online orders are processed through designated carriers (CJ Logistics for domestic delivery and DHL Express for overseas delivery).
    • International shipping options
      WE11DONE values all orders from customers and strives to ensure the safe delivery of item(s) ordered by customers.

      In the case of overseas delivery, only the person him/herself or a designated agent can receive the delivered item(s). Our default delivery option is DHL's “Direct Signature Service.” If you are concerned about theft or loss of the item(s) during the delivery process, or if you want more secure delivery, please be sure to select the service when ordering and requesting delivery. If you are not happy with our service, please contact our customer service team immediately. We will do our best to satisfy our customers.
    • Delivery tracking
      Once the item(s) is shipped, we will provide you with the invoice number information for that shipment to the email address you entered when placing your order. You can check the status of your delivery by searching for the invoice number on the designated carrier website, or by logging into your account on the website (log in by non-member order inquiry for non-members). However, you can search for the invoice number from 7 p.m. of the day of sending the email.
    • Exchanges and returns
      In case of change of mind, you may exchange or return the item(s) within 7 days of receipt. If you want to proceed with returning item(s) or getting a refund, log into My Account on the website, and press [Cancel Order] on the item(s) you want to return. After this, return the item(s) within 7 days according to the guidance of our customer service team.
    • Reasons for not accepting returns
      In the case of the following reasons, the item(s) cannot be returned.
      • The value of the item(s) is damaged due to use, washing, repair, etc.
      • The return tag attached to the item(s) is removed
      • Any component included in the item(s), such as the main tag, packaging, dust bag, designer label, etc., is damaged or missing
      • If hygiene stickers attached to swimsuits, tights, lingerie, etc., have been
      • Additionally, if a return request was not notified to us in advance or if the return is sent after the specified return deadline, the package will be returned to the customer again, and any resulting shipping fees will be entirely the responsibility of the customer.
    • Refund procedure
      After the returned item(s) is received and the internal inspection is completed, the refund for the order will be processed, and the refund will be made in the currency and payment method used at the time of order. The time required to process a refund may vary depending on the payment method.
    • Authenticity verification service
      With the technology and know-how we have acquired from the SS22 collection to Certilogo®, we are providing the opportunity to check the authenticity of the WE11DONE product brand. For more details, please refer to the [Authenticity Verification] page at the bottom of the website.

      * We only verify the authenticity of products purchased in we11-done.com, and do not provide authenticity services for the products that are not purchased in we11-done.com over the phone or by email. Please contact the place of purchase directly.
    • Report counterfeit products
      WE11DONE IS ACTIVELY WORKING TO PROTECT INTELLECTUAL PROPERTY RIGHTS. To report a counterfeit product or a distributor/online website that sells counterfeit products, please contact our customer service team.
    • Our rights
      In order to protect our valuable brand value, WE11DONEhas the right not to sell its products to individuals involved in resale and transshipment activities.
    • Precautions when handling the product
      Care labels are attached to all products of the WE11DONE brand. Please check the washing method and handling precautions on the care label carefully.
    • Privacy policy
      WE11DONE safely processes and stores customers' personal information in accordance with relevant laws and regulations. If you want to know more about WE11DONE's privacy policy, please refer to the [Privacy Policy] page at the bottom of the website.

      If you have any inquiries or complaints or want damage relief related to personal information, please feel free to contact our customer service team (02-549-5375 or customercare@we11-done.com). We will respond and process without delay.

    Shipping To

    배송지 선택
    • Afghanistan
    • Albania
    • Algeria
    • American Samoa
    • Andorra
    • Angola
    • Anguilla
    • Antarctica
    • Antigua And Barbuda
    • Argentina
    • Armenia
    • Aruba
    • Australia
    • Austria
    • Azerbaijan
    • Bahamas The
    • Bahrain
    • Bangladesh
    • Barbados
    • Belarus
    • Belgium
    • Belize
    • Benin
    • Bermuda
    • Bhutan
    • Bolivia
    • Bosnia and Herzegovina
    • Botswana
    • Bouvet Island
    • Brazil
    • British Indian Ocean Territory
    • Brunei
    • Bulgaria
    • Burkina Faso
    • Burundi
    • Cambodia
    • Cameroon
    • Canada
    • Cape Verde
    • Cayman Islands
    • Central African Republic
    • Chad
    • Chile
    • Christmas Island
    • Cocos (Keeling) Islands
    • Colombia
    • Comoros
    • Congo
    • Congo The Democratic Republic Of The
    • Cook Islands
    • Costa Rica
    • Cote D'Ivoire (Ivory Coast)
    • Croatia (Hrvatska)
    • Cuba
    • Cyprus
    • Czech Republic
    • Denmark
    • Djibouti
    • Dominica
    • Dominican Republic
    • East Timor
    • Ecuador
    • Egypt
    • El Salvador
    • Equatorial Guinea
    • Eritrea
    • Estonia
    • Ethiopia
    • External Territories of Australia
    • Falkland Islands
    • Faroe Islands
    • Fiji Islands
    • Finland
    • France
    • French Guiana
    • French Polynesia
    • French Southern Territories
    • Gabon
    • Gambia The
    • Georgia
    • Germany
    • Ghana
    • Gibraltar
    • Greece
    • Greenland
    • Grenada
    • Guadeloupe
    • Guam
    • Guatemala
    • Guernsey and Alderney
    • Guinea
    • Guinea-Bissau
    • Guyana
    • Haiti
    • Heard and McDonald Islands
    • Honduras
    • Hong Kong
    • Hungary
    • Iceland
    • India
    • Indonesia
    • Iran
    • Iraq
    • Ireland
    • Israel
    • Italy
    • Jamaica
    • Japan
    • Jersey
    • Jordan
    • Kazakhstan
    • Kenya
    • Kiribati
    • Kuwait
    • Kyrgyzstan
    • Laos
    • Latvia
    • Lebanon
    • Lesotho
    • Liberia
    • Libya
    • Liechtenstein
    • Lithuania
    • Luxembourg
    • Macau S.A.R.
    • Macedonia
    • Madagascar
    • Malawi
    • Malaysia
    • Maldives
    • Mali
    • Malta
    • Man (Isle of)
    • Marshall Islands
    • Martinique
    • Mauritania
    • Mauritius
    • Mayotte
    • Mexico
    • Micronesia
    • Moldova
    • Monaco
    • Mongolia
    • Montserrat
    • Morocco
    • Mozambique
    • Myanmar
    • Namibia
    • Nauru
    • Nepal
    • Netherlands Antilles
    • Netherlands The
    • New Caledonia
    • New Zealand
    • Nicaragua
    • Niger
    • Nigeria
    • Niue
    • Norfolk Island
    • Northern Mariana Islands
    • Norway
    • Oman
    • Pakistan
    • Palau
    • Palestinian Territory Occupied
    • Panama
    • Papua new Guinea
    • Paraguay
    • Peru
    • Philippines
    • Pitcairn Island
    • Poland
    • Portugal
    • Puerto Rico
    • Qatar
    • Reunion
    • Romania
    • Rwanda
    • Saint Helena
    • Saint Kitts And Nevis
    • Saint Lucia
    • Saint Pierre and Miquelon
    • Saint Vincent And The Grenadines
    • Samoa
    • San Marino
    • Sao Tome and Principe
    • Saudi Arabia
    • Senegal
    • Serbia
    • Seychelles
    • Sierra Leone
    • Singapore
    • Slovakia
    • Slovenia
    • Smaller Territories of the UK
    • Solomon Islands
    • Somalia
    • South Africa
    • South Georgia
    • South Korea
    • South Sudan
    • Spain
    • Sri Lanka
    • Sudan
    • Suriname
    • Svalbard And Jan Mayen Islands
    • Swaziland
    • Sweden
    • Switzerland
    • Syria
    • Taiwan
    • Tajikistan
    • Tanzania
    • Thailand
    • Togo
    • Tokelau
    • Tonga
    • Trinidad And Tobago
    • Tunisia
    • Turkey
    • Turkmenistan
    • Turks And Caicos Islands
    • Tuvalu
    • Uganda
    • Ukraine
    • United Arab Emirates
    • United Kingdom
    • United States
    • United States Minor Outlying Islands
    • Uruguay
    • Uzbekistan
    • Vanuatu
    • Vatican City State (Holy See)
    • Venezuela
    • Vietnam
    • Virgin Islands (British)
    • Virgin Islands (US)
    • Wallis And Futuna Islands
    • Western Sahara
    • Yemen
    • Yugoslavia
    • Zambia
    • Zimbabwe

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