ORDERING & CUSTOMER SERVICE
1. What should I do if I have forgotten my ID or password?
>> If you forgot your ID or password, follow the ‘FORGOTTEN ID & PASSWORD’ instructions on the Sign in page. You will receive an email with a link to reset your password.
2. How do I place an order without creating an account?
>> You can order as a guest on WE11-DONE.COM. If you click the ‘CHECKOUT’, you will be forwarded to ‘Sign in’ page. Simply, choose the option ‘ORDER AS A GUEST’ once you are ready to checkout.
3. How will I know whether you received my order or not?
>> When you place an order, WE11-DONE.COM will send you an order confirmation via your registered email address. In case you have entered an incorrect email address, please contact our customer care team via email and we will send you an order details.
4. How can I cancel my order?
>> You can cancel your order by inquiry to our customer care team before it has shipped. If you have requested a cancellation after the order has shipped, you must return your order for a refund.
5. I have entered an incorrect address, how do I change?
>> Please contact our customer care team before the order has shipped.
SHIPPING & DELIVERY
1. How can I track my order?
>> You will receive a shipping confirmation email with a tracking number once your order is shipped from our warehouse. If you are registered, you can also see the details of your order by clicking the ‘MY ACCOUNT’ and select an order.
2. How long does delivery take?
>> Estimated delivery time is depending on the country. Usually it takes 3 to 7 business days.
3. How much duties and taxes will I have to pay?
>> We ship DDU(Delivery Duty Unpaid) to all countries. You may have to pay duties and local import taxes depending on your order amount. Duties and taxes will be estimated by your local customs. Shipping company will contact once your shipment is in customs. Since there are cases where shipping is delayed, we highly recommend you to pay as soon as you receive a report from the shipping company, as it is your responsibility to pay the necessary charges for customs to release the goods.
1. What payment methods does WE11-DONE.COM accept?
>> We accept credit cards in all countries. You can use Visa, MasterCard, American Express, Maestro and JCB cards. You will see more about what payment methods we offer once you checkout.
2. Which currency will my purchase be made?
>> We charge in USD in every country, although you will always be charged in your selected purchase currency, you can choose to see pricing in your local currency as well; please note, this is for display purposes only and prices are calculated using exchange rates that are updated daily.
3. Why my credit card is declined at checkout?
>> We are sorry for the inconvenience, but these kinds of problems mainly occur due to your bank. Please contact your bank or credit card company to ask if they have blocked on your card or your card is valid for online purchases.
RETURNS & EXCHANGES
1. How do I return an item?
>> Please check our Returns Policy
2. How do I exchange an item?
>> Unfortunately WE11-DONE.COM only accept returns at this moment, if you want to exchange your item(s), you must return your original order first and order again.
3. I have received faulty item(s) what should I do?
>> In case of faulty item(s) or wrongly received item(s), please contact our customer care team via email within 7 days of the receipt.
4. When do I get my refund?
>> After we have received your return, your refund will be processed within 3 business days. You will receive an email to the address listed on your account when this transaction has taken place. Please note that your bank or Credit Card Company may require additional days to process this transaction to your account once they have received the information from us.
If you are not satisfied with your order, you may return items within 14 days.
You have 7 days from delivered date to request a return authorization number then you have a further 7 days to return items.
• Item(s) must be returned within 14 days.
• Item(s) must not be worn, altered, damaged or washed.
• Item(s) must have all tags attached and be returned in original packaging.
• Item(s) must be returned with any designer packaging such as authentic cards, dust bags and designer’s original labels.
• Item(s) returned without the original tags or a damaged tag, may result in a delayed refund or may not qualify for a refund.
• All Shoes must be accompanied by the original shoe box and dust in its original condition.
• Swimwear should be tried on over underwear. Returns may not be accepted if the hygienic strip has been removed.
• Original shipping and handling charges are not refundable.
• Final Sale items may not be returned.
• Returns should be shipped using the service used for original delivery.
• Any returns do not comply with the above may be denied at the discretion of WE11-DONE.COM
• Return Address: 5th Floor 25, Apgujeong-ro 72-gil, Gangnam-gu, Seoul, 06015 Republic of Korea (RAREMARKET CO.)
After we received the returned merchandise, your refund will be issued back to the original method of payment.
It takes time to get refunded and refund period is different depending on the type of card.
Refunds are made in the same currency as the purchase; however, potential losses due to fluctuations in the exchange rate will not be refunded.