ACCOUNT RELATED
1.Should I create an account before making purchase?
For the best Wishe experience, we recommend that you sign up for a free account here. Sign up is quick and easy, plus you'll be able to enjoy perks like earning points and members-only benefits! Click here to find more benefits.
If you don't want to sign up at the moment, you can still shop and checkout as a guest.
- I forgot my password, how do I reset it?
To reset your password, click “Forgot password” on the sign in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team.
SIZE&FIT
- How do I find the right size?
Use our Size Guide to find the best size based on your measurements.
For more specific sizing information, please feel free to reach out to our Customer Care Team and we'd be happy to help you find the perfect fit!
- Is everything true to size?
At Wishe, we take pride in our dedication to making sure that all of our pieces are true to size. The best way to choose the right size for you is to take your measurements according to our 'How to Measure' guide above.
- Why are there different size charts on the website？
To provide a better fit, we have listened to customers and constantly seeking ways to improve our products and optimize our size chart. If you have any questions about fit or need help selecting your size, please don't hesitate to contact our Customer Care Team.
- What does one size mean?
One size (OS) means that the item only comes in one size that is made to fit a range of sizes.
When it doubt, feel free to contact our Customer Care Team for assistance on finding the perfect fit for you!
PAYMENT ISSUES
- To pay with Paypal or Klarna
Step 1：Create an account on the Paypal/Klarna website.
Step 2：After clicking “Complete order”, you will be redirected to Paypal/Afterpay/Klarna to complete your purchase securely.
Step 3：Select "REMEMBER ME" to save your information for a faster checkout.
- What should I do if my card is declined?
To ensure your order is not declined when placing a new order we suggest the following:
- Check the card details on your Wishe account to make sure the information is correct, e.g. the expiration date or balance in your account.
- Make sure you enter the security code correctly - that's the three digit number on the back of your card.
Your credit or debit card company may have declined your payment. If this is the case, you will have to discuss directly with the issuing card company to find out why as we have no access to this information.
- As an alternate solution, you can try paying with a different card.
If you've tried the options above and are still having problems, contact our Customer Care Team with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can.
- What should I do if there is a payment error?
If you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.
- Are my details safe when ordering online with Wishe?
Wishe takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!
COUPON
- Are there any coupons or promo codes I can use?
Sign up for our email newsletter and keep an eye out on our homepage as we are always featuring awesome campaigns, some of which do have coupon codes.
- Can I use more than one coupon code on my order?
At this time, only one promotion (coupons, free shipping vouchers, promo codes) can be applied per order.
- How do I use coupons or gift cards?
To use a coupon code , enter it into the "coupon code" field during checkout and click “Apply.
Please note that each code can only be used once. Discounts cannot be combined with other promotions.
- What do I do if my coupon isn't working?
If your coupon isn't working, please feel free to get in touch with our Customer Care Team for assistance. Please keep in mind:
- Only one coupon code can be used per order.
- Conditions of each promotion vary, so make sure you check the details provided when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiration date or a limited amount. You should be able to find the conditions in the same place you found the code whether it be through an email or on our website.
- Some codes will only work for designated people. If you've received the code in an email from Wishe, then the code may be only eligible for use with that email address. Make sure you are completing the purchase using the same email address that the code was sent to.
ORDER RELATED
- Can I cancel or change my order?
Your order can be cancelled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return any unwanted items by following our Return Instructions after you receive it within 30 days upon delivery.
For expedited assistance, please contact our Customer Care Team via email within 12 hours after order was placed.
- How can I find my order information?
You can log into your account on our website to view your order history. You can also review order information in the confirmation email that was sent to you at the time of purchase.
For further assistance, feel free to reach out to our Customer Care Team.
- My order didn't go through. What should I do now?
If your payment has been declined, then you'll need to double check your payment information and place your order again. We aren't able to reinstate an order once the payment has been declined.
Need further assistance? Contact our Customer Care Team, include as many details as you can about the issue (including any error messages you receive), and we'll try to resolve it as soon as we can.
- How can I get free shipping for my order?
You can click here to view Wishe's shipping policy. Please note that shipping fee is determined by the order value after any discounts have been applied.
DELIVERY
- How long will it take to receive my order?
It usually takes 3 business days to process your order (while some items may need 5 business days). We will send you an email if the processing time takes longer than expected.
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
- If my order is delayed, what should I do?
If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Care Team. We'll be more than happy to help!
- Can I have my order redirected to a different address?(shipped)
Please note that once your order has been shipped and in transit, we will not be able to update the shipping address.
If the original address is a valid address, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.
If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Care Team with the order number. We'll be more than happy to help!
- How do I track my order?
If you have an account, you can login and click 'Track' to see your order tracking details.
If you purchased as a guest, then you can view your tracking information here.
- What should I do if I never received my order?
Please verify all of your shipping details were correct. If you find that your details were filled out incorrectly or need further assistance, please contact our Customer Care Team with the order number and we'll be happy to help.
RETURNS
- I've received a damaged or defective item. What should I do?
We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.
Incase you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number/Product code (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
2.I received the wrong item. What should I do?
We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right! Incase you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos
3.What should I do if my package is missing an item?
If you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team so we can look into this for you as quickly as possible.
- I got the wrong size! Can I exchange for a smaller/bigger size?
Yes! We're happy to help you exchange for the right size within 30 days of the delivery date.
1) Please contact us via livechat or email to request an exchange. We'll send you exchange instructions within 24 hours.
2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.
3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.
4) When we receive your package, we will process your refund as soon as possible.
* Note: We currently are unable to offer a free returns service, so return shipping must be made at your own cost.
5.Do you provide free return labels?
We currently are unable to offer a free returns service.
Please note the return label is only valid for 21 days after the approval of our Customer Care Team.
