Order Information - DR.WU Official website

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Order Information
Order Information




Welcome to DR.WU Online. Shopping is easy, convenient and secure. After your order has been submitted, a “Order Form" page will be displayed confirming that your order was received. An email confirming receipt of your order will also be sent shortly after your order was submitted. If an order confirmation does not arrive within 24 hours after submission, please contact us by phone at 0800-083-999 or via email for assistance. For fastest service, please have your order number available.

Orders are processed within 48 hours after payment completion. The processing time does not include weekend days or major holidays. Orders placed on Saturday, Sunday, and holidays will be processed on the following work day.

 

Modify Order Contents:

Once an order has been placed, we do not have the administrative capability to add, remove or change items. You must cancel your order and replace it with a new order.

 

Payment Options:
The following credit cards are accepted for payment
  • MasterCard
  • Visa
  • JCB
We also accept Alipay as a payment option on drwu.com

Important information:For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match this criteria.

Return&Exchange

Refund:
For refunds, please allow 1-2 billing cycles for your account to be credited.
If your order was shipped or returned, you are responsible for the original shipping charges. Sometimes, import fee might result from the returned shipment. If such fees occurred, they would also be deducted from your refund. 
*Please note: Only products purchased at drwu.com may be refunded and cancelled. 

Return&Exchange:
Any problem with the shipment must be reported to us within 14 days after it has been sent. We offer money back guarantee if you are dissatisfied in any way. Only unused, unopened items can be returned. All return items must remain in the original condition in which they were received.

To return or exchange an item, please follow the following steps:
1. Please fill out the Return&Exchange Merchandise Form and enclose it with your returned merchandise. We strongly recommend that you e-mail toservice@drwu.com before enclosing this form in your parcel. This would provide us a record in case that the parcel is lost.

Send your return and exchange to:
DR.WU SKINCARE CO., LTD
CUSTOMER SERVICE 
5F, No.102, Section 2, Roosevelt Rd.
Taipei City 10084, Taiwan

2. If you would like to exchange for other items that cost more than the original purchase, please contact us by email at service@drwu.com for more information on payment procedure.

3. For your protection and to ensure prompt delivery, we recommend that you send your return via UPS or insured Parcel Post. Please note that return shipping fees are not refundable. Your return will be processed promptly when we receive it. All exchanges will be shipped via standard ground shipping. Processing time for an exchange is usually 7 to 10 business days from the time the exchange is received. Business days are Monday through Friday, excluding major holidays. An email will be sent to confirm receipt and processing of your return or exchange request.

Refusal of Delivery:
If you refuse delivery of any package from DR.WU, the package will be returned to our warehouse and you will receive a refund for the merchandise and tax paid. However, shipping and handling fees are non-refundable. You will also be charged extra for the returned shipping fee.

 
Delivery Time Frame & Tracking Information
 

To check the status of an order, please sign in to MY ACCOUNT where detail information on your current order is listed, a tracking number will be provided.

Depending on your country of residence, tracking may be available on your national postal service’s website. Please check availability and delivery time frame in the table below.

 

Country Delivering Time Frame (Business Days)
Asia 7-11
Europe、North America、Oceania 10-14
Africa and Middle East 14-18
FREE shipping within Taiwan
International delivery fee is NT$500 per order
 

If your order has not reached you within the normal delivery time frame, please first contact your local post office with your tracking number for further assistance. If the parcel remains untraceable, please contact us by email at service@drwu.com. Please include your order number in all correspondence with our customer service.

Note: Delivery rate outside of Taiwan is USD $15 per order.

Customs:
Orders may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Any charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates

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