If you have any questions, please feel free to contact us via email at service@wutheringwaves.shop. Our customer service team will reply within 48 hours (excluding holidays).

For regular in-stock products, shipping will be arranged within 15 working days (excluding weekends and holidays) after you receive the confirmation email. Once the order starts to be shipped, you will receive a relevant notice. In some special cases, we may also notify you via email, so please check your email in a timely manner.

Please provide your detailed address: street number, street name, city, state/province, postal code, and workplace or apartment number. In addition, please ensure to provide an accurate email address and phone number. Incorrect address information may lead to delivery delays or package loss. Please carefully check your complete address before submitting the order.

Shipping address changes are only allowed before shipping. If you have not received the “Shipping Confirmation” email, please contact us via service@wutheringwaves.shop and provide the following information for modification:

• Order ID:
• First Name:
• Last Name:
• Phone Number:
• Postal Code:
• Address:
• City:
• Province/State:
• Country:

Once the package is packed and shipped by the logistics company, the shipping address cannot be changed. Please refer to the details provided by the logistics tracking number for specific information. Before placing an order, please carefully check the shipping address. Incorrect addresses may result in non-delivery or additional charges.

We cannot modify existing orders. If you need to cancel and re-place an order, please send an email to service@wutheringwaves.shop. To provide better service and customer experience, we will communicate with you based on platform rules to explore feasible solutions.

Currently, we support delivery to South Korea, and Japan. Other regions are not available yet. We will actively prepare and plan for adding new delivery areas.

Please send an email to service@wutheringwaves.shop. If you receive damaged or defective products, please initiate an after-sales request first, and then apply for a refund directly. Send an email to the above address, attaching your full name, order number, and clear photos and/or videos (with reasonable quality and length) of the damaged, defective, missing, or incorrect products. Include the shipping label in the same frame. Once the application is approved, we will immediately arrange for the delivery of replacement products.

The package weight limit is 0–2 kg. If the weight of your shopping cart exceeds 2 kg, a message indicating that delivery is not supported will appear during checkout.

If the total weight of your order exceeds 2 kg, it is recommended that you split the products into multiple orders for purchase.