Help Center
Have a question or need help with your account? We’re here to help!
Account Security
Account Guidelines
How to register an account 1. Open the homepage of the website, click the “Register” button in the upper right corner;
2. Enter the registration page, please fill in your email/mobile phone number, referral and other information to complete the registration;Update or Correct Personal Information Dear customer, you can log in to Wooha and go to [My Account] to view and update your personal details and account information. How to change phone/email Dear customer, you can log in to Wooha, go to [My Account], and follow the on-screen instructions to proceed. What should I do if I can’t receive the verification code on my phone (due to shutdown, loss, etc.)? Dear customer, if your account can log in normally but the bound phone number is no longer in use, we recommend that you update your phone number promptly. When you change your phone number, the system will automatically detect your account and network environment and provide various verification methods. If your old phone number is no longer in use and you cannot receive verification codes, we suggest choosing another verification method. The email is working normally, but I can’t receive the verification code. What should I do? The mailbox can receive/send emails normally, but cannot receive the verification code sent by Wooha. This may be due to the following situations:
1. It is recommended that you check the spam box or settings of your mailbox. Due to the security settings of different mailboxes, you may not be able to view emails from Wooha in your inbox.
2. If you still haven’t received it, it is recommended that you try again after changing to another email address. (Please try to avoid using the company email binding account).
Kind reminder: If you have any questions about not receiving the verification code during the payment process, it is recommended to contact the customer service of the payment channel for verification and processing.What should I do if I receive the message “This email is already registered with Wooha” when binding or changing my email address? We recommend using a different email address and trying again. Account cannot log in 1.If the page indicates a password issue:
Open the login page — click the bottom right corner of the login box — [Forgot Password] — then follow the on-screen instructions~
2. If the page indicates a security risk or potential hack:
We recommend following the on-screen instructions to choose a verification method. Once verified, you can continue using your account~
3. If the page indicates that the account is frozen:
This is due to severe security risks associated with your account. We recommend using another account. We apologize for the inconvenience!What should I do if I receive a message indicating that my account is at risk of being hacked and has been protected when logging in? Dear customer, this is due to security risks associated with your account (such as the risk of being hacked, abnormal registration or login environment, unusual transactions, etc.). Please follow the on-screen instructions to resolve the issue. After reactivating your account, we recommend that you change your password promptly. How do I deactivate my Wooha account? Once your account is deactivated, you will no longer be able to use it, and it cannot be restored. All transaction records will be deleted except those that must be preserved according to legal and administrative regulations. If you are sure you want to deactivate your account, please contact our official customer service.
Buyer Help
Shopping Guidelines
Shop with Wooha Register — Select Products — Click Shopping Cart — Submit Order — Confirm Payment — Receive Goods — Leave Review Note: Make sure you choose the correct address for shipping, no change to your address is allowed after your order has been shipped out by the seller.
How do I check my products from my cart? Select Products to Purchase to the shopping cart > select My Cart in the upper right corner> then select Edit/Delete from your shopping cart Order Management
Why can’t I place my order during checkout? There could be several reasons:
1.Incomplete order information.
2.Insufficient stock or out-of-stock items.
3.Items cannot be delivered to the provided shipping address.
4.Network delay.
Each of these situations will trigger a prompt on the page. You can try to correct the order information as prompted or try again later to successfully submit the order.How do I check the status of my order? Login with your Registered Email Number and One Time Password (OTP)> Select Orders > Scroll down to the bottom for your Order ID > Check the Status of your Order(s) How do I cancel my order? Dear customer, if you want to manually cancel an order: After placing the order and before the platform ships, you can cancel it by clicking the [Cancel Order] button. Once the cancellation is successful, you can check the cancellation progress on the [My Orders] page.
If you do not want to manually cancel the order:
For unpaid items, the system will automatically close the transaction if it remains unpaid within 24 hours of placing the order.
For paid but not yet shipped orders, you can first apply for a refund and contact customer service for assistance. Once the refund is successfully processed, the order will be automatically closed.Will the discount points be refunded after canceling the order? After the order is cancelled, the discount points in the order will be refunded, and the original validity period and other usage conditions remain unchanged. How to check the transaction status of an order? Dear customer, you can log in to Wooha, click [My Account] – [My Orders] to find the order and check its current transaction status. When will the order be automatically confirmed as received? Dear customer, you can go to [My Account] – [My Orders], click on the order to view the order details and check the automatic confirmation receipt countdown. How to set/add/delete shipping addresses? Dear customer, you can set your shipping address in [My Account]; If you have already placed an order, you can contact our customer service to try to change the shipping address. If the item has already been shipped, we will not be able to assist with the address change. Shipping Commodities mainly include delivery fees, except for remote areas (Xinjiang, Tibet, Gansu, Ningxia, Qinghai, Inner Mongolia, Hong Kong, Macao and Taiwan, etc.) that need to pay.
Shipping logistics
Logistics related
How long does it usually take to receive the items after purchase? Dear customer, generally, the normal delivery time is 48 hours within the same province, 72 hours to different provinces, and 5-7 working days for remote areas. If within these timelines, the specific delivery time depends on the logistics details displayed on the logistics page, so please keep an eye on the updates.
Friendly reminder: Delivery may be affected by uncontrollable factors such as weather and traffic. Please rest assured that our delivery personnel will do their best to deliver as quickly as possible. Thank you for your patience!How to check logistics information? Dear customer, you can log in and go to [My Account] -> [My Orders] to check the shipping information. If you’re unable to track the shipment or if there’s no update in the tracking status, please contact our [Logistics Customer Service] for assistance with any shipping-related inquiries. How to urge couriers to deliver packages? Dear customer, if your parcel is in transit, you can call the logistics company with your tracking number to urge delivery. If the delivery record includes the courier’s phone number, you can also contact them directly. I want to urge shipment dispatch. For shipment inquiries, please consult our official customer service. Why does the express delivery show unclear delivery information? Dear customer, typically, delivery issues arise when the courier is unable to contact you or locate your specific delivery address. This results in a difficult delivery situation. The logistics tracking information may indicate insufficient recipient details. What should I do if the logistics is not updated after shipment? Dear customer, if your item doesn’t show any shipping information or displays “awaiting pickup,” we recommend contacting our online customer service to confirm the shipping status. If it shows as picked up but seems to be delayed during transit, it may be that the logistics company hasn’t updated the new information yet. We suggest waiting patiently, or you can contact the courier company for further inquiries. Modify shipping requirements 1. Change of Address: Changing the mailing address before shipment is free of charge. Changes cannot be accommodated once the item has been shipped.
2. Signing for Delivery: Please inspect the package for any damage. If there are no issues, sign on the designated document provided by the logistics company. The logistics company will then relay the signed information back to Wooha.
3. Refusal of Delivery: Please inspect the package upon receipt. If there are clear signs of damage, you may refuse the package. We will coordinate with the logistics company for compensation and will cover any resulting delivery costs. If the package is refused due to reasons solely attributable to the customer, the delivery costs will be borne by the customer.Return without displaying logistics information Dear customer, logistics companies typically update shipping information within 24 hours after pickup. If there’s a prolonged delay in updates, please first verify if the tracking number was entered correctly. If the number is correct and you’ve chosen the courier for the return, you can directly contact the courier as the sender to request compensation. How can I correct an incorrectly entered return shipping tracking number? Dear customer, if you have entered the wrong return tracking number or courier company name, it cannot be directly modified on the page. You can go to the order page and click on ‘Contact Customer Service’ to provide the correct number.
Gentle reminder: Please keep your return slip safe for future needs.Platform sent to the wrong address. Dear customer, disputes over shipping costs during transactions are handled according to the principle of “whoever is at fault bears the cost.”
If a return is initiated due to personal reasons such as not liking the product or purchasing the wrong item, the shipping costs must be borne by the buyer. If the return is due to product issues such as quality problems or discrepancies in the description, the shipping costs will be covered by the platform.Platform sent the wrong item. Dear customer, if you receive the wrong item, we recommend you keep all related proofs and contact our online customer service first to discuss an exchange or refund. Please follow these steps: If you have not “confirmed receipt” of the order, be aware of the transaction timeout and promptly [apply for a refund], selecting “return and refund.” Item not received. Dear customer, if you have not received your goods: When the transaction status is [Shipped by Platform], you can monitor the delivery status through [Purchased Items] -> [View Logistics]. If it’s urgent, you can contact the platform/logistics company to expedite delivery. If you still have not received the product and to ensure the security of your payment, please click on [Refund Consultation] before the order is automatically confirmed as received, and choose “Refund Only.” If the transaction has been completed but you have not received the goods, please click on [Refund Consultation] to initiate a refund request promptly. Courier lost the package. Dear customer, if your package is lost, we recommend contacting our platform’s customer service as soon as possible for assistance. Express contact information Dear customer, here are the contact details for commonly used courier services. You can directly click on the courier company name to dial their service hotline:
ZTO Express: 95311
STO Express: 95543
YTO Express: 95554
Best Express: 95320
Yunda Express: 95546
SF Express: 95338
Deppon Logistics: 95353
UC Express: 95349
EMS Postal Express: 11183
Tiantian Express: 400-188-8888
QF Express: 400-698-0398
ZJS Express: 400-678-9000
Shipping
Tracking and Logistics
When will I receive my order? Dear customer, generally, the normal delivery time is 48 hours within the same province, 72 hours to different provinces, and 5-7 working days for remote areas. If within these timelines, the specific delivery time depends on the logistics details displayed on the logistics page, so please keep an eye on the updates.
Friendly reminder: Delivery may be affected by uncontrollable factors such as weather and traffic. Please rest assured that our delivery personnel will do their best to deliver as quickly as possible. Thank you for your patience!How do I track my order? Dear customer, you can log in and go to [My Account] -> [My Orders] to check the shipping information. If you’re unable to track the shipment or if there’s no update in the tracking status, please contact our [Logistics Customer Service] for assistance with any shipping-related inquiries. How can I expedite my order delivery? Dear customer, if your parcel is in transit, you can call the logistics company with your tracking number to urge delivery. If the delivery record includes the courier’s phone number, you can also contact them directly. Why does my parcel tracking show “parcel number unknown”? If your parcel tracking number appears as “unknown”,this means that the courier has already tried to deliver your shipment, but the shipping address was incomplete or incorrect or/and there is a chance you may be uncontactable. Why does my shipment tracking has stopped updating? Dear customer, if your item doesn’t show any shipping information or displays “awaiting pickup,” we recommend contacting our online customer service to confirm the shipping status. If it shows as picked up but seems to be delayed during transit, it may be that the logistics company hasn’t updated the new information yet. We suggest waiting patiently, or you can contact the courier company for further inquiries. How do I check my parcel for return? The Supported Logistics partners typically update your status within 24 hours after you have received the confirmation by them that your shipment is picked up successfully. The tracking number has not been updated on the supported logistics partner’s tracking website yet or a system error has occurred on the supported logistics partner’s tracking website You may contact the logistic company directly, which helps to expedite your shipments. Otherwise, you may contact Wooha Customer Service to track your order’s delivery status or request the right tracking number. What should I do if I have not received my shipment? Login with your Registered Email Number and One Time Password (OTP)> Go to My Orders> Select View Logistics Note: If you have not received your order after the shipment is shipped, you may contact the logistic company directly, which helps to expedite your most urgent time-critical shipments How do I claim for lost & damaged parcels? Please contact Wooha Customer Service to inform the parcel is lost immediately, for further assistance. How do I contact Supported Logistics partners to track ? You can contact our Supported Logistics partners via their websites, email or phone for delivery-related concerns (e.g. tracking order status, expediting delivery):
Zhongtong Express: 95311
Shentong Express: 95543
Yuantong Express: 95554
Bai Shi Express: 95320
Yunda Express: 95546
SF Express: 95338
Debon Logistics: 95353
Excellent Express: 95349
EMS Post Express: 11183
Daily Express: 400-188-8888
Quanfeng Express: 400-698-0398
House emergency delivery: 400-678-9000Modify Shipping Requirements 1. Change of Address: Changing the mailing address before shipment is free of charge. Changes cannot be accommodated once the item has been shipped.
2. Signing for Delivery: Please inspect the package for any damage. If there are no issues, sign on the designated document provided by the logistics company. The logistics company will then relay the signed information back to Wooha.
3. Refusal of Delivery: Please inspect the package upon receipt. If there are clear signs of damage, you may refuse the package. We will coordinate with the logistics company for compensation and will cover any resulting delivery costs. If the package is refused due to reasons solely attributable to the customer, the delivery costs will be borne by the customer.
Refunds
Received item has issues.
Quality issues Dear customer, if you receive a product with quality issues, we recommend contacting our online customer service for assistance. Please follow these steps:
If the transaction has not been confirmed as received, you can go to [My Orders], find the relevant order, click [Refund] -> [I want to return and refund], and upload evidence of the product’s quality issues.
If the transaction has been completed and it’s within 7 days, you can go to [My Orders], find the relevant order, click [Request After-sales Service] -> [I want to return and refund], and upload evidence of the product’s quality issues.
If the transaction has been marked as successful and it’s been more than 7 days, you may no longer initiate an after-sales request through the page. In this case, we suggest keeping all relevant evidence and contacting customer service to negotiate a resolution.Counterfeit product issue Dear customer, Wooha takes counterfeit goods very seriously and will work with consumers to handle such cases appropriately. Once the evidence is verified as valid, Wooha will support the refund process. We apologize for any inconvenience caused. If you suspect that the product you received is counterfeit, please contact our official customer service to submit evidence supporting your claim. Product description discrepancy issue Dear customer, if there is an issue with the product you received, please first contact our online customer service for resolution. You can also locate the transaction and apply for a return and refund. Proof of quality issues for men’s and women’s clothing (color, pattern, style does not match the description) Standards for proof of quality issues in men’s and women’s clothing (color, pattern, style does not match description):
Buyers should provide actual photos of the item to compare with the product description on the platform to verify any discrepancies.
Please distinguish between color variation and description discrepancies. Color variation refers to minor differences caused by lighting during photography or differences in monitors, and generally, these differences are not significant. Color variation is not eligible for returns or refunds.Damaged, missing items, or empty package issue Dear customer, if you receive an empty package, we advise you to retain proof and contact our online customer service immediately to discuss the matter.
*Friendly reminder: Please make sure to sign for your package in the presence of the courier. If the package is damaged, we recommend that you refuse to sign for it!Return/Refund Request
How to return a product? Dear customer, you can log in to [My Account], find the order, and click on [Refunding] to enter the refund details page. You can return the product using different methods:
Method 1: Contact a courier company on your own to return the product. Keep the return tracking number and click on [Send Back Myself] to fill in the return tracking number to complete the return process.
Method 2: Click on [I Want to Send] – [Pick-up at Home], select a pick-up address, and schedule a [Pick-up Time]. Then, click on [Place Order Now] to proceed with the return.How to exchange a product? Dear customer, if you wish to exchange an item, please click on [Request After-Sales Service] on the relevant order and select the exchange option. How to apply for a refund? Dear customer, if you encounter issues during the transaction and need a refund, you can follow the steps below based on the status of your order:
1. If the order status is [Awaiting Payment]:
You have selected the product but haven’t completed the payment. You can either cancel the order yourself after consulting with customer service, ask customer service to close the transaction, or let the system automatically close the transaction after a timeout.
2. If the order status is [Awaiting Shipment]:
After consulting with customer service, log in to [My Account] -> [My Purchases] page, find the order, and click on [Refund/Return].
3. If the order status is [Awaiting Receipt]:
If you have already consulted with customer service and agreed on a partial/full refund, log in to [My Account] -> [My Purchases] page, find the order, and click on [Refund/Exchange], selecting the service type and reason for refund.
4. If the order status is [Awaiting Review]:
Within 7 days of confirming receipt of the transaction, log in to [My Account] -> [My Purchases] page, find the order, and click on [Request After-Sales Service].
5. If the order status is [Transaction Closed]:
This status indicates that the transaction has ended and a refund cannot be applied for (this closure could be because you selected the product but did not make the payment, leading the system to close the transaction later; or because your refund was successfully processed and the funds have been returned, thus closing the transaction).How to fill in the return tracking number? Dear customer, if you have submitted a return request and both buyer and seller have agreed, you can now contact the logistics company to send the goods back to the platform. Make sure to go to [My Account] -> [My Purchases], find the order, click on [Refund in Process], and select [Please Return] to fill in the return logistics information. Does the buyer return the goods first, or does the platform issue a refund first? Dear customer, the buyer needs to return the goods first before the platform can issue a refund. What should I do if the platform refuses to issue a refund after receiving the returned goods? If the goods have indeed been used and affect the possibility of resale, you will need to bear the corresponding risks and responsibilities. When can I receive the replacement from the platform? Dear customer, please follow the logistics tracking record of the exchange parcel’s tracking number. What should I do if the platform does not acknowledge receipt of the goods? Dear customer, you can check if the goods have been signed for using the delivery tracking number:
1. If it shows as signed for:
If a refund transaction is in progress, you can contact customer service and provide valid logistic proof.
If the transaction was successfully completed within 0—7 days, please go to [My Account] -> [All Orders], find the relevant transaction, promptly initiate [Request After-Sales Service], and upload the relevant proof.
2. If the logistics indicate that the item has not been signed for, it is recommended that you contact the logistics company to verify.What should I do if the return does not reach the specified delivery location? Please contact the logistics company to confirm the specific reasons why the goods did not reach the destination. If it is due to the logistics company’s error, please contact them to negotiate a resolution. If the issue was caused by incorrect information from the platform, please contact the platform to confirm the correct return address and communicate with the logistics to amend the return address. Do I have to return all items when making a return request? Dear customer, if you are unsatisfied with the products you purchased and need to process a return and refund, you will need to return all the items to the platform. If you wish to return only part of your order, we recommend contacting our customer service for assistance. What evidence is needed when applying for a refund after the product has been returned? If you are a buyer who has applied for a refund and the product has been returned, we recommend that you provide the shipping information of the returned product. Here is an example of what the proof should look like:
Note: When providing the shipping receipt, please ensure the following:
The recipient information on the shipping receipt matches the return information provided by the platform.
All information on the shipping receipt is clear and visible.Refund destination
After applying for a refund, if the transaction is successfully refunded, where will the money be refunded? On the “Purchased Items” page, when the order’s refund status displays “Refund Successful,” the funds will be returned to your Wooha account balance. Can’t process refund, keeps showing “illegal request”, what should I do? Dear customer, we recommend you try a different browser and clear your cookies before attempting the operation again.
*Friendly reminder: If your transaction has already been completed, idle items are not eligible for after-sales protection.Will the order automatically be marked as received during the refund process? Dear customer, if you apply for a refund, the timeout for the transaction will be temporarily paused, and the order will not be automatically marked as received. How to check the progress of refund processing? You can go to [My Account] -> [Purchased Items] -> [Refund & Protection] -> [Refund Management], find the corresponding order, and click to view the detailed information of the refund, the timeout period, and the platform’s response. Gift issue
Seven-Day No-Reason Return and Refund: Do Gifts Need to Be Returned? Dear customer, if you apply for a return and refund for a purchased item with issues, please ensure that the gift items are intact and returned together. If the gifts cannot be returned due to the buyer’s reasons, or if they are damaged or lost during the return process, the platform cannot refuse the return of the main item but can deduct the value of the gifts from the refund amount. What if the Gift is Damaged During Inspection? Dear customer, during the inspection at the time of receipt, if the gift is found to be damaged, regardless of whether the main item has any issues, you have the right to refuse to sign for the entire order if the gift does not match the description or has surface inconsistencies. If you refuse the order, please contact customer service immediately for assistance.
Payment Issues
Payment Method
The platform supports the following payment methods: WeChat Pay, Alipay, Online Banking, Credit Card, and Digital Payment. Payment unsuccessful
Payment prompt “Bank is temporarily unavailable”? Dear customer, if you receive a prompt indicating “Bank Temporarily Unavailable” when making a payment, it could be due to the following reasons:
The bank you selected might be undergoing system upgrades. Please try again later.
There might be issues such as a frozen bank card or a canceled bank card. Please consult your bank’s customer service for specific details.Payment Prompt “Exceeds Single Transaction Limit”? We recommend verifying the daily/single transaction limit for your Alipay, WeChat Pay, or bank card. Why do payments always fail? Dear customer, the following reasons may explain why your payment keeps failing:
1.Your bank card may not have online banking payment enabled. We recommend visiting your local branch to activate online banking.
2.The bank card you are using may be outside the bank’s supported region. Please try using a different bank card.
3.The bank card may be expired, canceled, reported lost, or have insufficient balance. Please consult your issuing bank.
4.There may be an issue with data transmission in the bank’s system. Try refreshing the page or restarting your computer later.
5.Some banks have set payment amount limits. You can contact your issuing bank for more details.
6.Quick payment failure may be due to an expired linked bank card or a new bank card that has not been re-linked. Please follow the system prompts to identify the specific issue and retry the payment.
7.If payment failure occurs during peak activity periods, we recommend reopening the page and attempting the payment again.What to do if an order is paid for multiple times? If you have been charged multiple times for the same transaction, please don’t worry. The transaction will only be successfully processed once, and any additional payments will be refunded to the original payment method. Please keep an eye on your account for the refund. Why does the order show “Awaiting Payment” even though I have already paid? Dear customer, if your online banking has already deducted the payment but the transaction status shows “Awaiting Payment,” it is usually due to network congestion causing a delay in data processing. Here are some suggestions:
1. Refresh the Order Page Later: Wait a bit and then refresh the order page. If the transaction status changes to “Buyer has Paid,” please wait for the platform to ship your order.
2. If the transaction is closed in the meantime, preventing the payment from being automatically applied to the transaction, the amount will be refunded to your original payment method. Please keep an eye on your account for the refund.
3. If the transaction recovery fails, the refund time will be determined by the payment channel.