Frequently Asked Questions
If you cannot find an answer to your question, please do not hesitate to contact us.
FAQ Categories
Registration
How do I register as a member?
You can
.
How do I change the details in my member account?
When you
, you may change your information under Account Information.
I forgot my password. How can I reset my password?
You can
.
Purchase and Payment
How do I make purchases on WONECT?
It is possible to order with or without a member’s account.
- For customers with member’s account: After logging in, add the items you wish to purchase into the shopping cart, and proceed check out after confirming your orders.
- For customers without member’s account: Add the items you wish to purchase into the shopping cart, and proceed to check out after confirming your orders. Fill in your delivery and payment details to complete your order.
What are the payment options?
We accept debit card, credit card (Visa, MasterCard and American Express), PayPal, and bank transfers to our OCBC bank account.
PayPal payments are onlty available for some currencies.
- For example, Malaysian Ringgit, Indonesian Rupiah are not available.
- Kindly note that for watches, we only accept bank transfer to our OCBC bank in Singapore dollar. Please choose ‘Bank Transfer’ at the payment method.
There is something I want to buy from Japan, can I request it through WONECT?
Yes, you may, but it depends on the product.
Please contact WONECT to find out.
Are the products authentic?
Yes, they are. WONECT is located in Kyoto, and is able to get products directly from manufacturers in Japan.
Is there a discount for bulk order?
It depends on the product and the purchase amount.
Please contact WONECT to enquire.
How do I check my orders after placing them?
After
, you may check your order details under My Orders.
Without the Resident Registration Number, your delivery will be stopped at the customs.
They will try to contact you to confirm the delivery. They will send the package back to Japan.
This will cause inconveience and delays to you. To avoid these, please include your Resident Registration Number.
I wrote my address wrongly. What will happen?
A lot of cases such as unsuccessful delivery and delivery back to Japan occurred because the address is wrongly written.
Therefore, please make sure your address is correct when ordering.
Please note that should the delivery be returned in Japan, the customer is responsible for the cost of the delivery.
When I viewed my bank account, I was charged an extra amount. What is that?
It’s an oversea transaction fee. We use Stripe, which is the trusted agency, for credit card payment.
If your credit card company is located in the different country from where Stripe is, you may be charged an oversea transaction fee.
It depends your banks and credit card companies whether it’s changed or not, and how much the fee will be.
In your transaction record, the payee indicates as “WONECT” but we don’t charge our customer any transaction fee.
Please note that WONECT can not control the charging. For the detailed information, kindly contact your bank or credit card company.
It seems like I was charged twice for only one order. What is happening?
Sometimes it shows that there two charges in your account history.
The first one is just for the authorization and the second one is the actual payment.
Transaction history is shown differently depending on card brands. For detailed information, please contact your card authorization company.
Delivery
Where does WONECT deliver to?
We ship worldwide. Basically we can ship to any area covered by EMS.
Which deliver agency does WONECT use? Is tracking available?
We use Qxpress for Singapore, EMS for other areas. Both provide tracking services.
How much are the delivery fees?
- Singapore store: The delivery fee is SGD3. Delivery is free for purchases above SGD90.
- Malaysia store: The delivery fee is MYR12. Delivery is free for purchases above MYR300.
- US store: The delivery fees is USD3. Delivery is free for purchases above USD90.
- Information for other countries available for individual stores, or contact us for more details.
Can I arrange for a delivery date?
WONECT uses the international mailing system, and will not be able to arrange a delivery date. What we can control is the date when we send the package out from our warehouse.
Please kindly contact to the delivery agency ( Singapore: Qxpress, Other country: Local postal service) for the detailed delivery date or time.
When will my delivery reach me?
Your delivery should reach you within 3-6 days from the shipping day. WONECT uses the international mailing system, and will not be able to state a delivery date.
Do note that there are cases where the customs will hold the products, which will cause delays. Delivery timings also depends on the postal service available in your area.
May I choose another delivery service of my preference?
We’re sorry but we don’t have options for delivery service.
What should I do if the delivered product is damaged?
Please take a photo of the product and delivery label, and
contact WONECT.
Furthermore, it is possible that the delivery could have damaged the products,
which requires both WONECT and the customers to contact their local postal services to fill in required forms
(eg. Singaporean customers would need to go the Singapore Post, and WONECT to go to Japan Post.)
How do I check the delivery status of my delivery?
What is the limit for tax exemption for my country?
- Singapore under SGD400. (also, limited to maximum 6 supplement items)
- Malaysia under RM500.
Returns
Under what circumstances are products considered damaged or has problems?
The following circumstances may qualify for a return/exchange:
- The product ordered is different from the one ordered.
- The product is broken upon arrival.
- The product doesn’t work upon switching on.
- Others.
- 7 days has passed after reaching the customer
- After the package has been opened
- Once the product has been used
- Scratches or dirt when product is used
- Use of product outside suggested use by the manufacturer of the product
In what cases are returns or exchanges allowed?
- We do not allow exchanges for a different product. We will only allow exchanges for the same item.
- Delivery fees will be bourne by WONECT when the product reaches us.
- For returns, customers must use EMS or another service with tracking service, and the customers are to inform WONECT of the tracking number and the cost of delivery.
- ※ We will not be able to confirm delivery through non-registered mail. Be sure not to use services without tracking.
- 7 days has passed after reaching the customer
- After the package has been opened
- Once the product has been used
- Scratches or dirt when product is used
- Use of product outside suggested use by the manufacturer of the product
What are some unacceptable cases of returns/exchanges?
WONECT do not accept the following cases for return/exchange:
- The product doesn’t match the images.
- Customer ordered the wrong product.
- Customer ordered the wrong amount of product.
- Others.
How do I send in a request for return/exchange?
Before returning or exchanging the product, please
contact WONECT.
What about refunds?
Once the returned item has reached WONECT, the refund will be arranged. The type of refund will correspond to the type of payment used to make purchase.
What happens to refunds if I paid through credit card?
WONECT contact the settlement company to offset, and arrange for the refund.
For credit card refund timings, please contact your respective credit card company for details.
For credit card refund timings, please contact your respective credit card company for details.
What happens to refunds if I paid through bank transfer?
The amount paid will be credited into your respective bank account.
What happens to refunds if I paid with my points?
The used points will be returned to you.
Points
What are Points?
Whenever you purchase a product from WONECT, you earn points. You will need to have a member’s account to earn points.
You may reuse the points to make purchases.
You may reuse the points to make purchases.
How do I earn points?
There are four ways to earn points:
- From purchases. When you make a purchase while logged into your member’s account, you will earn points from the purchase. (see table below)
- You can also earn points by reviewing products, where each review will earn you 10 points. (Up to five reviews per day)
- You will receive 5 points for each likeor sharefor products.
| Country | Purchase needed to get 1 point (estimate) |
|---|---|
| Australia | Every AUD1 purchase gets you 1 point |
| Hong Kong | Every HKD6 purchase gets you 1 point |
| Indonesia | Every IDR9,300 purchase gets you 1 point |
| Malaysia | Every MYR3 purchase gets you 1 point |
| New Zealand | Every NZD1 purchase gets you 1 point |
| Singapore | Every SGD1 purchase gets you 1 point |
| Taiwan | Every TWD23 purchase gets you 1 point |
| United States | Every USD1 purchase gets you 1 point |
| Rest of World | Every USD1 purchase gets you 1 point |
When I do receive my points from purchase?
You will receive them when the product has been sent out from the warehouse.
How do I use my earned points?
In order to use your points, you will need to login.
What happens to my points upon order returns?
Once WONECT has affirmed it to be a verified case of return, the points will be removed from your account.
What happens to my points upon order cancellation?
The earned points will be removed from your account.
What happens to the points I used to purchase upon order cancellation?
The points will be refunded to your account within a few days.
I didn’t log in when I made a purchase. Do I still get the points?
You will not be able to earn points when you do not log in. If you make a purchase without logging in, you will not be able to earn points.
When I use my points to pay for a product, do I get to earn points from the purchase?
Yes, you earn points even when you use yours points to pay.
Is there a limit to how many points I can use each time?
No, there is no limit.
Do I receive points for reviewing products?
Yes, you do. You get 10 points for each review, up to 50 points per day.
I have not received my points even though I have bought something.
There may be a delay between purchasing and receiving the points. If the points do not reflect within 24 hours, contact us and we will help you update your points.
I have not received my points even after 24 hours of purchasing. What can I do?
Please contact us, and we will help you update your points.
How long do my points last?
Your points will last for 90 days (about 3 months) from the day of your purchase.
How do I check the expiry dates of my points?
You may check it by logging into your account at
WONECT.com, under “My Rewards”.
Coupons
Where can I get coupons?
WONECT shares coupon codes
on Facebook
from time to time, so be sure to follow our page.
WONECT also shared weekly coupons in our WONECT.Life newletter. You may signup for it by
registering as a new member
, or opt-in through your existing account under “Newsletter Subscriptions”.
How do I use the coupon?
If you are planning to use the coupon, upon ordering, insert the code into the “Coupon Code” section in your Shopping Cart.
Note that coupons have conditions like time limit, number of times it can be used etc.
- Only customers who have been notified of the coupon codes can use the coupons.
- Issued coupons can only be used for respective stores.
- Please also confirm the discounted price too during check out.
- WONECT reserves the right to end the use of the coupons upon any suspicions of misuse.
- Transference of coupons.
- Reissue of coupon about order cancellation/return.
- Use of coupon after the payment is made.
I can’t use the coupons!
Have you logged into your account? Some coupons cannot be used without logging in. Also, some coupons may have certain conditions.
Should you continue to encounter problems, please do not hesitate to
contact us for help at WONECT.
Why were my additional accounts suspended?
WONECT will be strict with the use New Member coupons to avoid abuse. If you have used the New Member coupon more than once, we will suspend additional accounts. This will also allow your purchase points to accumulate in a single account.
If you believe your account suspension was a misunderstanding,
please contact us at WONECT.
Others
How can I request for a repair for the item I have purchased?
If the item is under warranty, WONECT can act as the middle man to help arrange for the repair service. If you wish to have your item repaired, please send us the warranty together with the product. The delivery fee incurred during delivery shall be bourne by the customer.
The pictures in the newsletter are not loading in Outlook. What is wrong?
It is likely that your current Outlook settings do not allow pictures to be downloaded automatically. To allow the pictures to be downloaded, look for the options under File > Option > Security Centre > Automatic Download. Be sure that the option is unchecked, so that Outlook will download the pictures in the email automatically.