Customer Care

    • CONTACT US

      Customer Service Email: help@wgtrunkco.com

       

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      [ OTHER CONTACT INFO ]

      For press and marketing inquiries, please email hello@wgtrunkco.com

      For brand partnerships and business inquiries, please email hello@wgtrunkco.com

       

       

    • WG Trunk Co. currently accepts payment via PayPal in USD. Of course, we are working hard to setup more payment options for your convenience in the near future.  Thanks for your understanding and support!

        


       

    • Shipping - Worldwide

      We Travel A LOT

      If you are following our adventures then you already know that we are on the road to somewhere more often than not. Even though we are an Australian company, we ship not only from our home base in Australia, but occasionally a few other locations around the world so that we have more time to travel!

      So to make it easy (and fair!) to everyone, we put together a single price list for shipping (almost) anywhere.

      Standard 10 - 21 business days $15.00
      Priority 6 - 10 business days $25.00
      Express 3 - 5 business days $40.00


      Notice

      All shipments will be sent with a tracking number. Regardless of the service you choose, you may be responsible for import duties and taxes on your order and occasionally some orders may experience customs delays. Unfortunately, we have no control over these charges or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information.

      We ship from several locations and we will always choose the closest warehouse to where we're sending to. The delivery times above are industry standard world shipping times - these were supplied by EMS and DHL - and are for reference only. Track your order for the most accurate delivery information.

      International Express may be not available to certain countries. If you come from somewhere that we can't send to on a certain type of shipping we will notify you immediately.

       

       

       

    • Your satisfaction is important to us!  WG Trunk Co offers a 10-day (starting from the day you signed for your shipment) return/ exchange service.  We’ve listed out more details in our Return & Exchange Policy below:

      1. Products must not be worn, altered, or washed.  They must be in original and sellable condition, with all tags attached, and returned in the original, undamaged packaging.  WG Trunk Co. reserves the right to determine whether products are in original or sellable condition;

      2. Apart from quality issues, any underwear, grooming products, cologne, perfume, and candles that have been open from their original packaging are not returnable;

      3. If merchandise comes with an original outer box (such as shoe box), please do not seal or tape courier slip directly on the box; in addition, do not write or make any marks on the original packaging.  We will not accept returned merchandise with damaged original packaging;

      4. Apart from quality issues, all discount, sale and promotional products are not returnable;

      5. We will not be able to process return and exchange requests after the 10 day period;  we will count the day the package is received / signed for as the first day.

      6. We do not accept any returns or exchanges if they are not processed according to our Return & Exchange Procedures; we will also not process any returns or exchanges if the product does not qualify under (but not limited to) any of statements above.

      7. WG Trunk Co. reserves the final right to determine whether merchandise is  qualified for return or exchange.

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      You want to exchange…

      # Exchange for a different size or color:

      If you are not happy with the size or color of any items you purchased from WG Trunk Co, you may return it to us. We will send you another color or size, subject to stock availability; if the size/ color you want is out of stock, we will refund you in the form of gift voucher that you can use for future purchases (please note that shipping fees are not refunded in this instance).

       

      # Exchange for a different item:

      If you would like to exchange your item for an alternative style or product, we will refund your order in the form of gift certificate.  You can then use the gift voucher to purchase a separate order.


      Friendly Reminder

      1. Customers will bear the cost of shipping the orders to us via courier.  After receiving and confirming the satisfactory condition of returned items, we will then ship the items back to you, at the cost of WG Trunk Co.

      2. If your order is refunded with our gift voucher, please note that the voucher will expire 1 year after issue date.

       

      You want to return…

      # Return merchandise that has no quality issue:

      We do not refund in cash at the moment; the order value will be refunded to you in the form of gift voucher (please note that shipping fees are not refunded in this instance).


      Friendly Reminder

      1. Customers will bear the cost of shipping the orders to us via courier.  After receiving and confirming the satisfactory condition of returned items, we will refund your order (please note that shipping fees are not refunded) into your personal WG Trunk Co account with a gift voucher of equal value.

      2. Please note that the gift voucher will expire 1 year after issue date.


      # Returning defective products or receiving the wrong item:

      We apologize for sending you a defective or wrong item!  Please contact us immediately so that we can advise you where to return the item(s). Once we receive it we will exchange it immediately for the correct item (if it is still in stock), provide you with gift voucher of equal value, or we will offer you a full cash refund (either to your Alipay, PayPal or bank account).  Of course, WG Trunk Co will pay for all the shipping fees in this case.


      Friendly Reminder

      1. WG Trunk Co will bear all the shipping cost in this case.

      2. Once we have confirmed your return request, please return the package to the address specified. Once we receive it we will send you the replacement, refund or gift voucher.

      3. Defects caused by the customer or third party will not be refunded/ exchanged.  In the case that WG Trunk Co finds that the defect(s) is caused by the customer (be worn, altered, or washed), the item will be shipped back to the customer and all shipping charges incurred will be charged to the customer accordingly.

      4. Certain conditions are not considered defects and will not get refunded.  These include: minor inconsistencies in color caused by different screen displays and small issues such as a loose thread, wrinkles in certain types of fabrics, and more.  WG Trunk Co reserves to final right to determine what issues are considered refundable defects. 

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      [ Return & Exchange Process ]

      Please contact us at help@wgtrunkco.com to submit any return or exchange requests. We aim to get back to you within 1 business day, providing you with the correct return / exchange request form and RMA code that is required for your return or exchange.  Please note that we DO NOT accept any unsolicited returned orders or packages without the correct RMA code attached.

       

      WG Trunk Co reserves the final rights to decide whether or not an order or merchandise can be exchanged or returned.

       

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