How can we help?

What is Do Not Wish?

Do Not Wish is a circular retail marketplace designed to make premium goods more accessible while supporting the redistribution of excess and underutilized inventory. Through our marketplace, customers can access curated products across fashion, beauty, lifestyle, home, and other emerging categories from participating brands, retailers, boutiques, suppliers, and marketplace Partners. Do Not Wish is built around responsible commerce, intentional discovery, and measurable impact, helping redirect products back into consumer circulation rather than allowing valuable inventory to remain idle, be destroyed, or go to waste.

Are products sold through Do Not Wish authentic?

Do Not Wish works with approved marketplace Partners, including brands, retailers, boutiques, and other sellers. Partners are responsible for the accuracy and authenticity of their listings, and Do Not Wish maintains marketplace standards designed to prohibit counterfeit products from being offered through the Services.

Who sells products on Do Not Wish?

Products are offered by approved Do Not Wish marketplace Partners, including participating brands, retailers, boutiques, and other sellers. Partners are responsible for the accuracy and authenticity of their listings. Counterfeit products are prohibited, and suspected authenticity concerns may be reported to support@donotwish.com.

How will my order be packaged?

Orders are packaged in accordance with applicable fulfillment, operational, and Partner requirements. Where available, original designer packaging, branded boxes, dust bags, or related accessories provided by the applicable Partner may be included.

Do I need an account to place an order?

No. Orders may be placed as a guest using a valid email address. Creating an account provides access to enhanced marketplace functionality and account-management features.

What does a Do Not Wish account provide?

Creating an account provides access to enhanced marketplace functionality and account-management features, which may include:

• Order history and shipment tracking
• Saved addresses and checkout preferences
• Returns management tools
• Communication preferences
• Access to marketplace updates, editorial content, and promotional communications

I've forgotten my password. What should I do?

Select "Forgot your password" on the Sign In page and enter your email address. A password reset link will be sent to the associated email address.

I cannot log in. What should I do?

If a password-reset email doesn't arrive within a few minutes, check your spam or promotions folder before requesting a new one. If you still don't receive it, or continue to have trouble signing in, contact support@donotwish.com.

I believe someone has accessed my account without my permission. What should I do?

Reset your password immediately and contact support@donotwish.com. Include the email address associated with your account, but never send your password or full payment-card information.

How can I delete my account?

You can close your account through Account Settings. If you cannot access your account, contact support@donotwish.com for assistance. Before closing your account, please complete or resolve any active orders, returns, refunds, disputes, or other outstanding transactions.

How do I manage my email preferences?

Email preferences can be managed through your account settings at any time.

How do I explore the marketplace?

Products can be discovered through category and brand navigation, search, curated editorial selections, and personalized recommendations, where available. Filtering by size, category, price, and other attributes is supported on applicable product listing pages.

How do I find product details?

Product information varies by item and is based on information supplied by the applicable Partner. Details such as measurements, material composition, and condition notes are included where available and where provided by the applicable Partner.

Can I reserve an item?

Products displayed through the marketplace remain subject to real-time availability and are not reserved through viewing, saving, or account activity. Inventory continues circulating across participating marketplace channels until checkout is completed and an order is accepted for processing.

Will an out-of-stock item return?

Inventory availability across the marketplace is subject to Partner allocations, redistribution activity, and fulfillment updates. Where available, notification features may allow users to follow specific products or receive updates on inventory changes through applicable account tools.

How do I place an order?

Select your desired item, choose applicable size and color options, and add the product to your bag. When ready, proceed to checkout through the applicable order interface, provide a delivery address and payment method, review your order, and confirm your purchase.

An order confirmation will be sent to the email address provided at checkout. This confirmation serves as your invoice, includes your order number, and identifies the seller of record (for example, "Seller of record: [Partner legal or trading name]"). A shipment confirmation containing tracking information will be sent once your order is dispatched.

Orders containing items fulfilled by multiple Partners may generate separate shipment confirmations and tracking references.

Can I get order support by phone?

Customer Care may assist eligible users with order-related support, account assistance, and marketplace inquiries through available support channels.

What is the order processing window?

Orders are processed within standard operational processing windows; however, timelines vary depending on inventory verification, Partner fulfillment structures, payment authorization, marketplace activity, shipment preparation, and operational requirements.

Can I cancel or modify my order?

Eligible orders may be canceled within 30 minutes of receiving the order confirmation. Registered customers can cancel through Account Settings; guest customers can use the order-management link included in their confirmation email.

After the 30-minute window, you may still contact support@donotwish.com to request a cancellation, but it is not guaranteed once the applicable marketplace Partner has begun fulfillment or shipment preparation.

How do I check my order status?

Order status can be accessed through the order management interface within your account. Orders progress through the following stages:

• Received: your order has been placed and is queued for processing
• In progress: payment has been authorized and your order is being prepared for fulfillment
• Shipped: your order has been dispatched and a tracking reference has been assigned

Order status can also be accessed without an account through the applicable order tracking interface using your order number and email address.

Where can I find my invoice?

Your invoice is included in the shipment confirmation email sent when your order is dispatched. Invoices are also accessible through the order management interface within your account.

Invoices cannot be modified once issued. Where a customs invoice is required for a return, it will be included with the applicable shipment documentation.

The items and prices on your invoice must match the contents of your package to avoid customs or export delays.

How much does delivery cost?

Delivery fees depend on the destination, available delivery method, and any special handling requirements. The applicable delivery charge will be displayed at checkout before you place your order.

Free standard delivery is available when the qualifying merchandise subtotal reaches the threshold displayed for your destination. All eligible Do Not Wish merchandise counts toward the threshold. Eligibility is calculated after applicable promotional discounts and before taxes, duties, delivery charges, gift cards, or store credit.

• United Kingdom: GBP £400
• United States: USD $400
• China Mainland: CNY ¥1,000
• Hong Kong SAR and Macau SAR: HKD $3,000
• Taiwan Region: TWD $10,000
• Spain, Italy, and France: EUR €300

Orders containing products from multiple marketplace Partners may arrive in separate packages and at different times. You will pay only the consolidated delivery charge displayed at checkout. Additional standard-delivery fees will not be added because an order is fulfilled by multiple Partners or divided into multiple shipments.

Additional charges may apply to oversized, heavy, regulated, remote-area, expedited, or specially handled deliveries. Any such charge will be disclosed before you place your order.

How long will delivery take?

Estimated delivery windows vary depending on the applicable Partner, inventory location, selected delivery method, carrier operations, customs processing, and destination region. Estimated timelines are displayed during checkout and in shipment confirmation communications where applicable.

How do I track my order?

Once your order is dispatched, a shipment confirmation containing tracking information will be sent to the email address provided at checkout. Order tracking is also accessible through the order management interface within your account, or through the applicable tracking interface for orders placed as a guest.

Are there shipping restrictions?

Delivery to P.O. Boxes, APO/FPO addresses, and U.S. Territories, except Puerto Rico, is not available. Orders placed to these address types will be canceled.

Delivery addresses must correspond to the country version of the Services through which the order was placed. Orders placed from a mismatched country site will be automatically canceled.

Certain products may not be available for delivery to all regions due to brand distribution restrictions or applicable customs regulations. For further information, contact Customer Care.

Where a freight forwarding service or hand-carry arrangement is used to ship items internationally, Do Not Wish is not responsible for loss, damage, or defects occurring after delivery. Such items are not eligible for return, replacement, or refund.

Are duties and taxes included in the price?

Duty and tax treatment depends on the delivery destination and the applicable Partner, and is confirmed at checkout for each order.

Where an order is shipped on a Delivered Duty Paid (DDP) basis, applicable duties and taxes are included in the final price at checkout and no additional charges apply on delivery. DDP availability depends on the destination and the applicable Partner's shipping, carrier, and customs-broker arrangements, and is confirmed at checkout.

For orders shipped on a Delivery at Place (DAP) basis, or to destinations where DDP is not available, import duties and taxes are not included at checkout and must be paid directly to the carrier or customs authority before the shipment is released. We recommend consulting your local customs office before placing an order to a DAP destination.

What is the tax treatment for U.S. orders?

Applicable state and local sales tax is calculated based on the order and delivery destination and displayed at checkout. The final amount charged will appear in your order documentation.

For eligible orders imported into the United States, applicable duties, import taxes, and customs-clearance charges may be collected in advance where indicated at checkout. When an order is shipped on a Delivered Duty Paid (DDP) basis, the customer should not be required to pay additional import charges upon delivery.

What happens if my order is held or seized at customs?

Where customs authorities or carriers request documentation and the required information is not provided within the applicable timeframe, the shipment may be delayed, seized, abandoned, or returned to origin. Failure to provide required information or pay applicable charges may result in delay, return, abandonment, or other action by the carrier or customs authority. Refund eligibility will depend on the circumstances, the applicable order terms, our Returns Policy, and mandatory law. This applies to:

• Failure to provide required customs documentation
• Refusal to pay applicable duties
• Inability to reach the recipient

I am a US customer ordering from an international brand. Will I need to provide identification?

US Customs may request an IRS, EIN, or SSN number before authorizing delivery of certain international shipments. Respond within the timeframe provided by the carrier or customs broker to avoid delay or return of the shipment.

Which payment methods are accepted?

Do Not Wish accepts a range of payment methods. Payment methods shown at checkout depend on your location, currency, device, and order details.

• Cards: Visa, Mastercard, Maestro, American Express, Discover, Diners Club, JCB, UnionPay
• Digital wallets and payment platforms: PayPal, Apple Pay, Google Pay, Boleto (Brazil)
• Buy now, pay later: Klarna Instalments, Afterpay, Tamara

Availability of payment methods, instalment options, and regional payment services may vary depending on your location, order value, currency, and payment provider. See Payment Information for full details.

When will my card be charged?

At checkout, a payment authorization is placed to confirm available funds. For credit card payments, the charge is captured when your order is ready to ship. For debit card and PayPal payments, funds are captured at the time of purchase. No payment is taken before your order is confirmed.

Which currencies are supported?

Prices are displayed in the currency corresponding to your delivery destination and are shown at checkout. Where your local currency is unavailable, your order will be charged in USD.

Is my payment information secure?

We take the protection of your payment information seriously. All transactions are processed over encrypted, secure connections. Security checks are applied at the time of purchase. For card payments, CVV entry is required; this may not apply to digital wallets, tokenized cards, or saved payment methods. Do Not Wish does not store full card details.

Are cryptocurrency payments accepted?

Selected cryptocurrency payment methods are available in supported markets at checkout. The following applies to all cryptocurrency transactions:

• Exchange rate: cryptocurrency payments are processed at the exchange rate displayed at the time of checkout. Rates are not locked prior to payment confirmation and may fluctuate until the transaction is completed.
• Settlement currency: all orders are settled in USD regardless of the cryptocurrency used. Your order total is denominated in the display currency applicable to your destination.
• Refunds: refunds on cryptocurrency transactions are issued in the original transaction value in USD at the time of the original purchase. Refunds are not subject to exchange rate adjustments after the transaction date and are processed subject to payment processor policies.

Supported networks and wallets vary by market and are confirmed at checkout. Do Not Wish does not accept direct wallet transfers outside of the checkout payment flow.

What is store credit?

Registered users may elect to receive store credit in lieu of a refund on eligible returns. Store credit is applied to your account, does not expire, and may be applied to future purchases through the Services. Full terms are available in our General Terms and Conditions.

How do promotional codes work?

Promotional codes may be entered at checkout where applicable. Each code applies to a single eligible item per order and cannot be combined with other codes or store credit. Codes cannot be exchanged for cash.

Some promotions are applied automatically at checkout. Where two promotions are available simultaneously, you will be asked to select which to apply.

What is the return policy?

Eligible items may be returned within 14 days of the delivery date. Items must be unused, unworn, unwashed, and in their original condition, with all tags, seals, and labels attached, and original packaging — including dust bags, shoe boxes, and authenticity cards where applicable — included. Where a retail Partner's return policy is stricter than Do Not Wish's, the Partner's policy applies and is shown on the product page before checkout.

The following items are not eligible for return under any circumstances:

• Items marked 60% off or more (Final Sale)
• Customized, personalized, or made-to-order items
• Sealed items opened after delivery, such as cosmetics, self-care, and fragrances
• Swimwear and bikini bottoms, unless the hygiene seal is fully intact and the item is unworn
• Lingerie, hosiery, and undergarments
• Face masks and face coverings
• Dangerous goods, including candles, fragrances, pressurized products, and battery-operated electronics

Direct exchanges are not currently offered. Eligible items should be returned for a refund and a new order placed separately.

How do I initiate a return?

All return requests must be directed to Do Not Wish Customer Care.

• Log in to your account and navigate to Order History
• Select the relevant order and click Return Items
• Select the items you wish to return and provide a reason for the return
• A Return Authorization (RA) number and return instructions will be sent to your registered email address
• Print the return label and follow the instructions provided

Guest orders: returns can be initiated using your order number and the email address used at checkout, or by contacting Customer Care directly for assistance. Each order must be returned separately — multiple orders cannot be combined into a single return shipment. Retain your return postage receipt until the refund has been fully processed.

When will my refund be processed?

Once a return is received and accepted by the applicable Partner, a refund is issued to the original payment method within 3 to 10 business days. A confirmation will be sent when the return is accepted. Refunds may take a few additional days to appear on your statement, depending on your payment provider.

Are delivery costs and duties refunded?

Delivery and shipping fees are non-refundable unless the return is the result of a damaged, defective, or incorrect item on Do Not Wish's part.

How do I find out about promotions?

Promotional updates, new arrivals, and editorial content are available through the newsletter and communication preferences in your account.

Are certain brands or items excluded from promotions?

Yes. Promotional discounts apply only to selected brands and items, as each Partner determines their own participation. Items eligible for a promotion will be indicated accordingly. For full terms, see our Promotion Terms & Conditions.

Can two promotions be combined?

Some promotions cannot be applied simultaneously. Where two offers are available, you will be asked to select one. If an active campaign is automatically applied at checkout, entering a promotional code will overwrite it.

My promotional code has expired. Can it be reactivated?

Expired promotional codes cannot be reactivated. Codes are non-transferable and have no cash value.

Where can I find size guidance?

Size conversion charts and fit information are available where provided by the applicable Partner. Products can also be filtered by size during browsing.

What fit information is available on product pages?

Where provided by the applicable Partner, product pages include:

• Size conversion charts
• Product-specific measurements
• Model size and measurements
• Fit notes where a garment runs larger or smaller than standard

Why do designer sizes vary?

International sizing conventions differ across markets and individual designers may fit differently from standard conversion expectations. Item-specific fit information is provided where available and where provided by the applicable Partner.

What is a pre-order?

Pre-ordering provides access to upcoming products before their general release. Full payment is required at checkout. Pre-order items are shipped separately from in-stock orders according to the expected release date.

When will my pre-order arrive?

Once the item is released and ready to ship, a shipment confirmation with estimated delivery information will be sent to the email address associated with your order.

Can I cancel a pre-order?

Cancellation availability for pre-order items is subject to the policies of the applicable Partner. To request a cancellation, access your order through the applicable order management interface, select the item, and submit a cancellation request. Where an order has already been prepared for fulfillment, cancellation may no longer be available; however, a return may be initiated following delivery.

Are pre-order items refundable?

Yes, subject to the conditions of our Return Policy.

Are there purchase limits on pre-order items?

Certain pre-order items may be subject to per-order quantity limits as determined by the applicable Partner.

How do I manage my communication preferences?

Email, notification, and communication preferences can be managed through account settings at any time.

What are the community standards for Do Not Wish?

Do Not Wish's community channels are intended to support open, respectful, and relevant exchange. We welcome feedback, questions, and discussion.

To maintain the integrity of our community, Do Not Wish reserves the right to:

• Remove content that is off-topic, irrelevant, or contains unauthorized promotional material
• Remove content that is offensive, abusive, or directed at other users or Partners
• Contact relevant authorities where required in cases of copyright violation, defamation, or unlawful disclosure of personal data
• Report inappropriate content to applicable platform operators

For privacy and security reasons, we ask that you do not share order details or personal account information through public channels. Marketplace and account-related inquiries should be directed to Customer Care through available support channels.

Legal and regulatory inquiries

Legal or regulatory inquiries may be directed to support@donotwish.com.

Partner compliance

Do Not Wish requires marketplace Partners to comply with applicable product-safety, labeling, authenticity, and consumer-protection requirements. Product or safety concerns may be reported to support@donotwish.com.

How can I contact Customer Care?

Contact us at support@donotwish.com or through the Contact Us form. Please include your order number where applicable, but do not send passwords or complete payment-card information.

Support availability and response times may vary. We will respond as soon as reasonably possible.