FAQ
Frequently Asked Questions (FAQ)
Orders & Payment
Q: How do I place an order?
A: Browse our products, add items to your cart, proceed to checkout, enter your shipping information, choose PromptPay as payment method, and confirm your order. See our How to Shop Online guide for detailed instructions.
Q: What payment methods do you accept?
A: We accept PromptPay only. It’s quick, secure, and provides instant payment confirmation. See Payment Methods for more details.
Q: Is it safe to pay on your website?
A: Yes! All transactions are secured with SSL encryption and processed through certified payment gateways. PromptPay provides secure, instant payment confirmation.
Q: How do I pay with PromptPay?
A: After placing your order, you’ll receive a QR code. Simply scan it with your mobile banking app or enter our PromptPay ID to complete payment. Payment confirmation is instant and you’ll receive an email confirmation.
Q: Can I modify or cancel my order?
A: You can modify or cancel your order within 2 hours of placement by contacting us immediately. After this time, orders may already be in processing and cannot be changed.
Q: Do you offer cash on delivery (COD)?
A: No, we only accept PromptPay payment. All orders must be paid for before shipping.
Shipping & Delivery
Q: Do you ship internationally?
A: No, we currently ship only within Thailand.
Q: How much is shipping?
A: Shipping costs vary based on package weight, dimensions, and destination. The exact cost will be calculated at checkout. We offer free shipping on orders over 1,000 THB.
Q: How long does delivery take?
A: Delivery typically takes 2-7 business days depending on your location. Bangkok and surrounding areas: 2-4 days. Other provinces: 4-7 days. See Shipping & Delivery for details.
Q: How can I track my order?
A: You’ll receive a tracking number via email once your order ships. You can track your package on the Thailand Post website or our Track Your Order page.
Q: What if I’m not home when delivery arrives?
A: Thailand Post will leave a notice with pickup instructions. You can collect your package from the local post office.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 7 days of delivery for unused items in original packaging. See our Return & Exchange Policy for full details.
Q: How do I return an item?
A: Email us at service@wongsanguan.com with your order number and reason for return. We’ll send you return instructions.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the item is defective or we sent the wrong product.
Q: How long does it take to get a refund?
A: Refunds are processed via bank transfer within 7-14 business days after we receive and inspect your return.
Q: Can I exchange an item?
A: Yes, we accept exchanges for different sizes, colors, or defective items. Contact us to arrange an exchange.
Products
Q: Are all products authentic?
A: Yes, we guarantee 100% authentic products from authorized suppliers and distributors.
Q: Do you restock sold-out items?
A: It depends on the product. Contact us about specific items, or sign up for restock notifications on product pages.
Q: Can I see the product in person before buying?
A: We are an online-only store. However, we provide detailed photos and descriptions to help you make informed decisions.
Account & Security
Q: Do I need an account to shop?
A: No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and checkout faster.
Q: How do I reset my password?
A: Click “Forgot Password” on the login page, enter your email, and follow the instructions sent to you.
Q: Is my personal information secure?
A: Yes, we use industry-standard security measures to protect your information. See our Privacy Policy for details.
Still Have Questions?
Can’t find what you’re looking for? Contact our customer service team at service@wongsanguan.com. We’re here to help!