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FAQ's

What is wow.lk?

If you are looking to buy a specific product or a service, wow.lk is the best place to find a product/service within seconds. Within wow.lk, you can search for your product based on the keywords you provide across several e-commerce portals to give you the most relevant results. You can also filter or narrow down the results based on your preference, contact sellers, buy the product online and get it delivered to your home or office!


What are the featured sections of wow.lk and what is available in these sections?

wow Deals - You'll find the best deals in town for Products and Services offered at unbelievable discounts.

wow mall - Saving you time and money, the largest online mall in Sri Lanka boasts a wide range of Merchants and Products.

Lifestyle - Whether you are looking for the best Travel Deals, local & worldwide Hotel bookings (through Agoda), concert tickets or just information about what's happening and where (shout.lk), this is the place to go. You could even choose from over 100,000 book titles from our online bookstore and have it delivered to any part of Sri Lanka. And if you have something to sell or are looking to buy something hard to find, take a look at the classified section and you'll get results in no time.


How do I use this site (wow.lk)?

Click on the icons to go to the sections described above.

Browse through each section and see what interests you.

If you don't see what you're looking for, use the search feature.

If you are still unable to find what you are looking for, please contact us and we will do our best to get it for you.


How do I narrow down the results to find the best match for the product/service I am looking for?

After you enter the product or service you are looking for in the search area and click on the "Search" button, you will see a list of results.

If you look to the left of the screen, you will see a number of Filters which will help you to narrow down your results.

E.g. If you searched for "digital cameras" and wish to see products that are only from the brand Sony, click Choose more under Brand and select Sony. This will display an array of Sony Digital cameras from different retailer sites.


What are the 24*7 Support modes available on wow.lk?

At present we do not offer 24*7 Support. Our Customer Care Team is available to assist you during our office hours of 8:30am to 6:30pm on weekdays and 10.00 am to 5.00 pm on Saturdays, so please do contact us with any questions you have. Please note that the office is closed on Sundays, and mercantile holidays.


What is the Return / Replacement Policy on wow.lk?

The product should be returned in their original condition, undamaged with packaging and other material (catalogue etc.) that came with the product.

If you have purchased from wow mall, a 1:1 replacement on products is offered for selected products.

Items purchased from wow mall, also fall under a 14 day Money Back Guarantee which can be used to return goods.

We accept returns on all products except the following (due to extenuating factors or due to stipulations by merchants/partners): Food, Perishable items, Clothing, Vouchers from Daily Deals, Event tickets or Travel deals / bookings.

As part of our policy, the refund for the returned product will be made via the original payment mode that was used to place the order. E.g. if the product was purchased via Credit Card, the charges will be reversed. However, if you would prefer it, we can add the refund as credits to your wow.lk account to assist with future purchases. If you prefer this method, please inform the Customer Care agent handling your request of your preference.

The refund process takes approximately 2 weeks to complete.


What are the Warranty terms for products offered?

Warranty offered by Merchants would apply as per terms and conditions of each specific merchant. You must read the product descriptions to understand the warranty terms that apply for each product on the site. Some products are covered by a wow.lk warranty. Please note that this type of warranty only covers repairs.


Is Registration required to use the service?

You can browse or search sections of wow.lk without registering for an account. However if you want to make a purchase or post an advertisement in the Classifieds section, you must register for an account or Log In to your account.


What are the benefits of becoming a registered user?

There are several advantages of becoming a registered user on wow and these include:

Earning Credits for your purchases, the ability to save your delivery / billing details and also gaining eligibility for extra special offers that are sent out to the member database.


What do I do if I have forgotten my password?

Click on the Forgot Password link on the Log In page and follow the instructions or contact the wow hotline on 0117 269 269 or email us at support@wow.lk and request for a password change.


What do I need to Shop online on wow.lk?

There are no limitations to being able to shop on wow.


Do I need a Credit Card to pay for my purchases?

No. Credit Cards are merely one of the many payment methods we have to help you make your purchasing experience smoother.

Please click here to view all of our payment methods.


My product is faulty. Should I call wow?

If the warranty is supplied by wow.lk, the claim should be addressed to wow.lk. However, in the instance where the product is supplied with a merchant warranty, the claim should be addressed to the merchant.


How do I get further details on Specification/Packaging/Warranty/Return of products/services?

Please contact wow.lk via phone, email or social media and our Customer Care Team will assist you to get the required information. You could also walk in to our office and have Customer Care assist you.


Does each offer or product have its own terms and conditions?

Yes. Customers must carefully read through the terms and conditions of the deal, product or service. After you have read and understood the terms and conditions, and are in agreement with them, you may click on the BUY button. At this point you will also be required to confirm that you have read and understood the general terms and conditions applicable for the site in order to continue with your purchase.


Are all the brands genuine?

Yes. We do our utmost to ensure that all sourced brands are genuine. If you encounter a purchase that is not genuine, we will refund you in full for that product.


What should I do if the product I received is low quality/ not functioning/ not what I ordered?

Please contact wow.lk via phone, email or social media and Customer Care would be able to assist you to rectify the issue.


What are the delivery charges?

Delivery charges are subject to change without prior notice. However, all current delivery charges applicable to an item are displayed on the checkout page. If the charges increase after your purchase, you will not be billed the extra amount. You can also view the current delivery charges by clicking the link below.

 

Click here to view the current delivery charges.


How long does it take to deliver?

Delivery periods vary from product to product. Please refer to the product detail page for further information.


What are the Delivery Areas available?

Click on delivery policy of each product to view the delivery areas available.


What should I do if the items are not delivered to me within the specified time?

Please contact wow.lk immediately.

However, please consider that your order may even have been picked up by a family member, the building owner, or may be at a reception desk.


Why would a package not be delivered?

A package may not have been delivered due to one of the following reasons:

The address was incorrect.

Given contact information is incorrect.

The residents refused to accept the package.

Recipient was unavailable to accept the package. If this situation occurs, the courier will leave a message and visit the following day.

Delivery service is not available to the specified area.

Delivery of certain items to certain areas may not be permitted due to existing law prevalent in the country.


What taxes are applicable for products and services?

The usual tax components are 12% VAT and 2% NBT, the applicability of tax on the total price will be product specific.


What are the available payment methods?

Credit & Debit Cards (Master/VISA/AMEX) - You will be directed to the Payment Gateway operated by our bank to process the payment. Please note that we do not save your credit card details on our servers.

Visa Debit Cards - Please ensure that the issuing bank has not blocked e-transactions for your card. If e-transactions are blocked, you must contact the bank and authorize the card for e-transactions.

eZ Cash - Use your Dialog eZ Cash account to complete your purchases quickly.

Dialog Add-to-bill - This feature enables you to add the cost of the product to your Dialog mobile phone bill. (Please note that the customer must have a prepaid or postpaid Dialog mobile number. Transaction validation is subject to credit check and verification. Also some corporate mobile connections might be blocked from using this service.)

Cash on Delivery - This payment method is only applicable to products below Rs. 10,000. The COD facility is available for selected products only. Please refer the product page for more information.

Pay Cash at the wow.lk Head Office / any DIALOG Outlet/ any HNB Branch- This method temporarily reserves the item for you for 24* hours. However, you must complete the transaction by visiting the wow.lk office, a Dialog branch or any HNB branch within that period. (*As stated before, the Pay Cash option functions on a 24 hour cycle. This cycle begins each day at 12 noon and lasts till 12 noon the next day. Payments for orders made within this period have to be completed within this period to avoid cancellation).


Does wow.lk offer Installment Schemes?

Yes, on selected Credit Cards only. Please call 0117 269 269 for more information.


What loyalty points are available?

Credits will be added to the customer's account according to the incentive program applicable for each purchase.


How can credits be redeemed?

Credits - After signing in to your account, you will be able to see the number of credits available. Follow the instructions on the checkout page to redeem your credits.

Please ensure that your Mobile Number is verified with the account in order to redeem credits.


What do I do if I come across a payment issue?

If you cannot complete the transactions via credit cards (Declined/Error) please contact the card issuing bank.

If you are using a debit card, please check with the card issuing bank if "e-commerce transactions" has been enabled on the card.

If the issue is with Add-to- Mobile Bill, post-paid users should check their credit limit and prepaid users should ensure that enough credit is present in their prepaid account.

For any other issues please contact Customer Care at wow.lk


How do I cancel an order I have placed?

If the delivery has not taken place, please contact wow.lk immediately to cancel your order.

wow.lk also provides a 14 day return policy for products below Rs. 10,000, so if you are not satisfied with the product you may choose to return it. Please refer to the Return Policy stated elsewhere on this page.

No Refund policy is available for Daily Deals.


Is it safe to enter my credit card number online?

You can safely enter your entire credit card number via the secure server (https) provided by the banks, which encrypts all submitted information. This information is not visible to wow.lk, Merchants or any other party. This guarantees your security whilst allowing us a way to track your order.