FAQ

We are dedicated to introducing both popular and hidden gems from Korea to a global audience. Given the complexities involved in international transactions—including payment, shipping, and refunds—we kindly ask that you review the following information before placing your order.

This approach is consistent with best practices for e-commerce FAQ pages, which aim to provide clear and concise information to enhance customer experience.

Please read this before purchasing :

Payment

Currently, we only accept payments through PayPal. This ensures a secure and reliable transaction process for our international customers. We are working on expanding our payment options to include major credit cards and other methods in the near future. Stay tuned for updates!

Shipping

Q: Which countries do you ship to?

A: We offer international shipping to a wide range of countries. Please refer to our shipping information page for a complete list of available destinations.

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Q: What shipping carriers do you use?

A: We partner with reputable carriers such as DHL, FedEx, and EMS to ensure reliable and timely delivery of your orders.

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Q: How are shipping costs calculated?

A: Shipping costs are determined based on the destination country, weight, and dimensions of the package. The exact shipping fee will be displayed during the checkout process before you complete your purchase.

Delivery

Q: How long will it take for my order to arrive?

A: Delivery times vary depending on the destination and chosen shipping method. Generally, orders are delivered within 2-7 business days after dispatch. Please note that unforeseen circumstances such as customs delays may affect delivery times.

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Q: How can I track my order?

A: Once your order has been shipped, we will provide you with a tracking number via email. You can use this number to monitor the status of your shipment through the carrier's website.

Customs and Duties

Q: Will I be charged customs duties or taxes?

A: The recipient is responsible for all/any import duties and taxes which may occur during international shipments. Please be advised that these charges are levied by the destination country, and we do not have control over them.

If you are charged customs fees even after proving that your items are for personal use, and your purchase amount meets the criteria below, you will be compensated via Reward Points.

  • Purchase amount: Original price of item(s) before any discounts, coupons, or reward points are applied
  • Request period: Compensation requests must be made within 14 days of delivery

Please provide proof of payment after customs are cleared to initiate the compensation process.

Customs Compensation Criteria by Country

  • U.S.A : Total purchase amount under the recipient's name is below US$800 (based on order date)
  • Australia : Purchase amount is below US$700
  • Taiwan : Recipient is not responsible for customs clearance
  • Singapore : Purchase amount is below US$280
  • Malaysia : Purchase amount is below US$115
  • Hong Kong : [Duty-free zone] All customs charges that still occur are eligible for compensation
  • New Zealand : Purchase amount is below US$250

Returns & Exchanges

Q: What is your return policy?

A: Refunds are possible within 7 days of receiving the product, provided the product has not been worn or washed.

  • Exchanges: Due to the international shipping process, exchanges are not available. If you wish to exchange an item, please return it and repurchase the desired item.

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Q: Who is responsible for the return shipping costs?

A: Customers are responsible for all expenses incurred during the return process, including:

  1. Prepaid delivery to our Korean department (no return label will be issued).
  2. If the remaining product value after returns is less than $150, any free shipping benefits from the initial order will be revoked, and the original shipping cost will be deducted from the refund. (Typically $40-$50, exact amount confirmed after return arrival).
  3. Tariffs incurred during the return process will also be deducted from the refund.

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Q: How do I return a product?

A: Please follow these steps to initiate a return:

  1. Contact us with the product name you wish to return.
  2. Ship the product within 7 days of submitting your return request.
  3. Provide us with the courier information and the invoice number.

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Important Notes:

  • If the product is not shipped within 7 days, the return request will be canceled.
  • Refund processing begins only after the returned item has been received and inspected.

What should I do if there’s an issue with my order?

<Omission of Product>

If you find a missing product in your order, please inform us within 7 days of delivery.

Provide the name of the missing product along with a photo of the box and all received items.

Once the omission is confirmed after checking our records (e.g., CCTV and courier logs), we will assist you with either a resend or a refund.

Note: If you contact us after 7 days, it may be difficult to verify the issue through the courier or CCTV records. Proof photos are required for processing.

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<Defective Product>

Refunds or resends are available within 7 days of receiving the product, provided it has not been worn or washed.

Submit photos of the entire product, the defective area, and the barcode on the packaging.

If the defect is confirmed, we will process the refund or resend at no additional cost.

Important:

  • If the product was used, improperly handled, or not cared for according to instructions (e.g., washing), compensation cannot be provided.
  • For confirmed defects, we will cover all associated costs.

<Wrong Delivery>

  • If you received the wrong item, please send a photo of the entire product and the barcode on the packaging.
  • We will verify the mistake via CCTV and courier records and assist you with a resend or refund.