FAQ

1. Orders

Q1. Can I cancel or modify my order?
A: Yes, you can cancel or modify your order before it is processed for shipping (before the tracking number is issued). Please check your order status and contact our customer service team.
※ Please note that requests made after 2 PM will be processed for refund after 9AM the following business day.

Q2. I didn’t receive an order confirmation email.
A: Please check your spam or junk folder. If you still can’t find it, ensure that the email address you entered during checkout is correct, and contact customer service.

Q3. Where can I check my order's delivery status?
A: You can check real-time delivery status under My Page > Order History. A tracking link will also be provided.

2. Shipping

Q4. Which courier service do you use?
A: This varies by country and region. After shipping from Korea, your package will be handed over to a major local courier in your area.

Q5. Do you offer international shipping?
A: Yes, we offer shipping to most countries worldwide. However, some destinations may have delivery restrictions.

Q6. How long does shipping take?
A: Shipping times may vary depending on the destination and method selected. In general:

🚚 Standard Shipping:
• Europe & Americas: 14–21 days
• Asia: 7–10 days

🚀 Express Shipping:
• Europe & Americas: 7–10 days
• Asia: 3–5 days

*Additional time may be required for certain regions.

Please refer to the RELEASED DATE on the product details page for the estimated shipping date. This date indicates the warehouse arrival schedule provided by the manufacturer. Even if the item has been shipped from our side, the actual delivery schedule may vary depending on local shipping conditions, making it difficult to provide an exact arrival date.
A tracking number will be automatically sent via email once it is updated. Please check your inbox for updates.

Q7. How much is the shipping fee?
A: Shipping fees depend on the order amount, destination country, and selected shipping option. The exact fee will be displayed at checkout.

Q8. How are customs duties and taxes handled?
A: Customs duties and taxes may apply based on your country’s regulations and may be the responsibility of the customer. Please review your local policies before placing your order.

3. Payment

Q9. What payment methods do you accept?
A: We accept various payment methods including credit cards (Visa, MasterCard, American Express), PayPal, WeChat Pay, and more.

Q10. I encountered an error during payment.
A: Please check your internet connection and try a different payment method. If the issue persists, contact our customer service team.

4. Returns & Refunds

Q11. Can I return an item?
A: If the product is defective or damaged, please contact our customer service. An unboxing video is required for return requests.

Q12. When will I receive my refund?
A: Refunds typically take 3 to 10 business days depending on your card issuer’s processing time.

5. Other Inquiries

Q13. What are your customer service hours?
A: Our customer service team is available Monday to Friday, from 10:00 AM to 5:00 PM (GMT). Please leave your inquiries via chat or email.

Q14. Do you offer any rewards or discounts?
A: Yes! We offer various point-based rewards for new sign-ups, birthday celebrations, purchases, and following us on social media. Points can be redeemed for coupons such as 10% discounts or free shipping.

If you have any other questions, feel free to contact our customer service anytime! 😊