Return, Refund & Exchange policy

My order has arrived faulty or damaged. What should I do?

• Please contact support@skin-seoul.com to report the issue. To assist us in effectively addressing the problem, please provide photos of the shipping label, and videos showing the fault. We request that you arrange for its return within 5 days. You have the selection of requesting an exchange of the same product, or a full refund of the returned faulty item.
  • For Exchange request: Once we receive the returned item, we will begin the exchange process and there will be a refund of the return shipping cost, which will be credited back to your original payment method. Once we have shipped out the replacement product, you will receive an email stating that your order has been packed and dispatched.
  • For Full Refund request: Once we receive the returned item, we will begin the refund process, including the return shipping cost, which will be credited back to your original payment method.
• We truly appreciate your understanding and are committed to ensuring your satisfaction with our products and services. If you have any further questions or need assistance with the return process, please do not hesitate to contact us.
• Special Case for Hazardous Items: In cases of potentially hazardous items, like broken glass bottles where spillage is visible before opening the package, we require photos and video proof while opening the package. This enables us to proceed with your refund or product exchange without the need for the item’s return. Our customer service team will provide confirmation for such cases.

I have changed my mind on my order, what do I do?

• If you change your mind on your order, you may cancel your order while it’s still in the “Order confirmed” stage. After this period, your order will enter processing and we’ll no longer be able to make modifications or cancellations, as it’s being prepared for dispatch to ensure timely delivery. You may check out the status of your order under your profile.
• We understand plans can change, and we’re happy to accommodate requests within this timeframe. To make your shopping experience smoother, we recommend reviewing your order details carefully before checkout. Your satisfaction is always our priority — thank you for your understanding and support!

I have changed my mind on a product, what do I do?

• If you’ve changed your mind about a product you’ve purchased and received, here’s what you can do:
  • 7-Day Return Policy: We offer a return policy for up to 7 days after your order is completed, as we understand that sometimes you might reconsider your choice.
  • Return Eligibility: The product must be in its original, unopened, and unused condition for the return to be eligible. The seal should be intact, and there should be no tampering with the product, as this is crucial for maintaining hygiene standards.
  • Samples Return: We believe in the marketing value of our samples! If you return an item for a refund or exchange, you are welcome to keep the complimentary samples that were included in your original order. They are considered a gift-with-purchase.
  • Associated Costs: While we’d love to accommodate all costs, please understand that expenses such as packaging, domestic and international shipping, local shipping, and taxes cannot be covered by us for returns due to a change of mind.
  • Right to Reject: We reserve the right to reject a return request if these criteria are not fulfilled. In cases where a return request is rejected, please be aware that the shipping charges to return the item will be borne by the buyer.
  • Refund Process: Upon successful return and inspection of the item’s condition, we will process your refund to the original payment method used during the purchase.
• We truly appreciate your understanding and are committed to ensuring your satisfaction with our products and services. If you have any further questions or need assistance with the return process, please do not hesitate to contact us.

How long does it take for me to get my refund?

• Your refund timeline depends on your original payment method.
• For payments made via credit card, the refund process usually takes 7 to 14 working days.
• If you paid through PayPal, the refund should be completed within 3 to 5 working days.
• If you do not receive your refund within these timeframes, please don’t hesitate to get in touch with our customer service team for assistance. We’re here to ensure that your refund is processed smoothly and promptly.

I suspect my parcel has been tampered, what should I do?

• If you suspect that your parcel has been tampered with, we advise you to record a video of the process as you open the parcel. This video evidence will greatly assist us in addressing and investigating the issue more effectively and efficiently.
• Please proceed to contact our customer service team to report the issue. To assist us in effectively addressing the problem, please provide photos of the consignment note or shipping label, and the requested videos for us to investigate the issue.

My order is incomplete, what should I do?

• If your order is incomplete, please contact our customer service team as soon as possible. Provide them with your order details and specify which items are missing with the photo of the consignment note or shipping label and the items received. Our customer service team will collaborate with the warehouse to investigate the issue. If it is confirmed that items from your order are indeed missing, we will promptly arrange for the replacement items to be sent to you.
• We apologize for any inconvenience this may have caused and appreciate your understanding as we work to resolve this matter. Our team is dedicated to ensuring your complete satisfaction with your order.