I entered a wrong shipping address. What happens to my order?
Unfortunately, we are unable to make any changes to the shipping address once an order has been placed. If you have made a mistake in your shipping address, kindly contact our Customer Care team and we will be able to assist to cancel your order. If the order is already on its way to you, we will not be able to process a cancellation. Instead it will be returned to sender and a refund will be processed.
We strongly encourage you to check your shipping details carefully before checking out to avoid shipping address issues.
What happens if I'm not at home when my order is delivered?
There will be a message sent to you on the day of delivery to request for an alternative delivery location if you are not in. If there were no special instructions from you, the delivery personnel will place your parcel outside your door and inform you about it.
An item is missing from the parcel
If you realize that an item is missing after the delivery, please wait 1 – 2 more days as it might be on a separate shipment fulfilled by another store. After waiting, if there are still no delivery, do feel free to contact our Customer Care team.
We may have missed the item from fulfilment in the first place but need to verify this, which may take some time, so we seek your patience during this time. If this is the case, we will do our best to get the item out to you or refund you.
If the item was sent, our team will start an investigation with Korea Post which may take some time, thus we seek your patience during this time.
We may ask you for photos of the outer box, so please do not throw it away. Should we confirm that your item was lost in transit, we will of course refund you for the missing item(s).
I received something other than what I ordered / I've received someone else's order! What now?
In rare cases, it might happen that an incorrect item / someone else’s order is sent out due to human error. We sincerely apologise if this has happened to you. Please contact our Customer Care team immediately to let us know about the issue. We will do everything we can to resolve it as quickly as possible for you.
Simply type in "Delivery Issues" in the chat and Flo, our chatbot, will be able to assist you with the matter and escalate it to our Customer Care agents should you require further assistance.
In order for us to assist you promptly with this issue, kindly ensure that the item meets our return policy guideline. Click here to learn more about our return policy.
What should I do if my order arrives damaged?
We put great care throughout our packing process to make sure you receive your items in perfect condition. However, damage may occur while the parcel is in transit.
If you notice that the contents of the parcel are damaged or faulty, please contact our Customer Care team within 2 days of receiving the order and we will assist you with the refund. Simply type in "Delivery Issues" in the chat and Flo, our chatbot, will be able to assist you with the matter and escalate it to our Customer Care agents should you require further assistance.
The tracking says my order was delivered but I never received it!
Please check with members of your household and your neighbours to see if any of them have received the parcel on your behalf. If you are still unable to locate the parcel, contact our Customer Care team for assistance or simply type in "Order Status" in the chat and Flo, our chatbot, will be able to escalate your issue to our Customer Care agent should you require further assistance.
We will do everything we can to locate your order for you.
We may need further details from Korea Post regarding the delivery of the item which may take some time to obtain, so we seek your patience during this time.
In some circumstances you may be asked to complete a "Goods Not Received" declaration form and return his to us via email. Of course, if it is confirmed that your order was lost in transit, we will refund you in full.
My delivery is late!
We always do our best to make sure your order reaches you in the shortest time possible. Occasionally, delays can happen, which are often beyond our control. In this case, we advise you to check our delivery partners' website with the tracking number provided for shipping updates.