Returns & Refunds

Every order is purchased in Korea specifically for you and shipped from Seoul. For hygiene and safety reasons, skincare, hair care, body care and makeup that has been opened or used cannot be returned or exchanged. The exceptions and conditions below apply to every order.

Damaged, defective, incorrect or missing items

If an item arrives damaged, leaking or defective, if you receive the wrong item, or if an item is missing from your parcel, contact us within 7 days of delivery with your order number and clear photos (or a video for leaks and defects). Claims made after 7 days cannot be accepted.

Once your claim is confirmed, we send a replacement or issue a full refund, including the shipping you paid. You do not need to return the item unless we ask you to.

The following are not considered defects: normal variations in colour, scent or texture between batches; packaging differences between the Korean and export versions of a product; allergic reactions or skin sensitivity; and damage caused by misuse or improper storage.

Unopened products

Products that are unopened, sealed and in their original packaging may be returned within 14 days of delivery under these conditions:

Contact us first to obtain a return authorization and the return address in Canada. Returns sent without authorization, or sent to the Seoul warehouse, cannot be accepted.
Return shipping is paid by the customer. We recommend a tracked service; we are not responsible for returns lost in transit.
A 15% restocking fee is deducted from the refund, and the original shipping charge is not refunded.
Items must arrive in resalable condition. Opened, used or damaged returns are not refunded.

Non-returnable items

Opened or used products, products with broken seals, gift cards and items marked final sale cannot be returned.

Skin reactions

Any product can cause a reaction on some skin types. We recommend reading the ingredient list and patch testing before first use. Reactions and sensitivity are not product defects and are not eligible for a refund; if a product does not suit you, contact us and we will gladly help you choose a gentler alternative.

Cancellations

An order can be cancelled for a full refund as long as it has not been processed for shipment, normally within 24 hours of ordering. Once an order has been processed it cannot be cancelled. If an order in transit is refused or returned to sender, it is refunded for the product price less the original shipping charge and a 15% restocking fee, or reshipped at the customer's cost.

Refunds

Approved refunds are issued to the original payment method within 5 business days. Your bank or card issuer may take an additional 3 to 10 business days to post the credit. If you have not received a refund 15 business days after approval, contact us.

Exchanges

We do not process exchanges. Return the unopened item under the conditions above and place a new order for the product you want.

Fraud

Orders are monitored for fraud. False damage or non-receipt claims, chargeback abuse and the use of unauthorized payment methods result in order cancellation and may be reported to the relevant authorities.