Refund Policy

Return & Refund Policy

General

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

For returns due to a change of mind, the consumer is responsible for the return shipping fee.

If the original shipment was free, both the order shipping fee and the return shipping cost will be charged to the consumer upon return.

To start a return, you can contact us at poiret@shinsegae.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at poiret@shinsegae.com.

Damaged or Wrong Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please ensure that you have the following information prepared before contacting our customer service.

• Order Number
• Photos of the opened package
• Photos of the damaged or wrong items.
• Photos of any damaged parts.

Please contact our customer service within 14 days after receiving your package.

All shipping fees for exchanges/refunds of damaged or wrong items will be covered by Shinsegae International Inc.

 

Missing Items

Please ensure that you have the following information prepared before contacting our customer service.

• Order Number
• Photos of Opened Package
• Photos of the Item(s) Received

If any of your items is missing, please contact our customer service within 14 days after receiving your package. All costs incurred as a result of the reshipment will be covered by Shinsegae International Inc.

Once your request for the missing item is accepted, we will immediately send the correct item to your address.

Returned Items

Unclaimed packages returned to Shinsegae International Inc. due to the absence of the addressee or an incorrect/insufficient address are not eligible for refunds. Please verify your zip codes and detailed addresses before checkout to avoid issues. Claims for returned parcels, including those due to insufficient address or being unclaimed, can only be processed for deliveries made within 2 months.

 

Ineligible Products for Exchanges/Refunds

The following are not eligible for returns/exchanges:

• Any item reported after 14 days from the date of receiving
• Any item that shows any signs of usage
• Any item that has been damaged intentionally
• Any item returned without any previous notice or in spite of the return request denied by our customer service
• Any item that is customized, including special orders or personalized items

 

Cancellation

Orders for which the shipping process has already commenced cannot be cancelled.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.