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1. Overview

At Seoulia, we want you to be completely satisfied with your K-Beauty purchase. This Return & Refund Policy outlines our conditions, timelines, and procedures for returns, refunds, exchanges, and cancellations. This policy applies to all international orders shipped to the United States, Canada, Australia, United Kingdom, Germany, and France.

2. Return Window & Eligibility

We offer a 30-day return window. You have exactly 30 days from the date of delivery to submit a return or exchange request.

To be eligible for a return or exchange, items must meet the following strict criteria due to hygiene and safety standards for cosmetics and beauty products:

  • Product Condition: The item must be entirely unopened, unused, and untampered with, with all original factory seals, wrapping, and box packaging completely intact.
  • Original Packaging: The item must be in the exact same condition that you received it.
  • Exclusions: Opened or used beauty products, products with torn or damaged outer retail wrapping, gift cards, and items marked as "Sale" or "Clearance" are strictly non-returnable and non-refundable.
  • Skin Sensitivity Disclaimer: Allergic reactions, personal skin sensitivities, or general product dissatisfaction after use do not qualify for a return or refund once the product seal has been broken or used.

3. Return Fees & Restocking Fees

To ensure full pricing transparency, we clearly define the fee structures associated with all returns:

  • Restocking Fees: Seoulia charges $0.00 for restocking fees. There are absolutely no handling or restocking fees for any eligible return.
  • Customer Remorse Returns (Change of Mind / Wrong Item Ordered): If you wish to return an item due to a change of mind, personal preference, or because you accidentally ordered the incorrect product, the customer is fully responsible for organizing and paying for the return shipping costs.
  • Defective, Damaged, or Incorrect Items: If an item arrives damaged, defective, incomplete, or if we shipped the incorrect product, Seoulia will cover 100% of the return costs. We will provide a prepaid return shipping label or issue a full/partial solution depending on the situation at no extra charge to the customer.

4. Damaged, Defective, or Incorrect Items Procedure

Please inspect your order immediately upon delivery. If you encounter any issues, you must report them to our support team within 7 days of delivery.

To file a claim for a damaged or incorrect item, please email support@shopseoulia.com and provide:

  1. Your Order Number and checkout email address.
  2. The product name(s) affected.
  3. High-resolution, clear photos or videos showing the issue, including the outer shipping box, courier label, and product defect.

Our customer service team will verify the claim and issue an appropriate solution, which may include a free replacement shipment, exchange, or complete refund.

5. Step-by-Step Return Process

  • Step 1: Contact Us First. Do NOT send any packages back to our registered company address or our South Korea fulfillment location without prior written authorization. Returns sent without prior approval will be automatically rejected and ineligible for a refund.
  • Step 2: Submit a Request. Email support@shopseoulia.com with your order details and reason for return.
  • Step 3: Receive Instructions. Once our team approves your return, we will issue detailed written instructions along with the designated authorized return shipping address (local return hubs will be assigned based on your country).
  • Step 4: Mail the Package. Package the unopened product securely and ship it via a trackable mailing service. We strongly recommend keeping your tracking receipt; Seoulia is not responsible for return packages that are lost, delayed, or damaged in transit.

6. Product Exchanges

We support product exchanges within 30 days of delivery, subject to item availability.

  • To qualify for an exchange, products must remain completely unopened, unused, and in pristine original packaging.
  • Customers are responsible for all two-way transit shipping fees associated with a change-of-mind exchange.
  • If there is a price differential between the original product and the new item requested, the customer must settle the additional cost before the exchange shipment is dispatched. If the new item costs less, we will refund the difference.
  • If the requested exchange product is out of stock, we will issue a store credit, alternative product swap, or a refund for the eligible item.

7. Order Cancellations & Unavailable Items

  • Order Cancellations: If you need to cancel an order, you must submit a cancellation request before the order enters the processing, packing, or shipping stages. Once an order is processed or handed over to our international logistics couriers, cancellation is no longer possible.
  • Unavailable Items: In the rare event that an item becomes out of stock or unavailable after order confirmation, our team will proactively notify you. We will either ship the rest of your available items and issue an immediate refund for the missing product, offer an alternative item, or process a complete order cancellation and full refund.

8. Inspection & Refund Timeline

  • Inspection: Upon arrival at our authorized return facility, all returned items will undergo a standard inspection to verify their unopened and original resale condition.
  • Approval & Processing: Once inspected and approved, your refund will be authorized immediately.
  • Refund Timeline: We process all approved refunds within 5 to 10 Business Days. The fund will be credited directly back to your original payment method (Visa, Mastercard, PayPal, etc.).
  • Bank Delays: Please note that financial institutions, credit card companies, and payment gateways may require an additional 3 to 7 business days to clear and post the transaction balance to your personal account statement.

9. Refused or Undeliverable Shipments

If an international delivery fails, is unclaimed, or is officially refused at customs by the buyer due to a refusal to pay local import taxes/duties, or because an invalid/incomplete English shipping address was provided at checkout, all original shipping outlays, return courier penalties, abandonment costs, or local customs storage fees incurred by Seoulia will be directly deducted from any eventual refund. Original shipping charges are strictly non-refundable in these scenarios.

10. Contact Information

For any inquiries regarding returns, exchanges, refunds, or cancellation requests, please contact our merchant headquarters:

  • Customer Support Email: support@shopseoulia.com
  • Corporate Inquiries Email: info@shopseoulia.com
  • Customer Support Hotline: +1 (302) 487-5840
  • Official Operational Hours: Monday to Friday, 10:00 AM – 6:00 PM EST (GMT-5)
  • Operating Entity: Seoulia is proudly operated by TIANMU LLC, a registered company in the United States.