Please take into consideration that we only accept qualifying returns but not exchanges. Refunds are issued once the returned products clear our inspection.
1) An item is eligible for cancellation if:
-you posted a Return request within 24 hours of payment and your order is still under “Pending” status (if your order is under “Preparing Shipment” status, please contact our customer service center) or
-the order is delayed for more than 10 days since payment and you have not received any notification regarding the delay; or
-the ordered item is out of stock.
2) We accept return(s) if:
-you receive a product different from your order; or
-you receive a defective product.
(1) Post a return request on our Return forum within 7 days of receipt. You are required to attach the photos of the received product(s) and include the item code, the order number, and the reason for the return.
(2) Items returned must be in their original condition, which includes tags and any packaging. Also, you need to include a note of your order number, name, and user ID.
*Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.
*Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.
*Please include all contents of the original package and free gifts (if applicable) in your return packaging.
* Shipping fee for any return caused by our fault will be paid by the company. However, if EMS’ cash on delivery is not possible then you can scan the return receipt and either mail it with the item to return or post an image of it on the forum. The shipping fee will be refunded once the returned item has arrived. We do not accept return(s) if:
Exchange and Return Notice
- In the case of product defects, damage, or incorrect delivery, please contact us through the Q&A bulletin board within 7 days of receiving the product.
- Free exchange is not possible after 7 days.
- Products returned without prior consent cannot be processed.
If exchange or return is not possible
- Exchanges or refunds for manufactured products due to a simple change of mind are not possible.
- A/S and refunds are not available for phenomena that may occur in the process of the product.
- asymmetry or step difference in the head lid
- Putting line for ears, parts, etc.
- Removal of gate spot or putting line, esthetic marks or slight scratches
- Additional esthetic marks to remove residual release agent
- Esthetic marks, scratches, dots, and air bubbles on the part covered by the wig
- Minor scratches on the outside of the face and parts, small bubbles and dots, urethane stains, etc.
- Characteristics of silicone mold: inner mouth curve, eye glare, and magnet glare
- Small bubbles from the process of transparent parts
- Head plate and magnet detachment during shipping
- If the product is lost or damaged due to the customer's responsibility.
However, except for cases where the packaging has been damaged to check the contents of the product.
- In case the product value is lost due to opening the packaging or damage to the packaging
- If the exchange/return period has elapsed, or if the intention to exchange or return is not notified
- In case the value of the product has significantly decreased due to the customer's use or partial consumption
- In case the value of the product has significantly decreased to such an extent that resale is difficult due to the passage of time
- In case the packaging of products that can be reproduced is damaged
(For more information, please use the Customer Satisfaction Center 1:1 Q&A consultation.)
※ If you change your mind and want to exchange or return the product, the cost of returning the product must be borne by the customer.
(including color exchange, size exchange, etc.) If there is a missing item from your order:
*Contact our customer service center by phone or by forum (if you cannot reach us by phone) within 1 day of delivery.
*Please keep all contents of the original package including packaging material (boxes, plastic bags etc.) with you until you are instructed otherwise.
Please note that we may not be able to process the refund for your missing item if you lose or damage any packaging material.