FAQs

ORDERS & RETURNS

When can I expect my order to arrive?

Please note, in observance of Thanksgiving, our customer service and warehouse will be closed on November 28th, 2024. Due to the promotional period, orders may experience processing delays for returns up to 20 business days. We value your patience at this time and your business as always. Thank you for your understanding. 

Once your order is shipped, tracking information will be emailed to the email address you provided us at checkout.  Actual delivery date may vary depending on the shipping method selected at checkout, delays due to third party shipping carriers, or other conditions. For more information on an estimated delivery time based on your location, please click here.

NOTE:  Orders exceeding $650 will require a signature upon delivery.

How can I modify or cancel my order?

Once an order has been placed, it cannot be modified. However, our representative will be more than happy to assist you with the cancellation of most orders requested. For order cancellations, please contact us at sulwhasoo@apus.amorepacific.com.

Where can I check my order history?

You can check your order history by going to “My Account > Order History.”

How do I return my order?

We are happy to accept returns of most new, unopened products and gently used products purchased from our website at us.sulwhasoo.com (“Site”) within 45 days of delivery. For orders placed between November 1 and December 25, returns must be made before January 15 of the subsequent calendar year.

Please visit our Shipping & Returns page here to review our return policy and instructions on how to return your order.

How do I return my order with a pre-paid label?

Return labels will be provided for a $5 fee and can be generated at: https://returns.narvar.com/sulwhasoo/returns.  Just print your label, affix it on your return package, and drop it off at a UPS store at your convenience. The $5 fee will be deducted from your refund.

How do I return my order without a pre-paid label?

To return products without a prepaid return label, please contact Customer Service at sulwhasoo@apus.amorepacific.com with your order number and specify which product(s) from your order you would like to return.

You will receive a return confirmation email from Customer Service within 5 business days if your products are eligible for return.  Please print a copy of the return confirmation email, and include it in your return package along with the invoice associated with the product(s) being returned.

Finally, safely pack your item(s) and ship your return package to the following address:

AMOREPACIFIC US, Inc.
Sulwhasoo Online
3300 East Birch Street
Brea, CA 92821

Note: We cannot process returns without both the invoice and return confirmation email included in the return package. If you do not use a pre-paid label, we are not responsible for any theft or loss during transport.

REFUNDS

Where is my refund?

For returned products that comply with this Return Policy, refunds will be issued for the actual purchase price for the product(s) plus any tax paid, after deducting any discounts, rebates, credits or refunds already issued, and the pre-paid return label fee (as applicable). The original shipping and handling charges, if any, will not be refunded.  Any Sulwhasoo loyalty points earned and associated with the returned product(s) will be deducted from your Treasured Rewards account.

Once the returned products arrive at our distribution center, we will inspect the products and process the refund. Refunds are credited to the original form of payment used when the order was placed on us.sulwhasoo.com. Please note, in observance of Thanksgiving, our customer service and warehouse will be closed on November 28th, 2024. Due to the promotional period, orders may experience processing delays for returns up to 20 business days. We value your patience at this time and your business as always. Thank you for your understanding.

PAYMENTS/TAXES

What forms of payment do you accept?

We accept American Express, Visa, Mastercard, Discover, PayPal, Apple Pay and Afterpay.

Do you offer gift cards?

At the moment, Sulwhasoo does not offer gift cards.

How are my sales taxes calculated? 

Your tax rate is calculated by Avalara using your shipping address.  

SHIPPING

What shipping methods are available?

We offer complimentary ground shipping on all orders with a subtotal of $35 or more. Orders under $35 will be charged $4.95 for shipping. Expedited shipping is $17.95.

Do you deliver to PO Boxes?

Unfortunately, we do not ship to private mailboxes (PMB), PO Boxes, and APO/FPO addresses.

Whom do you ship with?

All orders are shipped and delivered through UPS.

When will my Sulwhasoo order ship, and how long will it take to be delivered?

Please allow 1-2 business days for order processing prior to shipment. Shipping times may vary based on the shipping method selected at checkout, third party carrier availability, or other conditions. Once your order is shipped, you will be provided a tracking number to the email address you provided us at checkout so you can monitor the status of your shipment.

Can I change the shipping address after I place my order?

Once your order has been placed, you cannot change the shipping address. Please contact customer service at sulwhasoo@apus.amorepacific.com if you have any problems or concerns.

Do you ship internationally?

us.sulwhasoo.com is a US-based website, and we do not offer international shipping.

My order shipped but I have not received it. What do I do?

If your order is marked as delivered but you still do not have your products, a few things may have occurred:

       - Your delivery person may have put your package somewhere discreet for security.

       - Your delivery person marked your package as delivered 1-2 business days in advance, and the package may still be on its way– we recommend waiting 48 hours from receiving a delivery confirmation before submitting a claim.

       - A neighbor, roommate, or doorman may have accepted the package for you.

If none of the above apply and you cannot find the package, please double-check your shipping address on your order confirmation to ensure that the order was shipped to the correct address.

If the package is marked as delivered and has not shown up after 3-4 business days, please reach out to UPS with the tracking number  https://www.ups.com/us/en/support/file-a-claim.page or via phone number (1-888-742-5877). Let them know you did not receive your package and follow up with their recipient claim process. Once this is complete, please let us know by reaching out to sulwhasoo@apus.amorepacific.com.

For any additional questions, please reach out to our customer service team at sulwhasoo@apus.amorepacific.com.

The item(s) I received was damaged. What should I do?

We are sorry you received a damaged product. Please email customer service at sulwhasoo@apus.amorepacific.com, as soon as possible. Please include “damaged product” in the subject line and in the body of the email include the following details: your name, order number, name of product that arrived damaged, a description of the damage and photos.

One or more items are missing from my order.

We are sorry we left out a product from your order.

Please email customer service at sulwhasoo@apus.amorepacific.com, as soon as possible. Please include “missing product” in the subject line and in the body of the email include the following details: your name, order number, and the product(s) missing from your order

PRODUCTS & INGREDIENTS

Can Sulwhasoo products be used for sensitive skin?

If you have known sensitivity to certain ingredients, please carefully review the ingredient list before purchasing the product. We also recommend you speak with your healthcare provider before purchasing. 

Before using any products for the first time, we always recommend that you perform a patch test on your forearm in case of any skin sensitivities.

Are Sulwhasoo products safe for those pregnant or breastfeeding?

We recommend you consult your physician before making any changes to your daily routine.

Can I use Sulwhasoo products if I have a skin condition; i.e. rosacea, cystic acne, dermatitis, etc.?

We recommend you consult your primary care physician or dermatologist in regards to your particular skin condition before making any changes to your daily routine.

Are your products cruelty-free?

SULWHASOO products that are sold in North America do NOT undergo animal testing. However, some markets where we sell our products require animal testing by local law. SULWHASOO is committed to providing products that are free of animal testing and will further enhance our efforts to help develop alternative testing methods to put an end to unnecessary animal testing for cosmetics worldwide.

Are your products oil-free?

We incorporate a variety of different kinds of naturally derived oils and other oil-based ingredients for their nourishing benefits in many of our products. Please reach out to us if you have specific concerns or questions about the oil content of a product, and we will be happy to assist you with further details on the particular product.

Are your products fragrance-free?

Some of our products are formulated without fragrance, and others are infused with botanical and herbal ingredients that contain naturally derived fragrance. We also may add fragrance during manufacturing processes for some products to capture the essence of the harmony and balance of the formula. Our goal is to provide skincare with the best benefits while delivering a luxurious sensorial experience that help pamper the senses and create a relaxing ritual bringing harmony and balance.

Are your products non-comedogenic?

We put our products through a variety of vigorous tests ranging from dermatologist to non-comedogenic tests. However, the types of tests each products goes through vary depending on the benefits and goals of each formulation. Please reach out to us on the particular product you are interested in, and we will be happy to assist you with further details.

How do I report a counterfeit or knockoff product?

If you've discovered what appears to be a counterfeit or knockoff Sulwhasoo product online or offline, you can let us know by using this form and spreading the word at http://amorepacificcounterfeitreport.com. Your report helps us protect loyal customers and fans like you, as well as our intellectual property like trademarks, product names, and advertising materials. Your effort will go a long way in helping us keep our customers safe, so thank you from all of us at Sulwhasoo!

ACCOUNT MANAGEMENT

I would like to receive newsletters and special promotions.

At the bottom of any sulwhasoo.com page, you can enter your email in the ‘Join Our Community’ box, then hit the    button and you are all set!

I forgot my password. How do I sign in?

On the sign-in screen, click 'Forgot your password?’ Once you receive the validation e-mail, you can reset your password.

LOYALTY PROGRAM

What is Treasured Rewards?

Treasured Rewards is our loyalty program, designed to reward you with exclusive discounts as you earn points! As a Treasured Rewards member, you will be eligible to earn points whenever you make a purchase, refer a friend, write a product review, or share your love for Sulwhasoo on social media. Learn more about it on our Treasured Rewards page https://us.sulwhasoo.com/pages/rewards.

What are the benefits of joining “Treasured Rewards,” Sulwhasoo’s loyalty program?

“Treasured Rewards” members are eligible for various benefits including, exclusive discounts as you earn points, early access to promotions and product launches, and more! Please scroll down to “Loyalty Program” or visit our “Treasured Rewards” page here for the full list of benefits.

AUTO-REPLENISHMENT

How do I enroll in auto-replenishment?

Only items where the Subscription option is available will qualify for subscription benefits. Your credit/debit card details will be saved for future processing. Your enrollment in the subscription option will automatically renew at the applicable purchase price+ tax every 30, 60, 90, or 120 days and will continue until and unless you cancel. Cancel at any time prior to the next renewal date. By placing your initial subscription order, you are authorizing Sulwhasoo to charge your chosen payment method for future orders at the frequency you have selected. For other inquiries, please refer to our Subscriptions page https://us.sulwhasoo.com/pages/subscription.

AFTERPAY

Please refer to our Afterpay page https://us.sulwhasoo.com/pages/afterpay for information.