Shipping & Return Policy

Please note, in observance of Thanksgiving, our customer service and warehouse will be closed on November 28th, 2024. Any orders placed that day will be processed on the following business day. Due to the promotional period, orders may experience processing delays of up to 10 business days. For expedited shipping methods, orders will take up to 4 business days to process and expedited shipping will be applied to air time. We sincerely apologize for any inconvenience this may cause.

All of us at Sulwhasoo are committed to bringing you the most innovative products of the highest quality. We know that what matters to you is great products combined with truly attentive service.

If you have any concerns about a Sulwhasoo product, a missing or damaged order, or your experience, we welcome you to contact us.

We’re in the office Monday - Friday 9:00 AM - 5:00 PM EST. You can send us an email any time or reach out through the “Contact Us" page. To expedite your request, please share your order confirmation number, if available. We do get busy from time to time, but we always strive to get back to you within 2 business days!

WHEN TO EXPECT YOUR ORDER

Please allow 1-2 business days for processing of your online order. If your order is placed after 10 AM EST, it will be shipped to you the following business day. Once your order is shipped, tracking information will be emailed to the email address you provided us at checkout.

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

 

UPS Ground Shipping Estimated Transit Time

All our packages ship from our warehouse located in Southern California. Please note, transit days are based on the ship date and delivery zip code. 

OUR RETURN POLICY

Return-Eligible Products

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.

• New, unopened products must be returned in the condition you received it and with the original box and/or packaging, along with your order information.

• Gently used and undamaged products must be at least half full when returned, and with the original box and/or packaging, along with your order information.* If the product(s) you wish you to return is/are part of a set, then all components of the set must be returned with the product(s).

If your Sulwhasoo product is defective or was damaged during shipment, please accept our apologies and contact Customer Service immediately for a resolution.

Exceptions | Non-Returnable Products

Products designated as “final sale” or “as-is” are not returnable, including subscription-based products (such as auto-replenishment orders), unless they are damaged or defective upon arrival.   

Note: We reserve the right to limit or refuse a refund request if, after inspection, the returned products do not comply with this Return Policy or we find evidence of fraud, return abuse, or other manipulative behavior that may compromise our Return Policy or Terms of Use.

Freight Forwarders

If a freight forwarding service is used to ship items internationally, we are not responsible for damage, defect, material difference, or loss that occurs to products after they have been delivered to the freight forwarding address in the U.S. We will not provide an exchange, replacement or a refund for any shipment taken outside of the U.S. by using a freight forwarding service.

Returns Shipping

Please take the time to carefully package your returns along with the original packaging and receipt/invoice.  You are responsible for all shipping and handling charges for returned products, and to ensure that the returned products are in good condition.

We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective product) so please reach out to Customer Service.

There are two options for you to ship your returns:

With a prepaid return label (preferred option):

Return labels will be provided for $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 price for the label will be deducted from the refund issued for the return of your new or used products.

Without a prepaid return 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) 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.

We do not take title to returned products until the item arrives at our distribution center, so we recommend that you insure your shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection.

Note: We will dispose of any incorrect/mistaken returns, or returned products that do not comply with this Return Policy (e.g., products that are less than half full or missing any set components).  No compensation will be provided for any disposed products.

Refunds

For returned products that comply with this Return Policy, we will refund the actual purchase price for the product(s) plus any tax paid, after deducting any discounts, rebates, credits or refunds already issued and the prepaid 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 within 15 business days.  Refunds are credited to the original form of payment used when the order was placed on us.sulwhasoo.com. 

 

Again, we welcome you to contact us at any time at sulwhasoo@apus.amorepacific.com

Thank you,

Your friends at Sulwhasoo