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Our Customer Service Team is available to take your calls daily during the following business hours:


Monday thru Friday: 9:00am-6:00pm & 10:00pm-7:00am (GMT+9H)

Lunch: 1:00pm-2pm (GMT+9H)

Closed on Sat, Sun, Holidays


* Click here to use the time zone converter.


 Toll Free:

 1-877-708-3574

FAQ

Payment

Order

Product

Shipping

Exchange/Cancel/Return

Missing / Damaged or Defective Item

Reward Point / Coupon / Membership



| Payment



What forms of payment do you accept? 

We accept the following forms of payments:

● Credit Card

    > Visa

    > MasterCard

    > American Express

    > JCB

    > Discover

● PayPal


What can I do if the payment does not process successfully?

In case you are using PayPal, E-checks are not accepted.

You may also check your account status and review buyer information you have entered before making the payment.

When using credit card, you need to check following or contact the card issuing bank for more details.

① Credit card should be approved for online use

② Some credit cards can only be used within the country issued

③ In case of exceeding monthly limit, payment is not accepted

④ If the card holder has records of chargeback cases, transaction may be blocked

⑤ Card holder's information must match with the buyer information


How do I know if my payment went through successfully?

Once payment is made, transaction details are sent through e-mail from both our store system and Payment Gateway (EXIMBAY or PAYPAL). Our email includes the list of items you have purchased.



| Order



Do you also have mobile exclusive page for the store?

We offer the mobile exclusive page. Click here if you want to switch the page into mobile version.


Do I need to register before placing an order?

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases. Click here to register.


What is the status of my order?

Once an order is placed, you will receive an order number and a confirmation email with your order summary. Click here to check the status of your order. If you are a registered user, simply log in to your account then go to ORDER LIST of MY ACCOUNT. Non-member users can enter their order number in the designated fields.


How do I reset my password?

If you can't remember your password, please enter your email address and ID to reset your password. Click here to reset your password.



| Product



Where can I find the related items from the selected item page?

We provide the related items of your selected item at the bottom of the page. You may use the related items as reference of your style guide. Please contact our Customer Center if you cannot find the related items that you are interested in.


How can I convert my size into Korean size?

Click here to see the standard size guide (measurement guide).

However, since body/foot shapes are all different, we cannot suggest you the exact size you have to wear. Please see detailed measurements at the bottom of the product details page as well.

In case of exchange due to ill-fitting (shoes), round-trip shipping cost will be borne by the customer.



| Shipping



How long will it take for my international order to be received?

It usually takes 7-10 working days for you to receive the order from the date you purchased. Once the order is dispatched, it takes about 4 days to arrive at your doorsteps. Tracking number is issued once the order leaves the warehouse. Arrival date may be different depends on the Customs of designated country, so please keep track your order using the provided tracking number.


* Season items (Summer/Winter) may take 3-5 additional days.

* store-made items may take 3-5 additional days

* Customized or handmade item may take 7 additional days (shoes, leather bags, customized clothing and etc.)


Do you ship internationally?

Yes, we ship to international countries. Click here if you want to check the list of the countries where we ship.

Since Standard EMS service is not offered to some countries, they need to be shipped via EMS PREMIUM. Therefore, additional shipping cost will be charged for such orders.


Should I expect to pay duties and taxes for my order?

International orders will be delivered by your local postal service. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order. Payment of any duties and taxes are the responsibility of the recipient and these fees are collected at the time of delivery. More information can be checked by contacting your local Customs office.


*In case of return due to unpaid duties and taxes, we will refund the amount as deducting the original shipping fee of your order.


How do I track my order?

To track your order, please click here then enter your tracking number. You will then be able to view all of your shipping status. For tacking order, you might wait for up to 24 hours for processing. If still cannot track it, please contact our Customer Service. 


Why is it still undelivered to me even my order status states that it is delivered completely?

Tracking number is provided once the order is shipped. Please simply log-in to your account and go to MY ACCOUNT then see ORDER LIST. However, a week after it ships out, order status is automatically updated into "Delivered" by our system.

If you failed to receive your package within 4days from the "Delivered" status, or it says it was received by unknown recipient, please contact our Customer Center as well as the local postal office.

Why is my order is being returned to Korea?

In case of absence of addressee or uncleared customs, packages are sent back to the sender as failed delivery.

If you wish to have them back, you will be charged with shipping cost based on the weight of the parcel. In case of refund, original shipping cost will be deducted from the refund amount.

We do not take responsibility for wrongly typed address, so please double check before you make your payment.



| Exchange/Cancel/Return



Can I modify my order before delivery?

Modification of the order can be only processed if your order is in [Preparing Item] status.

Please click here to contact our Customer Center with below information for further confirmation:

- URL of the item

- Item Name (Code) / Option Detail

- Order Number

- Detail Request

 

*If total amount is decreased due to cancellation and your order is no longer a target of free-shipping, then there may be a deduction of shipping cost according to shipping policy.


Do you process exchanges?

Yes, you may contact our Customer Center within 7 days of receipt and we can assist you through exchange process.

In case of exchange due to change of mind, round-trip shipping cost will be responsible of the customer.

Also, once item arrives at our warehouse, returned items' condition will be examined first. In case item shows signs of use (stains, scent or any form of contamination), item will not be accepted for an exchange.


*To ensure availability of your replacement item, you may contact our Customer Center to check the item you would like in exchange.


Can I return my order?

Yes, please contact our Customer Center within 7 days of receipt and we can assist you through return process.

You can return or exchange any unworn, unwashed or defective products via EMS only. Once returned items arrive at our warehouse, their condition will be examined. In case item shows signs of use (stains, scent or any form of contamination), item will not be accepted for return.

*Please note that below items cannot be proceeded for returning.

- if tags/labels of the items are damaged

- if item shows signs of use (stain/scent/any form of contamination)

- inner wear/swim suit

- Accessories

- Cosmetics

- Customized/Handmade items


How much will I be in responsible for free shipping order once I return?

In case your total amount decreases as returning due to change of mind, shipping cost will be deducted according to our shipping rate policy and you will be also in responsible of returning shipping fee as well.



| Missing / Damaged or Defective Item



What if I received the wrongly shipped item from my original order?

If you receive a wrong item, please contact our Customer Center within 7 days of receipt.

We will assist you to get exchange with your original item and related extra cost (returning + reshipping fee) will be in responsible by us. However, we only accept exchange of wrong shipped item with original item. No option or item exchange can be allowed.

*Even for wrong shipped items, they'll not be accepted if item shows signs of use.

Your order will be handled under following procedure:

①You will be asked to send photos of the wrongly shipped item through our Customer Center.

②Return the item and send us the photo of return shipment receipt.

③Return cost will be refunded in reward point or the payment method you used for the order as return item arrives.

④Reship the original item and new tracking number will be sent to you through email.


What if my received item is damaged or defective?

If you receive a damaged or defective item, please contact our Customer Center within 7 days of receipt.

We will assist you to get exchange with new item and related extra cost (returning + reshipping fee) will be in responsible by us.

However, if you request to get a different option (size or color) other than what you first ordered, then, it will be considered as exchange due to change of mind so shipping cost will be in responsible by you instead.

Your order will be handled under following procedure:

①You will be asked to send photos of the damaged or defective item through e-mail.

②Return the damaged or defective item then send us the photo of return shipment receipt.

③Return cost will be refunded in reward point or the payment method you used for the order as return item arrives.

④Reship the new item and new tracking number will be sent to you through email.


What if part of my order is missing?

First of all, please check your order status on MY ACCOUNT, because this may be a case of part shipment.

We are recording the wrapping step with HD CCTV and double checking before shipment to prevent the omission, we can check if your item is omitted from the initial shipping or not.

If all items are confirmed to be shipped but you still have a missing item, please contact our Customer Center with this information.

We can check the orders only if it is reported within 7 days of receipt.

Your order will be handled under following procedure:

①You will be asked to send photos of the received items, invoice, and the package through e-mail.

②We will check on our shipping system if the item is omitted from the original shipment.

③We will send you an e-mail with final confirmation.

④When confirmed as missing item, we will ship the omitted item in separate package.

   However, if omitted item checks as sold out, then it will be refunded immediately.



| Reward Point / Coupon / Membership



What is reward points?

Reward points can be used as cash when you are shopping with us online.

*Only members can use the reward point.


How can I check and use my reward point or coupon?

If you are a member, you can check MY ACCOUNT to see accumulated amount of reward points or coupon you have.

When you join a member, new member coupon will be given to your account.

The pending reward point due to purchase will be available for use 7 days after the delivery is complete. Once reward point becomes available for use, you will see a little box on the check-out page to enter amount to use.

*When payment is made in reward point, any form of cash refund will not be available, which means reward point is only refundable in reward point. Accumulated reward point cannot be returned to the customer in cash in any cases.


Payment

We accept the following forms of payments:


•Credit Card

  •Visa

  •MasterCard

  •American Express

  •Discover

  •UnionPay

  •JCB

•PayPal

Shipping
  • Shipping Method : Parcel Service
  • Shipping Area : A Region.
  • Shipping Rate : Overseas Shipping: Shipment fee will be charged differently depending on the ordered items’ weight.
  • Delivery Time : 7 - 10 days
  • Shipping Rates & Delivery


    Below are the delivery methods available with estimated arrival time:


    * For Australia, Austria, Canada, Netherlands, New Zealand, Philippines, U.S.A and United Kingdom:


    Service

    Order Amount

    Cost

    Delivery Time

    EMS
    (Express Mail Service)

    $0-$100

    $20

    7-10 business days
    (for in-stock items)

    $100-$200

    $10

    $200 +

    FREE


    * For other countries:


    Service

    Cost

    Delivery Time

    EMS
    (Express Mail Service)

    EMS rates will be automatically calculated when you place your order.

    7-10 business days
    (for in-stock items)



    Shipping will take 7-10 business days for in-stock items. Shipping may take longer for some items.


    *Please note that these are estimated delivery times only, therefore we are not guaranteeing delivery dates.




    Countries We Ship To


    •Australia

    •Austria

    •Bahrain

    •Belgium

    •Cambodia

    •Canada

    •China

    •Czech Rep.

    •Denmark

    •Finland

    •France

    •Germany

    •Greece

    •HongKong

    •Hungary

    •Indonesia

    •Iran

    •Ireland

    •Japan

    •Macao

    •Malaysia

    •Mongolia

    •Netherlands

    •New Zealand

    •Philippines

    •Poland

    •Portugal

    •Russian Federation

    •Spain

    •Sweden

    •Switzerland

    •Taiwan

    •Thailand

    •Turkey

    •U.S.A

    •Ukraine

    •United Arab Emirates

    •United Kingdom


    Track Orders


    EMS tracking information may take 2-3 days to be available.

    Worldwide Tracking: http://www.track-trace.com/post

    USA Tracking: https://tools.usps.com

    Canada Tracking: http://www.canadapost.ca

    Australia Tracking: http://auspost.com.au/track


    Customs and Duties 


    The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them. In the case that the recipient refuses to receive the parcel, the order will be returned to Korea and will not be re-shipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund.

Returns & Exchanges

Return Policy


● To qualify for a return, the return request should be made within 7 days of receiving the item, otherwise it is not acceptable.

● Merchandise must be unworn and unwashed.

● Items returned must be in their original condition, which includes tags and any packaging.


How to Return


You must inform us beforehand about the return/exchange via E-mail

State clearly what you are returning and the reasons why you are returning these items.


Mail your return to:

Bagazimuri

2F, Soul Yeongdong Post Office, 208-5 Nonhyundong, Gangsam-gu, Seoul, Korea,135-012


Damage, Defective Item(s)


If you receive a damaged or defective item, please contact our Customer Center within 7 days of receipt.

Unfortunately, we can only assist you to get refund for your original ordered item as you return the wrong shipped item. In this case, returning shipping fee will be in responsible by us.


Your order will be handled under following procedure:

①You will be asked to send photos of the damaged or defective item through e-mail.

②Return the damaged or defective item then send us the photo of return shipment receipt.

③Return cost will be refunded in reward point or the payment method you used for the order as return item arrives.


Exchanges

we do not accept exchanges after the delivery. 

To exchange item before delivery, please contact CS center via email.

Refunds

It takes 3-5 business days to issue a refund for a returned or cancelled order.

Please be advised that your refund may not be processed until the next billing month depending on your credit card issuer's billing schedule.

Reward Points

Your reward points for purchased order will be issued once order is delivered completely.


Pending period for reward points:


Your reward points issued from orders will be added to your account and stay as Pending for 20 days from delivery before validation to compensate time for exchange or returns.


Meanwhile, you are free to spend your available reward points balance. 


Reward points are provided in U.S. Dollars.

Please treat reward points like cash.


Requirements:


If you pay for your order with reward points, you are required to spend a minimum reward points of $2.


Cancellation of reward points:


Pending reward points issued from orders will be automatically cancelled on cancellation or return of the relevant order. Your reward points will be cancelled if you close your account.


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