How to cancel orders, return or exchange items, cancel travel products and get refunds. This Policy details Sections 16–17 of our Terms and does not limit your statutory consumer rights. The Korean version is the governing text.
Effective September 17, 2026
1. Cancelling an Order
| Order status | How to cancel | Refund |
|---|---|---|
| Paid, not yet being prepared | My Page › Order details › Cancel payment (processed immediately) | Payment cancelled immediately |
| Being prepared | Ask customer service or send a 1:1 inquiry | If not yet dispatched, refunded within 3 business days of cancellation |
| Dispatched | Request a return after you receive the item | Follow the return process below |
2. When You Can Return or Exchange
- Change of mind: within 7 days of receiving the item.
- Defective, damaged, wrong item, or not as described: within 3 months of receipt, and within 30 days of when you knew or could have known.
- You can still apply after Purchase Confirmation if you are within these periods.
3. How to Apply
- In My Page › Order details, choose "Exchange/Refund request" for the item and give the reason. For defects, damage or wrong items, send photos of the item and packaging via 1:1 inquiry so we can confirm quickly.
- After reviewing your request we will email you the return address and method. For returns from abroad we will advise the shipping options available in your country.
- Send the item to the address provided and tell us the tracking number. Items sent cash-on-delivery or to another address without our instructions may take longer to process.
- Once the item arrives and we check it, we send the replacement or issue the refund.
4. When Returns Are Restricted
Returns for a change of mind are not accepted in the cases below. Defective or wrongly shipped items can always be returned.
| Category | Restricted when |
|---|---|
| All products | Damaged or lost through your fault (opening packaging to check contents is fine); components or free gifts missing |
| Cosmetics | Opened and used, reducing their value |
| Food (tea, snacks, processed food) | Opened or partly consumed |
| Fresh food (fruit, meat, rice cakes, etc.) | Not returnable for a change of mind because they cannot be resold over time. Spoiled or damaged items are replaced or refunded if reported with photos |
| Clothing and accessories (pyjamas, raincoats, umbrellas, etc.) | Worn, washed or with tags removed |
| Travel products | Vouchers already used (see Section 5) |
We state these restrictions on the product page in advance. If we have not, the restriction does not apply.
5. Travel Product Cancellations
| Situation | Refund |
|---|---|
| Open-date pass, unused, within 7 days of receiving the voucher | Full refund |
| Open-date pass, unused, after 7 days but within the voucher validity | According to the cancellation terms on the product page (full refund if none are stated) |
| Fixed-date product | Full refund before the cancellation deadline on the product page (if none is stated, until the day before the date of use) |
| Cannot be used for supplier reasons (e.g. ferry cancelled due to weather, venue closed) | Full refund regardless of timing |
| Voucher already used or expired | Not refundable (unless you could not use it for supplier reasons) |
6. Who Pays Return Costs
| Reason | Return/exchange shipping |
|---|---|
| Change of mind, wrong size or colour chosen | You pay (both ways, including international return shipping). If your order had free shipping, the original shipping fee may be deducted. |
| Defective, damaged, wrong item, not as described | We pay |
| Import duties and VAT | For change-of-mind returns, duties already paid may not be recoverable (depends on the destination country). For returns due to our error, we reimburse them on proof of payment. |
7. Refund Timing and Method
- We process refunds within 3 business days of receiving the returned item (or accepting a travel cancellation).
- Card payments are refunded by cancelling the card charge; PayPal payments are refunded to your PayPal account. It may take a few more days to appear, depending on your card issuer or PayPal.
- We charge in USD, so the amount in your local currency may differ between payment and refund because of exchange rates set by your card issuer or PayPal.
- Points you used are restored and coupons you used are restored if still valid. Points earned from the order are withdrawn.
- If returning some items brings the remaining order below a coupon's minimum amount or the free-shipping threshold, we recalculate the discount or shipping fee and reflect it in the refund.
8. Partner Seller Products
This Policy applies as a minimum standard to products sold by Partner Sellers. Where a Partner Seller shows more favourable terms on the product page, those terms apply. Our customer service handles exchange and return requests and refunds for these products as well.
9. Contact
NKW Co., Ltd. Customer Support · Email [email protected] · Weekdays 10:00–18:00 KST (closed weekends and Korean public holidays)