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FAQ

Frequently Asked Questions and Answers

  • question [MEMBERSHIP] What is the benefit of SERUMKIND Membership Program?

    We offer coupons, discounts, and mileage benefit according to the membership grade.



    [MEMBER BENEFIT]


    1. NEW (Newly joined members)

     - USD 3 Bonus Coupon (Valid only 1 month since join in)


    2.Birthday Coupon

     - 10% discount coupon will be issued on birthday date

       (Valid only 1 month after issue)


    3.Review

     - Content review: USD 0.5

     - Picture review: USD 1



    [MEMBERSHIP]

    Friendly one : New join ~ USD250 of purchase

    3% Mileage Benefit


    Dear one : USD250~USD1,000 of purchase

     - 3% Mileage Benefit

     - USD3 Bonus coupon


    Complete one : Over USD1,000 of purchase

     - 3% Mileage Benefit

     - USD5 Bonus coupon

  • question [MEMBERSHIP] Can I make purchase as a guest?

    Yes, you CAN make purchase without signing in.

    Choose "Continue as a guest" after you click the "Buy" button for our products.

    But you cannot have the benefits for membership.

  • question [MEMBERSHIP] I forgot my password

    Please use the "Forgot Password" menu, or contact us through our Q&A board.

  • question [EXCHANGE/RETURN] I want to know the exchange(or return) policy

    If the exchange or refund is due to [change of mind], round-trip shipping cost should be paid by a customer.


    *** Criteria on items that are not able to be exchanged or returned

    1) Used or opened items

    2) Broken or altered items, caused by customers

    3) Any items reported after 7 days from the date of receiving

    4) Items that does not have a record of purchase on our official webstie

    5) **For any allergic reactions to our cosmetic products, you can get a refund if you submit related medical documents which can prove your status. Still, SERUMKIND is not required to reimburse the fee for the related medical treatment

  • question [EXCHANGE/RETURN] Missing items

    - If any of your item(s) is missing in your parcel, please contact us through our Q&A board within 3 days from you receive the box. When contacting us, please send us the pictures described below.
    : Picture of the box, Picture of all items you received, Order list, pictures of each barcode of the item

    - If confirmed of missing, we will send you the product right away and All the costs related to re-sending will be borne by SERUMKIND, however, some products may go out-of-stock.

  • question [EXCHANGE/RETURN] I want to request exchange/return/refund for my order

    Please contact us through our Q&A board and leave the information below.


    1. order number

    2. your name

    3. phone number

    4. product purchased

    5. reason for requesting exchange/return


    We will help you with your request ASAP

  • question [EXCHANGE/RETURN] How do I cancel my order?

    Once the shipping is started, you are not able to cancel the order, and you have to return the products to us to get a refund.

    Please contact us through our Q&A board, we will help you with the process.

  • question [SHIPPING] I want to change the address for shipping

    Please contact us through Q&A board.

    We will help you about the changes if it is before the shipping starts.

  • question [SHIPPING] I want a bundle delivery for more than one separate orders

    Please contact us through Q&A board.

    We will help you about the bundle(or combined) delivery if it is before the shipping starts.

  • question [SHIPPING] How long does the delivery take?

    All orders are dispatched on business days of Republic of Korea.

    Please be noted that order placed right before day-offs and holidays in Korea may be delayed.


    We are hard to guarantee the exact arrival date of your order due to international shipping.

    Please check the status of your parcel with EMS tracking number given for your order.

    Please contact our CS team if you still have not received your parcel after 2 weeks from the date tracking number is given.


     *NOTE: International shipments may be subject to import taxes, duties, and customs fees, which are levied once the package reaches the country of destination.

    All related fees are the responsibility of the recipient. You may also be required to pay a brokerage (handling) fee for the shipment.

    These charges are separate from your shipping charge and you will be billed directly for them.

  • question [SHIPPING] How much does the shipping cost?

    Shipping rates

    - FREE: USD 200 or more

    - USD 10: USD 100 ~ USD 199 of purchase

    - USD 20: USD 0 ~ USD 99 of purchase


    ※ This is based on the total amount of your purchase.

    1. 1

    WORLD SHIPPING

    PLEASE SELECT THE DESTINATION COUNTRY AND LANGUAGE :

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