Frequently Asked Questions

▶ Click here to make an account.

Or click [SIGN IN] on the right dropdown above.
You can see a button [CREATE AN ACCOUNT].

▶ Click here to find your Password.

Removal requests can be made in your account's [PRIVACY SETTINGS] page. ▶ Click here to go.

Or you can just contact our CS center for help.
Once you send a request to remove your account, our staffs will check and proceed the removal within 2~3 business days.

To change your password, sign in and click on [MY ACCOUNT].
My Account is located at the top of ETUDE web page.
You can change your Password on [ACCOUNT INFORMATION].
If you want to change ID, please contact us.
▶ Click here to contact supporter team.

To change your account information, sign in and click on 'My Account'.
My Account is located at the top of ETUDE web page.
You can change your address on 'Address Book'.
For DHL shipment, please put physical address not PO Box address.

In case you fail to log in the website for several times, the account will be automatically locked for our security.
Then, you may contact our CS team to unlock the account.
If you post any SPAM reviews with promotional purposes, the site can forcibly suspend your account according to our matter of policy.

There are some destinations we are restricted to offer shipping service.
- All European locations applied under the GDPR policy.
- GCC locations (UAE/Qatar/Bahrain/Oman/Kuwait/Saudi Arabia) (due to local establishment)
- Hong Kong SAR China/Thailand/Singapore/Malaysia/Philippines/Indonesia/Macau SAR China/Taiwan Region (due to local establishment)

Free gifts will not appear in your shopping cart when making an order.
They are automatically included in the parcels by shipping facility.

There are some extra shipping fee for promotional items with all different shipping price depending on each weight.

We cannot change anything in order that you already paid.
You can click "HOLD" button in your account if your order is still in "Placed" status and please send us an email to cancel the order.
※ In case the order status have already become "In Progress” or “Shipped”, cancellation is not available.

Discount codes can be applied in Checkout page.

Offline stores are not interlocked with our website.
Therefore, All the membership benefits, events and coupons are effective only on the website.

1. Please check if you were logged into the account while entering the coupon code.
2. Please check if you have any (un)successful order with the coupon code.

There are some destinations we are restricted to offer shipping service.
- All European locations applied under the GDPR policy.
- GCC locations (UAE/Qatar/Bahrain/Oman/Kuwait/Saudi Arabia) (due to local establishment)
- Hong Kong SAR China/Thailand/Singapore/Malaysia/Philippines/Indonesia/Macau SAR China/Taiwan Region (due to local establishment)

The 'Shopping Cart' let you keep your interesting wish items and purchase multiple products at once.
Click on 'Shopping Cart' at the top of the page.
▶ Click here to go to the Shopping Cart.

Go to your Shopping Cart page and click on the 'Move' button of 'Move to Wishlist'.
▶ Click here to go to the Shopping Cart.

Items are automatically calculated based on pre-input weight data and your destinations when placing an order.
For Shipping fee table, Click here.

Coupons cannot be re-applied even though orders are not successful.
If your coupon becomes invalid after your failure in order, please send us an email to Customer Service notifying the failed order number.

Paypal : payment through Paypal account, registrating your bank account or credit card information.
Paygate : all kinds of international usage credit cards including Visa, Master, JCB and others. Debit cards cannot be used.

Check your items bought on "My Account > My Orders"
▶ Click here to go to the My Orders.

Custom investigation will be necessarily but not randomly take responsibilities in shipping service change.
Your item is subjected to the customs fees and import duties of the destination to which you have shipped.
These charges are always the customer''s responsibility.

Payment Review status means that Paypal is reviewing your payment.
After the review ends, the payment will be processed or refused.
Accordingly, your order will be either shipped or canceled.

- DHL: United States / Canada / Oceania / Middle East / Africa
- Korea Post: Asia / Central and South America
- ePantos: Vietnam
For Shipping fee table, Click here.

Departure → Accepted by shipping company → Dispatch from Korea → Arrival in your destination → Custom Clearance → Local Shipping → Delivered

Usually Standard shipping mostly takes 15 or 30 business days.
Premium shipping(EMS) takes 3~7 business days. (Max 2 weeks).
DHL shipping mostly takes 1~4 business days.
※ Estimate shipping dates are variable, according to the custom clearance procedure and post office delivery situation.

For registered customers
Go to My Account & My Orders.
You can click the order you made.
▶ Click here to track.

For guest customers
▶ Click here to track. If the Order Status is “Shipped”, you will be able to see the updated tracking information.

We cannot change the shipping information once the order is made.
The only method you can take is to cancel the order and reorder with correct address.
You can click "Hold" button in your account if the order is still in "Placed" status and please send us an email to cancel the order.
※ In case the order status have already become "In Progress” or “Shipped”, cancellation is not available.

For your first shipping information, it takes several days to be updated.
However, the information can not be updated during the parcel transport for a while.
Therefore, please try again later.

Returned Parcels mostly needs to be refunded deducting the first shipping fee.
For more details, please refer to [CANCELLATION & REFUND] section of Shopping Guide page.
▶ Click here to see our refund policies.

You can click "Hold" button in your account if the order is still in " Placed " status.
Then, you can contact our CS team to cancel your order.
※ In case the order status have already become "In Progress” or “Shipped”, cancellation is not available.
For your reference, please note that our CS team does not work on the weekends and national holidays of South Korea.

Return or Exchange in any case is not possible.
If you have received any wrong or defective items, you can get a full refund in this case.
If you have received any wrong or defective items, please contact our CS team.

We cannot resend orders again.
In general, we provide our customers a refund excluding shipping fee as soon as the parcels are completely returned.
Additionally, if you have selected our free shipping option, this fee will be also calculated according to the product weight.

Updates is done regularly at the end of June and December based on purchase performance for the last 12 months.
Once you reach the tier condition, your grade will be updated.
▶ Gold Tier: Spend $500
▶ Pink Tier: Spend $200
▶ Welcome Tier: Join
For more information about loyalty program, click HERE.

Birthday Coupon is only for registered members.
Please update your birthday information in Account Information page beforehand.

You can earn points through making purchases and writing reviews.

[Completing Orders]: Points will be given after the order starts to be shipped out.
[Writing Reviews]: Points will be given after your reviews are approved.
Duplicated, false reviews or spams can be refused.

You can redeem points when you checkout.
(100 point = $1 discount)
Please note that points can be applied upto 60% of subtotal.

Payment of shipping fee through point redemption is not possible.

Generally, reward points are valid for a year from accumulated date.
You can check details of point history HERE.

Reward points are only available at Etude Global website (https://www.etude.com/int/en/).