Sulwhasoo Concetrated Ginseng Daily routine Set (6 Items)

Shipping Policy

Order Processing and Dispatch

• Orders are typically dispatched within 1-2 business days after being received in our system.

• If you require a postponed delivery date, please contact us before placing your order.

• Once an order is placed, changes to the shipping address or order details are generally not possible, as our warehouse processes orders for dispatch immediately.

Delivery Information

• Deliveries, whether standard or express, are made to the ground floor level only (excluding stairs).

• For special requests, such as two-person delivery, deliveries involving stairs, or lifts, please contact us before placing your order.

• Standard delivery with a tracking number typically takes 10-12 business days from dispatch. Delivery times may vary depending on courier schedules and circumstances.

• Couriers operate Monday to Friday during standard business hours. Weekend deliveries may occur in rare cases during high freight volumes.

• For delivery updates or ETA inquiries after the standard transit time, please contact us.

Shipping Address Requirements

• Ensure your shipping address is complete and accurate (e.g., include unit numbers, PO Box numbers, etc.).

• For business addresses, ensure the location is open during standard courier business hours.

• Provide a contactable mobile number and email address to allow couriers to clarify delivery details if needed.

• Authority to Leave (ATL): If you wish to provide ATL instructions, include them in your shipping details at checkout. Ensure the location is safe for unattended delivery. ATL is the default method for contactless delivery where safe.

Additional Shipping Fees

• Deliveries to remote or regional areas may incur additional costs. Some areas may be excluded from standard delivery.

• If the shipping fee paid does not cover the delivery cost, we may contact you to cover the shortfall or cancel the order with a full refund.

• Additional fees apply for special requests, such as two-person delivery, multi-level buildings, or deliveries involving stairs or lifts.

• Redirection costs due to incorrect, incomplete, or inaccessible addresses are not covered by us.

Large Item Orders

• Street addresses are required for all large item orders. Non-street addresses (e.g., Parcel Lockers, PO Boxes) are not accepted.

• Assistance may be required for unloading and carrying goods. If your delivery location is not on the ground floor or involves stairs, ensure an able-bodied person is available to assist.

• The delivery address must have nearby parking or a loading area to enable delivery.

• If you cannot provide assistance, contact us before placing your order.

Delivery Issues

• If you encounter issues with your delivery:

  • Take photographic evidence on the day of delivery and notify us immediately for courier review.

  • For non-delivery claims, contact us as soon as possible and we will lodged an investigations with the courier on the same day of reported.

• If your order is not delivered within the standard transit time (which may be extended during peak periods), contact us to lodge an enquiry with the courier.

• If you're sending a valuable item, you should take out Extra Cover for extra peace of mind. 
  Extra Cover provides loss or damage cover from the value of the service up to $5,000, and can be used to cover valuable items.1

Extra Cover

• If you haven’t purchased Extra Cover and an item you've sent is lost or damaged while in our care, 
  you may still be eligible for compensation of up to $100. We may also refund the postage you paid to send the item. 
  Claims are assessed on a case-by-case basis. 

• Neither the compensation included with our service nor the purchase of Extra Cover limits any rights you may have under the Australian Consumer Law.

For any questions or concerns about your shipping address or delivery, please contact us before placing your order. We are here to assist you!

Delivery excludes the following postcodes:
2880-2889, 5201-5749, 4309-4453, 4580-4693, 4454-4499, 4694-4802, 4804-4805, 9920-9960, 4803, 4806-4999, 9961-9998, 2648, 2715, 2717-2719, 2731-2739, 3221-3334, 3342-3349, 3351-3352, 3357-3426, 3444-3688, 3691- 3749, 3812-3909, 3921-3925, 3945-3974, 3979, 3984-3999, 2264-2281, 2311-2484, 2487-2499, 2533-2554, 2575-2599, 2621-2639, 2642-2647, 2649-2707, 2710- 2714, 2716, 2720-2730, 2787-2879, 6215-6700, 6701-6797, 7020-7049, 7054, 7109-7150, 7155-7171, 7173-7247, 7255-7257, 7330-7799
If your postcode is within the above ranges then please contact us for a postage quote.

Product Warranty Period & Change of Mind Returns

Warranty Period

• Furniture, Fitness & Gym Equipment, and Household-related Products: 1-year warranty for product support.

• Battery: 6-month warranty.

Warranty Claims

• If a product issue is notified within the applicable warranty period, we will provide after-sales service, including replacement or refund upon receiving the returned product within a reasonable timeframe.

Change of Mind Returns

• Change of mind returns are accepted within 30 days of delivery.

• After 30 days, we do not accept change of mind returns for used products or order cancellations.

• For eligible returns, the item must be unopened, unused, undamaged, and in its original packaging.

Returns Policy

Accepted Items

• Items eligible for return or exchange must meet the following criteria:

  • Unopened, unused, and undamaged.

  • In the original condition and packaging as received.

Excluded Items

• Change of mind returns are not accepted for:

  • Mattresses.

  • Personal care items.

  • Floor stock.

  • Items sold “As Is” with notified defects or variations.

  • Skin Care product

Refund Processing

• Delivery fees are non-refundable.

• For change of mind returns, a 20% restocking fee may be deducted to cover warehouse processing costs.

• The refundable amount will be calculated after deducting:

  • Initial delivery fees.

  • Return shipping costs (if applicable).

  • Restocking fee (if applicable).

Returns Process

1. Initiate a Return:

   • Contact our customer service team with your order details.

   • Once approved, you will receive a return authorization slip to print and attach to the package.

2. Return Arrangements:

   • You may be required to arrange and cover the return shipping costs.

   • If we arrange the return, follow the courier’s instructions carefully to avoid failed pickups.

3. Packaging Requirements:

   • Remove or mark off any previous consignment labels to avoid delivery confusion.

   • Ensure the return label is clearly attached to the package.

Warranty & Consumer Rights

• Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

• You are entitled to:

  • A replacement or refund for a major failure.

  • Compensation for any reasonably foreseeable loss or damage caused by our products.

  • Repair or replacement if the goods fail to be of acceptable quality and the issue does not amount to a major failure.