Return Policy

Returns & Refunds

Return policy

What can be returned, in what condition, and how long it takes. These terms apply to every order placed on koolseoul.com.

Last updated: 24 July 2026

Eligibility

Refund requests must be made within 7 days of receiving your order. To be eligible, the product must be unused, unopened and in its original packaging. No refund can be issued once a product has been opened, used, or damaged after delivery.

What cannot be refunded

Opened or used products. Items bought on sale or with a discount code, which are final sale. And customs duties, import taxes or handling fees charged by your local authorities — these are never grounds for a refund, as explained below.

Damaged or incorrect items

If your order arrives damaged, or you receive the wrong product, contact us within 3 days of delivery with photos of the issue and your order number. We review each case individually and, where the claim is approved, send a replacement or issue store credit.

How to start a return

Write to contact@koolseoul.com with your order number and the reason for the return. Please wait for our confirmation before sending anything back — parcels returned without prior agreement cannot be processed.

How refunds are processed

Once your return reaches us and has been inspected, we let you know whether it is approved. Approved refunds are issued within 7 to 10 business days to your original payment method, minus the original shipping cost.

Customs duties and import taxes

Any duties, taxes or carrier handling fees applied when your parcel arrives are set by your local customs authority and are payable by the recipient. They are not part of your order total, we never receive them, and refusing to pay them is not grounds for a refund.

Refused or unclaimed parcels

If you refuse a delivery, or the parcel is not collected and is returned to Korea, neither the products nor the shipping can be refunded. Please make sure someone can receive the parcel, and watch for your carrier's notices.

Incorrect or incomplete addresses

Check your address carefully at checkout. If a parcel comes back to us because the address was wrong or incomplete, the cost of shipping it out again is payable by the customer.

Devices and electronics

Lightsticks and other battery-powered items are checked before dispatch. If one arrives faulty, the 3-day damage window above applies — send us a short video showing the fault and we will replace it.

Need to return something?

Write to us with your order number and we will walk you through it.

📧 contact@koolseoul.com

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  • Orders

Once your order is completed, you will instantly receive a confirmation email containing your order details and number.

This number allows you to easily track and access your order at any time on our website.

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  • Orders

Changes cannot be made directly online.

However, our team is always here to assist you, simply contact us at contact@koolseoul.com as soon as possible, and we will do our best to help.

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  • Orders

If your order appears as “confirmed" rest assured, it has not been forgotten and will be shipped as soon as possible. Our team is preparing it with care, and it will be on its way shortly.

During major Korean holidays (Chuseok, Seollal), processing and delivery times may be longer.

Thank you for your understanding.

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If your order was automatically canceled, we sincerely apologize.

This typically occurs when an item becomes unavailable.

You will receive a full refund.

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  • Orders

Track your shipment effortlessly through our website after connecting to your account, or through your local postal service website or DHL tracking.

Please note that most tracking numbers begin with “L” for K-Packet deliveries.

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  • Orders

If something is missing or incorrect, please contact us at contact@koolseoul.com within 3 days of delivery.

A photo or video proof is required for us to process a refund or replacement.

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  • Orders

Official lightsticks are among our most requested items.

Occasionally, suppliers experience delays due to overwhelming demand.

Your lightstick will arrive, thank you for your patience.

If you need it urgently for an event, reach out to us and we will do our best to assist.

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  • Orders

Some promo codes exclude:

Snacks & food

Beverages

Non-beauty items

If your code still doesn’t work, our team will be happy to help. Please contact us at contact@koolseoul.com

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  • Orders


Orders generally ship within 2 to 4 days, but sometimes it may take a little longer. If your order has not been shipped within 10 days after your purchase, please don’t hesitate to contact us at contact@koolseoul.com for more details.

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  • Shipping & Deliveries

We proudly ship worldwide, except to:

❌ Russia

❌ Israel

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  • Shipping & Deliveries

Our shipping methods include :

Korea Post (K-Packet) — reliable, secure, and economical, delivery in 7–14 days

DHL Express — fast and premium, delivery in 3–5 days

Special USA Notice

Due to updated US tax policies, DHL Express is temporarily suspended for the USA.

Only K-Packet standard delivery is available.

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  • Shipping & Deliveries

Shipping fees are automatically calculated based on:

Your location and the weight of your order

More products may increase the total weight and therefore the fee.

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  • Shipping & Deliveries

Please consult our Delivery Page for more information about the free delivery.

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  • Shipping & Deliveries

If your package appears lost:

Contact your local post office first, they can provide the most precise updates.

If unresolved, we can issue a refund after 30 days from the order date.

We need the following documents:

-Proof of contact with your postal service

-ID photo

-Signed statement confirming non-receipt of the package

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  • Shipping & Deliveries

Customs inspections may occasionally extend delivery times.

Refunds or replacements are possible only after 30 days from the order date.

K-Packet: Please wait the full 30 days.

DHL: Contact us earlier as we can help expedite the process.

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  • Shipping & Deliveries

If you entered an incorrect address, please contact us urgently at contact@koolseoul.com

K-Packet: Once shipped, we cannot modify the address. We recommend contacting your local post office as they may help.

DHL: Address changes are possible before delivery, contact us immediately.

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  • Shipping & Deliveries

If your package was returned because of an incorrect or incomplete address you provided, we will refund the products once the package is back at our office. Shipping fees cannot be refunded, as we are not responsible for the failed delivery.

If your package was returned because customs duties or taxes were refused or left unpaid, no refund will be issued — neither for the products nor for the shipping. As the importer, you are responsible for all customs fees (see our Customs & Taxes section). A reshipment is possible only once new shipping fees are paid.

If your package was not delivered due to a mistake on our side, please contact us at contact@koolseoul.com so we can investigate. In that case we will reship at no cost or issue a full refund including shipping fees.

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  • Customs & Taxes

Most taxes are prepaid, meaning K-Packet orders typically require no federal tax.

However, US customs may randomly inspect packages and charge fees.

These fees are unpredictable and non-refundable.

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  • Customs & Taxes

Customs may apply import duties depending on your country’s regulations.

These fees are entirely the customer’s responsibility.

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  • Customs & Taxes

Unfortunately, we cannot pay customs fees on behalf of the customer.

Please note: if you refuse or do not pay the customs fees, your order cannot be refunded — including the shipping fees. The package may be returned to us or disposed of by customs, and we are not responsible for these cases.

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  • Returns & Refunds

Please find the refund eligibility criteria :

Return requests must be made within 7 days of delivery.

Products must be unopened, unused, and in original condition.

Expiration dates: valid within 6 months of the printed date.

Non-Refundable Situations

Items opened or used cannot be refunded.

Refund requests due to customs duties or taxes

Sale items or discounted items

Products damaged after delivery

Damaged or Incorrect Products

Please note that the refund can only be treated once we receive the item in our office.

Check our Return Policy for more details

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  • Returns & Refunds

If you received a damaged or incorrect product, contact us within 3 days with photo proof.

If approved, we will provide a replacement or a refund/store credit.

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  • Returns & Refunds

Please contact our customer support team to initiate a return request.

contact@koolseoul.com

Please note that the refund can only be treated once we receive the item in our office.

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  • Returns & Refunds

The shipping fees are refunded only if the product delivered was wrong or broken.

Return shipping costs are the customer’s responsibility. If a product is confirmed damaged or defective, we will refund the shipping cost.

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  • Returns & Refunds

We currently do not offer direct exchanges. If you need a different item, please return the original item for a refund and place a new order.

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  • Products

Every item on Kool Seoul is sourced directly from official brands and certified Korean suppliers.

We guarantee 100% authenticity.

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  • Products

Due to high demand, certain products may become temporarily unavailable.

If an item is out of stock, you will receive a prompt refund for that item.

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  • Products

Please check the ingredient list before purchasing.

Kool Seoul cannot be held responsible for allergic reactions or skin issues.

If you need guidance, our team will gladly assist you in choosing the right products. Ask for advice at contact@koolseoul.com

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  • Account & Customer Service

If you have any problem reguarding your account : trouble to log-in, need to update informations, delete your account : please contact our team at contact@koolseoul.com and we will take care of it.

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  • Account & Customer Service

You can contact us via the contact form on our website or by writting direclty to contact@koolseoul.com

Our office operates Monday to Friday, 9:00 AM – 5:00 PM (KST).

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We are a small but dedicated team.

Please allow a few business days for a reply, we truly appreciate your patience.