Shipping and Returns Policy

HOUSE OF KOREA – SHIPPING & RETURNS POLICY

Effective Date: 20 July 2025

At House of Korea, we aim to make your shopping experience smooth and transparent. This policy outlines how we ship your order, what happens if something goes wrong, and how you can request a return or refund.

1. Shipping Methods & Timeframes

We currently ship to the UK and selected European countries. All orders are fulfilled manually from our UK base.

Please note: delivery times may vary during holidays or due to courier delays beyond our control. We currently use Evri Next Day delivery for most UK orders, especially those containing popular items like our DOCTOB cleanser or Pacomeri serum.

2. Free Delivery Thresholds

This is automatically applied at checkout when eligible. If you use discount codes, the free delivery is calculated after the discount is applied.

3. Tracking & Fulfilment

Once your order is packed, you’ll receive a tracking number via email. You can monitor its progress using the courier’s website.

If you have not received tracking or dispatch confirmation within 24 hours of ordering, contact us.

4. International Shipping, VAT, and Customs Duties

House of Korea is a United Kingdom based business. All international orders are shipped from the UK on a Delivered At Place (DAP) basis. 

• VAT & Taxes: We do not charge UK VAT on international orders. However, your order may be subject to local VAT, import duties and taxes once the shipment reaches your country.
• Customer Responsibility: As the importer, you are responsible for paying these charges directly to the carrier i.e Evri, Royal Mail etc, or local customs office to release your goods
• Handling Fees: Please be aware that carriers often charge an additional administrative or handling fee to process these customs payments on your behalf.
• Non-Payment: If you refuse to pay these charges and the parcel is returned to us, we reserve the right to deduct the original shipping cost and any return fees incurred from your refund. 

4. Returns Eligibility

To be eligible for a return:

• Your item must be unused, unopened, and in the original packaging

• Return requests must be submitted within 14 days of receiving the order

• We do not accept returns on opened or used skincare for hygiene reasons

Returns are shipped at your expense unless the item was faulty or sent in error.

5. Refunds & Processing

Once your return arrives and is inspected, we will email you with approval or rejection. If approved, your refund will be issued to your original payment method within 5–7 business days.

Please allow time for your bank or card provider to process the refund.

6. Damaged or Incorrect Items

If your order arrives damaged or incorrect:

• Take photos immediately and contact us within 48 hours

• We’ll assess the issue and send a replacement or refund, depending on product availability

Our team is here to help—your satisfaction matters to us.

7. Lost Packages

If your tracking shows “Delivered” but you haven’t received your order:

• First, check with neighbours or building reception

• Then contact the courier directly using your tracking number

• If unresolved, email us and we’ll open an investigation with the courier

We aim to resolve lost parcels quickly and fairly.

8. Cancellations

Orders may only be cancelled if not yet dispatched. Please email us immediately if you need to cancel.

Once an order is shipped, cancellations are no longer possible—but you may request a return in line with Section 4.

9. Contact Information

For all return, refund, shipping or cancellation enquiries:

• Visit our Contact Us page

• Or email: [email protected]