questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. Shipping
2. Ordering
3. Payment
4. Returns & Refunds
1. Shipping
How long does delivery take?
Standard Tracked Delivery: 2-4 business days
FREE SHIPPING: 2-4 business days - when you spend £30 or more (after discounts)
How long does dispatch take?
Yoonseul processes orders from their London warehouse, dispatching products within 2 business days.
How much is the shipping cost?
Standard Tracked Delivery costs £2.7 (2-4 business days)
FREE SHIPPING when you spend £30 or more (after discounts)-(2-4 business days)
Which courier yoonseul is using?
We currently collaborate with Evri for our parcel delivery services.
What is the supported delivery area?
We currently deliver to all regions within the UK, but delivery to Ireland is unavailable at this moment.
This is however something we are working on.
Can I pick up my order?
At this moment, we do not offer a local pick-up service.
Can I track the delivery of my order?
All orders will be shipped via tracked delivery by EVRI, with tracking numbers provided. You can follow its journey to you by using the tracking number through the EVRI website.
Can I change the delivery address?
Before dispatch
Please contact us as soon as possible if you need to make amendments to your delivery address. Please understand this will solely depend on whether or not the order has already been processed.
After dispatch
If your parcel has already been dispatched, please understand we are unable to update the address or reroute the parcel.
What should I do with shipping incidents (damaged and missing products etc.)
Please send your order number, full name, and a photo of the damaged item to yoonseul.seoul@gmail.com to claim either a refund or a replacement. We will support you with your claim as soon as possible. Our sincere apologies in advance for the inconvenience
2. Ordering
Can I cancel or amend my order?
Please contact us as soon as possible through yoonseul.seoul@gmail.com with your full name and order number.
Please understand that successful cancellation or amendment will solely depend on whether or not your order has already been processed and dispatched.
Do you have a physical store?
We do not have a physical store at the moment, but we’re planning to open one soon!
What can I do if my order is missing products/I have received the wrong item?
Please send your order number, full name, and photo of the faulty product to yoonseul.seoul@gmail.com to claim either a refund or a replacement. We will help process your request as soon as possible. Our apologies in advance for any inconvenience.
3. Payment
Can I use more than one promo code per order?
Discounts are offered as general discounts (such as first purchase discount, repeat purchase discount, bundle discount, seasonal discount, etc.) and referral discounts (affiliate partners, friends).
*Only one general discount code and one referral discount code can be applied at the same time.
NOTE: Discount codes are subject to individual T&C's
When will the payment cancellation amount be deposited?
When you place an online order, the sum total of your order is pre-authorized by your credit card provider, meaning that amount is reserved for your order.
You will see that the pre-authorized amount has been deducted from the available limit of your credit card, however your account will not be charged until your order has shipped.
If you cancel your order before it ships, your account will not be charged and the pre-authorization is made void.
Please note that the pre-authorization is valid for at least 7 days and the time it takes to release the pre-authorized amount depends on your bank.
I didn't receive an order confirmation
If it seems you didn't receive a confirmation email, please follow our check-list below:
1. Please check your spam folder
2. Please check all email accounts. Sometimes, during the checkout stage, it might auto-fill an alternative email address. Please double-check alternative accounts first.
3. Did you use Apple Pay or PayPal? Sometimes express checkout options might send a text, or to an alternative email address (this depends on your personal settings within the apps used to pay).
If you still can't locate the confirmation and are adamant that you have been charged, please email us at yoonseul.seoul@gmail.com.
Why isn't my discount code working?
Please follow the below trouble-shooting if your discount code is not working.
1. Are you entering it in the correct box? Make sure you use the "gift card or discount code" box.
2. Please double-check the code has been entered correctly - sometimes people copy and paste the code but accidentally miss the first letter for example.
3. Are the items in your basket already on discount or promotion? If all the items are already on sale or it's a promo set, the discount code will not work as it can only be applied to full-priced products.
4. Please check your code is still valid. Returning codes or "first time order" codes might not be valid for your order if they have been used before, or have set time limits.
4. Returns & Refunds
Can I obtain a refund for my order?
You can get a refund for any order as long as you inform us within 14 days of receiving the order and the items remain unopened. Please note that unless the item is damaged or faulty, the outer packaging must stay intact in order for your product to be eligible for a refund.
For detailed information, please refer to our Refund/Returns policy.
Why hasn't my refund been processed yet?
We aim to process your refund within 3 working days after receiving the returned parcel, as long as it complies with our refund policy.
PLEASE NOTE
1. Refunds can take up to 3-4 working days to reflect in your account, depending on your bank.
2. Refunds can only be issued to the card that was originally used for the purchase.
3. We are not responsible for any administrative processing fees charged by your bank.
Do I need to pay for a return?
We currently do not offer a free returns service. You will need to arrange and pay for the return shipment yourself.
What if my card is no longer in use when my refund is processed?
Your refund will still be processed back to the card details used for your order, provided the associated bank account remains open.
Even if your card is lost, stolen, or cancelled, we can still process the refund to that card. We are unable to refund to a different card. If you do not receive your refund within 10 working days of the refund being completed, please contact our customer service at yoonseul.seoul@gmail.com
Can I exchange my product?
We do not have an exchange system. Please return the product and place a new order.
1. Shipping
2. Ordering
3. Payment
4. Returns & Refunds
1. Shipping
How long does delivery take?
Standard Tracked Delivery: 2-4 business days
FREE SHIPPING: 2-4 business days - when you spend £30 or more (after discounts)
How long does dispatch take?
Yoonseul processes orders from their London warehouse, dispatching products within 2 business days.
How much is the shipping cost?
Standard Tracked Delivery costs £2.7 (2-4 business days)
FREE SHIPPING when you spend £30 or more (after discounts)-(2-4 business days)
Which courier yoonseul is using?
We currently collaborate with Evri for our parcel delivery services.
What is the supported delivery area?
We currently deliver to all regions within the UK, but delivery to Ireland is unavailable at this moment.
This is however something we are working on.
Can I pick up my order?
At this moment, we do not offer a local pick-up service.
Can I track the delivery of my order?
All orders will be shipped via tracked delivery by EVRI, with tracking numbers provided. You can follow its journey to you by using the tracking number through the EVRI website.
Can I change the delivery address?
Before dispatch
Please contact us as soon as possible if you need to make amendments to your delivery address. Please understand this will solely depend on whether or not the order has already been processed.
After dispatch
If your parcel has already been dispatched, please understand we are unable to update the address or reroute the parcel.
What should I do with shipping incidents (damaged and missing products etc.)
Please send your order number, full name, and a photo of the damaged item to yoonseul.seoul@gmail.com to claim either a refund or a replacement. We will support you with your claim as soon as possible. Our sincere apologies in advance for the inconvenience
2. Ordering
Can I cancel or amend my order?
Please contact us as soon as possible through yoonseul.seoul@gmail.com with your full name and order number.
Please understand that successful cancellation or amendment will solely depend on whether or not your order has already been processed and dispatched.
Do you have a physical store?
We do not have a physical store at the moment, but we’re planning to open one soon!
What can I do if my order is missing products/I have received the wrong item?
Please send your order number, full name, and photo of the faulty product to yoonseul.seoul@gmail.com to claim either a refund or a replacement. We will help process your request as soon as possible. Our apologies in advance for any inconvenience.
3. Payment
Can I use more than one promo code per order?
Discounts are offered as general discounts (such as first purchase discount, repeat purchase discount, bundle discount, seasonal discount, etc.) and referral discounts (affiliate partners, friends).
*Only one general discount code and one referral discount code can be applied at the same time.
NOTE: Discount codes are subject to individual T&C's
When will the payment cancellation amount be deposited?
When you place an online order, the sum total of your order is pre-authorized by your credit card provider, meaning that amount is reserved for your order.
You will see that the pre-authorized amount has been deducted from the available limit of your credit card, however your account will not be charged until your order has shipped.
If you cancel your order before it ships, your account will not be charged and the pre-authorization is made void.
Please note that the pre-authorization is valid for at least 7 days and the time it takes to release the pre-authorized amount depends on your bank.
I didn't receive an order confirmation
If it seems you didn't receive a confirmation email, please follow our check-list below:
1. Please check your spam folder
2. Please check all email accounts. Sometimes, during the checkout stage, it might auto-fill an alternative email address. Please double-check alternative accounts first.
3. Did you use Apple Pay or PayPal? Sometimes express checkout options might send a text, or to an alternative email address (this depends on your personal settings within the apps used to pay).
If you still can't locate the confirmation and are adamant that you have been charged, please email us at yoonseul.seoul@gmail.com.
Why isn't my discount code working?
Please follow the below trouble-shooting if your discount code is not working.
1. Are you entering it in the correct box? Make sure you use the "gift card or discount code" box.
2. Please double-check the code has been entered correctly - sometimes people copy and paste the code but accidentally miss the first letter for example.
3. Are the items in your basket already on discount or promotion? If all the items are already on sale or it's a promo set, the discount code will not work as it can only be applied to full-priced products.
4. Please check your code is still valid. Returning codes or "first time order" codes might not be valid for your order if they have been used before, or have set time limits.
4. Returns & Refunds
Can I obtain a refund for my order?
You can get a refund for any order as long as you inform us within 14 days of receiving the order and the items remain unopened. Please note that unless the item is damaged or faulty, the outer packaging must stay intact in order for your product to be eligible for a refund.
For detailed information, please refer to our Refund/Returns policy.
Why hasn't my refund been processed yet?
We aim to process your refund within 3 working days after receiving the returned parcel, as long as it complies with our refund policy.
PLEASE NOTE
1. Refunds can take up to 3-4 working days to reflect in your account, depending on your bank.
2. Refunds can only be issued to the card that was originally used for the purchase.
3. We are not responsible for any administrative processing fees charged by your bank.
Do I need to pay for a return?
We currently do not offer a free returns service. You will need to arrange and pay for the return shipment yourself.
What if my card is no longer in use when my refund is processed?
Your refund will still be processed back to the card details used for your order, provided the associated bank account remains open.
Even if your card is lost, stolen, or cancelled, we can still process the refund to that card. We are unable to refund to a different card. If you do not receive your refund within 10 working days of the refund being completed, please contact our customer service at yoonseul.seoul@gmail.com
Can I exchange my product?
We do not have an exchange system. Please return the product and place a new order.
