PAIN OR PLEASURE HEART RIBBON TOP CHARCOAL

In accordance with the applicable Canadian laws, our goods come with guarantees that cannot be excluded under the CPSA. If you have any inquiries about a purchase from our website you may notify us by email:

Returns

Please note that all items are not eligible for return/refund for a change of mind, unless the product is defective. Return request must be submitted no later than 3 days after your delivery date.

Refunds will be processed by the same original payment method.

Order Cancellation 

Cancellation of an order will be subject to a 30% cancellation charge of the items cancelled.

Once an order has been dispatched, it cannot be cancelled or refunded under any circumstance, including: unexpected delays, change of mind or sudden cancellation.

Exchanges

You may exchange the product at your own cost within 3 days after your delivery date.

Exchanges are only available for one time changes in sizes of the item itself. Note that, exchanges are not available for all brands and items. If you were to make an exchange, please first contact customer support through email. The items must be unused and in the same condition received. All close-fitting, personal clothing are not exchangeable. Also, customer is responsible for all costs of shipping and loss or damage during the return of products.

Please allow 3-9 business days for your exchanged items to be dispatched. Please allow up to 25 business days for your exchanged pre-order items to be dispatched.

*Non-Exchangeable Items:

While we aim to accommodate exchanges whenever possible, there are certain items that are non-exchangeable for various reasons. Please note the following items cannot be exchanged:

Preorder Items: All preorder items are final sale and cannot be returned or exchanged. We appreciate your understanding, as these items are specially reserved just for you.

Final Sale Items: Items marked as final sale at the time of purchase are not eligible for exchange. These items are sold as-is and cannot be returned or exchanged, except in cases of manufacturer defects or damages.

Personal Hygiene Products: For health and safety reasons, personal hygiene products such as undergarments, swimwear, and earrings cannot be exchanged once the packaging has been opened or tampered with, unless they are found to be defective or damaged upon receipt.

Custom or Personalized Items: Items that have been customized or personalized according to your specifications are non-exchangeable. Please review all customization details carefully before placing your order to ensure accuracy.

Shoes Category Items: Due to hygiene and quality control reasons, shoes category items cannot be exchanged once they have been worn or used, unless they are found to be defective or damaged upon receipt.

Intimate Apparel: Intimate apparel items, such as lingerie and hosiery, are non-exchangeable once the packaging has been opened, unless they are defective or damaged.

Clearance or Liquidation Items: Clearance, liquidation, or discontinued items are sold at a discounted price and are therefore non-exchangeable. All sales of these items are final.

Please carefully review the product details and specifications before making your purchase to ensure compatibility and satisfaction. If you have any questions about the exchange eligibility of a specific item, please feel free to contact our customer service team for clarification. 

Damages/Lost

SeoulSeoul is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Failed Delivery/Returned To Sender/Abandoned Packages

If your package cannot be delivered to the given address due to incorrect shipping address and/or phone number. Or the receiver is absent upon all delivery attempts, and if the customer fails to pick up the package for any reason. Or if the customer refuse receipt of the package. The package will be returned back to the sender (SeoulSeoul)  at your expense, the expense includes shipping costs and any duty and tax the package may have incurred.

Be advised that images, samples and photographs provided during customization may slightly differ from the final result as the perception of colours on a screen does not reflect the natural finish or aspect of the materials. But if at reception you notice that your instructions were not entirely followed on a personalized or pre-ordered item, simply notify us by email.

**If you are returning an item from outside of Canada, you must declare that the parcel is a return on your customs declaration. If SeoulSeoul incurs any duties or taxes for returned parcels, the amount will either be deducted from your total refunds, or the parcel will be rejected.**

Please note that all shipping and custom costs occurred should be undertaken by customers, unless the package was faulty.

DO YOU OFFER INTERNATIONAL SHIPPING?

Yes! We ship worldwide.

HOW MUCH IS SHIPPING ?

We are currently offering free shipping for any orders over $199 USD.

*For U.S. orders: Standard USPS shipping is no longer available. Only UPS/USPS Express shipping is offered. Free shipping on orders over $250.

For orders under $250 USD, a flat rate will be charged.

*Please note: Shipping costs are exclusive of any import tax or customs duties which may be payable on delivery to your country. For more information see below.

HOW LONG DOES SHIPPING TAKE?

Please leave up to 3-5 business days for your order to be processed, and between 3-15 business days for your order to be delivered to you.

*Please note: Except for pre-order items.

All items except those marked as "IN STOCK" are considered pre-order items. The estimated delivery timeframe for pre-order items will be clearly stated on the product page. Please note that these are approximate dates and may be subject to change due to unforeseen circumstances.

HOW LONG AFTER PLACING MY ORDER WILL IT BE SHIPPED?

Please allow up from 3-5 business days for us to process your order.

Some items are marked as Pre-Orders, and require a 10-25 business days processing period. 

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you will receive an email with your tracking number. You can use the link and number provided to track your shipment through USPS, UPS, Canada Post, or EMS Korea, depending on your location.

For U.S. orders:
Your package will first be shipped from Korea with an EMS Premium tracking number. Once the shipment clears U.S. customs, we will update your order with a UPS tracking number.
Both tracking numbers will allow you to follow the shipment from start to delivery.

WHAT CURRENCY IS YOUR WEBSITE IN?

Our prices are displayed in USD (U.S. Dollars) by default. Depending on your location, prices may also be shown in your local currency automatically for your convenience.

WILL I HAVE TO PAY ANY TAXES OR DUTIES?

Regulations for import duties and taxes vary from country to country. We have no control over these charges and we cannot predict their amount. Unless otherwise stated, our garment prices and shipping costs are exclusive of all import duties and taxes. All orders are sent on a Delivery Duty Unpaid (DDU) basis.

SeoulSeoul does not cover any duties, taxes or associated handling fees which may be applied to your order by your local government. Please be aware that you will be responsible for payment of these costs upon delivery of your order. Please contact your local customs office for more information. We are not responsible for replacing or refunding any orders that are stuck in customs clearance. 

DUTIES & TAXES RESPONSIBILITY

International orders may be subject to import duties, customs fees, or taxes imposed by the destination country. These charges are solely the customer’s responsibility.

If the customer refuses to pay the required duties/taxes and the package is returned, delayed, or damaged during the return process, we are not responsible for any loss or damage.
All shipping costs related to the original shipment and return must be fully covered by the customer.

DAMAGES/LOST

SeoulSeoul is not responsible for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.