Exchange & Return Guide

1. What is our Exchange & Refund policy?

innisfree Online Mall appreciates your continuous support and we accept product exchange & refund following the Terms & Conditions as the table below.

Type Product Condition Exchange Refund Redelivery Validity Period
Change of Mind New, unopened, unused Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only Complete (free gifts, accessories, original packaging)
Within 15 working days upon receiving, not applicable to promotional items
Opened / Unused / Incomplete content / component.
Within 15 working days upon receiving, not applicable to promotional items
Damaged Item(s) Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only Complete (free gifts, accessories, original packaging)
Within 15 working days upon receiving, not applicable to promotional items
Incorrect Item(s) New, unopened, unused Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only Complete (free gifts, accessories, original packaging)
Within 15 working days upon receiving
Missing Item(s) -
Within 15 working days upon receiving
Skin Reaction Used less than 1/3 of the amount
Within 30 working days upon receiving with evidential documents from skin specialist.
Change of Mind
Product Condition
New, unopened, unused Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only Complete (free gifts, accessories, original packaging)
Exchange Refund Redelivery Validity Period
Within 15 working days upon receiving, not applicable to promotional items
Product Condition
Opened / Unused / Incomplete content / component.
Exchange Refund Redelivery Validity Period
Within 15 working days upon receiving, not applicable to promotional items
Damaged Item(s)
Product Condition
Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only Complete
(free gifts, accessories, original packaging)
Exchange Refund Redelivery Validity Period
Within 15 working days upon receiving, not applicable to promotional items
Incorrect Item(s)
Product Condition
New, unopened, unused Product Sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information / packaging only Complete
(free gifts, accessories, original packaging)
Exchange Refund Redelivery Validity Period
Within 15 working days upon receiving
Missing Item(s)
Exchange Refund Redelivery Validity Period
Within 15 working days upon receiving
Skin Reaction
Product Condition
Used less than 1/3 of the amount
Exchange Refund Redelivery Validity Period
Within 30 working days upon receiving with evidential documents from skin specialist.
  • * Exchange is only allowed same valued or lower value items.
  • * For change of mind case, customer is required to arrange good return to the shared address under own cost and arrangement.

2. How do I return an online purchase?

STEP 1

You can get in touch with our Customer Service at cs_my@innisfree.com or via the [1:1 Inquiry] menu to request an exchange or refund for any goods within the validity period stated above. Please ensure that the following details are included in your enquiry.

  • Order Number
  • Order Receiving Date
  • Name of the Item
  • Product Condition
  • Reason of Return
  • Photo Evidence

STEP 2

Customer service representative will process the exchange / refund enquiry within 3 working days and inform customer with the return status.

STEP 3

  • Change of Mind : Customer is required to return the item(s) under own cost/arrangement to the shared address within 14 working days and share with customer service representative on the parcel tracking number.
  • Damaged / Incorrect Item : Customer service representative will arrange shipping company to collect the products from you at the arranged time within 14 working days.
  • Missing Item : Customer service representative will arrange shipping company to redelivery the missing item to you within 14 working days.

STEP 4

If you are entitled to a refund, we will process the calculated refund within 14 working days of receiving the returned item/parcel.
If you are entitled to a exchange, customer representative will contact with you on the product exchange and arrange delivery within 14 working days of receiving your exchange confirmation

* Important Note : Please note that returns are strictly not applicable for any promotions.

3. How long will it take to receive a credit /refund for my returned items?

Once received, return packages are processed within 30 days. The time to post a credit to your account can vary and is determined by the issuing bank.

4. How do I return due to damaged item / wrong item received?

If you received wrong item(s) or damaged item(S), please retain the box, packaging and all contents and follow the return steps to schedule a return within 15 working days upon receiving.

5. How can I report missing item(s) received?

STEP 1

You can get in touch with our Customer Service at cs_my@innisfree.com or via the [1:1 Inquiry] menu to report any missing item(s) within 15 working days of receiving your order. Please ensure that the following details are included in your enquiry.

  • Order Number
  • Name of the Missing Item

STEP 2

Customer service representative will process the enquiry within 5 working days and will make necessary arrangement with you directly.

6. Can I return an in-store purchase online?

Unfortunately, all in-store purchases will need to be returned in-store. We apologise for the inconvenience caused!