At Seoulmates, our mission is to bring you the very best in Korean skincare and beauty. We want you to feel confident and happy with every product you receive, but if something isn’t quite right, we’re here to help.

Returning an Item

If you change your mind, that’s okay! Just let us know within 14 days of receiving your order. You’ll then have up to 28 days in total to send it back to us.

Simply email our friendly team at contact@seoulmates.co.uk with your order number and we’ll guide you through the process.

What’s Eligible for Return

• Unopened and unused – we can’t take back opened skincare for hygiene reasons 💕
• Still in its original packaging with any seals intact
• In the same condition you received it

If your order included a free gift or promotional item, please send it back too if your return makes you ineligible for the promotion.

Items marked as final sale, clearance, or special offers can’t be returned, and we’ll always make this clear when you buy.

Sending It Back

• Return shipping is the customer’s responsibility, and we recommend using a tracked service.
• Keep hold of your tracking receipt until we confirm your refund.
• If something goes missing on its way back, or arrives damaged, we won’t be able to refund it.

Refunds

Once your return arrives and passes our quality check, we’ll issue a refund back to your original payment method.

• Most refunds appear within 2–5 business days depending on your bank or card provider.
• Shipping fees aren’t refundable unless the item was faulty or incorrect.

Damaged or Faulty Products

We’re so sorry if something arrives less than perfect 💔 If your order is damaged, defective, or not what you expected, please get in touch within 28 days of receiving it. A quick photo of the product and packaging really helps us solve it faster.

We’ll happily send you a replacement or refund you in full.

Exchanges

We don’t offer direct exchanges. If you’d like something different, the quickest way is to return your original item for a refund and place a new order for your chosen product.

Cancelling an Order

Changed your mind before your order ships? Drop us a message as quickly as possible and we’ll cancel it for a full refund. If it’s already on its way, you can follow the return steps above once it arrives.