FAQ
Your Order
Can I place an order from my country?
We accept orders in nine countries and regions: North America, South Korea, Taiwan, Thailand, Singapore, Malaysia, the Philippines, Vietnam, and Indonesia. (As of February 1, 2026)
Are there any limits on the quantity I can buy?
Some products have quantity limits. If you get an error when entering the quantity, it may be because you've exceeded the limit.
I'm not sure if my order was successfully placed. Can I check the order status?
After your order is successfully placed, you will receive an "Order confirmation email." If you don't receive it, please check your domain and spam folder settings. If you're a registered member, you can view your order details from "Order History."
Can I buy a product after the availability period has ended?
You can't buy a product after the availability period.
What should I do if the product is damaged or defective?
If the product is damaged or defective upon arrival, please contact customer service. If it's within seven days from the arrival date, we will handle it through return or exchange. As a general rule, we do not replace product boxes.
Cancellations, Exchanges, and Returns
Can I cancel my order?
Cancellations due to customer convenience will not be accepted. (Except for orders placed in South Korea) If we are unable to ship your product due to defects or stockouts, we may cancel your order.
Can I change the product after placing an order?
Changes due to customer convenience will not be accepted. (For orders placed in South Korea, changes are accepted within seven days of product arrival.) If you find any defects in your product that we are responsible for, we will replace your product if you contact us within seven days of its arrival.
Can I return a product?
Returns due to customer convenience will not be accepted. (For orders placed in South Korea, returns are accepted within seven days of product arrival.) If you find any defects in your product that we are responsible for, we will accept a return if you contact us within seven days of its arrival.
Shipping fees for returns or changes due to customer convenience
For returns or exchanges we are responsible for, the shipping fee will be covered by us.
Payment
What payment methods are available?
We accept credit cards, PayPal, Apple Pay, Klarna, Alipay, Alipay HK, OVO, GoPay, Dana, Kakao, GrabPay MY, MOLPay, GCash, and GrabPay SG. Available payment options may vary depending on your country of purchase.
Is the US dollar the only currency accepted?
This website supports payments in the currencies of the nine countries and regions where we sell our products.
Shipping
How long does delivery take?
Delivery is typically scheduled within 10 days from the shipping date. However, delays may occur due to customs clearance or weather conditions. If your order has not arrived after 10 days, please contact us.
Checking the delivery status
You can track your delivery via the DHL website: (https://mydhl.express.dhl) Please enter the tracking number provided in your shipping confirmation email to check the status.
Can I specify a delivery date and time?
We don't offer the option to specify a delivery date and time.
Can I ship to an address different from the registered one?
After clicking "CHECK OUT", you can select a shipping address. To register a new address, click "Register a New Address" and enter the desired shipping information.
Can multiple orders be shipped at once?
Each order is shipped individually, so we are unable to combine multiple orders into a single shipment.
Can you resend the product again after it was returned?
We can resend the product, but additional fees may apply depending on the reason.
What should I do if I'm asked to pay additional fees at the time of delivery even though I've already paid customs duties and taxes?
If the delivery person requests additional payment, please inform them that you have already paid and contact our customer service team.
What happens if I place an order from a country or region you can't ship to?
If you place an order from a country or region we can't ship to, we will contact you and cancel the order.
Contacting Us
How can I contact you?
You can reach us using our contact form.
Business Hours of the Customer Service Team
The customer service team is open on weekdays, 9:00 AM–6:00 PM (Malaysia Time).