Customer Center

cs@vivawave.co.kr

Weekdays 11:00 - 17:00 / Lunch 13:00 - 14:30 (GMT+9H)
Closed on weekends and holidays.

Events

Notice

2SHIPPING POLICY

1. Shipping rates

-$5  to all the countries listed

 : China, Macao, Hong Kong, Japan, Taiwan, Thailand, Malaysia, Singapore, Philippines, Australia, Indonesia, Vietnam, India, United States, Canada, Russian Federation, France, Spain, United Kingdom, Germany, Qatar, United Arab Emirates, Bahrain

- Free shipping for order of $100 or more


2. For the countries not on the list

-Please leave a message on the customer service board


3. Additional details

- Parcels are only dispatched on business days.

- Please be informed that order placed right before day-offs and holidays in Korea may be delayed.

- On average, it takes 7 days for the parcel to reach the customer, but it can be different for each country.


*NOTE: International shipments may be subject to import taxes, duties, and customs fees, which are levied once the package reaches the country of destination. All related fees are the responsibility of the recipient. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them.


1EXCHANGE / RETURN POLICY

Any inquiries regarding the products should be made within 7 days from the day the delivery was completed.


[Exchange / Return due to customers’ [change of mind]

- Please contact our Customer service center within 7 days after receiving your package and send us the return tracking number in 3 business days.

- To make an inquiry to our Customer Service Center please include the following information:

   [Name, Order number, product name/code, reason for exchange/ return]

- In case of any exchanges due to [change of mind], round-trip shipping cost will have to be paid by a customer.

  Conditions of the items will be examined once they reach our warehouse.

- In case those items show any signs of use, they will not be accepted for exchange. In case of any return due to [change of mind], the return shipping fee should be paid by a customer and the initial shipping fee deductions are applicable according to our policy


[Exchange / Return policy for defective and wrongly shipped items]

- Please contact our Customer service center within 7 days after receiving your package and send us the return tracking number in 3 business days.

- While making an inquiry to our Customer Service Center include the following information to hasten the process:

   [Order list, a barcode of all the items, a picture of the item, a picture of the defect part]

- For any exchanges/ returns of defective or wrongly shipped items, the shipping fees will be borne by Hince.

Please kindly pay for return fee in advance as COD cannot be used for international shipping. The amount will be refunded to the customers once parcels are arrived at our inventory and checked by relative personnel.



The Followings are not eligible for returns/exchange

- Any items reported after 7 days from the date of receiving

- Items being opened or used

- Items having the trace of scent, cigarette, perfume, use, wash, or alterations

- Items that have been damaged intentionally including, but not limited to, lost tags, alterations, washing damages, even if the item was defective upon arrival

- Items that has no record of purchase on our official hince mall (en.hince.co.kr)

- All goods returned without previous notice or in spite of return denial by our CS team will not be accepted

**For any allergic reactions to our cosmetic products, you can get a refund if you submit related medical documents which can prove your status(to cs@vivawave.co.kr). Still, Hince is not required to reimburse the fee for the related medical treatment


Return Address (필요)

(07207) Yangpyeong-ro 21-Da-gil, Yeongdeungpo-gu, Seoul

FAQs

MEMBERSHIPWhat is the benefit of hince Membership Program?

We offer coupons, discounts, and mileage benefit according to the membership grade.


1. NEW (Newly joined members)

- $1 Bonus Coupon

- 5% Mileage Benefit


2. Family (Members without purchase record within 6 months / Members with previous purchase)

- $1 Bonus Coupon

- 5% Mileage Benefit


3. Silver (Total purchase of under $200)

- $3 Bonus Coupon X2

- 5% Mileage Benefit


4. Gold (Total purchase of over $200)

- $3 Bonus Coupon X 2 / $5 Bonus Coupon X 1

- 2% Discounts for every purchase

- 5% Mileage Benefit


5. VIP (Total purchase of over $500)

- $3 Bonus Coupon X2 / $5 Bonus Coupon X 2

- 3% Discounts for every purchase

- 5% Mileage Benefit


6. VVIP (Total purchase of over $1,000)

- $3 Bonus Coupon X2 / $5 Bonus Coupon X 2

- 4% Discounts for every purchase

- 5% Mileage Benefit

MEMBERSHIPCan I make purchase as a guest?

You CAN make purchase without signing in.

Choose "Continue as a guest" after you click the "Buy" button for our products.

But you cannot get the benefit the members get.

MEMBERSHIPI forgot my password

Please use the "Forgot Password" menu, or contact us through question board

ORDER/PAYMENTI cannot use my mileage

Your mileage is ready to be used if you have more than $3 of mileage

Reviews

Mood Enhancer Matte FlairAesthetic Perfection!

Yay love ur product so much!!! Whenever i remove it, my lips are very soft. It is not drying. Plus the packaging and the magnetic container - lovely! Looking forward to more of your worth it products.

Ps. Your customer service is A+! ;)

Mood Enhancer Matte Eternal좋아욤

ㅎㅎ

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