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COMMUNITY

FAQ

MEMBERSHIP What is the benefit of hince Membership Program?

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We offer coupons, discounts, and mileage benefits according to the membership status.


1. NEW (Newly joined members / total purchase of under $50)

- $1 Bonus Coupon

- 1% Mileage Benefit


2. Family (total purchase of under $100)

- $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

MEMBERSHIP Can I make purchase as a guest?

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You CAN make purchase without signing in.

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

However, you will not be able to get the same benefits that the members receive!

MEMBERSHIP I forgot my password

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

ORDER/PAYMENT I cannot use my mileage

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You can use your mileage if you have more than $3 worth mileage accumulated.

ORDER/PAYMENT I paid via accont transfer, but the order status still says it has not paid yet

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If you have transferred money to our account, but the order status says that they payment is not done yet, there are some possible reasons.

(Usually, if you pay the right amount of money with right name, it will take 10-15 mins for the status of your order to be changed)


1) The amount of money might have not been accurate

- Please do not transfer the amount you are short of

- Contact us through our Question Board, we will help you ASAP



2) The name of depositer could be differerent from the name of the person who ordered

- The system cannot automatically detect the transferred money if the name does not match

- Contact us through our Question Board, we will help you ASAP

SHIPPING How much does the shipping cost?

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Shipping rates

- FREE: $50 or more

- $10: $0 ~ $50 of purchase


- Please kindly understand that the shipping rate policy above is only applied to the Countries/Regions as follows.

 : United States, Singapore, Taiwan, Malaysia, Australia 

- For the Countries/Regions that are not on the list, currently our shipping service is not available.

- We are trying our best to reach other Countries/Regions, too. Apologize for your inconvenience.

SHIPPING How long is the delivery going to take?

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We are trying our best to let every customer all around the world to receive our products ASAP.

However, due to the nature of international shipping, it is difficult to guarantee the exact arrival date of your parcel.

Please check the status of your parcel with the parcel number given at your order.


SHIPPING I want a bundle delivery for more than one separate orders

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Please contact us through Q&A board.

We will help you with the bundle(or combined) delivery.


SHIPPING I want to change the address for shipping

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You can make changes for your order before the shipping starts.

For any changes on  your order, please contact us through Q&A board.




EXCHANGE/RETURN How do I cancel my order?

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Your order is shipped once your payment has been cleared.

Once shipping has begun, you are not able to cancel the order, and you have to return the products to us to get a refund.

Please contact us through our Q&A board, we will help you with the process.


For refund policy, please read the "EXCHANGE/RETURN POLICY" on our Notice board.

EXCHANGE/RETURN I want to request exchange/return/refund for my order

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Please leave the information below on our question board


1. order number

2. your name

3. phone number

4. product purchased

5. reason for requesting exchange/return


We will help you with your request ASAP

EXCHANGE/RETURN I want to know the exchange(or return) policy

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If the exchange or refund is due to [change of mind], round-trip shipping cost will be charged to the customer.


*** In the following cases, the items cannot be exchanged/returned.

1) Used or opened items

2) Broken or altered items, caused by customers

3) Any items reported after 7 days from the date of receiving

4) Items that do not have a record of purchase on our official mall

5) **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) even though hince is not required to reimburse the fee for the related medical treatment


*** For more accurate policy about exchange/return/refund, please read our "EXCHANGE/RETURN POLICY" in Notice board

EXCHANGE/RETURN I have received wrong or damaged items

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For any exchanges / returns for defective or wrongly shipped items, the shipping fees will be borne by hince.

Please leave a message on our Q&A board, we will help you ASAP

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