FAQs

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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

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

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

SHIPPINGHow much does the shipping cost?

Shipping rates

- FREE: $200 or more

- $10: $100 ~ $199 of purchase

- $20: $0 ~ $99 of purchase


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

 : China, Macao, Hong Kong, Japan, Taiwan, United States, Thailand, Malaysia, Singapore, Philippines, Russian Federation, Austrailia, Canada, Indonesia, Vietna, United Arab Emirates, India, Bahrain, Qatar

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

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

SHIPPINGHow long is the delivery going to take?

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, we are hard to guarantee the exact arrival date of your parcel.

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


SHIPPINGI want a bundle delivery for more than one separate orders

Please contact us through Q&A board.

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


SHIPPINGI want to change the address for shipping

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

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




EXCHANGE/RETURNHow do I cancel my order?

Your order is shipped once your payment has been cleared.

Once the shipping is started, 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/RETURNI want to request exchange/return/refund for my order

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/RETURNI want to know the exchange(or return) policy

If the exchange or refund is due to [change of mind], round-trip shipping cost should be paid by a customer.


*** Criteria on items that are not able to be exchanged or 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 does 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). Still, 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/RETURNI have received wrong or damaged items

For any exchanges / returns of 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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