FAQ

Q. When can I get the product?

A. On average, it takes 5 to 7 days to prepare the product and 5 to 7 days to deliver the order. Please note that preparation may be delayed depending on the quantity of each product ordered.

Q. How is the shipping cost calculated?

A. The shipping cost is calculated based on the weight of the package.

Q. How can I track the delivery?

A. You can track your shipment on the order history page of the marketplace where you placed your order. When the shipment is completed, the tracking number is also sent to your email address with a link to the tracking site.

Q. How can I modify the delivery information?

A. Please update your shipping details on the marketplace where you placed your order, or send the corrected information to cosmetics@seoaglobal.com.

Q. What is the overseas delivery process?

A. Confirm order > Product preparation > International logistics center shipment > Overseas delivery > Customs clearance > Shipping to the address. (Delivery may be delayed depending on the customs clearance procedures of each country.)

Q. What should I do when customs duties occur?

A. Customs duties and VAT may apply upon delivery. They are determined by the local customs office, and DAMTONE is not responsible for these charges. The recipient must pay them directly. If you refuse to receive the package or request a return due to customs duties, you will be refunded after the product is returned, with the return shipping cost deducted.

Q. I would like to make an additional purchase before my order ships. What should I do?

A. Orders cannot be combined after payment. Please cancel the order on the marketplace before it ships and place a new order, or simply place a separate order.

Q. I received the product and want to return it. What should I do?

A. Please request the return through the marketplace where you purchased the product, or email cosmetics@seoaglobal.com with the product name, order number, your name, and email address. Return requests must be received within 7 days from the date of receipt.

Q. I received a defective product. How can I request a return?

A. Please contact us through the marketplace where you purchased the product or at cosmetics@seoaglobal.com, attaching the order number, your name, email address, and a photo of the defective product.

Q. How can I change the product before delivery?

A. You can request an order cancellation on the marketplace before the item is shipped, then place a new order. Please provide your order number, name, and product details when making the request. Once the order has been shipped, cancellation is not possible.

Q. What should I do when I want to exchange a product that has already shipped?

A. If the product has already been shipped or received, please request the exchange through the marketplace or at cosmetics@seoaglobal.com within 7 days from the date of receipt. Round-trip shipping costs are borne by the customer. Please include your order number, product name, your name, and the product you wish to exchange for.

Q. What are the payment methods?

A. All purchases are made through our official marketplace stores (such as Naver Smart Store). Available payment methods follow the checkout options provided by each marketplace — damtone.com itself does not process payments.

Q. I forgot to apply a coupon when placing my order. What can I do?

A. Coupons and discounts are issued and applied by each marketplace. If you forgot to apply a coupon, please cancel the order on the marketplace before it ships and place a new order with the coupon applied.

Q. Do I need to create an account to order?

A. No membership is required on damtone.com. Purchases are made through our official marketplace stores using your marketplace account. If you have any trouble with an order, please contact cosmetics@seoaglobal.com with your order number.

Q. How can I check my order?

A. You can check your order in the order history of the marketplace where you placed it.

Q. How can I cancel an order?

A. You can request an order cancellation on the marketplace before the item is shipped. Please provide your order number, name, and product details when making the request. Once the order has been shipped, cancellation is not possible.

Q. How does the refund work?

A. Refunds are processed by the marketplace, normally within 5 days after the cancellation or return is confirmed. If you cannot confirm the refund amount, please contact cosmetics@seoaglobal.com.

Q. Can I change my order to another product when the product I ordered is sold out?

A. An exchange is possible only for the same product. Changing to a different product is not possible — please cancel the sold-out item and place a new order.

Q. If canceling a sold-out item brings my order total below the free-shipping threshold, what happens to the shipping fee?

A. If the free-shipping threshold is no longer met because of the sold-out item, the shipping fee is deducted from the refund amount according to the marketplace’s shipping policy.