Frequently Asked Questions

ABOUT OUR PRODUCTS AND SHIPPING

Where are your products made?
All our products are exclusively made in South Korea, showcasing the quality and innovation our country is known for.

From where do you ship your products?
We directly ship all our products from South Korea. This ensures that every item you purchase is authentic and delivered in the best condition.

Is your company officially registered in South Korea?
Yes, our company is officially registered in South Korea. We adhere to all local laws and regulations to provide our customers with a reliable and trustworthy shopping experience.

Who operates the company?
Our company is proudly operated by a team of dedicated Koreans. We are committed to offering the best of Korea’s products and services.

SHIPPING

How much is shipping?
Shipping costs depend on the item you’ve ordered and the delivery country. You can check shipping rates on the cart page when you add items to your cart.

When will my order arrive?
Post office economy shipping takes 8 to 16 business days. FedEx and UPS typically take 2 to 5 business days to most countries after shipping. For Empress Korea products made to order, production begins after ordering, so delivery to the United States takes about 1 week and to the rest of the world about 14 days.

Can I track my order?
Yes. We provide updates at every stage of your order. In your delivery confirmation email, you will receive a tracking reference to check your order’s progress online.

What happens if my package is missing/stolen/damaged?
We are not responsible for missing, stolen, or damaged packages. If your tracking information shows that your order was delivered but you did not receive it, please file a claim with the shipping carrier directly.

Failed delivery attempt. Why does it happen and what to do?
A failed delivery attempt usually means the courier driver was unable to deliver your parcel. Common reasons include:

• The receiver was absent.
• The delivery address was incorrect or incomplete.
• The courier could not access the delivery location.

In these cases, we do not accept returns or refunds.

REFUNDS & RETURNS

How can I get my refund?
If you are eligible for a refund, you will receive your money back to your original payment method. If an item you ordered is unavailable, you may receive a refund in store credit (expressed in USD) at the best exchange rate.

Do you ship internationally?
Yes, we ship internationally.

How long does it take to return an item?
Return delivery time depends on the carrier and shipping method you choose. After receiving your return, we will process your refund within three business days, but your bank or card provider may take additional time to complete the refund.

Can I return or exchange an item?
Returns are only accepted if we authorize them. Simple change of mind returns are not permitted. Items must be returned within 7 days of receipt, undamaged, unused, and in original packaging. Exchanges are only possible if the item is defective or damaged.

HOW TO USE

I don’t remember my password or email.
On the login page, you can reset your password. We do not know your password. If you forgot your email address, please contact us via Messenger or at support@empresskorea.com.

Checkout page currency
Our company processes all orders in US Dollars (USD) according to our company policy. While your cart may display your home currency, checkout will be completed in USD at the current exchange rate.

If you have further questions, please contact us by email or use the chat service on our website.