FAQs

About Our Products and Shipping

1. Where are your products made?

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

2. 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 to you in the best condition. For Empress Korea products shipped from the USA.

3. 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.

4. Who operates the company?

   • Our company is proudly operated by a team of dedicated Koreans. We are committed to offering our customers the best of Korea's products and services.

Shipping

How much is shipping?

Shipping costs depend on the item you've ordered and the country where it's being delivered. You can check shipping rates on the cart page when you add items to cart.

When will my order arrive?

Post office economy takes 8 to 16 business days, FedEx and UPS typically 2 to 5 business days to most countries after shipping started. For Empress Korea products, production begins after ordering, so it takes a week for the United States and 14 days for delivery to the rest of the world.

Can I track my order?

Yes. We'll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you'll receive a tracking reference which you can use to check the progress of your order online.

What happens if my package is missing/stolen/damaged?

We cannot be responsible for missing, stolen, and 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. At this time, we are not responsible for lost/stolen packages.

Failed delivery attempt. Why it happens and what to do?

A failed delivery attempt means that the courier driver tried to deliver a parcel to a customer, but the delivery was not successful. In most cases, you will find a note left by the driver notifying you about the failed delivery. An attempted delivery will also be visible in the online tracking system of your logistics service provider. There are three most common reasons for an unsuccessful delivery attempt:

• The receiver was absent, meaning there was no one at the address to receive the parcel.
• The delivery address was incorrect/incomplete. This does not necessarily mean that you wrote down the wrong address. It can be that the instructions were unclear or that some details were missing.
• The courier could not access the delivery location.

In this case, we don't accept any return or refund.

Refunds & Returns

How can I get my refund?

When you refund items, you will receive your money to your payment method. If you get a refund because we don't have the items you ordered, sometimes you would receive it with points the same original amount. Store credit is expressed in USD. You can use it with confidence as it is refunded at the best exchange rate.

Do you ship internationally?

Yes, we ship internationally.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we'll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Can I return or exchange an item?

It can only be returned if we allow return. Simple change of mind is not permitted.You can absolutely return your item to us, within 7 days after receiving it, as long as it's undamaged, unused and contained in its original packaging.If the item is damaged or defective.

How to use?

I don't remember password or email.

You can find on the login page. We do not know the customer's password. The customer must create a new password. If you don't remember email address please contact us with messenger or support@empresskorea.com.

Checkout page currency.

Our company is a registered Korean company. By company policy, we process all orders in US Dollar. While your cart is currently displayed in your home currency, you will checkout using USD at the most current exchange rate.

If you have further questions. Send email or use chat.