CUSTOMER SERVICE

• (OPERATING TIME: AM 10:00 - PM 5:00)
• EMAIL: official.while@gmail.com

Q. Shipping Information

-Order Cutoff Time : Orders placed before 4:00PM(Korean time) will be shipped the same day.

-Shipping Carrier : EMS shipping

-Delivery Areas : Nationwide(Regions Where EMS Can Deliver)

-Delivery Time : 10~15days (Please note that handmade products may require 3-5 days for production.)

※ Delays and stock shortages may occur based on availability.

※ Additional charges may apply for remote areas or islands.

Q. Exchanges/Returns

1. Please request exchanges or returns within 7 days of receiving the product via our website or the chat window at the bottom of our website.

2. If the product is different from what you ordered or has defects, you can request an exchange or return within 7 days at no additional cost.

3. For handmade products, slight color variations from photos may occur and are not considered defects.

4. Exchanges or returns are not possible if the product is damaged, significantly diminished in value due to use or partial consumption, or if the product's value has decreased to the point where it cannot be resold.

5. If there is a defect, the seller will cover the shipping costs for exchanging the product with the same item. (If you wish to exchange for a different product, even if there is a defect, you will need to cover the shipping costs.)

6. Only one exchange is allowed per item.

※ For exchanges or returns due to change of mind (including color or size exchanges), customers must cover the round-trip shipping costs.

Q.  How to Exchange/Return

- Website MY PAGE

  : Please request cancellation/return or use the chat window at the bottom right of our website to submit a return or exchange request.

※ If you prefer a specific courier, please send the package with prepaid shipping to the following address.

※ Shipping Address : 2nd Floor, 28, Hwangnyeong-daero 8beon-gil, Busanjin-gu, Busan, Republic of Korea

※ Contact : +82(0)10 8454 9499 

※ Even if the return is confirmed as arrived by tracking, please note that delivery times can vary by courier, so it may take some time for the item to be received by our customer service.

Q. Exchange/Return Costs

- Exchange Costs (Round-trip) :  _KRW

- Returns Costs (One-Way) : _KRW

Q. After we receive the returned product and verify its condition, we will process the refund within 3 business days. If you paid by credit card, we will cancel the credit card authorization to ensure the payment is not charged. (However, if the charge has already been processed according to your credit card billing cycle, it will be refunded on the next month’s statement.)

If the courier does not collect the item during the exchange/return process, please contact the courier directly using the number you have to arrange a pickup time and location.

Q. For bank transfers, please ensure payment is made within 24 hours of placing the order. If payment is not received or no contact is made within this time, the order will be canceled. If the depositor’s name (pay attention to spaces) or amount differs, we will not be able to confirm the payment. Please contact us through the chat window at the bottom of our website.

Q. A/S Procedure

1. A/S Request and Shipping

 : To request A/S, please send your purchase information, product photos, a description of the issue, and your address and phone number to official.while@gmail.com or through the chat window at the bottom right of our website.

2. Review and Repair

 : After the review, the repair request will be sent to the repair service provider partnered with While. The repair period for reviewed items generally takes about 10 days. (It may take longer in some cases, and we will contact you if such a situation arises.

3. Shipping

: After the repair is completed, the item will be shipped back to you directly.