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  • How can I create a new ID?

    It's very easy to register ETUDE.
    The only thing you should do it to access the register page and add your information.
    ▶ Click here to make your ID.

  • I cannot remember my Password.

    ▶ Click here to find your Password.

  • I want to close my Account.

    We're sorry to hear that you want to close your Account.
    If there are any problems we can fix related to purchasing, it will be a pleasure to address them if you give us an opportunity. Or you can close your account as you wish.
    Therefore, if you really wish to close your Account, please contact us to our contact supporter team since they can only close your Account.
    ▶ Click here to contact supporter team.

  • How can I change my Password?

    To change your password, sign in and click on 'My Account'.
    My Account is located at the top of ETUDE web page.
    You can change your Password on 'Account Information'.
    If you want to change ID, please contact us.
    ▶ Click here to contact supporter team.

  • How can I change my Address?

    To change your account information, sign in and click on 'My Account'.
    My Account is located at the top of ETUDE web page.
    You can change your address on 'Address Book'.
    For DHL shipment, please put physical address not PO Box address.

  • Why was my account closed?

    In case you fail to log in the website for several times, the account will be automatically locked for our security.
    Then, you may contact our CS team to unlock the account.
    If you post any SPAM reviews with promotional purposes, the site can forcibly suspend your account according to our matter of policy.

  • My country is not on the country list.

    There are some countries we are restricted to offer shipping service and here below is a list of the countries:
    - All European Countries applied under the GDPR policy.
    - GCC Countries (UAE/Qatar/Bahrain/Oman/Kuwait/Saudi Arabia) (due to local establishment)
    - Hong Kong/Thailand/Singapore/Malaysia/Philippines/Indonesia/Macao/Taiwan (due to local establishment)

  • What is 'Shopping Cart'?

    The 'Shopping Cart' let you keep your interesting wish items and purchase multiple products at once.
    Click on 'Shopping Cart' at the top of the page.
    ▶ Click here to go to the Shopping Cart.

  • How can I move items to Wishlist in the shopping cart?

    Go to your Shopping Cart page and click on the 'Move' button of 'Move to Wishlist'.
    ▶ Click here to go to the Shopping Cart.

  • How much does it cost for Shipping?

    Items are automatically calculated based on pre-input weight data and your destinations when placing an order.
    For Shipping fee table, Click here.

  • Can I reuse my coupon?

    Coupons cannot be re-applied even though orders are not successful.
    If your coupon becomes invalid after your failure in order, please send us an email to Customer Service notifying the failed order number.

  • I cannot use my coupon.

    1. Please check if you were logged into the account while entering the coupon code.
    2. Please check if you have any (un)successful order with the coupon code.

  • I don't know how to add Free Gifts.

    Free gifts will not appear in your shopping cart when making an order.
    They are automatically included in the parcels by shipping facility.

  • Is there any additional shipping fee for promotional items?

    There are some extra shipping fee for promotional items with all different shipping price depending on each weight.

  • I want to change something in my order.

    We cannot change anything in order that you already paid.
    You can click "HOLD" button in your account if your order is still in "Placed" status and please send us an email to cancel the order.
    ※ In case the order status have already become "In Progress” or “Shipped”, cancellation is not available.

  • Where can I put my discount coupon code?

    Discount codes can be applied in Checkout page.

  • Can I use online coupons at off-line stores?

    Offline stores are not interlocked with our website.
    Therefore, All the membership benefits, events and coupons are effective only on the website.

  • My country is not on the country list.

    There are some countries we are restricted to offer shipping service and here below is a list of the countries:
    - All European Countries applied under the GDPR policy.
    - GCC Countries (UAE/Qatar/Bahrain/Oman/Kuwait/Saudi Arabia) (due to local establishment)
    - Hong Kong/Thailand/Singapore/Malaysia/Philippines/Indonesia/Macao/Taiwan (due to local establishment)

  • What are payment options internationally?

    Paypal : payment through Paypal account, registrating your bank account or credit card information.
    Paygate : all kinds of international usage credit cards including Visa, Master, JCB and others. Debit cards cannot be used.

  • I want to know what I have bought.

    Check your items bought on "My Account > My Orders"
    ▶ Click here to go to the My Orders.

  • Whose responsibility for custom charges?

    Custom investigation will be necessarily but not randomly take responsibilities in shipping service change.
    Your item is subjected to the customs fees and import duties of the country to which you have shipped.
    These charges are always the customer''s responsibility.

  • I cannot complete my payment with IE8.

    You can complete your payment with IE8, after downloading and operating the link as below.
    http://support.microsoft.com/kb/175500#FixItForMeAlways

  • What does 'pending' status mean?

    Pending status means 'Your payment attempt was unsuccessful'. Please re-place new order.

  • What does 'Payment Review' status mean?

    Payment Review status means that Paypal is reviewing your payment.
    After the review ends, the payment will be processed or refused.
    Accordingly, your order will be either shipped or canceled.

  • How much does it cost for worldwide shipping?

    - DHL: United States / Canada / Oceania / Middle East / Africa
    - Korea Post: Asia / Central and South America
    - ePantos: Vietnam
    For Shipping fee table, Click here.

  • Please explain us the worldwide shipping process?

    Departure → Accepted by shipping company → Dispatch from Korea → Arrival in your country → Custom Clearance → Local Shipping → Delivered

  • How long does it take to get my item?

    Usually Standard shipping mostly takes 15 or 30 business days.
    Premium shipping(EMS) takes 3~7 business days. (Max 2 weeks).
    DHL shipping mostly takes 1~4 business days.
    ※ Estimate shipping dates are variable, according to the custom clearance procedure and post office delivery situation.

  • How can I track my items?

    How to track your items
    Go to My Account > My Orders.
    You can click the order you made.
    If the Order Status is “Shipped”, you will be able to see the updated tracking information.

    For guest customers
    Click below url to track.
    https://www.etude.com/int/en/sales/guest/form/

  • How can I change the shipping information?

    We cannot change the shipping information once the order is made.
    The only method you can take is to cancel the order and reorder with correct address.
    You can click "Hold" button in your account if the order is still in "Placed" status and please send us an email to cancel the order.
    ※ In case the order status have already become "In Progress” or “Shipped”, cancellation is not available.

  • My parcel's status is not updated on tracking site for a few days.

    For your first shipping information, it takes several days to be updated.
    However, the information can not be updated during the parcel transport for a while.
    Therefore, please try again later.

  • How much will I get refund for returned parcels?

    Returned Parcels mostly needs to be refunded deducting the first shipping fee.
    For more details, please refer to Section C in the below url.
    https://www.etude.com/int/en/shopping-guide

  • How do I cancel an order?

    You can click "Hold" button in your account if the order is still in " Placed " status.
    Then, you can contact our CS team to cancel your order.
    ※ In case the order status have already become "In Progress” or “Shipped”, cancellation is not available.
    For your reference, please note that our CS team does not work on the weekends and national holidays of South Korea.

  • How do I return or change an item?

    Return or Exchange in any case is not possible.
    If you have received any wrong or defective items, you can get a full refund in this case.
    If you have received any wrong or defective items, please contact our CS team.

  • My order is being returned to sender, Can you ship the parcel again?

    We cannot resend orders again.
    In general, we provide our customers a refund excluding shipping fee as soon as the parcels are completely returned.
    Additionally, if you have selected our free shipping option, this fee will be also calculated according to the product weight.