01
At a glance
These timelines help Seoulumi act quickly. They do not shorten rights that cannot legally be limited.
Change of mind
14 days
Notify Seoulumi within 14 days after delivery when the EU distance-selling right of withdrawal applies.
Send return
14 days
After notifying Seoulumi, send the eligible goods back within the following 14 days unless a different lawful arrangement is agreed.
Order problem
7 days
Report damaged, wrong, or missing items within 7 days where possible so evidence and carrier records are still fresh.
Legal guarantee
2 years
EU consumers have a minimum legal guarantee for goods that are faulty or not as described. National law may provide more.
02
Change-of-mind returns
For eligible online purchases, EU consumers generally have 14 days from delivery to notify the seller that they are withdrawing from the purchase.
Before sending anything
Contact Seoulumi with the order number and the items you want to return. We will confirm the return address and practical next steps. Do not send a parcel without return instructions.
Return condition
Handle products only as needed to inspect them. The customer can be responsible for diminished value caused by handling beyond what is necessary to establish the product's nature and condition.
Cosmetics and hygiene seals
Some opened or used items may be ineligible only where a genuine legal exception applies, including sealed goods that cannot be returned for health or hygiene reasons after unsealing. Faulty, damaged, or incorrectly supplied goods are handled separately.
For an ordinary change-of-mind return, the customer normally pays the return postage and packaging unless Seoulumi offers otherwise or the law requires a different result.
03
Damaged, wrong, missing, or faulty items
Keep the parcel, product, and packaging until Seoulumi finishes the first review.
- Include the reference. Send the order number and the name and quantity of each affected item.
- Photograph the evidence. Include the outside parcel, shipping label, opened package, received items, and the damaged or incorrect area.
- Wait for instructions. Seoulumi may arrange replacement, repair, price reduction, refund, or another remedy according to the facts and applicable law.
No cost for a valid fault claim
When goods are faulty, damaged in transit, or incorrectly supplied, the appropriate remedy and necessary shipping are handled without charge to the customer where required by law.
04
Refund timing and method
Approved refunds return through the original payment route whenever possible.
EU withdrawal
14 days
Where the withdrawal right applies, reimbursement is made within 14 days after notice, but may be withheld until the goods or proof of return are received.
PayPal
Original route
The refund is submitted against the original PayPal capture. PayPal and the funding bank control the final posting time.
Card
Original card
Card refunds are returned through PayPal to the original card. Bank processing time can continue after Seoulumi submits the refund.
Shipping
Standard route
For an eligible EU withdrawal, the least expensive standard outbound delivery cost is reimbursed. Extra delivery upgrades and return postage follow applicable law and the reason for return.
05
Unclaimed and undeliverable parcels
A parcel can be delayed or returned when delivery details or local collection steps are incomplete.
Check the recipient name, phone number, address, postal code, parcel locker, customs requests, and carrier deadlines before checkout and during transit. If a parcel is returned because of an incorrect or incomplete address, failed collection, refused customs process, or unpaid destination charge, reasonable unrecoverable costs may be deducted where legally permitted.
This section does not apply when the delivery failure was caused by Seoulumi or the carrier and the customer supplied correct information.
06
Request a return or resolution
One complete message is usually faster than several partial messages.
01
Order reference
Include the SSB order number and account email.
02
Clear request
State whether the issue is withdrawal, damage, wrong item, missing item, or fault.
03
Useful evidence
Attach packaging and product photos when the request concerns an order problem.