• Within the minimum of 3 days prior to departure, please go to MY SHILLA > Order History > Order History Details and click "Change Departure Information"to change the date of departure and flight number manually in order to pick up the goods.
• If you cannot change it online, please contact The Shilla Duty Free customer service.
• If you need to change the country of departure (airport/port), please cancel your order and make new purchase(s).
• If you attempt to change the date of departure close to the date, you may not be able to receive your goods.
• You may change your departure information up to three times.
• The Shilla Duty Free Customer Service: +82-2-2639-6000

Replacement / Refund procedure and cautions

• If you wish to replace or refund collected item, you can do so within 30 days of collecting it.
• In case the product is different from the indicated or advertised content or defective, replacement and refund is possible within 3 months from collecting product or 30 days from knowing this.
• Replacement and refund of product shall be processed according to customer regulations, and in case of refund due to personal cause such as simple change of mind, shipping cost shall be incurred to customer.
• Replacement or refund is available in the following procedure according to customs regulations even if the cause of replacement and refund has been satisfied.
  · Item to be replaced/refunded exceeds $800: According to customs regulations, apply overseas via international post, or report and keep as belongings at customs during entry for replacement or refund.
  - According to the amendment of customs law , if you report voluntarily declare goods and pay taxes at customs during entry, you can exchange or get a refund in person at a duty free shop. (it apply to travelers bringing goods From January 1st, 2021)
  - Replacement or refund of the products that is flammable and liquid materials (such as spray and perfume etc) can not be available through international delivery postal service.
  · Item to be replaced/refunded is below $800: Replacement/refund is available without international post or customs belongings report/keeping procedure.

Cancellation guide

• Before collecting
• To cancel the product, visit brand store in person
  (the passport holder of departing person)
• with passport and exchange voucher. (Bring promotional gift if any.)
• If the product has flaws or is defective, replacement/refund is available. (Replacement is not available if there is no stock.)

After service is available at the relevant brand on the purchased product. (Certain products are exempted.)
Contact us to The Shilla Duty Free Customer Service (+82-2-2639-6000) so that we can connect you to the relevant brand.

Restricted items on board

When purchasing product, note that carry in of liquid and gel is restricted according to the recommendation of International Civil Aviation Organization (ICAO) for restricting carry in of liquid and explosive substances on board.

※ However, for international flight, under 100 ml can be carried on board the passenger cabin. For consigned luggage, up to 2 kg (2 L) per person in less than 500 ml of individual containers can be carried in.

Additional screening for liquid in front of boarding gate for flights to US and Australia abolished

- Secondary additional screening for liquid in front of boarding gate for flights to US (including American territories of Guam and Saipan, etc.) has been abolished (as of 22 December 2014).
- Secondary additional screening for liquid in front of boarding gate for flights to Australia has been abolished (as of 22 December 2014).

※ For customers departing for US/Australia, please collect all purchased products including liquid and gel at the pick-up area.

Carry-in restrictions on liquid and gel purchased in duty free shop

1. For direct flight

- You can carry in regardless of quantity and volume when packed in temper-evident bag.
- You can carry in if receipt issued at the time of purchase of duty free is enclosed or attached to temper-evident bag.
- Temper-evident bag must be opened after arrival to final destination. In case of sign of opening or damage, it may be refused.

2. For transit flight

- Ship in consigned luggage in principle. Unused new product cannot be carried in if it is not part of luggage.
- Personal belonging may be carried in if it satisfies the following carry in requirements for personal belonging.
  Exception 1. For transit in US
  For transit in US, liquid and gel in opaque or metallic container is restricted.
  (Only products in transparent container may be purchased.)
  Exception 2. For destinations of US territory, Australian territory, Canada or Virgin Island after transit
  In the above case, liquid and gel product cannot be purchased.

Carry in requirements for personal belongings

1. Carry in of items is possible if items are stored in 1.1 L transparent plastic bag.
2. Volume capacity: Under 100 ml per 1 container. Total below 1L
3. The dimensions of transparent zipper bag shall be approximately 20 cm x 20 cm. Carry in is possible if the zipper is sealed.
4. Transparent zipper bag which is not sealed completely cannot be carried in.
5. One transparent zipper bag less than 1 L can be carried in per passenger.
6. Baby food and medicine in liquid or gel form may be carried in regardless of volume if it is reported to screening personnel in advance.
Zipper bags can be prepared by customer or purchased at convenience store in the airport.