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Home > Customer Service

Here is a list of frequently
asked questions and answers.

Most frequently asked FAQs

Other What do I do if my departure is cancelled or date of departure is changed?

If your date of departure is changed, please notify The Shilla Duty Free Customer Service (1688-1110).
If your departure is cancelled, please notify Customer Service. In order to cancel your order, please visit the store as soon as possible.


Thank you for shopping at The Shilla Duty Free. 

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Members How much discount is offered to Members cardholders?

When purchasing a product at a store, 5% discount (cosmetics and Korean local products) for Regular Members,

5~10% discount for Silver Members, and 5~15% discount for Gold Members are provided.

During a regular sale period, an additional 5% discount on items on sale with discounts of less than 30% is offered at both online and offline stores. (Discount not applicable to some brands.)


Thank you for shopping at The Shilla Duty Free. 

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Exchange/Refund/Cancel How can I exchange or get a refund for a purchased product?

Exchange or refund is possible only when an exchange or a refund is requested through international mail from overseas

or the product is placed in the custody of customs upon arrival.


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Order/Payment Can a foreign national shop at the Duty Free Internet Store?

Yes.

Foreign nationals can shop at The Shilla Duty Free Internet Store.

However, only foreign nationals who can make financial transactions in Korea

such as payment with a Korean credit card or a real-time money transfer may shop at the Internet store.
 

Foreign nationals who have difficulty with financial transactions in Korea are advised to visit offline stores,

including the Seoul Store, Jeju Store and Incheon International Airport Store, to experience pleasant and convenient shopping.
 

Thank you for shopping at The Shilla Duty Free. 

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Order/Payment How can I pay for the purchased items?

You can pay with a credit card,

cash (Korean won, Japanese yen, Chinese yuan, US dollars),

or traveler's check (US).


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Order/Payment What documents do I need to shop at a duty-free shop?

In order to shop at a duty-free shop, a traveler who will be departing Korea needs to bring his/her passport.

You can pick up purchased items at a pick-up point on the day of departure.


Thank you for shopping at The Shilla Duty Free. 

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Product pick-up How do I receive my products?

You can pick up on the day of departure by showing your exchange ticket,

passport and boarding pass at the designated Shilla Duty Free pick-up point

after the immigrations at your place of departure (airport or port).


Thank you for shopping at The Shilla Duty Free. 

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Product pick-up Where are pick-up points located?

Refer to the Shopping Guide > Product Pick-up.

Pick-up points at each place of departure are described in detail.


Thank you for shopping at The Shilla Duty Free. 

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Store What are the operation hours and routes of shuttle buses run by the Seoul Store?

  • Myeong-dong Route: 9:30 ~ 20:00

         The Shilla Duty Free (30 minutes past every hour) - Myeongdong Entrance (40 minutes past every hour) -
         Shinsegae Department Store (on top of every hour) - Young Plaza (55 minutes past every hour) -
         Kookmin Bank and Starbucks (45 minutes past every hour)

  • Dongdaemun Route: 9:30 ~ 20:00 (frequently)

         The Shilla Duty Free - Dongdaemun History & Culture Park - Doosan Tower - APM


         Thank you for shopping at The Shilla Duty Free. 

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Store Until when can I make a purchase?

Duty free products may be purchased up to six hours prior to departure. 

Thank you for shopping at The Shilla Duty Free.

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Please use 1:1 Customer Inquiry if you have any questions not answered in FAQs,
any suggestions/compliments/complaints We will provide a quick, accurate reply.

You may also check details at 1:1 Customer Inquiry.

Do you want to become a member?
You can become a member through very simple application procedures. Please visit
The Shilla Duty Free Store.

Enjoy superior shopping through Members cardholders benefits.

Information about using the duty free shop is provided.
Pick-up areas are also described. Please check the location of your pick-up area before departure.

Enjoy shopping at The Shilla Duty Free!

Check exchange rates at a glance.

Check not only daily exchange rates but also via an exchange rate chart.

Here is a list of phone numbers for The Shilla Duty Free stores.

Some brand shops at the Shilla Duty Free Incheon International Airport
Store are open 24 hours a day.