Exchange · Returns

• On duty free shop products exchange/return notes
  • 1.Please contact us within 15 days after receipt of the goods if you want to return the goods. If the exchange/return is due to your mind change, it has to be unopened.
    • - Depending on the content of the product and the state of the product, it may be impossible to be returned. If the item is lost/damaged by the customer, refund/exchange is not possible.
    • -Customers will be responsible for return shipping/exchange shipping fee(return or retransmission) due to customer's convenience.
  • 2.If the product is different from the content you purchased, you can apply for returns within 3 months from receipt.
    • - In case of replacement due to product quality issue, international postage will be paid by The Shilla.
  • 3.We will proceed with exchange/return of goods based on customs law.
    • - If you wish to return, we will process the goods when you come back to Korea or international mail from overseas.
      If the total price of goods you want returned is more than $ 600, you must declare it to the customs. Otherwise, we cannot exchange or return goods.
      Declaration is unnecessary when the carrying item does not exceed $ 600.

• Cancellation/Exchange Application Information
  • 1. Online application: You can apply directly on the [Customer Center]>[1:1 Inquiry] page.
  • 2. Telephone consultation: You can apply for returns at Customer Center +82-2-2639-6000

• When not accepting goods at departure
  • 1. If you do not receive the purchased item for your personal reasons, please contact the Customer Center. We will gladly process your return.
  • 2. If you do not visit on the departure day, we cancel your order within 30 days.
  • 3. We will refund within 15 days to your account used at the time of payment after canceling order.

Cancel

• 1. When returning for your personal reasons, please refer to the explanation below.
  • - You can cancel the order directly on My Shilla page before shipping items.
  • - After shipping the product, please contact the customer center, or if you post to the customer center>1:1 inquiry page, we will process it.
• 2. Please note that it may take some time for you to cancel from reception. Cancellation received outside office hours can take up to 24 hours
• 3. After canceling, points you used for purchase will be refunded. (Except points with the valid period expires) Events and campaigns you participate will be revoked.
• 4. Please note that you cannot restore the order cancellation after canceling it.
• 5. If you receive your order again after canceling, please confirm before because there will be a change in the price due to the discount rate of the product, the exchange rate, stocks of goods and gratuities may be insufficient.

After-sales service

• 1. A/S service will be held at the Shilla Duty Free Shop head office (Seoul store).
  • - When visiting the Seoul store of The Shilla Duty Free Shop by A/S service, please carry a voucher or passport.
  • - 一Some products are not covered by A/S service. For detailed inquiries, please contact the customer center or store.