FAQ : Frequently Asked Questions
How do I use a discount code?
Enter the code in the discount code input box on the payment page and press the apply button.
Please note that the discount will not be applied if you don't enter the discount code.
Can I reuse a coupon used in an order canceled after purchase?
Coupons used in canceled orders are not restored.
I want to change the options.
Option changes are not possible after order completion.
To change options, you must cancel the existing order and place a new one. However,
if the order is in the "Preparing for shipment," "Shipping," or "Delivery Complete" stages,
cancellation is not possible. In this case, please contact customer service for assistance.
Refer to the FAQ section: How do I return or exchange a product?
I want to change my address.
Address changes are not allowed after order completion.
If in the preparing for shipment or shipping stages, order cancellation is not possible.
Please refer to the FAQ section: How do I return or exchange a product?
I want to change my payment method.
Payment method changes are not possible after completing the order.
To change the payment method, cancel the existing order and place a new one.
However, if in the preparing for shipment, shipping, or completed delivery stages, cancellation is not possible.
Only return requests through customer service are accepted.
Refer to the FAQ section: How do I return or exchange a product?
I want to cancel my order.
Order cancellation is only possible at the order completion stage.
Please check the delivery stage under My Page > Order/Delivery.
Cancellation is not possible during the preparation for shipment, shipping, or completed delivery stages.
For returns, refer to the FAQ section: How do I return or exchange a product?
When will the ordered product be shipped?
The ordered product will be shipped sequentially within 2 -3 business days from the payment date.
Delivery takes approximately 7 business days from dispatch.
However, delays in dispatch may occur depending on order quantity and logistics conditions, especially during holidays.
Why is the refund amount different?
The payment amount and refund amount may vary due to the following reasons:
For returns based on a simple change of mind (excluding product damage, defects, and delivery errors),
the refund will be processed after deducting return shipping fees (initial shipping fee + return shipping fee).
For international shipments, differences in product prices and shipping fees
may occur due to the exchange rate at the time of purchase and the time of refund.
Emergency surcharges from courier-specific circumstances may apply.
Are there cases where returns are not accepted?
Returns are not possible under the following circumstances:
More than 14 days have passed since the product was received.
The product has been opened or shows signs of use.
The product is lost or damaged due to negligence.
The product is intentionally damaged.
Components of the returned product are missing.
Packaging or replicable goods is damaged.
Returns must have prior approval or if the return request is approved
after being submitted via 1:1 inquiry to ensure a smooth refund process.
The delivered product is defective or damaged.
We apologize for the inconvenience.
To resolve this issue, refer to the FAQ section: How do I return or exchange a product?
And contact customer service for guidance.
A different product was delivered than the one I ordered.
We apologize for the inconvenience.
To resolve this issue, refer to the FAQ section: How do I return or exchange a product?
And contact customer service for guidance on submitting an exchange request.
Return shipping costs for exchanges will be covered by the CookieRun Store.
Even after checking the tracking number, the delivery status does not show.
The product has been handed over to the courier, but delivery has yet to start.
We ask for your patience, as the delivery time may vary depending on the courier's circumstances.
I want to track my delivery.
For registered members, you can check the delivery status on My Page.
If you made a purchase as a guest, a delivery notification email will be sent to the email you provided during the order.
You can check the delivery status using the tracking number in the email.
I want to check the detailed information on my order.
For registered members, you can check detailed information on My Page > Order/Delivery.
If you made a purchase as a guest, the order details will be sent to the email you provided during the order.
Only part of the ordered product has arrived.
If you purchased multiple items, they might be delivered separately depending on the volume of the products.
Contact customer service for inquiries, and we will provide guidance after checking the situation.
How do I return or exchange a product?
Return/Exchange Eligibility Period
Returns and exchanges are possible within 14 days from the date of receiving the product.
However, exchanges are possible only if the received product is defective or if the wrong product (misdelivery) was received.
Products containing game coupons are non-returnable/exchangeable if the game coupon has been used.
How to Request a Return/Exchange
Please contact customer service to apply. Provide your order number, details, and photos when submitting a return/exchange request. (For products containing game coupons, provide your MID when applying for a return.) After approval, we will guide you through the return/exchange process.
Return/Exchange Costs
For returns due to a simple change of mind, the buyer is responsible for the shipping cost, and the refund will be processed after deducting return shipping fees (initial shipping fee + return shipping fee). For returns due to product damage, defects, or delivery errors, CookieRun Store covers the shipping cost.
Return Precautions
The product for return must be in the same condition as when received,
including all tags and packaging. Refunds may not be possible under the following circumstances:
More than 14 days have passed since receiving the product.
The product has been opened or shows signs of use.
The product is lost or damaged due to negligence.
The product is intentionally damaged.
Components of the returned product are missing.
The packaging of replicable goods is damaged.
Refund
For canceled orders and processed returns,
refunds will be made to the payment method used for the order within 3 - 7 business days.
For PayPal, it may take up to 30 days. Thank you for your understanding.
For international shipping, is there a customs fee?
Products shipped from Korea to overseas destinations (over USD 150)
may be subject to customs duties and other taxes during customs clearance,
which the customer must pay. As customs policies vary by country, please check with customs in advance.
Duty-Free Limits
USA: 800 USD
Canada: 50 USD
Japan: 16,000 YEN
Taiwan: 2,000 TWD
China: 250 CNY
