Customer Center

How do I request an item return?

Request to return an item by going to [My Page] > [Order History].

1. Click the [Request for Return] button for the item you wish to return.
2. Choose and fill out the reasons for the return request.
3. Confirm the collection information (pick-up address for the return item).
4. Confirm the resulting shipping fee for the return.
5. Click the [Request for Return] button.

If the item in question is not in the Order History
please contact us through [Inquiry] or [store@netmarble.com].

How do I request an item exchange?

Request to exchange an item by going to [My Page] > [Order History].

1. Click the [Request for Exchange] button for the item you wish to exchange.
2. Choose and fill out the reasons for the exchange request.
3. Confirm the collection information (pick-up address for the return item/delivery address for the exchange item).
4. Confirm the resulting shipping fee for the exchange.
5. Click the [Request for Exchange] button, then pay for shipping.

If the item in question is not in the Order History
please contact us through [Inquiry] or [store@netmarble.com].

Can I exchange my item for a different product?

You may not exchange your item for another product.
Exchanges are limited to the same product; only the color selection and size of the product may be changed.
If you want to exchange the item for a different product, please place a new order after returning the item.

The item I want to exchange is out of stock.

If the item you wish to exchange is out of stock, we are able to change the exchange to a return and process a refund.
For more information on canceling an exchange request and to ensure a successful refund,
please contact us through [Inquiry] or [store@netmarble.com].

Is there an additional shipping fee for item returns?

The customer is responsible for the shipping fee if there is nothing wrong with the goods in question.
However, if the product was defective or damaged during transport, Netmarble Store will handle the shipping fee.

What is the time frame for returns and exchanges?

Item returns and exchanges may be made within 7 days of delivery completion.
However, if the goods are not as advertised or the terms of agreement were not implemented properly, item returns and exchanges may be made within 3 months of receiving the goods, and within 30 days of discovery of the issue.
Payments from order cancellations and item returns will be refunded to the card used as the payment method within 2-7 business days.

I want to cancel my item return/exchange request.

Go to [My Page > Order History] and click the [Cancel Exchange Request] or the [Cancel Return Request] button to cancel your request.

Can I exchange items I bought from the online store at a real store?

Please be advised, it is difficult to process item exchanges at physical locations.
You can request an item exchange within 7 days of delivery completion by going to [My Page] > [Order History].

What is the “Invoice” or “Collection Invoice” when returning an item?

The invoice, which includes the tracking number, will be given to you by the delivery associate when he/she collects the package for return or exchange.
The invoice number provides important information when returning or exchanging an item, as it can be used to track the location and status of a package.
Please save the invoice number until the refund process has completed.
When processing an item return, the invoice number can be checked the following day.

Can item returns and exchange requests be denied?

Item returns and exchanges may be denied for the following reasons.
- The goods were damaged or destroyed at the fault of the end-user.
- The packaging was damaged, lowering the item’s value (e.g., damaged tags or labels).
- The value of the goods is noticeably lowered due to the end-user’s partial consumption and/or use.
- The packaging was damaged on items which may be counterfeited.
- The value of the goods is noticeably lowered and cannot be resold due to the amount of time elapsed after the purchase.
- The item was produced uniquely according to the order from the customer.
Shipping and collection fees are waived if the request was made for a defective product, advertisement error, or an error in the terms of agreement. You must pay the return/exchange shipping fee if there is nothing wrong with the item itself.

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