Order Procedure
Placing
and order
After successfully placing an order, there
will be an
automatic email sent out to the email of
your account
or the email filled in for non-members.
Please double-check any spelling errors or
your spam
folders if there is no email received. Any
capital letters
in the email will result in failure of
email delivery.
Product
preparation
It approximately takes 3-7 business days to
prepare items. During the preparation, you
may be
sent emails informing you of items out of
stock.
Please reply to the emails to be refunded
for the item
or exchange for an item under the price and
be
refunded the price difference. No reply to
emails may
result in the order held up from
dispatchment,
Shipping
The tracking number can be found on My Page
or
through the automatic email sent out. We
use DHL
for deliveries, so customers may contact
their local
DHL directly with the tracking number to
make their
own arrangements regarding delivery.
Taxes
All packages include taxes, and we cover all applicable customs fees.
Return & Refund Application
Eligibility
You can request a refund for:
1. Defective, damaged, or wrongly delivered items;
2. Customer-preference returns (e.g., change of mind, wrong size)
Note: JUSTONE does not offer exchanges. To get a different item, place a new order.
Important Guidelines
- Some items cannot be returned (see “Non-Returnable Items” below).
- If a return causes the remaining order total to fall below the free shipping threshold (USD 250), the original shipping fee (USD 40 outside Asia, USD 30 within Asia) will be deducted from the refund.
How to Request a Refund
Step 1: Contact Us
- Email global@justone.co.kr within 10 days of receiving your order.
- Include your order number, product name & code
- At least 3 photos for defective/damaged/wrong items: product, packaging, order sheet/packing slip
- Wait for confirmation from our Global Service Center before returning the item.
Step 2: Prepare the Return
For all returns:
- Repack items in their original condition with all accessories and packaging.
- Include the order sheet/packing slip.
- If returning multiple items from the same order, pack them together.
Special Note for Defective/Damaged/Wrong Items:
- You do not need to return the item if defective or wrongly delivered. Photos and supporting information are enough for inspection.
For Customer-Preference Returns:
- Return shipment is required and shipping costs are the customer’s responsibility.
Step 3: Return Shipment (Customer-Preference Returns Only)
- Ship items within 5 days of return approval using a courier of your choice.
- Provide the tracking number to JUSTONE.
- Customers are responsible for return shipping fees and any taxes or tariffs.
Step 4: Inspection & Refund
1. Defective, Damaged, or Wrong Items:
- Refund is processed based on the photos and information provided.
- Once confirmed, the refund is issued via the original payment method.
- Refunds typically take 2–3 days after all required information is received.
2. Customer-Preference Returns:
- Items are inspected upon arrival at our Korean facility.
- If items meet return conditions, refunds are issued via the original payment method.
- Refunds typically take up to 1 week from receipt in Korea.
"Non-Returnable Items"
- Used or washed items
- Scratched, damaged, dirty, or soiled items
- Hemmed or altered items
- Missing or damaged accessories
Additional Notes*
- Minor color differences, mild odor or measurement variations are not defects.
- Always check the [Size Chart] before ordering.
- Refund processing times may vary depending on your payment method. For delays, contact your bank or card provider.
- Track your return shipment. If it has been delivered to our warehouse but your refund has not been issued after 7 business days, contact us for assistance.
Lost Packages
Please email us at global@justone.co.kr within 7 days of the "Delivered" date.
with the following details:
-Order number
-Full Name
-Contact Number
-Address
We’ll report it to DHL and update you on the outcome.
Important Notice
- Signature Release: If you choose to waive the signature requirement (e.g., "Leave at Door" or "Signature Release"), the carrier is not liable for loss. Securing compensation for these packages is not possible.
- 7-Day Claim Limit: Missing packages must be reported within 7 days of the "Delivered" date (e.g., DHL). After this window, we cannot initiate a formal investigation or claim from the carrier(s).
- Customer Responsibility: Please ensure a valid email and contact number are provided on the order sheet and monitor your tracking closely. It is the customer's responsibility to coordinate with the carrier and courier for a successful delivery once the order has shipped.
Please leave any queries on the Q&A board or send an email to the customer center.
Email : global@justone.co.kr
