FAQ
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I want to change the address.
You may change your address when the item is under ‘PREPARING PRODUCTS’ status.
Orders CANNOT be modified once shipment is made. If you are not a member of the HOZE official website, please contact customer service via email with the following information.
Email cs@hoze.kr
1.Name :
2.Order number :
3.Product ordered :
4.Address to change :
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What is the estimated shipping cost?
Estimated shipping costs will be available during check out.
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How do I cancel my order?
You may cancel your order when the item is under ‘PREPARING PRODUCTS’ status.
Orders CANNOT be modified once shipment is made.
If you are not a member of the HOZE official website, please contact customer service via email with the following information.
Email cs@hoze.kr
1.Name :
2.Order number :
3.Name of Product :
4.Product to cancel :
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Can I make changes in my order?
Changes on orders can be made when the item is under ‘PREPARING PRODUCTS’ status.
Orders CANNOT be modified once shipment is made.
If you are not a member of the HOZE official website,
please contact customer service via email with the following information.
Email cs@hoze.kr
1.Name :
2.Order number :
3.Product ordered :
4.Product to change :
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What are my payment options?
We accept paypal, Visa and MasterCard, JCB, Amex, UnionPay for all international orders.
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What are precautions on handling and care?
Due to the nature of the design, restoration of any damage may be difficult.
Please refer to the
section on the descriptions page. -
Can I return an item for refund?
Returns are ONLY accepted within 7 days of receipt.
You MUST send an email form BEFORE you dispatch the product.
ONLY confirmed products are eligible for return. Shipping fee is not covered.
Please send us an email form with the information down below.
Email cs@hoze.kr
1.Name :
2.Order number :
3.Name of Product :
4.Reason for return :
5.Images (if necessary) :
Return address: 3F 13-19, Apgujeong-ro 4-gil, Gangnam-gu, Seoul, Republic of Korea
Tel +82-2-542-2123
*Once the product has been dispatched, please send us the tracking number via email.
Upon arrival, the product will be inspected for refund.
Precautions before dispatching products
-Any products with damages or missing parts(box, dust bag, tags, etc.) WILL NOT be eligible for return.
Defective products must ALSO include all of the above.
-Any products damaged during the process of exchange will not be accepted.
Please repackage the product exactly the way it came, in order to avoid any damage during delivery.
-Be advised that returns are accepted ONLY on orders purchased through the HOZE official website.
You must follow the instructions above and be approved of your request by HOZE.
Returns shipped to us without any prior notice are NOT accepted.
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Can I an exchange?
ONLY damaged or defective items are eligible for exchange within 7 days of receipt.
Damaged or defective items MUST be in their unused original condition.
Shipping fee is covered ONLY on damaged or defective items.
Please contact customer service with form down below BEFORE YOU DISPATCH THE PRODUCT.
Confirmation will be sent afterwards. Any exchanges without an email request WILL NOT be accepted.
Emai cs@hoze.kr
*Once the product has been dispatched, please send us the tracking number via email.
Upon arrival, the product will be inspected for replacement with a new product.
1.Name :
2.Order number :
3.Product to be exchanged :
4.Reason for exchange :
5.Images (required) :
Return address : 13-19, Apgujeong-ro 4-gil, Gangnam-gu, Seoul, Republic of Korea
Tel +82-2-542-2123
Exchanges for any reason other than damages or defects are NOT accepted.
You must return the item and re-order. Return forms MUST be completed via email within 7 days of receipt BEFORE you dispatch the product.
Shipping fee is NOT covered. Please send us an email form with the information down below.
Email CS@hoze.kr
*Once the product has been dispatched, please send us the tracking number via email.
Upon arrival, the product will be inspected for refund.
1.Name :
2.Order number :
3.Product to be returned :
4.Reason for return :
5.Images (if necessary) :
Return address : 13-19, Apgujeong-ro 4-gil, Gangnam-gu, Seoul, Republic of Korea
Tel +82-2-542-2123
*Precautions before dispatching products
Any products with damages or missing parts(box, dust bag, tags, etc.) WILL NOT be eligible for return.
Defective products must also include all of the above.
Any products damaged during the process of exchange will not be accepted.
Please repackage the product exactly the way it came, in order to avoid any damage during delivery.
Be advised that returns are accepted ONLY on orders purchased through the HOZE official website.
You must follow the instructions above and be approved of your request by HOZE.
Returns shipped to us without any prior notice are NOT accepted.
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A wrong Item was delivered
Please contact our customer service via email with the form below WITHIN THE DAY you receive the delivery.
Keep all parts of the original package(boxes, dust bags, tags, etc.) with you until you get further instructions.
Products with any missing part of the original package will not be eligible for return or exchange.
Email cs@hoze.kr
1.Name :
2.Order Number :
3.Product ordered :
4.Product delivered :
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An Item is missing in my order.
Please contact customer service via email with the form below WITHIN THE DAY you receive the delivery.
Keep all contents of the original package(boxes, dust bags, tags, etc.) with you until you get further instructions.
Products with any missing part of the original package will not be eligible for return or exchange.
Email cs@hoze.kr
1.Name :
2.Order Number :
3.Product missing :
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How does sales tax work?
The recipient will be held responsible for international shipments, which may be subjected to import duties and taxes.
Please be advised that these charges are levied by the destination country and we DO NOT have control over them.
In the case that the recipient refuses to receive the parcel, the order will be returned to Korea and WILL NOT be re-shipped.
Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund.
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How do I track my order?
Tracking is available 2-3 days after the order is shipped via url below.
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How long does shipping take?
Shipping on international orders usually takes 7-10 business days once the item is shipped.
However, shipping periods may depend on the schedule accordingly.
Tracking is available 2-3 days after the order is shipped.
*Orders CANNOT be cancelled due to delay.
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Which postal service is used and how much is the shipping fee?
We ship orders through EMS by Korea Post. Shipping charges based on EMS vary depending on your country or location.
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Estimated shipping fee
Shipping fee varies depending on the weight of the package and therefore is subjected to change.
Taiwan USD 20~
HK USD 25~
Singapore USD 22~
Japan USD 30~
Australia USD 35~
EU, U.K., U.S.A. USD 40~
