Refund policy

SAKURA SEOUL RETURN AND REFUND POLICY

Last updated: 16 September 2026

We want you to shop with confidence. This policy applies to purchases made through sakuraseoul.com and is in addition to your statutory rights under UK consumer law.

30-DAY RETURN WINDOW

You may request a return within 30 days of the date your item is delivered. To be eligible for a change-of-mind return, the item must be unused, unopened and in its original, undamaged packaging, with all seals, cellophane, labels, accessories and promotional items intact.

Start a return through your Sakura Seoul customer account at:
https://shopify.com/103978860879/account

Select the relevant order and item, choose a return reason and submit your request. Please wait for approval and return instructions before sending anything. Items sent without an approved return request might be delayed or refused.

HYGIENE AND NON-RETURNABLE ITEMS

For health and hygiene reasons, cosmetics, skincare, haircare, body-care products, applicators and other sealed personal-care items cannot be returned after their seal, cellophane or protective packaging has been opened, broken or removed, unless the item is faulty, damaged, incorrect or not as described.

Gift cards, personalised items, final-sale items and free samples are not eligible for change-of-mind returns. This does not affect your statutory rights.

RETURN SHIPPING

If you are returning an eligible item because you changed your mind, you are responsible for arranging and paying for suitable tracked return shipping. If the return is required because the item is faulty, damaged, incorrect, incomplete or not as described, Sakura Seoul will cover the reasonable return shipping cost by providing return instructions, a return label where available, or reimbursement of an agreed reasonable postage cost. Please obtain approval before purchasing postage. We strongly recommend keeping proof of postage and tracking information. Sakura Seoul is not responsible for returned parcels until they are received at the authorised return address.

Do not send returns to any address shown on a parcel or website unless that address is included in your approved return instructions.

DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS

Please contact us as soon as possible if your order arrives damaged, faulty, incomplete or incorrect. Include your order number and clear photographs of the product, outer packaging and shipping label where relevant.

If the item is confirmed as faulty, damaged, incorrect, incomplete or not as described, Sakura Seoul will cover the reasonable cost of returning it and provide an appropriate remedy in accordance with UK consumer law. This may include a replacement or refund.

REFUNDS

After we receive and inspect an eligible return, we will notify you of the outcome. Approved refunds are issued to the original payment method. We aim to process refunds promptly and, where the law applies, no later than 14 days after receiving the returned goods or acceptable evidence that they were sent back.

Your bank or payment provider might require additional time to display the refund.

For an eligible cancellation of the whole order, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for express or premium delivery is not refundable beyond the standard delivery amount.

EXCHANGES

We do not currently offer direct exchanges. Please return the eligible item for a refund and place a new order.

PROMOTIONS AND FREE GIFTS

If a returned item reduces the retained order below the qualifying threshold for a discount, multibuy offer or free gift, you must also return the relevant promotional item unused and unopened. If it is not returned, its value or the lost discount may be deducted from the refund where permitted.

ORDER CANCELLATIONS

You may request cancellation through your customer account before an order has been fulfilled. We process orders quickly and cannot guarantee cancellation once packing or dispatch has begun. If dispatch cannot be stopped, you may request a return after delivery subject to this policy and your statutory rights.

CONTACT

For questions about a return, use the Contact page on sakuraseoul.com or submit the request through your customer account.

Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable law.