Refund policy

At Silver Glass, we are committed to ensuring your satisfaction with our Korean skincare and makeup products. Our returns policy is designed to provide clarity and confidence when shopping with us. Please read the following guidelines carefully.

General Return Policy

Return Period:

You may request a return within 14 days of receiving your order. To ensure a smooth process, we highly recommend notifying us within 7 days of delivery.

Eligibility:

To be eligible for a return, items must be:

  • Unused, unopened, and in their original condition.

  • Returned with all original packaging.

  • Accompanied by proof of purchase (e.g., a receipt or invoice).

All safety seals must be intact.

Returns for products that have been opened, used, or damaged due to customer handling will not be accepted.

Non-Returnable Items:

Certain items cannot be returned, including:

  • Sale items or gift cards.

  • Custom or personalized products.

  • Perishable goods (e.g., beauty products with limited shelf life).

  • Hazardous materials, flammable liquids, or gases.

  • Products with broken or removed safety seals.

We cannot accept returns or offer refunds for skin reactions, sensitivities, or allergies. Please patch test new products before full use.

Shipping Locations:

Returns are only accepted from the country to which the order was originally shipped. If you need to return an order from a different country, additional import duties and fees may apply.

Buyer Responsibilities:

Buyers are responsible for all return shipping costs, including:

  • Two-way shipping fees (original shipping and return shipping).

  • Warehousing, customs duties, and any other charges imposed by carriers.

Please arrange for return shipping directly with a carrier in your country and retain proof of shipment.

Return Condition:

Items returned without prior approval or in a condition different from the guidelines above may not be accepted.

Once approved, please send the return within 14 days of receiving our instructions.
In all cases, approved returns must be received at our warehouse within 30 days of the original delivery date.

Damaged, Incorrect, or Missing Items

Reporting Issues:

Please inspect your order upon arrival and notify us immediately if there are issues with your shipment (e.g., damaged, incorrect, or missing items). Claims must be made within 7 days of receiving your order.

Required Documentation:

To process claims for damaged or missing items, please provide the following:

  • A photo of the attached waybill (shipping invoice or label on the package).

  • A photo of the full package, including the shipping box and waybill.

  • A photo of the product(s) in question.

Retain all original packaging and waybills until the issue is resolved.

Exceptions:

Slight packaging damage that does not affect the product itself is not considered eligible for returns.

Products may occasionally ship without individual product boxes due to stock shortages or changes by the manufacturer. These items are not eligible for returns based solely on packaging.

Refunds

Refund Approval:

Once we receive and inspect your return, we will notify you of the refund status. Refunds will only be issued for approved returns.

Processing Time:

Refunds are processed to your original payment method. Please allow time for your bank or credit card company to process the refund.

Banks and card providers may take several business days to post the refund.
If you have not received your refund 15 business days after our approval email, please contact your payment provider first, then email hello@silverglass.co.

Non-Refundable Situations:

Orders confirmed as delivered by the carrier but not received due to contactless delivery are non-refundable. Compensation in such cases will align with the carrier’s policies.

Unauthorized returns will not be refunded.

Additional Notes

Products with minor differences, such as packaging updates or renewals, cannot be returned solely for this reason.

Some products may arrive without an individual box. This is because certain brands occasionally supply items without their boxes; either due to stock shortages in Korea or plans to discontinue the product. In such cases, the item is not considered defective.

Contact Us

For any return inquiries or assistance, please contact us at hello@silverglass.co. Our team is here to help with any concerns you may have.

At Silver Glass, we are grateful for your support. We’re delighted to deliver premium Korean skincare and makeup products to you with care and reliability.